scholarly journals Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry

2021 ◽  
Vol 13 (5) ◽  
pp. 2604
Author(s):  
Farzad Safaeimanesh ◽  
Hasan Kılıç ◽  
Habib Alipour ◽  
Shahrzad Safaeimanesh
Keyword(s):  
Utility Theory ◽  
Tourism Industry ◽  
Point Of View ◽  
Mediating Effect ◽  
Random Utility Theory ◽  
Business Travelers ◽  
Service Excellence ◽  
Leisure Travelers ◽  
Self Service ◽  
The Relationship

This research aims to understand how self-service technologies (SSTs) can bring about service excellence for tourists by the moderated mediating effect of satisfaction and tourist types, from the customer’s perspective. The study draws on survey data from 627 tourists from North Cyprus, Turkey, Italy, United States, and Germany who had experience using SSTs during their travel period for either leisure or business. The utility theory, Lancaster’s consumer theory, and random utility theory form the basis of this research’s theoretical framework. This study is the first attempt that examines the SSTs’ characteristics as antecedents of service excellence from the customer point of view in tourism literature. Moreover, this research enhances knowledge by integrating the concept of service excellence and SSTs’ characteristics into the abovementioned theories. The results revealed that service excellence could be provided for customers through SSTs, which this service excellence drives through the characteristics of SSTs. The result of moderated mediation tests on the relationship between SSTs’ characteristics and service excellence revealed that tourist types moderate the mediating effect of SSTs satisfaction for functionality, enjoyment, security/privacy, convenience, and customization. Meaning the mentioned constructs are more influential for business travelers than leisure travelers. Limitations, practical and theoretical implications are also discussed.

Less is more: the role of frugality in the Malaysian hotel industry

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nur Zulaikha Mohamed Sadom ◽  
Farzana Quoquab ◽  
Jihad Mohammad ◽  
Nazimah Hussin
Keyword(s):  
Hotel Industry ◽  
Tourism Industry ◽  
Marketing Strategies ◽  
Partial Least Square ◽  
Mediating Effect ◽  
Green Marketing ◽  
Social Implications ◽  
Content Type ◽  
Less Is More ◽  
The Relationship

Purpose The environmental impact of excessive use of natural resources such as energy and water in the tourism industry has increased significantly. Thus, it is crucial to investigate the notion of frugality in this industry. Particularly, this study aims to examine the effect of green marketing strategies (eco-labelling and environmental advertising) and hotel guests’ green attitude towards frugality in the context of the Malaysian hotel industry. Furthermore, the mediating effect of green attitude is also examined. Design/methodology/approach Stimulus-organism-response theory was used to develop the research framework. The data were collected via a self-administered survey questionnaire, which yielded 150 complete and usable responses. A partial least square-structural equation modelling approach was used to validate the proposed model. Findings The results of this study revealed that environmental advertising and eco-labelling, directly and indirectly, affect frugality. Moreover, the link between green attitude and frugality also was supported. Furthermore, data supported the mediating effect of green attitude in the relationship between green marketing strategies and frugality. Practical implications The findings from this study can benefit hoteliers who are targeting frugal and environmentally conscious consumers. Moreover, the hoteliers will be able to understand the drivers of frugality in the tourism industry. It can assist them to formulate better marketing strategies in attracting and retaining frugal consumers. Social implications The findings from this study offer a number of important social implications for society, the local government and the city and tourism council. Particularly, understanding the strategies towards frugality can pave the way towards the formation of a “less consumption” community. Moreover, it will serve as the guideline for designing the green and sustainability campaign for the nation. Originality/value This study is among the pioneers to investigate the issue pertaining to frugality in the tourism industry context. This study examines new linkages such as the indirect effect of green marketing strategies towards frugality. Moreover, the mediating effect of green attitude in the relationship between green marketing strategies (eco-labelling and environmental advertising) and frugality is comparatively a new link.

Perceived Physical Ability and Relation of Attitude to Behavior

1986 ◽  
Vol 63 (3) ◽  
pp. 1075-1078
Author(s):  
Gaston Godin ◽  
Pierre Valois ◽  
Roy J. Shephard
Keyword(s):  
Point Of View ◽  
Mediating Effect ◽  
Exercise Behavior ◽  
Personality Factors ◽  
Physical Ability ◽  
Attitude Behavior ◽  
Methodological Considerations ◽  
Relationship Of ◽  
The Relationship

The mediating effect of perceived physical ability on the relationship of attitudes with behavior has been investigated in 130 subjects. Perceived Physical Ability was measured using the scale of Ryckman, Robbins, Thornton, and Cantrell, and attitudes were defined according to Ajzen and Fishbein. Two months later, all subjects reported their exercise behavior. Attitudes were significantly correlated 0.445 with exercise behavior, but Perceived Physical Ability did not influence the relation of attitude to behavior. Although this does not invalidate previous findings concerning the mediating influence of some personality factors, it does support the point of view that methodological considerations need to be included in the attitude-behavior controversy.

