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1、InternationalJournalofHospitalityManagement37 (2014) 131–145ContentslistsavailableatScienceDirectInternationalJournalofHospitalityManagementjournalhomepage:www.elsevier.com/locate/ijhosmanEffectofcelebrityendorsementonto
2、urists’perceptionofcorporate image,corporatecredibilityandcorporateloyaltySamuelSeongseopKim a,?, JinsooLee a, BrucePrideaux ba SchoolofHotelLordandPutrevu,2009).Celebri-tiesareadirectproductofthevaluesofthesocietytheyl
3、ivein,theimportancethatsocietyplacesonsportsandentertainment,thepervasivepowerofthemediatoinfluencepublicopinionandtheneedsofthemarketingindustry.Thereisstrongevidenceofaconnectionbetweenthelevelofrecognitionaccordedtoas
4、pecificcelebrityandthoseelementsofsocietythatthecelebrityrepresents(Leeetal.,2008;HsiehandChang,2005;vanderVeen,2008).Thesellingpowerofcelebrities,andtheirworthtothefirm,productorservicetheyendorse,isafunctionofthelevelo
5、fappealtheyhavetospecificmarkets.Becauseconsumersidentifywithcelebritiesonmanylevels,marketershaveanopportunitytolinkconsumerstoproductqualityand/orcorporatereputa-tionthroughcelebrityendorsement(EnglisandSolomon,1996;Pe
6、ttyandD’Rozario,2009)andgainleverageinspecificmarkets(WeeandMing,2003)byconveyingproductimagerytoconsumers(Erdogan,1999).Asaresult,celebrityhasbeenutilizedasapro-motionaltoolbyprivateandpublicorganizationstoachievetheirg
7、oals.? Correspondingauthor.Tel.:+85234002318;fax:+85223629362.E-mailaddresses:sam.kim@polyu.edu.hk,sskim@sejong.ac.kr(S.S.Kim),Jinsoo.lee@polyu.edu.hk(J.Lee),Bruce.prideaux@jcu.edu.au(B.Prideaux).Giventhattourismservices
8、dependonemotionalorhedo-nicvalues,celebrityendorsementhasemergedasamethodofstimulatingtheinterestsoftouriststhroughthepromiseofservicequality.Inadditioncelebrityendorsementmayhelpdis-pelhesitationaboutthepurchaseoftouris
9、mrelatedservices.Agrowingnumberofstudieshavefocusedoncelebrityendorse-mentinrelationtotourismdestinations(Glover,2009;Leeetal.,2008;vanderVeen,2008;vanderVeenandSong,2010),travelagents(Changetal.,2005;HsiehandChang,2005;
10、Linetal.,2008;Wangetal.,2002),therestaurantindustry(Kimetal.,2013;Magninietal.,2010),andthehotelindustry(HersteinandMitki,2008;Magninietal.,2008;StephensandFaranda,1993).Mostofthesestudieshavefocusedonidentifyingcustomer
11、responsestotheuseofcelebrityinadvertisementbrochures.However,theeffectsofcelebrityendorsementinahospitalitycontexthaveyettobeexploredindetail.Todevelopagreaterunderstandingofhowcelebratoryendorsementcanassistthehospitali
12、tyindustrythispaperinvestigatestheuseofcelebra-toryendorsementbyLotta,amajorKoreanhotelbrandintheJapaneseinboundmarket.TheLottaHotelgrouphasusedthreeKoreancelebritiesforhotelpromotion.TheJapanesemarketwasselectedonthebas
13、isthatitisKorea’slargestinboundmarket.Specifically,theresearchexaminesJapanesetourists’perceptionofcorporateimage,corporatecredibility,andcorporateloyaltyinrelationtothehotelwheretheychosetostaywhilevisitingSouthKorea.Th
14、eaimofthisstudywastoidentifytheeffectofcelebrityendorsementonperceptionsofcorporateimage,corporatecred-ibility,andcorporateloyaltyinthehospitalitysector.Specificresearchobjectiveswereto:0278-4319/$–seefrontmatter ©2
15、013 Elsevier Ltd. All rights reserved.http://dx.doi.org/10.1016/j.ijhm.2013.11.003S.S.Kimetal./InternationalJournalofHospitalityManagement37 (2014) 131–145 133basedonitsknowledge,expertise,andtrustworthiness.Moststud-ies
