The impact of green experience on customer satisfaction: evidence from TripAdvisor

2017 ◽  
Vol 29 (5) ◽  
pp. 1340-1361 ◽  
Author(s):  
Yixiu Yu ◽  
Xu Li ◽  
Tun-Min (Catherine) Jai
Keyword(s):  
Customer Satisfaction ◽  
Negative Experiences ◽  
Content Type ◽  
Green Practices ◽  
The Usa ◽  
Research Gap ◽  
Logistic Regressions ◽  
The Impact ◽  
The Relationship ◽  
Green Hotels

Purpose The purpose of this paper is to examine guests’ experiences at green hotels and the impact of green experience on customer satisfaction. Design/methodology/approach A total of 727 green reviews (reviews on green experiences) of the top ten green hotels in the USA were downloaded from TripAdvisor for content analysis. Descriptive statistics and ordinal logistic regressions were then used. Findings Guests have both positive and negative experiences at green hotels. “Energy”, “purchasing” and “education and innovation” are the most frequently discussed green practices. Some guests’ green experiences, such as “guest training”, “energy”, “water”, “purchasing” and “education and innovation”, significantly influence their overall satisfaction with hotels. Compared with basic green practices, advanced green practices tend to have greater impacts on customer satisfaction. Research limitations/implications This study provides insight into guests’ green experiences at hotels and their impact on customer satisfaction. More importantly, this study examines the contribution of different types of green practices to customer satisfaction. As the green hotels examined in this study were not randomly selected, the results should be interpreted with caution. Practical implications Different practices impact customer satisfaction in different ways, so hoteliers should refine their green strategies when they implement these green practices. Originality/value Very few studies have examined the relationship between green practices and customer satisfaction. A gap still exists in specifically what types of green practices affect customer satisfaction and whether different levels of green practices have different impacts on customer satisfaction. This study investigates guests’ actual experiences and fills the above research gap.

Inflation shocks and income inequality

2019 ◽  
Vol 10 (2) ◽  
pp. 226-240
Author(s):  
Rolando Gonzales ◽  
Andrea Rojas-Hosse
Keyword(s):  
Genetic Algorithm ◽  
Methodological Approach ◽  
Mena Region ◽  
Content Type ◽  
Core Inflation ◽  
Research Gap ◽  
Using Data ◽  
The Impact ◽  
The Relationship ◽  
Detrimental Impact

Purpose The purpose of this paper is to analyze the effects of inflationary shocks on inequality, using data of selected countries of the Middle East and North Africa (MENA). Design/methodology/approach Inflationary shocks were measured as deviations from core inflation, based on a genetic algorithm. Bayesian quantile regression was used to estimate the impact of inflationary shocks in different levels of inequality. Findings The results showed that inflationary shocks substantially affect countries with higher levels of inequality, thus suggesting that the detrimental impact of inflation is exacerbated by the high division of classes in a country. Originality/value The study contributes to the literature about the relationship between inflation and inequality by proposing that not only the sustained increase in prices but also the inflationary shocks – the deviations from core inflation – contribute to the generation of inequality. Also, to the best of the authors knowledge, the relationship between inflation shocks and inequality in the MENA region has never been analyzed before, thus creating a research gap to provide additional empirical evidence about the sources of inequality. Additionally, the authors contribute with a methodological approach to measure inflationary shocks, based on a semelparous genetic algorithm.

The effect of brand authenticity on consumer–brand relationships

2019 ◽  
Vol 28 (2) ◽  
pp. 231-241 ◽  
Author(s):  
Hyunjoo Oh ◽  
Paulo Henrique Muller Prado ◽  
Jose Carlos Korelo ◽  
Francielle Frizzo
Keyword(s):  
Behavioral Intentions ◽  
Structural Equation ◽  
The Self ◽  
Equation Modeling ◽  
Content Type ◽  
Brand Authenticity ◽  
Key Factor ◽  
The Usa ◽  
The Impact ◽  
The Relationship

Purpose This paper aims to explore the impact of brand authenticity on forming self-reinforcing assets (enticing-the-self, enriching-the-self and enabling-the-self), which subsequently influence the brand-self connectedness and consumers’ behavioral intentions. Design/methodology/approach The authors surveyed 347 consumers in the USA and Brazil and used structural equation modeling to test the relationship among brand authenticity, self-reinforcing assets, brand-self connectedness and behavioral intentions. Findings Brand authenticity was found to influence the self-reinforcing assets. In turn, the self-reinforcing assets promoted closeness toward the brand, thereby increasing the behavioral intentions of consumers to buy a product, visit a store/website in the future and recommend the brand to other people. Practical implications Marketing practitioners can use these results to promote better brand positioning by considering brand authenticity as a key factor in how consumers cognitively assess brands. Originality/value This paper shows that brand authenticity is a key antecedent of consumer–brand self-reinforcing assets.

