Exploring key factors influencing customer behavioral intention in robot restaurants

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xinhua Guan ◽  
Jinhong Gong ◽  
Mingjie Li ◽  
Tzung-Cheng Huan
Keyword(s):  
Service Delivery ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Negative Attitude ◽  
Individual Characteristics ◽  
Service Robots ◽  
Equation Modeling ◽  
Content Type ◽  
The Impact

Purpose The purpose of this study is to explore the impact of the robot restaurant servicescape and robot service competence (RSC) on customers’ behavioral intentions and to analyze the mediating role of hedonic value (HV) and utilitarian value (UV) in these relationships and the moderating role of individual characteristics. Design/methodology/approach This research involves seven constructs to be measured, namely, servicescape, RSC, negative attitude toward robots (NAR), openness to change (OC), HV, UV and behavioral intention. This research selects Foodom robot restaurants, located in Shunde and Guangzhou of China, as the research site, and the research objects are customers having dinner in the restaurant. A total of 485 valid data was collected. Structural equation modeling was used to analyze the data, verify the proposed research model, and test the research hypotheses. Findings The study finds that servicescape and RSC improve customer behavioral intention. Additionally, HV and UV mediate the influence of servicescape and RSC on customer behavioral intention. Moreover, OC negatively moderates the influence of servicescape on UV and that a NAR negatively moderates the influence of RSC on HV. Originality/value Through carefully design of servicescape and the improvement in service capabilities of robots, the original service delivery dominated by frontline service personnel can be transformed into service delivery dominated by service robots, which is conductive to providing a pleasant and unforgettable experience for customers.

Traveler loyalty and its antecedents in the hotel industry

2019 ◽  
Vol 31 (1) ◽  
pp. 474-495 ◽  
Author(s):  
Heesup Han ◽  
Kiattipoom Kiatkawsin ◽  
Wansoo Kim
Keyword(s):  
Structural Equation ◽  
Equation Modeling ◽  
Emotional Experiences ◽  
Continuance Commitment ◽  
Content Type ◽  
Guest Satisfaction ◽  
Loyalty Intentions ◽  
The Impact ◽  
Metric Invariance

PurposeThe purpose of this paper is to examine the intricate associations among the performance of ambient atmospherics, emotional experiences, overall image and guest satisfaction and test the influence of these relationships on loyalty intentions by considering the moderating impact of continuance commitment in the upscale hotel context.Design/methodology/approachA field survey was conducted to collect the data. A quantitative approach was used for data analysis. Structural equation modeling and a test for metric invariance were used to identify the impact of study variables.FindingsThe results of this paper indicated that the hypothesized relationships were in general significant, that the proposed theoretical framework satisfactorily predicted guests’ intentions to be loyal and that the role of satisfaction among study constructs was prominent. Findings from the test for metric invariance also showed that continuance commitment significantly affected the associations among emotional experiences, satisfaction and loyalty intentions. Moreover, emotional experiences, overall hotel image and guest satisfaction were found to play a significant mediating role in generating loyalty intentions.Practical implicationsThe findings of this paper inform hotel practitioners of the clear role of atmospherics, emotional experiences, image, satisfaction and continuous commitment in building loyalty. In addition, these findings can help hotel practitioners and researchers invent thorough and strategic methods for loyalty enhancement.Originality/valueThe existing hotel literature has provided a limited view regarding the impact of these research variables. The present paper filled this research gap through the successfully development of a robust framework for hotel guest loyalty.

Green marketing programs as strategic initiatives in hospitality

2015 ◽  
Vol 29 (2) ◽  
pp. 81-92 ◽  
Author(s):  
Mark Scott Rosenbaum ◽  
Ipkin Anthony Wong
Keyword(s):  
Firm Value ◽  
Structural Equation ◽  
Economic Value ◽  
Green Marketing ◽  
Loyalty Programs ◽  
Equation Modeling ◽  
Content Type ◽  
The Impact ◽  
Guest Loyalty

