Service quality and complaint management influence fan satisfaction and team identification

2019 ◽  
Vol 47 (2) ◽  
pp. 1-15
Author(s):  
Cindy Lee ◽  
Youngjin Hur
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Likelihood Estimation ◽  
Equation Modeling ◽  
Team Identification ◽  
Quality Performance ◽  
Complaint Management ◽  
Interaction Quality ◽  
Performance Quality ◽  
Baseball Team

We explored the influence of facility quality, performance quality, interaction quality, and complaint management on fan satisfaction and team identification. Participants were 283 fans of a Class A minor league baseball team, who completed an online survey on the team’s official social media website. We tested the efficacy of the proposed model using the structural equation modeling bootstrap procedure with maximum likelihood estimation. The results confirmed that complaint management positively influenced interaction quality, and that facility quality, performance quality, and interaction quality positively affected fan satisfaction and team identification. Our findings highlight the importance of complaint management, indicating that organizations need a good complaints management system and employees who are well trained in handling these complaints.

Influencing Factors on Spectators' Revisit Intention In Minor League Baseball (MiLB): Spectators' Perceptions of Complaint Management Practices

2019 ◽  
Vol 23 (6) ◽  
pp. 883-895
Author(s):  
Cindy Lee ◽  
Doyeon Won
Keyword(s):  
Influencing Factors ◽  
Perceived Value ◽  
Equation Modeling ◽  
Quality Performance ◽  
Minor League Baseball ◽  
Complaint Management ◽  
Interaction Quality ◽  
Performance Quality ◽  
Revisit Intention ◽  
Minor League

This study investigates four influencing factors (i.e., facility quality, performance quality, interaction quality, and complaint management) on fans' satisfaction and perceived value, which further leads the intention to return. A total of 238 respondents of a Class A Short Season Minor League Baseball (MiLB) team participated in an online survey. Data were analyzed primarily with structural equation modeling (SEM) to investigate the relationship between study variables. The results indicated that spectators' satisfaction was influenced by interaction quality, performance quality, and complaint management while perceived value was predicted by facility quality and interaction quality. In predicting spectators' revisit intention, fans' perceived value was more critical in comparison to their perceived level of satisfaction.

Hotel website quality, performance, telepresence and behavioral intentions

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Viput Ongsakul ◽  
Faizan Ali ◽  
Chengzhong Wu ◽  
Yacaho Duan ◽  
Cihan Cobanoglu ◽  
...  
Keyword(s):  
Behavioral Intentions ◽  
Structural Equation ◽  
Online Survey ◽  
Positive Impact ◽  
Equation Modeling ◽  
Quality Performance ◽  
Website Quality ◽  
Content Type ◽  
Quality Scale ◽  
Website Features

Purpose The purpose of this study is to investigate the associations among hotel website quality, telepresence, websites’ utilitarian and hedonic performance and customers’ behavioral intentions. Design/methodology/approach An online survey was used to collect the data from 683 respondents. Data was analyzed by using the two-stage modeling technique through Partial Least Squares-Structural Equation Modeling (PLS-SEM). Findings Findings indicate a significantly positive impact of hotel website quality on telepresence, utilitarian and hedonic performance. In addition, telepresence has a significantly positive impact on utilitarian and hedonic performance. Finally, telepresence, utilitarian and hedonic performance have a significantly positive impact on customers’ behavioral intentions. Research limitations/implications Based on the findings of this study, theoretical and practical implications for hospitality and tourism researchers are provided. Originality/value This study is one of the very few studies integrating hotel website quality scale to examine the hotel website features that influence telepresence and perceived utilitarian and hedonic performance leading to positive behavioral intentions.

