Clean and green: the relevance of hotels' website quality and environmental management initiatives for green customer loyalty

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hongzheng Sun ◽  
Sarminah Samad ◽  
Shafique Ur Rehman ◽  
Muhammad Usman
Keyword(s):  
Environmental Management ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Hotel Management ◽  
Website Quality ◽  
Content Type ◽  
Mediating Role ◽  
Green Practices ◽  
Green Trust

PurposeCustomers' focus increasingly turns to the green practices of firms. Organizations need to rethink their strategies and position themselves concerning their environmental responsibility. The idea behind this study is to observe the influence of hotel website quality and hotel environmental management initiative (HEMI) on green customer loyalty in the Pakistan hotel industry with the mediating role of green trust (GT) and green satisfaction (GS).Design/methodology/approachThe study is quantitative, and partial least squares structural equation modelling followed to test the proposed hypotheses. A total of 542 questionnaires were used for analysis through SPSS 25.0 and SmartPLS 3.2.9.FindingsThe findings confirm the proposed positive influence of hotel website quality and HEMI on green customer loyalty. Moreover, GT and GS significantly mediate the relationship, further enhancing the relevance of green practices for hotels.Practical implicationsHotel management can get maximum customer loyalty to concentrate on hotel website quality, HEMI, GT and GS.Originality/valueThis study aims to develop a research model to incorporate hotel website quality, HEMI, GT, GS and green customer loyalty by using signalling theory and natural resource-based view theory that prior studies ignored.

Does employee willingness to take risks affect customer loyalty? A moderated mediation examination of innovative behaviors and decentralization

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohd Ahmad Al-Hawari ◽  
Shaker Bani-Melhem ◽  
Faridahwati Mohd. Shamsudin
Keyword(s):  
Personality Traits ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Impact ◽  
Equation Modeling ◽  
Frontline Employees ◽  
Content Type ◽  
Mediating Role ◽  
Hotel Managers ◽  
Innovative Behaviors

Purpose This study aims to build on the trait activation and interactionist perspective theories to investigate the effect of frontline employees’ (FLEs) willingness to take risks on hotel guest loyalty by assessing the mediating role of their innovative behaviors. It also examines whether decentralization strengthens the positive impact of willingness to take risks on innovative behavior and, subsequently, customer loyalty. Design/methodology/approach The authors collected multilevel data from various sources – hotel FLEs (n = 183), hotel operation managers (n = 46) and hotel guests/customers (n = 266) – from five-star hotels operating in Dubai. Structural equation modeling and PROCESS macro (version 3.5) were used to analyze the data. Findings The findings showed that willingness to take risks indirectly (via innovative behaviors) affects guest/customer loyalty positively. This effect is strengthened when the hotel is decentralized. Practical implications This study provides insight into how hotel managers can foster customer loyalty. More specifically, they can do so by establishing employees’ innovative behaviors triggered by employees’ positive personality traits and by giving employees more autonomy. Originality/value The present study addresses recent calls to investigate the positive impact of FLEs’ personality traits, attitudes and behaviors on customer loyalty.

Influence of consumer cosmopolitanism on purchase intention of foreign vs local brands: a developing country perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ankur Srivastava ◽  
Nitin Gupta ◽  
Nripendra P. Rana
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Consumer Preference ◽  
Consumer Attitudes ◽  
Positive Influence ◽  
Content Type ◽  
Mediating Role ◽  
Underlying Mechanisms ◽  
Foreign Brands

PurposeThis study investigates the role of consumer cosmopolitanism on consumer attitudes and purchase intentions (PIs) towards foreign and local brands.Design/methodology/approachThe responses were collected on a structured questionnaire through a consumer survey. The data were then analysed through structural equation modelling (SEM).FindingsThe results depict the positive influence of consumer cosmopolitanism on consumer attitudes towards foreign brands, which positively influences PIs towards foreign brands and negatively influences the PIs of local brands. Further, the mediating role of perceived quality was observed in explaining the consumer preference towards foreign and domestic brands.Practical implicationsFinally, the study concludes by providing implications for marketing scholars and managers of global and local brands.Originality/valueThe paper examines the underlying mechanisms related to consumer cosmopolitanism and its role in influencing the foreign and local brand purchase.