Purpose – This paper aims to investigate a guest’s subjective appraisal of a hotel’s green marketing program, or green equity, along with value, brand and relationship equities on guest loyalty. Design/methodology/approach – Study 1 presents three models to explicate the role of a luxury hotel’s green initiatives in influencing guest loyalty. By means of structural equation modeling, one model emerges with the best fit. Study 2 examines how tourists assign economic value to a hotel’s green programs. Findings – Green equity plays a significant role in customers’ overall assessment of a hotel’s marketing programs; however, the effect is weaker when compared with the other indicators, including a hotel’s value proposition, brand image and loyalty programs. Furthermore, the results reveal that tourists are willing to pay a price premium for a hotel’s green marketing programs. Research limitations/implications – The paper links green marketing to the customer equity model and clarifies the impact of green marketing programs on loyalty and profitability. However, the study was conducted among luxury hotel guests and tourists in Macau, a leading gambling destination; thus, these customers might not have been concerned with green marketing initiatives. Practical implications – The results show that green initiatives are beneficial as long as managers include these initiatives in their overall strategic marketing programs that also promote firm value propositions, brand images and reputation. Originality/value – The paper clarifies the role of green marketing programs in hospitality and shows how hotels can benefit from enhanced guest loyalty and decreased operational expenses by implementing green initiatives.

Interpersonal antecedents to employee upward voice: mediating role of psychological safety

2018 ◽  
Vol 67 (9) ◽  
pp. 1510-1525 ◽  
Author(s):  
Sriji Edakkat Subhakaran ◽  
Lata Dyaram
Keyword(s):  
Structural Equation ◽  
Psychological Safety ◽  
Employee Voice ◽  
Equation Modeling ◽  
Voice Behavior ◽  
Content Type ◽  
Mediating Role ◽  
Manager Behavior ◽  
The Impact

Purpose Despite the increasing prominence of employee voice in organizational innovation and productivity, employees continue to struggle to influence matters that affect them at work. The purpose of this paper is to model work group context and manager behavior as the predictors of employee upward voice. Further, a mediating role of employee psychological safety is examined in this link. Design/methodology/approach With data from 575 employees representing various technology firms in India, the authors test the hypothesized relationships using covariance-based structural equation modeling. Findings Results indicate coworkers upward voice and manager pro-voice behavior to significantly impact employee upward voice with a mediating impact of psychological safety. This implies that perceived psychological safety plays a significant role in explaining the impact, coworkers and manager behavior would have on regulating employee upward voice. Originality/value This study contributes to the employee voice literature from an Indian context, where upward communication is culturally discouraged.

Organizational justice, conflict management and employee relations

2019 ◽  
Vol 40 (4) ◽  
pp. 783-799 ◽  
Author(s):  
Rojalin Sahoo ◽  
Chandan Kumar Sahoo
Keyword(s):  
Conflict Management ◽  
Organizational Justice ◽  
Structural Equation ◽  
Power Transmission ◽  
Equation Modeling ◽  
Employee Relations ◽  
Content Type ◽  
Transmission Unit ◽  
The Impact

Purpose The purpose of this paper is to examine the impact of organizational justice and conflict management on employee relations (ER) through the mediating role of climate of trust. Design/methodology/approach This study was conducted with a sample of 331 employees working in a power transmission unit of Odisha. Data were collected by administering a structured questionnaire and analyzed using structural equation modeling (AMOS 20). Findings The results reveal that climate of trust plays the role of a partial mediator between organizational justice and ER and conflict management and ER. Also, it was found that organizational justice, conflict management and climate of trust are the positive and significant predictors of ER. Research limitations/implications The study was confined to a single state-owned power transmission unit of an Indian state, which restricts its generalizability. The research would benefit from exploration in alternative units. Practical implications This scholarly work may encourage managers and decision makers to develop trust building climate by focusing on organizational justice and conflict management to flourish an environment of harmonious ER, furthermore to formulate effective strategies for cultivating facilitative work environment to enhance positive attitude among the employees to challenge future goals. Originality/value The research is exclusive in determining the influence of organizational justice and conflict management on ER through the mediator of climate of trust in the new perspective of the power sector that provides empirical evidence to the extant literature.

The role of the fit construct and sponsorship portfolio size for event sponsorship success

2015 ◽  
Vol 49 (5/6) ◽  
pp. 874-893 ◽  
Author(s):  
Manfred Bruhn ◽  
Matthias Holzer
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Equation Modeling ◽  
Content Type ◽  
Positive Attitudes ◽  
Sponsorship Effectiveness ◽  
Portfolio Size ◽  
The Impact ◽  
Practical Implications