Gender and Organizational Conflict Management: The Mediating Role of Personality

2018 ◽  
Author(s):  
Maciej Kościelniak ◽  
Jarosław Piotrowski ◽  
Magdalena Żemojtel-Piotrowska
Keyword(s):  
Conflict Management ◽  
Personality Traits ◽  
Structural Equation ◽  
Online Survey ◽  
Conflict Behavior ◽  
Equation Modeling ◽  
Conflict Management Styles ◽  
Mediating Role ◽  
Big Five Model

Many authors examined the interplay between gender and conflict management preferences, but those findings were often mixed and inconsistent. In the current paper we tried to explain those inconsistencies by investigating the mediating role of personality for the relationship of gender and conflict management. Rahim's inventory was used for identifying five conflict management styles, and Big Five Model theory was a base for assessing participants' personality traits. Data were collected from a sample of 1,055 working Poles (52.7% women), in an online survey. Based on the structural equation modeling we detected multiple indirect mediating paths of gender on conflict management via personality traits, while no direct effect of gender was observed. Despite some limitations, the study sheds light on the actual role of gender in conflict behavior and the importance of personality traits in the conflict management, both from a theoretical and practical perspective.

Engaging leadership in the job demands-resources model

2015 ◽  
Vol 20 (5) ◽  
pp. 446-463 ◽  
Author(s):  
Wilmar B. Schaufeli
Keyword(s):  
Structural Equation ◽  
Work Performance ◽  
Online Survey ◽  
Job Demands ◽  
Well Being ◽  
Organizational Outcomes ◽  
Job Resources ◽  
Equation Modeling ◽  
Cross Sectional ◽  
Content Type

Purpose – The purpose of this paper is to integrate leadership into the job demands-resources (JD-R) model. Based on self-determination theory, it was argued that engaging leaders who inspire, strengthen, and connect their followers would reduce employee’s levels of burnout and increase their levels of work engagement. Design/methodology/approach – An online survey was conducted among a representative sample of the Dutch workforce (n=1,213) and the research model was tested using structural equation modeling. Findings – It appeared that leadership only had an indirect effect on burnout and engagement – via job demands and job resources – but not a direct effect. Moreover, leadership also had a direct relationship with organizational outcomes such as employability, performance, and commitment. Research limitations/implications – The study used a cross-sectional design and all variables were based on self-reports. Hence, results should be replicated in a longitudinal study and using more objective measures (e.g. for work performance). Practical implications – Since engaged leaders, who inspire, strengthen, and connect their followers, provide a work context in which employees thrive, organizations are well advised to promote engaging leadership. Social implications – Leadership seems to be a crucial factor which has an indirect impact – via job demands and job resources – on employee well-being. Originality/value – The study demonstrates that engaging leadership can be integrated into the JD-R framework.

scholarly journals Late-Night Use of Social Media and Cognitive Engagement of Female Entrepreneurs: A Stressor–Strain–Outcome Perspective

SAGE Open ◽  
2021 ◽  
Vol 11 (3) ◽  
pp. 215824402110376
Author(s):  
Fakhar Shahzad ◽  
Adnan Abbas ◽  
Adnan Fateh ◽  
Raja Suzana Raja Kasim ◽  
Kashif Akram ◽  
...  
Keyword(s):  
Social Media ◽  
Structural Equation ◽  
Online Survey ◽  
Cognitive Engagement ◽  
Equation Modeling ◽  
Negative Consequences ◽  
Female Entrepreneurs ◽  
Late Night ◽  
Use Of Social Media ◽  
Outcome Perspective

The excessive use of social media is an emerging phenomenon with several negative consequences in an entrepreneurial context. Based on the stressor–strain–outcome paradigm, this research aims to unveil the following: that social media late-night usage can affect two psychological strains (life invasion and technostress) among female entrepreneurs and thus influence their behavioral outcome (cognitive engagement). This study empirically tested the proposed mediation model using an online survey of 225 female entrepreneurs from the small- and medium-sized enterprise sector. A partial least squares structural equation modeling (PLS-SEM) was implemented to obtain the results. The findings indicate that late-night social media usage significantly raises life invasion and technostress among female entrepreneurs. Moreover, internal strains (life invasion and technostress) reduce female entrepreneurs’ cognitive engagement and significantly mediate the association between late-night use of social media and entrepreneurial cognitive engagement. This study draws associated practical and theoretical contributions based on findings, which were not previously discussed.

