Service authenticity and its effect on positive emotions

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jong-Hyeong Kim
Keyword(s):  
Design Methodology ◽  
Positive Emotions ◽  
Service Organizations ◽  
Dimensional Structure ◽  
Multiple Features ◽  
Psychological Traits ◽  
Content Type ◽  
Revisit Intention ◽  
Structural Relationships ◽  
Practical Implications

Purpose This paper aims to report that authenticity is a crucial factor in determining consumer behavior. To ensure that customers feel a sense of authenticity, service organizations and researchers must understand the factors that convey perceived authenticity. Therefore, this study uses multiple features of perceived service authenticity (i.e. continuity, consistency, uniqueness, talent, scarcity, honesty and traditional) and examines their effects on positive emotions in a traditional restaurant service context. Design/methodology/approach A total of 342 surveys were collected using a panel data service in China. This study examined the structural relationships among perceived service authenticity, positive emotions and revisit intention using AMOS. Additionally, a multigroup analysis was conducted to identify the moderating effect of individuals’ psychological traits (i.e. nostalgia proneness). Findings The results indicated that all service authenticity dimensions except continuity significantly enhance positive emotions. Furthermore, positive emotions significantly enhanced revisit intention. The results also revealed that nostalgia proneness moderates the effects of service authenticity on positive emotions. Practical implications The results provide important insights into how to increase customers’ perceived service authenticity and positive emotions. Originality/value This research is a pioneering effort to conceptualize a multiple-dimensional structure of the authenticity model and test its appropriateness in a traditional restaurant context. Furthermore, this study is one of the first attempts to develop an authenticity model that links service authenticity, positive emotions, revisit intention and the moderator of nostalgia proneness based on the Mehrabian and Russell model.

Emotional comprehension of a name-brand coffee shop: focus on lovemarks theory

2019 ◽  
Vol 31 (3) ◽  
pp. 1046-1065 ◽  
Author(s):  
HakJun Song ◽  
So Young Bae ◽  
Heesup Han
Keyword(s):  
Brand Loyalty ◽  
Design Methodology ◽  
Emotional Experiences ◽  
Coffee Shop ◽  
Brand Love ◽  
Content Type ◽  
Structural Relationships ◽  
And Performance ◽  
Self Administered Questionnaire ◽  
Practical Implications

Purpose This study aims to identify the structural relationships among the drivers of lovemarks (mystery, sensuality, intimacy, trust, reputation and performance), lovemarks (brand love and brand respect) and loyalty of a name-brand coffee shop. Design/methodology/approach To this end, a self-administered questionnaire survey was conducted, and after eliminating the outliers, a total of 401 data were analyzed using the SPSS and AMOS statistical packages. Findings The results of the current study indicate that both customers’ brand love and respect are positively related to their brand loyalty and sensuality, intimacy, trust among drivers of lovemarks directly affecting their brand loyalty, suggesting that the theory of lovemarks is useful to understand the process of generating brand loyalty. Moreover, it was revealed that reputation and performance are significant antecedents of brand respect, while mystery, sensuality and intimacy are important to explain brand love. Practical implications The present research informed that effectively dealing with two constituents of lovemarks (brand love and brand respect) are of utmost importance in building patrons’ brand loyalty. In addition, patrons’ cognitive and emotional experiences should be improved to boost the level of loyalty for a name-brand coffee shop. Originality/value This study made a contribution to the literature by conceptually and empirically evaluating lovemarks’ dimensions simultaneously in the name-brand coffee shop environment. In addition, this research was the first attempt to explicate loyalty formation for a name-brand coffee shop by using the lovemarks theory.

scholarly journals Food markets visitors: a typology proposal

2016 ◽  
Vol 118 (4) ◽  
pp. 840-857 ◽  
Author(s):  
Montserrat Crespi-Vallbona ◽  
Darko Dimitrovski
Keyword(s):  
Cluster Analysis ◽  
Design Methodology ◽  
Business Strategies ◽  
Segmentation Method ◽  
Food Markets ◽  
Destination Branding ◽  
Content Type ◽  
Revisit Intention ◽  
Food Market ◽  
Practical Implications