16、thathaveattemptedtomeasurecorporatecredibilityhaveusedonedimensionusingitemssuchas“expertise”,“trustwor-thiness”,“reputation”,“reliability”,“favorability”,“pleasantness”,“convincement”or“confidence”(CarrieandSejung,2005;
17、GoldbergandHartwick,1990;LaffertyandGoldsmith,1999,2004).Cor-poratecredibilityisconsideredtobeidenticalwithcelebritycredibilitywhencelebrityendorsementisappliedincorporateadvertisement(CarlsonandDonavan,2008;Goldsmitheta
18、l.,2000).Corporatecredibilitycontributestobuildingbrandloyaltyforitsproductsorservicesandfinallyleadstoenhancedsales(Ewin,1993;LaffertyandGoldsmith,2004).Incontrast,alackofpositivecorporatecredibilitymayresultinafailuret
19、oachieveanincreaseindemand,brandpreferenceoreffectiveadvertisement(CarrieandSejung,2005;Ketchenetal.,2008).Asaresult,asuccessfulchoiceofcelebrityendorsementwillstrengthenthebrandimageandthenreinforcecorporatecredibilitya
20、ndfinallygenerateanincreaseincorporateloyalty.2.4.CorporateloyaltyLoyaltytoacompanyisapositiveemotionalattachmentandemotionalreactionwhichiscreatedduringrepeatedtransactionswithacompanyanditsproductsandservices(Ewin,1993
21、,pp.388–389).Creatingcorporateloyaltyisanunderpinningstrategyforanycompanythatseekstoincreaseprofitabilitythroughseek-ingloyaltyfromcustomersandcompanyemployees(Ewin,1993,p.389).Inthisstudy,Japanesetouristscanbeviewedass
22、takeholdersincludingcustomers,employees,shareholdersorsupportersoftheLotteinternationalconglomerate.Toenhancecorporateloyalty,acompanymustbeabletooffertheconsumersomethingthattheyfeelisworthwhile.Onceapotentialcustomerex
23、pressesinterestthecompanymustbeabletofollowthroughwithexcellenceorcosteffectivenesstodrawtheconsumertothebranddependingonhowitfitstheirneedsorwants.Corporateloyaltyisreinforcedbycorporatecredibilitywhenthecompanyprovides
24、goodproductsorservices(Ewin,1993;LaffertyandGoldsmith,2004).Inaddition,itisalsopromotedbyadver-tisingusingcelebrityendorsement(Aminietal.,2012;DeanandBiswas,2001;Goldsmithetal.,2000;Kimetal.,2013).Asaresult,enhancedloyal
25、tythroughcorporatecredibilityoradvertisingisreflectedthroughintentiontopurchaseorrepurchase,recommen-dationstoothers,positiveword-of-mouth,willingnesstopaymoreandareductionincomplaints(KimandKim,2004;Ohanian,1991).2.5.Mo
26、deratingimpactsoftypeofcelebrityAcelebrityischaracterizedasapersonwhohasattributessuchastrustworthiness,attractiveness,andexpertise(Amosetal.,2008;DholakiaandSternthal,1977;HanandKi,2010;LordandPutrevu,2009;Magninietal.,
27、2008;Ohanian,1990,1991;TillandBusler,2000).Thustheeffectivenessofadvertisingincapturingtheconsumers’mindislikelytodifferbasedonthecharacteroftheendorserused.Forexample,becauseKoreanmalemoviestarssuchas‘BaeYoung-Joon’or‘J
28、angGun-Sook’areperceivedashav-inganattractiveappearance,andasoftandelegantimage,theyarepopularwithJapanesefemalefans.However,theirimageislikelytobedifferentfromthoseofothercelebrities.ClintEastwood,arenownedHollywoodstar
29、,isdescribedaswild,trustworthymanofvalor,acowboyandabravegunmanratherthananattractiveorhandsomefigure.Hischaracterevokesasenseoftrustworthinesstomovieviewersorconsumers.Asaresult,eventhoughboththeKoreanactorsandClintEast
