Studying the impact of internal marketing on achieving competitive advantage: the role of employee happiness and perceived service quality

Recently, tourism development is considered a significant factor to enhance the economic growth of the country and has gained the attention of upcoming studies and regulators. Thus, the present research examines the impact of perceived service quality, perceived medical quality, and language style on the perceived tourism development in Malaysia. The current research also investigated the mediating impact of customer satisfaction among the nexus of perceived services quality, perceived medical quality, language style, and perceived tourism development in Malaysia. This study has used the quantitative method of data collection and also used the smart-PLS to examines the relationships among the variables. The results revealed that perceived service quality, perceived medical quality, and language style has a positive association with perceived tourism development in Malaysia. The findings also indicated that customer satisfaction positively mediated among the relationships of perceived services quality, perceived medical quality, language style, and perceived tourism development in Malaysia. This study has guided to policymakers while formulating the policies related to tourism development that enhance economic development.

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The Impact of Direct and Indirect of internal marketing on service quality and mediating role of OCB CASE: Iran Insurance Company

International Journal of Academic Research in Business and Social Sciences ◽

10.6007/ijarbss/v3-i11/324 ◽

2013 ◽

Vol 3 (11) ◽

Cited By ~ 1

Author(s):

Hassan Ghorbani ◽

Maedeh Mostafavi

Keyword(s):

Service Quality ◽

Internal Marketing ◽

Insurance Company ◽

Mediating Role ◽

The Impact

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Will destination image drive the intention to revisit and recommend? Empirical evidence from golf tourism

International Journal of Sports Marketing and Sponsorship ◽

10.1108/ijsms-02-2021-0040 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Tat-Huei Cham ◽

Jun-Hwa Cheah ◽

Hiram Ting ◽

Mumtaz Ali Memon

Keyword(s):

Service Quality ◽

Perceived Value ◽

Behavioural Intention ◽

Destination Image ◽

Related Factors ◽

Content Type ◽

Perceived Service Quality ◽

The Impact ◽

The Relationship

PurposeDespite being a popular topic in sports tourism research, limited studies have focused on golf tourism in relation to destination image. The present study aimed to examine the impact of country-related factors on the destination image among golf tourists as well as the interrelationships between perceived service quality, perceived value, satisfaction and behavioural intention in this context in the Malaysian context. Excitement was also examined as a moderator of the relationship between satisfaction and behavioural intention.Design/methodology/approachData was collected from 360 golf tourists using a self-administered questionnaire at the two largest airports (KLIA and KLIA2) in Malaysia. Data analysis was performed using the partial least squares structural equation modelling (PLS-SEM) technique.FindingsThe findings present the significance of country-related factors (i.e. accessibility, safety and security and golf course setting) in determining the image of Malaysia as a golf tourism destination. Destination image, in turn, is found to influence golf tourists' perceived service quality, perceived value and satisfaction; with both perceived service quality and perceived value acting as mediators between destination image and satisfaction. Moreover, the moderation assessment confirms that the level of excitement about golfing in Malaysia strengthens the relationship between their satisfaction and behavioural intention.Originality/valueThis study is one of the few that focuses on the consequential importance of destination image within the golf tourism setting. It highlights the mediating role of perceived service quality and perceived value as well as the moderating role of excitement in understanding the effect of destination image on satisfaction and behavioural intention of golf tourists.

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The role of customer readiness and participation in non-technology-based service delivery

Journal of Consumer Marketing ◽

10.1108/jcm-11-2016-2006 ◽

2018 ◽

Vol 35 (6) ◽

pp. 588-600 ◽

Cited By ~ 2

Author(s):

Atieh Poushneh ◽

Arturo Z. Vasquez-Parraga

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Service Delivery ◽

Sample Size ◽

Customer Participation ◽

Content Type ◽

Perceived Service Quality ◽

Willingness To Recommend ◽

The Impact

PurposeThis study aims to answer the following question: How can customer readiness be instrumental in non-technology-based service delivery?Design/methodology/approachUsing a field study, this research examines the role of customer readiness in customer participation in non-technology-based service delivery and its indirect effects on such customer outcomes as perceived service quality, customer satisfaction and customer willingness to recommend.FindingsThe results show that customer readiness is a second-order construct. It has a significant impact on customer participation in service delivery, which in turn impacts three key service outcomes: customer perceived service quality, customer satisfaction and customer willingness to recommend. Four factors influencing customer readiness (consumer previous experience, consumer desire for control, consumer perceived risk and customer organizational socialization) are also empirically evaluated.Research limitations/implicationsSome limitations of the study are related to sample size and use of a type of services. The research tested 13 hypotheses with a limited sample size in one context. A better representation of the population and a more generalizable outcome require more representative samples and studies in various contexts such as banking, hotel services or health care services. This study demonstrated the importance of customer readiness for effective participation in non-technology-based service delivery; it does not address the impact of customer readiness on participation in the context of technology-based services. Future research may also shed light on when and why customers choose technology-based services versus non-technology-based services.Practical implicationsEffective customer participation in service delivery can, and should, benefit from boosting customer readiness.Originality/valueThis research shows the impact of customer readiness on non-technology-based service delivery, more specifically, the impact of customer readiness on customer participation in this type of service delivery. Customer readiness has been found to be beneficial in the provision of technology-based services; yet, its role in the provision of non-technology-based services has not been thoroughly evaluated.

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