Relationship marketing and customer satisfaction in the Ghanaian hospitality industry

2019 ◽  
Vol 2 (4) ◽  
pp. 326-340 ◽  
Author(s):  
George Kofi Amoako ◽  
Emmanuel Kotey Neequaye ◽  
Solomon G. Kutu-Adu ◽  
Livingstone Divine Caesar ◽  
Kwame Simpe Ofori
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Business Practices ◽  
Content Type ◽  
Equation Modelling ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to investigate how relationship marketing practice can lead to customer satisfaction in the current practices in the hotel industry in Ghana. Globally, the hospitality industry ranks as one of the most competitive business sectors with competing organisations relying on a cocktail of strategies such as relationship marketing to stay relevant, and attract and retain customers. This paper examines how relationship marketing impacts on trust, commitment and satisfaction for customers in the Ghanaian hospitality industry. Design/methodology/approach A positivist methodological framework was used for the collection of data, analysis and theoretical development in this research. The data collection questionnaire was administered to 167 guests of a 3-star hotel in the Accra Metropolis. Structural equation modelling was used to ascertain the significance of the relationship that exists between trust, commitment and customer satisfaction with respect to the relationship marketing practices of hoteliers in Ghana. Findings Study findings provide insight into the processes and practices of relationship marketing that is based on trust and commitment. The findings show a positive and significant relationship between trust, commitment and customer satisfaction. The study also revealed that commitment partially mediates the association between trust and customer satisfaction. Research limitations/implications While this study is limited to a single hospitality and tourism company in Ghana, the findings can have far reaching implications for managers in the hospitality industry in Ghana, it provides a vivid illustration of the impact that customer satisfaction can have on the fortunes of business and a genuine desire to develop trust and be committed to the welfare of business clients can lead to higher customer patronage. Practical implications Trust and commitment in the hospitality industry requires innovative business practices that makes the client value all the service experience that he or she may encounter. The findings indicate that customer satisfaction is influenced by trust and commitment in the hospitality industry. Originality/value Value to the authors’ knowledge, the relationship between trust and commitment in relationship marketing and customer satisfaction concepts has not previously been investigated using structural equation modelling analysis within the Ghanaian hospitality industry. This implies that both trust and commitment are necessary to attain customer satisfaction.

Organic food consumers: what do we really know about them?

2012 ◽  
Vol 114 (8) ◽  
pp. 1157-1183 ◽  
Author(s):  
Carolyn Dimitri ◽  
Rachael L. Dettmann
Keyword(s):  
Organic Food ◽  
Discrete Choice Models ◽  
Economic Research ◽  
Primary Data ◽  
Unique Contribution ◽  
Specific Product ◽  
Content Type ◽  
The Usa ◽  
The Impact ◽  
The Relationship

PurposeThe organic trade literature in the USA makes strong claims about the relationship between income, ethnicity, and other factors and the likelihood of purchasing organic food products. However, previous economic research focusing on the socio‐economic characteristics of organic food consumers yields mixed findings. One explanation for the literature's inconsistent findings is that most studies rely on one specific product or one region of the country, or base their analysis on data collected from in‐store surveys. Another shortcoming in the existing literature is the failure to account for how access to organic food influences the likelihood of buying organic food. This paper's goal is to identify what is known, as well as what is not known, about consumers of organic food.Design/methodology/approachThe paper extends the literature through the combination of a novel approach and unique dataset of US consumers, and addresses the relationship between demographic traits and the likelihood of buying organic food. The dataset consists of primary data recording all purchases of food as well as household demographic data, such as income, education, gender, and ethnicity, over a one‐year period for 44,000 households. The study uses different discrete choice models and multiple product categories to explore the likelihood of buying organic food from many angles, in order to assess the robustness of the statistical relationship between income, education, ethnicity, and other factors on the likelihood of buying organic food, as well as the frequency of buying organic food.FindingsThe results indicate that education has a strong effect on the likelihood of buying organic products, and that the impact of marital status, income, and access to organic are consistent across models. The findings also suggest that further research on the links between ethnicity and consumption of organic food is necessary.Research limitations/implicationsOne possible drawback to this dataset is that older, urban households are overrepresented, in comparison to the entire USA.Practical implicationsThese findings will appeal to those interested in consumer behavior in addition to those interested in organic food consumption, from both the research and trade perspectives. The research indicates that access to organic food is an important determinant of the likelihood of a household buying organic food, the industry in the USA can expand sales by increasing consumer access to organic food.Originality/valueThis paper's unique contribution is the exploration of the robustness of the impact of different factors on the likelihood of buying organic food. The inclusion of access to organic food is also new to the literature, and as expected, households with greater access to organic food are more likely to purchase organic food.

