8th International Conference on Services Management Creating Value, Innovation in Delivering Services November 28-30, 2015 Washington D.C., Metropolitan Area Conference Proceedings Conference Hosts Department of Hospitality and Tourism Management, Pamplin College of Business, Virginia Polytechnic Institute & State University (Virginia Tech) Prof. Muzaffer Uysal and Prof. Mahmood Khan The Department of Hospitality & Tourism Management is one of the six departments in the Pamplin College of Business at Virginia Tech. Our curriculum and program are fully integrated into the College of Business and is accredited by AACSB (The Association to Advance Collegiate Schools of Business.) The Department is consistently ranked in the top five of HTM programs worldwide. Recent rankings include top five rankings for the quality of its faculty and its undergraduate, masters, and PhD programs. The Department offers a BS in Business with a major in Hospitality and Tourism Management, and a PhD in Hospitality and Tourism Management. The department is offering a new degree program leading to MSBA (Master of Science in Business Administration with concentration in Hospitality & Tourism Management) in the National Capital Region. In all of our programs, we provide students with a first class business education taught by an internationally recognized faculty who are actively engaged in professional practice and research. Students who graduate from our program go on to work in: Hospitality Operations Management, Global Tourism Management, Restaurant and Food Management, and Hospitality Event Management. The Department is a tier one recruiting school for many of the major hospitality corporations in the USA, including Marriott, Hilton, Hyatt, Sodexo, Darden, and many others. Oxford Brookes University, School of Hospitality Management (UK) Prof. Levent Altinay The Oxford School of Hospitality Management is recognized as a center of excellence for research in international hospitality and tourism. In 2011, a study published in the Journal of Hospitality and Tourism Research ranked the school as Number One in Europe for top quality hospitality research, and top in the world for research productivity. Our aim is to conduct rigorous research that advances academics' understanding about the management of hospitality and tourism organizations and destinations nationally and internationally, addresses the needs of organizations and policy makers and informs teaching and learning practices. The school has a very supportive and collegiate research culture developing knowledge and skill capacities in hospitality and tourism management with particular focus to the international business development and ethics and corporate social responsibility. The staff publishes in prestigious top tier internationally rated journals including Annals of Tourism Research, Tourism Management, International Journal of Hospitality Management, The Service Industries Journal, European Journal of Marketing, Journal of Services Marketing, International Small Business Journal and Journal of Small Business Management. They serve on the editorial boards of prestigious journals including Journal of Services Marketing, International Journal of Hospitality Management and International Journal of Contemporary Hospitality Management. They also speak at both academic and practitioner conferences as key note speakers, edit special editions of the journals including International Journal of Service Industry Management and Contemporary Hospitality Management. They make strong representations in prestigious bodies such as CHME, CHRIE, Tourism and Complexity Society, Global Council in Crisis Management of the International Hotel and Restaurant Association and use their enhanced academic credibility to undertake consultancy activities. Institute for Tourism Studies, Macau (China) Prof. Fanny Vong The Institute for Tourism Studies, Macau (IFT) is the only higher education institution in Macau specially dedicated to the training and professionalization of the hospitality and tourism industry, the mainstay of Macau's economy. Set up in 1995 with full funding support from the Macau Government, IFT delivers degree programs in hotel, tourism, events and heritage management and, more recently, in hospitality retail and culinary arts. In 2000, IFT was the first tourism institute in the world to receive the UNWTO TedQual program certification. IFT's Tourism Research Centre (ITRC) conducts public relevant and policy-shaping research that supports decision- and policy-makers in Macau, in addition to the scholarly research it undertakes and supports. Vedatya Institute Prof. Sandeep Munjal Vedatya Institute, formerly known as the Institute for International Management & Technology (IIMT), is an