The role of green practices toward the green word-of-mouth using stimulus-organism-response model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Irfan Hameed ◽  
Hamid Hussain ◽  
Kamran Khan
Keyword(s):  
Environmental Sustainability ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Strong Relationship ◽  
Equation Modeling ◽  
Content Type ◽  
Green Practices ◽  
Green Trust ◽  
The Impact

PurposeConsumer's environmental awareness and friendliness have been growing, and consumers are increasingly concerned about the impact of hotel operations on the environment. This study evaluated the effect of green practices on the customer's green word-of-mouth (GWOM) intention for hotels with environment-friendly operations.Design/methodology/approachThe data have been collected from tourists by using the judgmental sampling technique, and a usable sample size of 257 respondents has been achieved. The data analysis has been performed using partial least squares-structural equation modeling (PLS-SEM).FindingsThere is a strong relationship between green practices adopted by hotels and the green image of hotels. This study also found that the green image of a hotel positively impacts consumer green satisfaction and green trust, and these two variables have significant influence over the GWOM.Practical implicationsThe study can be helpful in the promotion of environmentally sustainable consumer behavior in response to a stimulus being generated by the marketers and policymakers.Social implicationsThis study will further help society to share and discuss favorable information about environmental sustainability through GWOM.Originality/valueThe study investigated the effect of green hotels on GWOM approximately after one year of the COVID-19 outbreak. Hence, the results can ascertain to be the basis of the new policies of the hotels in post-COVID world.

Bank service quality: perception of customers in the Greater Accra Region of Ghana in the post banking sector reforms era

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Joseph Emmanuel Tetteh ◽  
Chrisopher Boachie
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Banking Sector ◽  
Positive Influence ◽  
Content Type ◽  
Fierce Competition ◽  
Greater Accra Region ◽  
Significant Positive Influence

PurposeIn the wake of fierce competition that has ensued among banks to get a share of the depositors' funds after the banking sector reforms in 2017, this study attempts to investigate bank service quality and its influence on customer satisfaction and customer loyalty in the Greater Accra Region of Ghana.Design/methodology/approachUsing a sample of 753 respondents (bank customers), the study employs the structural equation modelling (SEM) using Smart-PLS to test the nature of relationships between service quality, customer satisfaction and customer loyalty using the SERVQUAL model.FindingsThe findings show that, with the exception of assurance, the remaining four antecedents of service quality, namely reliability, responsiveness, empathy and tangibility had significant positive influence on customer satisfaction. The results also show a significant positive influence of customer satisfaction on customer loyalty, implying that more satisfied customers in Ghana tend to become more loyal to their banks.Practical implicationsFor policy purposes, the authors recommend that banks should invest in improving service quality to drive customer satisfaction, loyalty and ultimately firm performance. The satisfied customer is a reliable source of bank viability and survival.Originality/valueTo the best of the knowledge of the authors, this is the first time a study on bank service quality has been done involving the management of banks in Ghana. This ensures the reliability of results. The findings of this study enhance knowledge of the positive relationship between service quality, customer satisfaction and loyalty using a modified SERVQUAL model.

Candle under a bushel: communicating environmental performance to improve firm performance

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Francis Fonyee Nutsugah ◽  
Thomas Anning-Dorson ◽  
Stephen Mahama Braimah ◽  
Ernest Yaw Tweneboah-Koduah
Keyword(s):  
Firm Performance ◽  
Environmental Performance ◽  
Structural Equation ◽  
Negative Influence ◽  
Positive Influence ◽  
Partial Least Square ◽  
Least Square ◽  
Mediation Effect ◽  
Content Type ◽  
Mediating Role

PurposeThis study answers the question: “does the communication of environmental performance transmit positive overall firm performance?” The authors examine the influence of a company's environmental performance (EP) on its overall firm performance (FP) and the mediating role of integrated marketing communication (IMC) on the EP-FP relationship.Design/methodology/approachA survey of firms from the extractive, manufacturing and hospitality sectors of an emerging economy was used in testing our hypothesized relationships. Partial least square structural equation modelling (PLS-SEM) was used in analysing the data from 194 firms.FindingsThe study found that EP negatively and significantly influences FP directly. However, the introduction of IMC into the direct relationship changes this effect. IMC was, therefore, found to have a partial and complementary mediation effect on the relationship between EP and FP.Practical implicationsThe negative influence of EP on FP found explains the reluctance of companies towards environmental protection. However, if companies can utilize their communication capacity well enough in creating the necessary awareness among their stakeholder audiences, a positive relationship is created between EP and FP.Originality/valueThe benefits of EP to companies and how companies can turn their EP into gains were not clearly established in the literature. The current study has explained one of the boundary conditions that convert EP, which appears to be a cost to the firm, into a positive influence on FP. This study has, therefore, established the mechanism through which EP affects FP.