The impact of customer resources on customer value in co-creation: the multiple mediating effects

2020 ◽  
Vol 3 (1) ◽  
pp. 33-56 ◽  
Author(s):  
Meng Xiao ◽  
Qinhai Ma ◽  
Man Li
Keyword(s):  
Customer Value ◽  
Tourism Industry ◽  
Mediating Effect ◽  
Customer Participation ◽  
Equation Modeling ◽  
Mediating Effects ◽  
Content Type ◽  
Hedonic Value ◽  
The Relationship ◽  
Reactive Interaction

Purpose Co-creating value with customers is important for companies in order to gain a competitive advantage. Based on resource theory and social interaction theory, the purpose of this paper is to explore the customer participation mechanism in co-creating value and test the effects of different types of customer resources and multi-level customer–firm interaction on customer value. Design/methodology/approach Data were collected from tourism industry. Hypotheses were tested using structural equation modeling. Findings The results indicate that both the customer’s human resource and relationship resource have a significantly positive effect on customers’ utilitarian value and hedonic value through reactive and proactive interactions. Reactive interaction has a full mediating effect on the relationship between relationship resource and proactive interaction, whereas proactive interaction has a full mediating effect on the relationship between reactive interaction and hedonic value. Originality/value This study explores the mediating effects of customer–firm interaction between customer resources and customer value. This paper contributes to the understanding of customers’ motivations for, and the processes of, participating in value co-creation.

Mediating effect of tourists’ emotional involvement on the relationship between destination attributes and tourist satisfaction

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chhanda Biswas ◽  
Santus Kumar Deb ◽  
Abdulla Al-Towfiq Hasan ◽  
Md. Shariful Alam Khandakar
Keyword(s):  
Structural Equation ◽  
Design Methodology ◽  
Sampling Technique ◽  
Tourism Industry ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Emotional Involvement ◽  
Content Type ◽  
Tourist Satisfaction ◽  
The Relationship

PurposeThe study aims to examine the relationship between destination attributes and tourist satisfaction as well as the extent to which emotional involvement mediates between destination attributes and tourist satisfaction.Design/methodology/approachData were collected from a sample of 600 domestic tourists by using a purposive sampling technique where 382 samples were useable, and the response rate was 63.67%. The structural equation modeling (SmartPLS 3.0.) was used to test the hypothesized relationship among variables.FindingsAmong the 16 hypothesized paths, 13 were supported. Destination attributes (accommodation, attraction, food and beverages and transportation) except safety significantly influence tourist satisfaction; herein accommodation has the greatest effect on tourist satisfaction. Similarly, destination attributes except safety significantly influence tourists’ emotional involvement. This study also reveals that tourists’ emotional involvement partially mediates in the link between destination attributes except for safety and customer satisfaction.Research limitations/implicationsThe results of the study will assist the hospitality researchers and managers to understand the roles of destination attributes and emotional involvement on tourist satisfaction in the tourism industry.Originality/valueThe study is the first to explore the mediating relationship in the link between destination attributes and tourist satisfaction in the tourism industry.

scholarly journals Leader Forgiveness and Employee’s Unethical Pro-organizational Behavior: The Roles of Gratitude and Moral Identity

2021 ◽  
Vol 12 ◽  
Author(s):  
Lu Lu ◽  
Yuchu Huang ◽  
Jia Luo
Keyword(s):  
Organizational Behavior ◽  
Questionnaire Survey ◽  
Survey Methodology ◽  
Moral Identity ◽  
Positive Influence ◽  
Point Of View ◽  
Mediating Effect ◽  
Dark Side ◽  
The Relationship ◽  
Practical Implications

Leader forgiveness refers to the abandonment of anger, resentment, and the desire to revenge against the offender, and it not only means forgiving errors or mistakes made by employees, but also means empathizing and understanding employees, and to see things from another point of view. This research examines the possible “dark side” of leader forgiveness by examining its influence on employee’s unethical pro-organizational behavior, as well as the mediating effect of gratitude and the moderating effect of moral identity. We used questionnaire survey methodology to collect data from 263 Chinese employees to test our hypotheses. Results show that leader forgiveness had a positive influence on employee’s unethical pro-organizational behavior, and gratitude mediated the influence of leader forgiveness on unethical pro-organizational behavior. The relationship between gratitude and unethical pro-organizational behavior, and the indirect influence of leader forgiveness on unethical pro-organizational behavior through gratitude, were moderated by moral identity. Theoretical and practical implications are discussed.