Purpose – The purpose of this paper is to extend sponsorship literature by investigating the role of the fit construct and perceived sponsorship portfolio size for event sponsorship success. To analyze the sponsor–event fit in more detail, the authors draw on the network perspective and, as a consequence, split the sponsor–event fit into two constructs: the sponsor–artist fit construct and the sponsor–event organizer fit construct. Then, a model is developed and tested that examines the effect of these two constructs and perceived sponsorship portfolio size on sponsorship success. Design/methodology/approach – The model is tested with data from 330 visitors to two different concerts in Switzerland. Real events with non-student samples are examined. The data are tested using Mplus 6.0 structural equation modeling. Findings – Results report that the sponsor–artist fit, the sponsor–event organizer fit and perceived sponsorship portfolio size are important drivers of attitude toward the sponsor. Moreover, sponsorships that cause positive attitudes toward the sponsor are found to enhance willingness to pay a price premium and purchase intention. Practical implications – This paper reveals that it is important for sponsorship managers to correctly consider the fit construct and perceived sponsorship portfolio size for sponsorship success. Additionally, the tested model provides an instrument for measuring sponsorship effectiveness. Originality/value – The current paper reveals new results by investigating the impact of the sponsor–artist fit and the sponsor–event organizer fit on sponsorship success. Furthermore, the current research paper is the first to analyze the effects of a sponsorship portfolio which is not limited to one sponsorship category on sponsorship success.

Expatriate's engagement and burnout: the role of purpose-oriented leadership and cultural intelligence

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Flavia Cavazotte ◽  
Sylvia Freitas Mello ◽  
Lucia B. Oliveira
Keyword(s):  
Structural Equation ◽  
Design Methodology ◽  
Cultural Intelligence ◽  
Multinational Companies ◽  
Equation Modeling ◽  
Content Type ◽  
The Uk ◽  
The Impact

PurposeThis study analyzes the impact of purpose-oriented leadership and leader cultural intelligence on engagement and burnout among expatriates undertaking long-term corporate assignments, grounded on social psychology frameworks on interpersonal bias.Design/methodology/approachA survey was conducted with corporate expatriates from 21 different nationalities, who work for large multinational companies and were on assignment in 23 distinct countries – including Brazil, China, Japan and the UK Partial Least Squares Structural Equation Modeling was used to evaluate the proposed hypotheses.FindingsResults indicate that leader cultural intelligence is associated with lower burnout and higher engagement among expatriates, and that purpose-oriented leadership is associated with higher expatriate engagement but not with lower burnout.Originality/valueThis research contributes to the field by highlighting specific leader attributes that can foster successful expatriation: cultural intelligence and purpose-oriented leadership. The study adds to knowledge on leader–follower relationships amid national and cultural diversity by pointing to actionable leader qualities that can foster expatriate engagement and prevent his/her burnout.

Relationships among absorptive capacity, creativity and job performance: the moderating role of social media usage

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Huseyin Ince ◽  
Salih Zeki Imamoglu ◽  
Hulya Turkcan
Keyword(s):  
Social Media ◽  
Job Performance ◽  
Absorptive Capacity ◽  
Structural Equation ◽  
Equation Modeling ◽  
Content Type ◽  
Media Usage ◽  
The Impact ◽  
Moderating Role

PurposeThis paper investigates the impact of absorptive capacity (ACAP) on creativity and the effect of creativity on job performance. Further, the study investigates the moderating role of social media usage on the ACAP–creativity link and the creativity–job performance link. Accordingly, drawing on the ACAP perspective and social exchange theory (SET), the study develops a conceptual model and tests the proposed relationships.Design/methodology/approachThe paper empirically tests the developed model using 512 survey responses from research and development (R&D) employees. Data were factor analyzed, and path estimates were determined using structural equation modeling to test the hypotheses.FindingsThe results reveal that (1) individual ACAP is positively related to creativity; (2) creativity is positively associated with job performance and (3) social media usage positively moderates the relationship between individual ACAP and creativity.Originality/valueThis paper contributes to the ACAP and creativity literature by establishing a comprehensive and empirically grounded framework that enlightens the relationships between ACAP, creativity, job performance and the moderating role of social media usage.

Feeling guilty and willingness to buy organic food: the moderating role of motherhood

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Faruk Anıl Konuk
Keyword(s):  
Food Safety ◽  
Structural Equation ◽  
Environmental Concern ◽  
Safety Concern ◽  
Organic Food ◽  
Equation Modeling ◽  
Content Type ◽  
Willingness To Buy ◽  
The Impact

PurposeThe main purpose of the study is to examine the moderating influence of motherhood on the linkage between feeling guilty and willingness to buy organic food.Design/methodology/approachThe data were collected using a questionnaire from female consumers and analyzed with structural equation modeling.FindingsThe structural equation model results revealed that food safety concern and environmental concern influence feeling guilty about buying conventional food products. The empirical findings also supported the positive effect of feeling guilty on willingness to buy organic food. Additionally, for mother consumers, the impact of food safety concern and environmental concern on feeling guilty was greater than non-mother consumers. Similarly, moderator analyses revealed that the influence of feeling guilty on willingness to buy organic food is significantly higher for mothers.Originality/valueReferring to the attitude-behavior-context (ABC) theory, the current research aimed at filling the knowledge void by examining how motherhood moderates the relationship between feeling guilty and willingness to buy organic food. Hence, understanding the moderation role of motherhood provides newer insights into consumer behavior and marketing literature. The results of the research can help both organic food producers and retailers to develop successful marketing strategies.