Green service attributes and amplifiers of the warm emotions evoked by them

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Birgit Leisen Pollack
Keyword(s):  
Customer Loyalty ◽  
Critical Incident ◽  
Positive Emotions ◽  
Environmentally Friendly ◽  
Environmental Preservation ◽  
Environmental Friendliness ◽  
Content Type ◽  
Mediating Role ◽  
Green Practices

PurposeThe purpose of this study is to provide insights into mechanism by which environmentally friendly initiatives positively affect a service firm's revenue stream. First, it explores attributes consumers associate with green services. Second, it affirms the mediating role of warm emotions in connecting green services to satisfaction and customer loyalty. Third, it investigates a set of amplifiers of warm emotions. These are the green tendencies of the consumer and perceived motives for adopting environmentally friendly practices.Design/methodology/approachThis research involved two studies. A critical incident study was used to tap into the consumer's perspective on green services. A total of 262 attributes of green services were categorized into overarching themes. A quantitative study addressed the mediating relationships and amplifiers of warm emotions. Pooled across three services, a total of 846 observations were analyzed.FindingsThe findings reveal that a consumer views a service as environmentally friendly if it exhibits green attributes in either the core service, service delivery process, service environment or peripheral service activities. The results of Study II affirm that warm emotions mediate the relationship between perceptions of the environmental friendliness of a service and customer satisfaction as well as customer loyalty. The study findings suggest that positive emotions are further strengthened by the level of greenness of the consumer and by a firm's money saving motives as well as environmental preservation motives the consumer attributes to the adoption of green practices.Originality/valueThis study advances the authors' understanding of what attributes consumers associate with service greenness. This research expands on the service greenness and positive emotions connection by including an initial set of amplifiers of positive emotions to include the greenness of the consumer and motives for adopting green practices.

Relational benefits and loyalty in retailing: an inter‐sector comparison

2009 ◽  
Vol 37 (6) ◽  
pp. 493-509 ◽  
Author(s):  
Maria‐Eugenia Ruiz‐Molina ◽  
Irene Gil‐Saura ◽  
Gloria Berenguer‐Contrí
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Model ◽  
Corporate Image ◽  
Major Influence ◽  
Special Treatment ◽  
Content Type ◽  
Treatment Benefits ◽  
Relational Benefits

PurposeThe purpose of this paper is to empirically a model that reflects the different types of relational benefits perceived by customers, as well as the benefits obtained by the organization in terms of customer loyalty.Design/methodology/approachIn order to achieve the aim of this paper, a quantitative analysis through a personal survey to consumers for four types of retailing activities is performed. Data are analyzed through factor analysis and a structural equation model is estimated.FindingsConfidence benefits and special treatment benefits have major influence on customer loyalty towards the retailer. These results are consistent across retail activities.Research limitations/implicationsThe present study is limited in its scope and a first approach is considered that it might inspire further research adding new constructs into the model in order to deepen into the analysis of the relationship between customer and retailer relational benefits.Practical implicationsSince the benefits related to purchase risk reduction and confidence are the most influencing on customer loyalty, the retailer should concentrate his efforts in offering guarantees for his products and carrying out communication campaigns for improving corporate image. Also actions providing special treatment benefits might have a positive influence on customer loyalty.Originality/valueRelational benefits and results for the retailer are studied in four different retail activities.

