Yongwook Ju, Ph.D., assistant professor of the hospitality, recreation, and tourism management (HRTM) at East Stroudsburg University, received the Best Paper Award at the 2026 Northeastern North American Federation of the International Council on Hotel, Restaurant, and Institutional Education (NENA CHRIE) Conference. The conference was held last month at Kalahari Resorts and Convention Center in the Pocono Mountains.<\/p>\n
The award-winning paper, co-authored with Dr. SooCheong (Shawn) Jang of Purdue University, is titled \u201cBeyond Satisfaction: How Idiosyncratic Service Experience Shapes Behavioral Intentions in Boutique Hotels,\u201d and examines how distinctive, personalized service experiences influence guest behavioral intentions beyond traditional satisfaction metrics. The study introduces the concept of \u201cidiosyncratic service experience,\u201d highlighting how unique and memorable guest interactions can drive stronger behavioral responses. The Best Paper Award is granted through a competitive peer-review process and recognizes research excellence in originality, methodological rigor, and industry relevance.<\/p>\n
This award highlights outstanding scholarly contributions to the hospitality field and underscores the growing importance of experience-driven service strategies in today\u2019s competitive tourism environment. The research provides practical insights for boutique hotels and hospitality organizations seeking to differentiate themselves through unique and personalized guest experiences.<\/p>\n
Dr. Ju\u2019s research highlights the role of ESU faculty in contributing to research that is directly relevant to the region\u2019s economy. Ju\u2019s contributions to ongoing scholarly work in hospitality experience design and consumer behavior, with implications for boutique hotel operations, destination marketing, and service innovation supports student learning by integrating real-world hospitality data and service experience concepts into the classroom, helping prepare students for data-informed decision-making in hospitality and tourism careers.<\/p>\n