Customer satisfaction and sales performance in wine tasting rooms

2014 ◽  
Vol 26 (1) ◽  
pp. 45-60 ◽  
Author(s):  
Marin Shapiro ◽  
Miguel I. Gómez
Keyword(s):  
New York ◽  
Customer Satisfaction ◽  
Sales Performance ◽  
Purchase Intentions ◽  
Content Type ◽  
Repurchase Intentions ◽  
Finger Lakes ◽  
The Impact ◽  
The Relationship ◽  
Customer Reaction

Purpose – The purpose of this paper is to study the linkages between customer satisfaction (CS) and sales performance among wineries in New York State's Finger Lakes region. Design/methodology/approach – A survey instrument was used to collect data from visitors to winery tasting rooms in the Finger Lakes. Responses from 457 visitors were collected from nine wineries during the period June 2010 through November 2010. The authors used a factor analysis to identify the primary drivers of CS. Then, the authors modeled the relationship between these drivers and overall CS and assessed the impact of CS on sales, purchase and repurchase intentions. Findings – The authors found five principal drivers of CS: ambience, tasting protocol, service, retail execution, and tasting experience. Of these, ambience and service exerted the most influence on overall CS. Furthermore, as expected, CS significantly influences purchase intentions, the amount of dollars spent and quantity purchased. Practical implications – The results provide valuable information to winery tasting room managers/owners on measures they can use to improve sales performance. Identifying attributes of the tasting room that generate a positive customer reaction can help winery managers/owners make profit-maximizing decisions. Originality/value – While the links between CS and sales performance have been established in other product sectors, few studies have focused on a comprehensive assessment of CS and sales performance in wine tasting rooms.

Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan

2015 ◽  
Vol 33 (4) ◽  
pp. 442-456 ◽  
Author(s):  
Hashim Zameer ◽  
Anam Tara ◽  
Uzma Kausar ◽  
Aisha Mohsin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Independent Variables ◽  
Customer Perceived Value ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of this paper is to explore the impact of services quality, customer satisfaction and corporate image on customer perceived value in the banking sector of Pakistan. Design/methodology/approach – A model is developed to show the relationship between dependent and independent variables taken from the existing literature. The data are collected from 200 respondents taken from the five major cities of Pakistan using structured questionnaire. Correlation and regression are applied to estimate the relationship between variables and find out the extent to which the independent variables have impact on the dependent variable. Findings – Results show that there is a positive relation between the service quality, customer satisfaction and corporate image. It is also analyzed by the results that service quality and customer satisfaction have high impact on the customer perceived value where corporate image also effect the customer perceived value. Originality/value – This paper identified the impact of service quality, customer satisfaction and corporate image on the customer perceived value that helps the services sector especially banks how they can improve the customer perceived value through improving their service quality, customer satisfaction and corporate image.

scholarly journals The impact of economic interdependence on the probability of conflict between states

2019 ◽  
Vol 4 (1) ◽  
pp. 38-53 ◽  
Author(s):  
Mina E. Tanious
Keyword(s):  
Political Conflict ◽  
Armed Conflicts ◽  
Economic Interdependence ◽  
International Conflicts ◽  
Content Type ◽  
Interstate Disputes ◽  
The Usa ◽  
The Impact ◽  
The Relationship ◽  
Militarized Interstate Disputes

Purpose The purpose of this paper is to explore to what extent the economic interdependence can affect the likelihood of conflict between States. Specially, over the past few decades, there has been a huge interest in the relationship between economic interdependence and political conflict. Liberals argue that economic interdependence lowers the possibility of war by increasing the weight of trading over the alternative of aggression; interdependent states would rather trade than invade; realists dismiss the liberal argument, arguing that high interdependence increases rather than decreases the probability of war. In anarchy, states must constantly worry about their security. Design/methodology/approach This paper highlights the content and level of economic interdependence between China and the USA since the beginning of China’s economic reform in 1979 and examines the impact of economic interdependence between them on their relationship toward Taiwan since 1995 and the probability of conflict. Findings Economic interdependence is proved to significantly decrease the onset of conflict between the two parties. This can be shown by comparing the number of armed conflicts during the pre-interdependence period to the number of armed conflicts after the economic interdependence there was an overage of 0.79 militarized interstate disputes (MIDs)/year, compared to 0.26 MIDs/year following China’s economic reforms; also, the length of the hostilities was longer during the pre-interdependence period (with an average of 11.13 months versus 5.33 months). Originality/Value This means that economic interdependence does not completely prevent the outbreak of international conflicts, but it also plays a major role in influencing the conflict in terms of the conflict’s intensity, the use of armed force and the number of conflicts that occur between the economic interdependence states.