30、woodhavesimilarqualitiesintermsoffametheirappealtoconsumersislikelytodifferentinrespecttohowtheconsumerrelatestothepersonalattributesofthespecificactor.Previousstudiesinthetourismandhospitalityliteraturehaveanalyzedtheef
31、fectivenessofadvertisingcampaignsbuiltondiffer-enttypesofcelebrityendorsement(Changetal.,2005;FriedmanandFriedman,1979;HsiehandChang,2005;Kimetal.,2013;Linetal.,2008;Stafford,1998;StephensandFaranda,1993;Wangetal.,2002;W
32、angandDoong,2010).InonestudyStephensandFaranda(1993)foundthatinhoteladvertising,afront-officeemployeewasamoreeffectiveendorserthaneitherahotelcus-tomerorhotelowner.AstudyofWangetal.(2002)foundthattheCEOofatravelagencyinT
33、aiwanwasamoreeffectiveendorserofthetravelagenciespackagetourbrochurethantourleaders.InotherresearchChangetal.(2005)foundthatanemployeeendorserwasmoreeffectiveinpromotingaboriginalvillagetourismthanotherendorsers.InaKorea
34、nexample,theownerofapopularrestaurantwasfoundtobeamoreeffectiveendorserthaneitherthecheforcustomersingeneratingpositiveattitudestowardtherestaurant(Kimetal.,2013).Inacomparisonoftheeffectivenessofmaleandfemaletourleaders
35、employedbyatravelagencybetween,femaletourleaderswereperceivedtobemoreeffectiveendorsersthanmaletourleaders(Linetal.,2008).Basedonthefindingsoftheliteratureitisapparentthatthecharacteristicsoftheendorser,celebrityorotherw
36、ise,isanimpor-tantelementintheabilityoftheendorsertoinfluencecorporateimage,corporatecredibility,andcorporateloyalty.Thus,theeffec-tivenessofcelebrityadvertisinginthehospitalityandtourismcontextislikelytobeinfluencedbyth
37、especificcharacteristicsoftheendorserusedinadvertisingcampaigns.3.ConceptualizationandhypothesesThefollowingdiscussionexaminestheseconceptsandbasedontheoutcomeoftheliteraturereviewanumberofhypothesesweredevelopedandteste
38、d.3.1.Therelationshipbetweencelebrityendorsement,corporateimage,corporatecredibilityandcorporateloyaltyBasedonpreviousstudies(Amosetal.,2008;Changetal.,2005;Kimetal.,2013;HanandKi,2010;LordandPutrevu,2009;Magninietal.,20
39、08;Ohanian,1990,1991;TillandBusler,2000;Wangetal.,2002),thisstudydefinesattributesofcelebrityastrustworthiness,attractiveness,andexpertise.Firstly,trustwor-thinessisanimportantattributeinhospitalitywheretheclientfrequent
40、lymakesabookingwithoutfirstseeingtheproductandforthisreasonreliesonthetruthfulnessofcompanymarketingcollat-eral,websites,word-of-mouth,advertisementorendorsementbyacelebrity(Gilchrist,2005;Ketchenetal.,2008;Linetal.,2008
41、;Trippetal.,1994).Accordingto‘match-uptheory’,advertisingusingacelebrityendorserinfluencesconsumerattitudesandtheirevalua-tionoftheassociationbetweenthecelebrityonthecompany.Thatis,celebrityendorsementthatpromotestrustwo
42、rthinessproducesthebest“fit”ingeneratingpositivecustomerviewsonthecom-pany’sapproachtosocialresponsibility,itsmarketingability,andprovidesassurancethatthecompanyisreliable(Kimetal.,2013;TillandBusler,2000).Kimetal.’s(201
43、3)studyoftheeffective-nessofarestaurantownerendorserincontributingtocustomersbeliefsthattherestaurantwasreliable,responsibleandcorporateethics-abidingsupportsthisview.Atthecorporateleveltrustwor-thycelebrityendorsersarea
44、neffectivemeansofcommunicatingpositivemessagestocustomersaboutthecompanyanditsprod-ucts,itscontributiontosocietyandcorporatecompetency(Finketal.,2012;WangandDoong,2010).Secondly,effectiveendorsementbyanattractivecelebrit
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