Purpose – Focusing on food markets popularity among tourists, the purpose of this paper is to differentiate clusters of tourists based on their behaviour during their visit of these food halls. Design/methodology/approach – Factor-cluster analysis is the segmentation method used to identify food markets groupings related to their motivations, while ANOVA was performed to determine differences between clusters when it comes to perceived authenticity, satisfaction and revisit intention. La Boqueria in Barcelona (Spain) is the paradigmatic food market used to conduct 196 survey respondents based on factor importance. Findings – Two homogenous clusters were identified and labelled as apathetic-market visitors and food-market lovers. Practical implications – Segmentation proposal provides insights to be taken into account for future Destination Management Organisation’s policies, related to promotional activities and destination branding development. They could create effective tailor-made promotional campaigns and adequate business strategies to further attract more food lovers markets, without removing apathetic-market visitors. Originality/value – Fill the gap in the existing knowledge on the tourism interest of local markets in destinations and identify through factor-cluster analysis.

Search engine optimization

2016 ◽  
Vol 34 (2) ◽  
pp. 197-206 ◽  
Author(s):  
Sungin Lee ◽  
Wonhong Jang ◽  
Eunsol Lee ◽  
Sam G. Oh
Keyword(s):  
Search Engine ◽  
Search Engines ◽  
Design Methodology ◽  
Information Service ◽  
Service Organizations ◽  
Library Services ◽  
Content Type ◽  
Search Engine Optimization ◽  
Accepted Practice ◽  
Practical Implications

Purpose – The purpose of this paper is to examine the effect of, and identify core techniques of, search engine optimization (SEO) techniques applied to the web (http://lg-sl.net) and mobile (http//m.lg-sl.net) Science Land content and services at LG Sangnam Library in Korea. Design/methodology/approach – In accordance with three major SEO guidelines, ten SEO techniques were identified and applied, and their implications were extracted on three areas: improved search engine accessibility, increased relevance between site content and search engine keywords, and improved site credibility. The effects were quantitatively analyzed in terms of registered search engine keywords and influx of visits via search engines. Findings – This study shows that SEO techniques help increase the exposure of the library services and the number of visitors through search engines. Practical implications – SEO techniques have been applied to a few non-Korean information service organizations, but it is not a well-accepted practice in Korean libraries. And the dominant search engines in Korea have published their own SEO guidelines. Prior to this study, no significant endeavors have been undertaken in the context of Korean library services that have adopted SEO techniques to boost exposure of library services and increase user traffics. Originality/value – This is the first published study that has applied optimized SEO techniques to Korean web and mobile library services, in order to demonstrate the usefulness of the techniques for maximized exposure of library content.

Virtual reality experiences, attachment and experiential outcomes in tourism

2019 ◽  
Vol 75 (3) ◽  
pp. 481-495 ◽  
Author(s):  
Hung-Che Wu ◽  
Chi-Han Ai ◽  
Ching-Chan Cheng
Keyword(s):  
Virtual Reality ◽  
Video Games ◽  
Design Methodology ◽  
Positive Relationship ◽  
Tourism Industry ◽  
Positive Relationships ◽  
Content Type ◽  
Structural Relationships ◽  
The Relationship ◽  
Practical Implications

Purpose The purpose of this study is to examine the structural relationships between the dimensions of virtual reality (VR) experiences (immersion, interaction, usability and illusion), the dimensions of VR attachment (VR dependence, VR identity, VR affect and VR familiarity) and the dimensions of VR experiential outcomes (VR experiential satisfaction, VR experiential loyalty and VR experiential advocacy). Design/methodology/approach A total of 490 visitors who tried 360 VR travel video games in the TripMoment VR were surveyed. Findings In this study, there are positive relationships between VR experiential satisfaction and immersion, interaction, illusion, as well as VR identity, VR affect and VR familiarity. In addition, VR experiential satisfaction has a positive relationship with VR experiential loyalty. In addition, VR experiential advocacy has a positive relationship with both VR experiential satisfaction and VR experiential loyalty. Practical implications The results show that tourism operators should focus on increasing VR experiential satisfaction and experiential loyalty to enable visitors to have intentions to advocate their VR experiences. Originality/value This paper provides the data that lead to a better understanding of the relationship between the dimensions of VR experiences, VR attachment and VR experiential outcomes in the tourism industry.