Editorial

2015 ◽  
Vol 28 (2) ◽  
pp. 170-176
Author(s):  
Enrique Ogliastri
Keyword(s):  
Marketing Strategies ◽  
Research Papers ◽  
Environmental Practices ◽  
Content Type ◽  
Service Companies ◽  
The Usa ◽  
Work Interaction ◽  
The Impact ◽  
The Relationship ◽  
Hotel Marketing

Abstract This issue includes six research papers originating from ten different institutions across four countries: Chile, Spain, the USA and Portugal. The first paper deals with staff turnover in service companies. The second is a study into life-work interaction for executives who have to take short but frequent international trips as part of their job. The third paper investigates how being self-employed (or alternatively, a salaried employee) affects the relationship between life and job satisfaction. The fourth paper looks at the impact of information technology (IT) on hotel marketing. The fifth examines marketing strategies for the growing segment of people with high purchasing power. And the sixth and final paper studies the impact of IT on the relationship between environmental practices and companies’ actual environmental performance. Resumen Se incluyen seis artículos de investigación procedentes de diez instituciones en cuatro países: Chile, España, Estados Unidos y Portugal. El primero trata sobre la rotación de personal en empresas de servicios. El segundo es un estudio exploratorio sobre la interacción entre vida y trabajo de ejecutivos que deben realizar breves pero frecuentes viajes internacionales como parte de su trabajo. El tercero, estudia el efecto de trabajar por cuenta propia (o asalariado) en la relación entre la satisfacción con la vida y con el trabajo. El cuarto sobre el impacto de las tecnologías de información en el mercadeo de hoteles. El quinto sobre estrategias de mercadeo para el creciente segmento de personas en sectores de alto poder adquisitivo. El sexto estudia el impacto de la tecnología de información en la relación entre prácticas ambientales y el efectivo desempeño ambiental de las empresas.

Does religiosity matter for customer loyalty? Evidence from halal cosmetics

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dwi Suhartanto ◽  
David Dean ◽  
Ira Siti Sarah ◽  
Raditha Hapsari ◽  
Fatya Alty Amalia ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Emotional Attachment ◽  
Cosmetic Products ◽  
Content Type ◽  
The Impact ◽  
The Relationship ◽  
Practical Implications

Purpose This paper aims to assess customer loyalty towards halal cosmetics using three integrated loyalty routes of product quality, emotional attachment and religious determinants. Design/methodology/approach The data for this study were gathered from 457 s cosmetics customers. Variance-based structural equation modelling was applied to assess the association between product quality, emotional attachment, religiosity, customer satisfaction and customer loyalty. Findings This study reveals that for halal cosmetics, customer loyalty is driven more by emotional attachment and product quality than by religiosity. Further, the religiosity does not moderate the relationship between customer satisfaction and customer loyalty. Finally, this study reveals that the impact of emotional attachment and product quality on customer loyalty is partly through strengthening customer satisfaction. Practical implications This study provides an opportunity for halal cosmetics managers to increase customer loyalty through the development of emotional attachment and product quality. To develop customer loyalty towards their halal cosmetic products, this study suggests that halal cosmetics managers should offer high-quality products and continuously innovate their cosmetic products. Originality/value This is an early empirical study attempting to examine the link between religiosity and customer loyalty in halal cosmetic products.

Banking services for SMEs' internationalization: evaluating customer satisfaction

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Vincenzo Formisano ◽  
Andrea Moretta Tartaglione ◽  
Maria Fedele ◽  
Ylenia Cavacece
Keyword(s):  
Customer Satisfaction ◽  
Point Of View ◽  
Kano Model ◽  
Banking Services ◽  
Content Type ◽  
Wide Range ◽  
International Activities ◽  
The Impact ◽  
The Relationship

PurposeThe purpose of this paper is to analyse the quality of banking services provided in support of small- and medium-sized enterprises' (SMEs) internationalization from the customers' perspective.Design/methodology/approachCustomer satisfaction of 50 Italian SMEs with the banking services provided for international activities has been evaluated by adopting the Kano model's continuous and discrete analyses.FindingsResults show which banking services provided for business internationalization are necessary to satisfy customers' expectations, which services customers like having and dislike not having and which services are unexpected by customers creating a high increase in satisfaction when provided.Research limitations/implicationsThis work shows the value of the Kano model in evaluating the non-linear relationship between customer satisfaction and quality of banking services for the international activities of companies. The main limitation of this work is the limited geographical context of the investigation.Practical implicationsThis research suggests banks to transform their role in the relationship with SMEs from mere financiers to active partners committed to their growth abroad by offering a wide range of services not just financial, but also counselling and care professional, thus achieving mutual benefits.Originality/valuePrevious works on banking services and business internationalization are focussed on the transaction costs, information asymmetries and the impact of online banking. This work advances available knowledge by analysing the customer's point of view, evaluating the satisfaction of SMEs which, although more dependent on banks for their expansion abroad than large listed companies, are mostly ignored by literature.

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