Electronic Word of Mouth Effects on Middle East Destination Overall Image and Behavioral Intention

2022 ◽  
pp. 134-151
Author(s):  
Ashraf Mohammad Alfandi ◽  
Valeri Marco
Keyword(s):  
Behavioral Intention ◽  
Structural Equation ◽  
Positive Impact ◽  
Positive Influence ◽  
Tourism Industry ◽  
Mediating Effect ◽  
Destination Image ◽  
Equation Modeling ◽  
The Relationship ◽  
Intention To Revisit

This study investigated the relationship among e-WOM, overall destination image, and European tourist behavioral intention to revisit and recommend Jordan as a tourism destination. The study examined the mediating effect of destination overall image on the relationship between e-WOM and tourist behavioral intention. A total of 339 questionnaires were collected from European tourists who visited Jordan in 2018 through a self-administered questionnaire. Structural equation modeling (SEM) was used. The result of SEM identified that e-WOM has a positive influence on the overall destination image and on the tourist behavioral intention. The overall image positively influenced the tourist behavioral intention. Overall destination image partially mediates between e-WOM and behavioral intention, and thereby, the positive impact of e-WOM on behavioral intention could be aggravated through the mediating effect of destination overall image. The findings have implications on the tourism industry, especially for key players in the Jordanian tourism board and travel companies.

“Waste not, want not”: fostering frugality amongst Muslim tourists in the Malaysian hotel industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nur Zulaikha Bt Mohamed Sadom ◽  
Farzana Quoquab ◽  
Jihad Mohammad
Keyword(s):  
Structural Equation ◽  
Hotel Industry ◽  
Tourism Industry ◽  
Mediating Effect ◽  
Valuable Insight ◽  
Cross Sectional ◽  
Content Type ◽  
Price Consciousness ◽  
The Relationship

Purpose The prevailing overconsumption issue in the hotel industry is attributable mainly to the irresponsible consumption behaviour of hotel guests. In parallel with Islamic principles, which advocate abstinence from excess consumption and frugality, the “waste not, want not” notion can be considered as one of the effective solutions to this problem. However, little is known about the factors that drive frugality amongst Muslim tourists. In addressing this gap, this study aims to predict the effect of environmental advertising and green attitude on frugality in the context of the Malaysian hotel industry. The study also tests the mediating role of the green attitude between environmental advertising and frugality. Furthermore, it examines the role of price consciousness as a moderator of the green attitude-frugality link. Design/methodology/approach The stimulus-organism-response theory was used to develop the conceptual framework of this study. A cross-sectional method was used to collect 222 usable questionnaires from Muslim tourists in Malaysia. The hypothesised relationships were tested using the structural equation modelling, partial least squares approach. Findings The study found support for the direct effect of environmental advertising and green attitude on frugality. It also confirmed the mediating effect of the green attitude in the environmental advertising-frugality link. However, price consciousness did not moderate the relationship. Practical implications The findings of the study provide valuable insight for hoteliers in developing a green strategy that will foster frugality amongst Muslim hotel guests. It will also help them develop better strategies for the frugal segment, especially for the Muslim community. Originality/value The study is amongst the pioneers in investigating frugality in the tourism industry. It is also the first to introduce price consciousness as a moderator of the relationship between the green attitude and frugality. Furthermore, its examination of frugality amongst Muslim hotel guests is a new contribution to the literature.