educator for the service industry. The institute is an initiative of IIT & the Wharton School alums who wish to replicate their own quality educational experience for the benefit of students in India. It is funded by the holding entity of Radisson Blu Plaza Delhi, Radisson Blu Varanasi and a restaurant chain called The Great Kabab Factory. Vedatya was founded in the year 2000 with a long term objective to provide best-in- class, internationally recognized, undergraduate, post graduate, doctoral and executive education programs of study in the service sector related areas of hospitality, business, technology, healthcare, retail and arts. It currently offers undergraduate and postgraduate programs in Hospitality and Business Management. Contents Distinguished Speakers Prof. Roland T. Rust, Distinguished University Professor and David Bruce Smith Chair in Marketing - the Robert H. Smith School of Business at the University of Maryland, USA Title of Presentation: Service Innovation: What Is It and Where Does It Come From?" Prof. M. Joseph Sirgy, the Virginia Tech Real Estate Professor, Pamplin College of Business, Virginia Polytechnic Institute and State University (Virginia Tech), USA Title of Presentation: Leisure Well-Being: Toward an Integrated Model Regular and Extended Abstracts Existence and future of rate parity in Indian hospitality scenario Anmole Singh & Anjana Singh 01 It’s not just clowning around: Strategic insights into creativity and innovation in the cultural entertainment services Pandora Kay 02 The weight of hotel attributes for visitors of Disneyland Paris & co-creation of value Mustafeed Zaman, Tan Vo Thanh & Laurent Botti 04 Co-Creation value of an Australian whale watching tourism experience Aaron Tkaczynski 13 Using Fullerton’s model of country concept to investigate how the United Arab Emirates (UAE) communicates itself to its external stakeholders – A content analysis approach Noela Michael, Serra Gorpe & Ian Michael 15 The role of language use in services and challenges in managing a multilingual company Saloomeh Tabari & Hadyn Ingram 17 Factors influencing the forming of visitor experiences by presentation platforms at managed tourist attractions Øystein Jensen 19 Visual analysis of image and experience toward destination services: Perspective on Seoul's photos and videos in Instagram services Jiyeon Park & Chulwon Kim 20 Combatting human trafficking in hospitality and tourism Maureen Brookes 25 Historical hotels as tourist experiences: Challenges in conveying history Soelvi Lyngnes 26 Job Passion: Is there any contribution in the service setting Dia Ahmad Zeglat 27 The role of service climate on psychological capital, quality of work life, organizational citizenship behave and turnover intention Annette Kang, James Busser & Hyung-Min Choi 39 Framework of culture and consumer complaint behavior: A cross-national study of consumers from a developed and developing country context Sean Benedict Chung 40 Trust development in cross-cultural social entrepreneurship: Preliminary findings Na Dou, Levent Altinay & Roberto Daniele 41 Motives, barriers, and restaurant environmental factors of restaurant customers’ healthy menu choice: A scale development study EunHa Jeong & SooCheong Jang 43 Exploring the key dimensions of service quality at wineries Kyuho Lee & Melih Madanoglu 49 Building value co-creation in restaurant industry: what are the roles of customers? Eojina Kim, Liang Tang & Robert Bosselman 50 Impact of prior experience on purchase motivation and variety seeking in meeting/event planners’ venue selection: Sport stadiums as a meeting/event service venue Seungwon Lee & Charles Parrish 52 How and why scholars write: A typology of scholarly writing Nina Prebensen 57 Middle East public relations association and its engagement with communication students: learning lessons Noela Michael & Serra Gorpe 58 An unstructured approach to RM in Railways: A special case of premium passengers trains in India Arvind Kaushal & Anjana Singh 59 A Comparative study on the effect of food image on Seoul as a tourism destination: Asian and Non-Asian perspectives 60 Ling Yu, Seungha Sim, Jiyeon Park & Chulwon Kim Multi-level investigation of relationships among servant leadership and customer service: A moderated mediated model of employee engagement and self-efficacy 65 Jichul Jang & Jay Kandampully A bibliometric analysis of service management literature on Macau Aaron Yankholmes 71 Impact of using E services on customer’s satisfaction and subjective well-being of tourists and customers of hospitality industry in India 75 Arvind K. Birdie Cellular industry issues, trends and opportunities for development in the Republic of Kazakhstan Armiyash Nurmagambetova, Republic of Kazakhstan 76 Posters Expos 2020 and Tourism