scholarly journals The effect of risk communication on preventive and protective Behaviours during the COVID-19 outbreak: mediating role of risk perception

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Seyed Taghi Heydari ◽  
Leila Zarei ◽  
Ahmad Kalateh Sadati ◽  
Najmeh Moradi ◽  
Maryam Akbari ◽  
...  
Keyword(s):  
Risk Perception ◽  
Risk Communication ◽  
Structural Equation ◽  
Online Survey ◽  
Equation Modeling ◽  
Mediating Role ◽  
Positive Effects ◽  
Global Pandemic ◽  
And Control ◽  
New Evidence

Abstract Background The COVID-19 outbreak is a global pandemic, during which the community preventive and protective behaviors play a crucial role in the containment and control of infection. This study was designed to contribute to the existing knowledge on how risk communication (RC) and risk perception (RP) affect protective and preventive behaviors (PPB) during the COVID-19 outbreak. Methods The required data were extracted from a national online survey of Iranian adults aged 15 and older during March 15–19, 2020 (n=3213). Data analysis was performed using structural equation modeling. Results The study findings reveal that RC has direct and indirect positive effects on PB. Furthermore, this study also provides new evidence indicating that RP mediates the relationship between RC and PB and there is a two-way relationship between RC and RP. These interactions may have impact on risk communication strategies which should be adopted during this pandemic. Conclusion The study findings have remarkable implications for informing future communications as well as interventions during this ongoing outbreak and subsequent national risk events.

Comparing respondents who passed versus failed an Instructional Manipulation Check: A case study about support for climate change policies

2021 ◽  
Vol 63 (4) ◽  
pp. 408-415
Author(s):  
Maria Rubio Juan ◽  
Melanie Revilla
Keyword(s):  
Climate Change ◽  
External Validity ◽  
Structural Equation ◽  
Online Survey ◽  
Equation Modeling ◽  
Manipulation Check ◽  
Climate Change Policies ◽  
Instructional Manipulation ◽  
Using Data

The presence of satisficers among survey respondents threatens survey data quality. To identify such respondents, Oppenheimer et al. developed the Instructional Manipulation Check (IMC), which has been used as a tool to exclude observations from the analyses. However, this practice has raised concerns regarding its effects on the external validity and the substantive conclusions of studies excluding respondents who fail an IMC. Thus, more research on the differences between respondents who pass versus fail an IMC regarding sociodemographic and attitudinal variables is needed. This study compares respondents who passed versus failed an IMC both for descriptive and causal analyses based on structural equation modeling (SEM) using data from an online survey implemented in Spain in 2019. These data were analyzed by Rubio Juan and Revilla without taking into account the results of the IMC. We find that those who passed the IMC do differ significantly from those who failed for two sociodemographic and five attitudinal variables, out of 18 variables compared. Moreover, in terms of substantive conclusions, differences between those who passed and failed the IMC vary depending on the specific variables under study.

scholarly journals University Students’ Self-Rated Health in Relation to Perceived Acoustic Environment during the COVID-19 Home Quarantine

2021 ◽  
Vol 18 (5) ◽  
pp. 2538
Author(s):  
Angel M. Dzhambov ◽  
Peter Lercher ◽  
Drozdstoy Stoyanov ◽  
Nadezhda Petrova ◽  
Stoyan Novakov ◽  
...  
Keyword(s):  
Online Education ◽  
University Students ◽  
Structural Equation ◽  
Online Survey ◽  
Equation Modeling ◽  
Single Item ◽  
Acoustic Environment ◽  
Self Rated Health ◽  
Human And Nature