Cultivating a culture of change

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Keyword(s):  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
Change Readiness ◽  
Cutting Edge ◽  
Service Organizations ◽  
Content Type ◽  
Digital Service ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Digital service organizations have to embrace change at all levels on a continual basis. In order to successfully adopt change events, all employees need to have high levels of change readiness. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Commentary: vulnerable consumers in service settings

2017 ◽  
Vol 31 (4/5) ◽  
pp. 309-312 ◽  
Author(s):  
Mark Scott Rosenbaum ◽  
Tali Seger-Guttmann ◽  
Mario Giraldo
Keyword(s):  
Design Methodology ◽  
Sexual Exploitation ◽  
Well Being ◽  
Service Organizations ◽  
Hearing Impairments ◽  
Special Issue ◽  
Content Type ◽  
Research Collection ◽  
Vulnerable Consumers ◽  
Practical Implications

Purpose This commentary aims to introduce a collection of articles that highlights the experiences, needs and challenges of vulnerable consumers within a variety of service contexts. As a research collection, the investigations reveal that service researchers have overlooked how service design and processes affect vulnerable consumers. Design/methodology/approach The commentary is a conceptual perspective based on the investigations put forward in this special issue, extant literature and the editors’ perspectives. Findings Many consumers enter service contexts in some type of vulnerable condition. These conditions may include those relating to deafness, hearing impairments, older age, sexual orientation, immigration status and acculturation, participation in sexual exploitation, geographical remoteness, mental health challenges, obesity, natural disasters, language barriers and being the brunt of service provider discrimination. Research limitations/implications Service researchers are encouraged to consider how the service marketing’s foundational theories, frameworks, concepts and axioms generalize among vulnerable consumers. Practical implications Service practitioners need to realize customers often enter service contexts owing to some type of vulnerable condition that influences their expectations and perceptions of service quality. Originality/value This special issue expands the discipline’s understanding of vulnerable consumers and exposes an array of conditions that affect their experiences and journeys within service settings. Service organizations dedicated to enhancing consumer well-being must understand how they can help remedy, or lessen, the consequences associated with vulnerable conditions.

Retrospective: compatibility management: customer-to-customer relationships in service environments

2016 ◽  
Vol 30 (1) ◽  
pp. 11-15 ◽  
Author(s):  
Charles L. Martin
Keyword(s):  
Design Methodology ◽  
Services Marketing ◽  
Customer Relationships ◽  
Service Organizations ◽  
Future Research ◽  
Content Type ◽  
Napa Valley ◽  
Service Environments ◽  
Service Experiences ◽  
Practical Implications

Purpose This paper aims to revisit Martin and Pranter’s (1989) Journal of Services Marketing article, “Compatibility Management […]”, and by doing so, heighten service scholars’ and practitioners’ awareness of the historical and ongoing relevance of customer-to-customer (C2C) encounters, the challenges C2C encounters pose and the opportunities for future research. Design/methodology/approach A combination of review and commentary approaches is taken to summarize the 1989 article, the circumstances of its conception, the topic’s intersection with contemporary service topics and to illustrate the multi-faceted nature of C2C encounters and the challenges faced in their management. Findings Investigated in a number of service contexts, C2C encounters continue to be relevant in a multitude of service environments where customers converge. Research limitations/implications Because the evolution of service scholarship and practice is collectively shaped by an infinite number of people, events and sources, the attribution of effects to only one or a few influences is a highly subjective matter of interpretation. Practical implications Because C2C encounters are part of customers’ service experiences and can affect their satisfaction and patronage behaviors, service organizations can benefit by their efforts to influence C2C encounters. Social implications The criteria customers use to react to other customers and the bases used by service organizations/personnel to manage C2C encounters may not always be morally, ethically or legally defensible. For example, the Napa Valley Wine Train incident of 2015 involved allegations of racial discrimination and intentional infliction of emotional distress. Originality/value The retrospective analysis contributes to the field’s understanding of the historical development of services marketing and provides fodder for future research.