Distrust issues in business-to-business e-procurement decisions

2019 ◽  
Vol 32 (6) ◽  
pp. 1071-1088
Author(s):  
Dothang Truong
Keyword(s):  
New Product Development ◽  
Structural Equation ◽  
Selection Process ◽  
Measurement Model ◽  
Equation Modeling ◽  
Intention To Use ◽  
Content Type ◽  
Supplier Integration ◽  
The Impact

Purpose Despite the important role of distrust in predicting the intention to use, existing literature has not studied the impact of distrust on the buyer’s integration with suppliers and their e-procurement usage in the B2B context, creating major gaps in the e-procurement theory. The purpose of this paper is to fill the gaps in the literature by examining the role and impact of distrust in the e-procurement context. Design/methodology/approach Data were collected through a web-based survey of purchasing professionals in the USA. ANOVA was used to compare the level of distrust among companies. In addition, the measurement model and hypotheses were tested using the structural equation modeling method. Findings Empirical findings indicate if buyers have uncertainty or negative expectation on the reliability and capability of the supplier in e-procurement systems, they would tend to hesitate to use e-procurement for purchasing. Furthermore, distrust also inhibits buyers from strengthening the supplier integration through sharing operational and logistics information and collaborating in new product development and purchasing process. Research limitations/implications This paper discovers the vital role of distrust in the e-procurement context. Distrust has a significant impact on a company’s cooperation and commitment with business partners. Additionally, to improve the supplier integration, it is important not only to use e-procurement applications but also to have a mechanism to lower the buyers’ distrust level in e-procurement systems. Practical implications Realizing the important role of distrust, e-procurement vendors could improve the supplier selection process by allowing buyers to review the supplier’s reliability and capability, and to interact with the supplier before making any online purchase. Vendors could also build a better supplier verification system and collaborative mechanism to reduce buyers’ distrust issues. Originality/value Despite the important role of distrust in predicting the intention to use, existing literature has not studied the impact of distrust on the buyer’s integration with suppliers and their e-procurement usage in the B2B context, creating major gaps in the e-procurement theory. This paper fills the gaps in the literature by examining the role and impact of distrust in the e-procurement context.

The impact of customer’s perceived service innovativeness on image congruence, satisfaction and behavioral outcomes

2015 ◽  
Vol 6 (3) ◽  
pp. 288-310 ◽  
Author(s):  
Sreejesh S ◽  
Amarnath Mitra ◽  
Debjani Sahoo
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Behavioral Outcomes ◽  
Empirical Support ◽  
Equation Modeling ◽  
Content Type ◽  
Service Firm ◽  
Image Congruence ◽  
The Impact

Purpose – This paper aims to provide empirical evidence of relationship between perceived service innovativeness, image-congruence, satisfaction and behavioral outcomes at the customer level. It hypothesizes a moderated mediation model, denoting that perceived service innovativeness relates to image-congruity dimensions, which, in turn, will promote satisfaction at cognitive and affective level, thereby creating strong behavioral outcomes. Design/methodology/approach – Data were collected through online surveys. The survey aimed at measuring the hypothesized constructs and other study-relevant information. Hypotheses were tested using the structural equation modeling technique. Findings – This paper validates the role of perceived service innovativeness as a mechanism facilitating development and transfer of customer’s image-congruence toward a service firm. It also finds that the image-congruity dimensions fully mediate the relationship between perceived innovativeness and satisfaction. The resultant customer satisfaction leads to the development of behavioral outcomes. Further, the study finds that perceived innovativeness have varying effects on image-congruence dimensions depending upon customer’s prior experience. Practical implications – The study provides evidence to managers that the customer-centric value creation through image-congruence requires development of positive perceived service innovativeness, which will result in customer satisfaction and their behavioral outcomes. Originality/value – The study is the first attempt to find empirical support for the role of perceived service innovativeness to create customer’s image congruity with a service firm. Further, analyzing how perceived service innovativeness, image-congruence, customer satisfaction and behavioral outcomes are related to each other is also an important contribution.

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