How luxury restaurants will enhance the concept of guest delight

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Padma Panchapakesan ◽  
Muslim Amin ◽  
Halimin Herjanto
Keyword(s):  
Design Methodology ◽  
Affective Commitment ◽  
Research Study ◽  
Mediating Effect ◽  
Substantial Contribution ◽  
Content Type ◽  
Service Excellence ◽  
High Level ◽  
The Relationship ◽  
Practical Implications

PurposeThe objective of this study is to investigate the effect of service excellence and guest delight on guest affective commitment to luxury restaurants, more specifically, the mediating effect of guest delight in the relationship between service excellence and guest affective commitment.Design/methodology/approachData were collected from 270 guests with a response rate of 67.5%. SmartPLS software was used for data analysis.FindingsThe findings indicate that service excellence and guest delight had increased guest affective commitment to the luxury restaurant. It has been determined that guest delight acts as a mediator between service excellence and guest affective commitment.Practical implicationsProviding a high level of service excellence and delighting, thereby encouraging luxury guests to have a high level of commitment to the restaurant. Therefore, luxury guests' expectations must be exceeded to obtain their commitment to the restaurant.Originality/valueThis research study provides a substantial contribution to the hospitality literature by providing a significant concept of guest delight that can offer the opportunity to establish a new understanding of guest affective commitment in the luxury restaurant context.

Edu-tourist’s perceived service quality and perception – the mediating role of satisfaction from foreign students’ perspectives

2017 ◽  
Vol 72 (2) ◽  
pp. 156-170 ◽  
Author(s):  
Muhammad Sabbir Rahman ◽  
Hasliza Hassan ◽  
Aahad Osman-Gani ◽  
Fadi Abdel Muniem Abdel Fattah ◽  
Md. Aftab Anwar
Keyword(s):  
Service Quality ◽  
Purchase Intention ◽  
Tourism Industry ◽  
Mediating Effect ◽  
Empirical Examination ◽  
Content Type ◽  
Perceived Service Quality ◽  
Intention To Purchase ◽  
The Relationship

PurposeThe purpose of this paper is to test a conceptual model that takes into account both edu-tourists’ perception and perceived service quality in explaining purchase intention of academic degrees from the foreign universities. Design/methodology/approachThe study is based on an empirical examination with applying multivariate data analysis. The data were collected through survey questionnaires and analysed by using structural equation modelling procedure. FindingsThe survey result discovered that the relationship between perceived service quality and edu-tourist’s satisfaction was significant and positive. The relationship between edu-tourist’s satisfaction and intention to purchase was also significant and positive. Meanwhile, edu-tourist’s satisfaction partially mediates the relationship between their perceived service quality and intention to purchase. Nevertheless, this research also explored that the edu-tourist’s satisfaction plays a significant mediating effect in between the relationship of perception and intention to purchase. Research limitations/implicationsThis empirical study will contribute in understanding the behaviour of international students to construct the theoretical knowledge on the edu-tourism industry, which has been neglected in tourism research. Originality/valueThe paper will be of use to the management and policymakers in the higher education sector in understanding the customer’s expectation for the edu-tourism destination. This study contributes to the growing literature on education travel destination, where the researchers investigated the role of tourist’s satisfaction by using perception and perceived service quality towards their intention to visit a destination for education tourism. In addition, understanding the role satisfaction on the relationship between perception and perceived service quality towards the purchase intention will make both scientific and practical contributions for the decision-makers.

Substitutability of hotels and peer-to-peer accommodations in Shanghai

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marek Hudik
Keyword(s):  
Market Segmentation ◽  
Design Methodology ◽  
Peer To Peer ◽  
Middle Income ◽  
Content Type ◽  
Business Travelers ◽  
Chinese Business ◽  
Leisure Travelers ◽  
The Relationship ◽  
Practical Implications

PurposeThis paper aims to determine to what extent hotels and peer-to-peer (P2P) facilities are substitutes for travelers. It then examines whether hotels target business travelers and P2P facilities target leisure travelers.Design/methodology/approachThe author collected characteristics of Shanghai hotels and P2P facilities from websites to determine on what basis the two accommodation types compete. The author then conducted a modified importance-performance analysis (IPA) to determine the relationship between accommodations' provision of these characteristics and their importance to Chinese business and leisure travelers.FindingsThe characteristics of hotels and P2P facilities systematically differ, and travelers perceive these differences as important. While the differences are significant across all price ranges, they are smaller for budget hotels than for high-end hotels. The modified IPA indicates that P2P facilities appeal more to leisure travelers than to business travelers. Yet hotels better satisfy the requirements of both types of travelers.Practical implicationsThe findings imply that P2P facilities can target lower- and middle-income vacationing families by charging lower prices. High-end hotels can compete by providing more diverse services and greater value to business travelers and higher-income leisure travelers. Budget hotels can reduce costs by not providing non-essential characteristics.Originality/valueThis paper contributes to the discussion of the competition between hotels and P2P facilities by focusing on the Shanghai market. It uses the modified IPA to derive implications for lodging market segmentation.

Sign in / Sign up

Export Citation Format

Share Document