Background: Online education became mandatory for many students during the Coronavirus disease 2019 (COVID-19) pandemic and blurred the distinction between settings where processes of stress and restoration used to take place. The lockdown also likely changed perceptions of the indoor acoustic environment (i.e., soundscape) and raised its importance. In the present study, we seek to understand how indoor soundscape related to university students’ self-rated health in Bulgaria around the time that the country was under a state of emergency declaration caused by the COVID-19 pandemic. Methods: Between 17 May and 10 June 2020, we conducted a cross-sectional online survey among 323 students (median age 21 years; 31% male) from two universities in the city of Plovdiv, Bulgaria. Self-rated health (SRH) was measured with a single-item. Participants were asked how frequently they heard different types of sounds while at home and how pleasant they considered each of those sounds to be. Restorative quality of the home (the “being away” dimension of the Perceived Restorativeness Scale) was measured with a single-item. A priori confounders and effect modifiers included sociodemographics, house-related characteristics, general sensitivity to environmental influences, and mental health. Our analysis strategy involved sequential exploratory factor analysis (EFA), multivariate linear and ordinal regressions, effect modification tests, and structural equation modeling (SEM). Results: EFA supported grouping perceived sounds into three distinct factors—mechanical, human, and nature sounds. Regression analyses revealed that greater exposure to mechanical sounds was consistently associated with worse SRH, whereas no significant associations were found for human and nature sounds. In SEM, exposure to mechanical sounds related to lower restorative quality of the home, and then to poorer SRH, whereas nature sounds correlated with higher restorative quality, and in turn with better SRH. Conclusions: These findings suggest a role of positive indoor soundscape and restorative quality for promoting self-rated health in times of social distancing.

scholarly journals Evaluating the Observed Log-Likelihood Function in Two-Level Structural Equation Modeling with Missing Data: From Formulas to R Code

Psych ◽  
2021 ◽  
Vol 3 (2) ◽  
pp. 197-232
Author(s):  
Yves Rosseel
Keyword(s):  
Structural Equation ◽  
Structural Equation Models ◽  
Likelihood Function ◽  
Likelihood Estimation ◽  
Missing At Random ◽  
Equation Modeling ◽  
Computationally Efficient ◽  
Log Likelihood ◽  
Efficient Expression ◽  
Special Case

This paper discusses maximum likelihood estimation for two-level structural equation models when data are missing at random at both levels. Building on existing literature, a computationally efficient expression is derived to evaluate the observed log-likelihood. Unlike previous work, the expression is valid for the special case where the model implied variance–covariance matrix at the between level is singular. Next, the log-likelihood function is translated to R code. A sequence of R scripts is presented, starting from a naive implementation and ending at the final implementation as found in the lavaan package. Along the way, various computational tips and tricks are given.

User experience sharing

2018 ◽  
Vol 52 (5/6) ◽  
pp. 1154-1184 ◽  
Author(s):  
Tom Chen ◽  
Judy Drennan ◽  
Lynda Andrews ◽  
Linda D. Hollebeek
Keyword(s):  
User Experience ◽  
Online Communities ◽  
Structural Equation ◽  
Online Survey ◽  
Mobile App ◽  
Equation Modeling ◽  
Content Type ◽  
Key Driver ◽  
The Relationship ◽  
Level Of Effort

PurposeThis paper aims to propose user experience sharing (UES) as a customer-based initiation of value co-creation pertaining to service provision, which represents customers’ level of effort made for the direct benefit of others in their service network. The authors propose and empirically examine a user experience sharing model (UESM) that explicates customer-to-customer (C2C) UES and its impacts on firm-desired customer-based outcomes in online communities.Design/methodology/ApproachBased on an extensive review, the authors conceptualize UES and UESM. By using online survey data collected from mobile app users in organic online communities, the authors performed structural equation modeling analyses by using AMOS 24.FindingsThe results support the proposed UESM, showing that C2C UES acts as a key driver of both firm-desired customer efforts and customer insights. The results also confirmed that service-dominant (S-D) logic-informed motivational drivers exert a significant impact on C2C UES. Importantly, C2C UES mediates the relationship between S-D logic-informed motivational drivers and firm-desired customer-based outcomes.Originality/valueThis study offers a pioneering attempt to develop an overarching concept, UES, which reflects customers’ initiation of value co-creation, and to empirically examine C2C UES. The empirical evidence supports the key contention that firms should proactively facilitate C2C UES.

Sign in / Sign up

Export Citation Format

Share Document