Dr. Yoshimasa “Nancy” Kageyama always has amazing research to present.
This summer, she attended the Asia Pacific Tourism Association (APTA) 2018 Annual Conference.
The conference was held July 3-6 in Mactan (Cebu), Philippines.
Kageyama and Dr. Albert Barreda presented three papers: One each individually and the final one together.
About their presentations: Kageyama
Kageyama presented her paper, “The effect of employee extra attentions on customer delight and repurchase intentions.”
In her research, she explores how an employee’s extra attention on a customer can trigger customer delight. If a customer senses the employee is going out of his/her way to help, it leads to more purchases later on from those customers.
“It’s important for employees to go beyond their prescribed roles to constantly surprise customers with unexpected service,” Kageyama said. “The results of the study provide implications regarding employee training and company policy.”
Kageyama also served as a moderator for a session.
About Barreda’s presentation
Barreda presented his paper, “The effect of website interactivity in booking intentions.”
He wanted to measure how much interactive features on business websites affected behaviors to purchase hotel products.
The collaborative study
Barreda and Kageyama presented their study, “Strategic dynamic pricing in Asian countries.”
They looked at behaviors of competitive pricing in several Asian countries. They compared those to how hotels price elsewhere.
They found that hotels that charge a higher premium price than competitors do better on the revenue per available room formula.