Perceived robotic server qualities and functions explaining customer loyalty in the theme park context

2020 ◽  
Vol 13 (12) ◽  
pp. 3895-3923
Author(s):  
Ady Milman ◽  
Asli Tasci ◽  
Tingting(Christina) Zhang
Keyword(s):  
Structural Equation Modeling ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Online Survey ◽  
Positive Influence ◽  
Equation Modeling ◽  
Theme Park ◽  
Content Type ◽  
Human Orientation ◽  
Complex Relationships

Purpose This paper aims to explore theme park visitors’ attitudes toward interacting with robots and investigated the qualities and functions of robotic servers and their influence on customers’ loyalty. A structural equation modeling approach was used to identify the complex relationships among variables in the entire network. Design/methodology/approach An online survey randomly assigned respondents to four different robotic server scenarios with robots that look like humans, animals, cartoon characters and anime features. The influence of robot types was investigated by manipulating robot type with four different pictures; however, the data were analyzed with a structural equation modeling model to identify the complex relationships rather than one-way analysis of variance to identify influences of robot types on different variables in separate analyzes. Findings The data collected from the 385 experienced theme park visitors revealed that perception of robots with human orientation and safety qualities had the strongest effect on the perceived robotic functionality, while emotions and co-creation qualities hardly had any effect on the perceived functionality, which included utilitarian rather than experiential functions such as excitement. Human orientation qualities, regardless of the specific robotic design, had a significant impact on perceived robotic functionality. The study also revealed a strong positive influence of perceived robotic functionality on customer loyalty. Originality/value The debate of whether or not to introduce and blend the growing robotic technology into the theme park experience is in its infancy. The study contributes to the theory of how robotics qualities and functions can augment customer loyalty.

Effects of learning culture and teamwork context on team performance mediated by dynamic capability

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rodrigo Valio Dominguez Gonzalez
Keyword(s):  
Team Performance ◽  
Structural Equation ◽  
Industrial Sector ◽  
Positive Influence ◽  
Learning Culture ◽  
Dynamic Capability ◽  
Content Type ◽  
Mediating Role ◽  
Industrial Companies ◽  
The Relationship

Purpose This study aims to investigate the relationship between learning culture and teamwork context based on the mediating role played by dynamic capability in manufacturing teams of the industrial sector. Design/methodology/approach It proposes that dynamic capability is a key element for improving the performance of teams, which, in turn, is positively affected by learning culture and teamwork context. This study is based on data from a survey of 201 companies in the Brazilian industrial sector with manufacturing teams, and followed the partial least squares approach to model the structural equation that was used for data analysis. Findings The results indicate that dynamic capability has a strong positive influence on team performance, and also that, despite learning culture and teamwork context having no direct association with performance, they offer contributions mediated by dynamic capability. Research limitations/implications This study includes a reduced sample regarding the population of Brazilian industrial companies, being restricted to only one sector of activity. Future studies may obtain larger samples by working with different sectors in different countries. Practical implications This article alerts managers to the importance of dynamic capability for improving the performance of teams, and points out the role played by learning culture and teamwork context in this relationship. Originality/value This research presents new insights into how dynamic capability contributes to the performance of teams, based on antecedent factors (learning culture and teamwork context).

A fresh look at the role of switching cost in influencing customer loyalty

2016 ◽  
Vol 28 (4) ◽  
pp. 616-633 ◽  
Author(s):  
Jiwat Ram ◽  
Ming-Lu Wu
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Direct Relationship ◽  
Switching Cost ◽  
Mediating Effects ◽  
Direct Role ◽  
Content Type ◽  
Mediating Role ◽  
The Relationship

Purpose The purpose of this paper is to investigate the possible mediating role of switching cost (SC) in influencing customer loyalty (CL). Design/methodology/approach The authors derive a model containing the relationships between customer satisfaction (CS), brand image (BI), and CL through mediating effects of SC. Data collected from 200 subscribers of China Mobile was analysed using structural equation modelling technique. Findings The authors find that SC does not mediate the relationship between CS and CL, nor that between BI and CL. While both CS and BI have a direct and positive relationship with CL, only CS is positively associated with the SC. SC in itself has no direct relationship with CL, necessitating further understanding of its role. Research limitations/implications Prior findings have suggested the mediating role of SC, this study, however, show that SC does not have any mediating role in influencing CL. In fact, the direct role of SC is also questioned, as the authors do not find any direct relationship between SC and CL. Practical implications While managers should retain a balanced strategy for implementing SC, developing a strong BI and achieving CS is more important, and could help avoid any negative implications that may ensue from the implementation of SC. Originality/value This paper offers empirical evidence of the importance of SC – or rather lack of it – in enhancing CL. It also helps explain how SC interacts with CS and BI.

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