Testing an attribute-benefit-value-intention (ABVI) model of local food consumption as perceived by foreign tourists

2019 ◽  
Vol 31 (1) ◽  
pp. 123-140 ◽  
Author(s):  
Seongseop (Sam) Kim ◽  
Ja Young (Jacey) Choe
Keyword(s):  
Food Consumption ◽  
Behavioral Intention ◽  
Design Methodology ◽  
Local Food ◽  
Content Type ◽  
Product Features ◽  
Structural Relationships ◽  
Food Novelty ◽  
Practical Implications ◽  
Consumption Value

Purpose This study aims to examine the attribute-benefit-value-intention (ABVI) model of local food consumption as perceived by foreign tourists. The model was designed to test the structural relationships between local food attributes, perceived benefits, consumption value and behavioral intentions. Design/methodology/approach The structural relationships of foreign tourists’ perceptions of local food consumption were conceptualized, and hypotheses were proposed. The main survey was conducted using a large sample of 1,323 tourists in Hong Kong. Findings “Food quality”, “food novelty” and “restaurant quality” significantly affected “emotional” and “epistemic benefit”. “Emotional benefit” had a significant effect on “consumption value” and “behavioral intention”, while “epistemic benefit” only influenced “consumption value”. Practical implications Local food marketers and DMOs need to promote the product features that are relevant to tourists’ benefits. Restaurant marketers need to develop distinctive strategies for tourists from different national backgrounds. Originality/value This study proposed and empirically tested a new model of tourists’ local food consumption, including two benefits, consumption value and behavioral intention.

The antecedents of tourist attitudes to revisit and revisit intentions for coastal tourism

2019 ◽  
Vol 13 (2) ◽  
pp. 218-234 ◽  
Author(s):  
Md Kamrul Hasan ◽  
Shamsul Kamariah Abdullah ◽  
Tek Yew Lew ◽  
Md Faridul Islam
Keyword(s):  
Design Methodology ◽  
The Body ◽  
Destination Image ◽  
Content Type ◽  
Body Of Knowledge ◽  
Revisit Intention ◽  
Beach Tourism ◽  
Revisit Intentions ◽  
The Relationship ◽  
Practical Implications

PurposeThis study aims to empirically examine the factors that are likely to affect tourists’ attitudes to revisit, which, in turn, influence their revisit intentions towards beach destinations.Design/methodology/approachData were collected through a personal-administered survey of 601 tourists from three leading beach destinations in Bangladesh.FindingsThe empirical results indicate that perceived destination risks affect neither tourists’ attitudes to revisit nor their revisit intentions. However, tourists’ satisfaction and destination image directly affect both their attitudes to revisit and their revisit intentions.Practical implicationsThe findings of this study contribute to the extension of the body of knowledge, especially in beach tourism settings where the proposed relationships have yet to be studied.Originality/valueCoastal-based beach tourism is one of the least researched areas in tourism literature. The relationship between tourist attitude to revisit and revisit intention is exclusive in tourism literature.

E-mail viral marketing: modeling the determinants of creation of “viral infection”

2020 ◽  
Vol 58 (1) ◽  
pp. 112-128
Author(s):  
Rishi Raj Sharma ◽  
Balpreet Kaur
Keyword(s):  
Viral Infection ◽  
Structural Equation ◽  
Design Methodology ◽  
Positive Emotions ◽  
Viral Marketing ◽  
Equation Modeling ◽  
Message Content ◽  
Content Type ◽  
E Mail ◽  
Practical Implications

Purpose The purpose of this paper is to identify factors influencing the opening and forwarding of commercial e-mails received directly from companies to further promote products via sharing by consumers to create viral infection. Design/methodology/approach The study is descriptive in nature and carried out in the country, India. A structural equation modeling technique was used to test the hypothesized relationships among the constructs pertaining to opening and forwarding of commercial e-mails. Findings The results indicate that mail opening intentions of the recipients are influenced by the perceived value of e-mail content and their positive relation with the sender, increasing the probability of further forwarding. However, relationships among consumers have a significant effect on intentions to forward the commercial e-mails. E-mails that arouse positive emotions in the minds of the receivers are forwarded. The study significantly contributes to literature with the findings that not only positive emotions additionally content leads to high arousal through positive emotions leading to viral infection. Practical implications The study has implications for marketers who are in the business of promoting their products through e-mails, need to redesign the message content to engender positivity and generate viral infection, which is the ultimate goal of viral marketing. Originality/value This study explains factors behind the creation of “viral infection” specifically with regard to commercial e-mails targeted to individuals with high networking potential.

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