scholarly journals THE IMPORTANCE OF CUSTOMERS AND EMPLOYEES IN THE MUSLIM-FRIENDLY HOTELS: A REVIEW AND PROPOSED MODEL

2020 ◽  
Vol 5 (18) ◽  
pp. 10-24
Author(s):  
Noor Amalina Mat Yusof ◽  
Wan Jamaliah Wan Jusoh ◽  
Khairusy Syakirin Hasyun Hashim
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Framework ◽  
Dyadic Interaction ◽  
Service Climate ◽  
Multilevel Method ◽  
Proposed Model ◽  
Climate Service ◽  
Service Behavior ◽  
Conceptual Paper ◽  
Framework Development

The purpose of this conceptual paper is an attempt to introduce the model which illustrates the internal marketing strategy. It based on a critical review of the literature for insights that integrate internal Muslim-friendly hotels (MFH) and provide customer satisfaction. The review suggests that scholars in the area of Islamic marketing should start working towards the internal environment of MFH, in addition to discussing the importance of customers without looking at the needs of internal MFH. This paper proposes a conceptual framework that involves service climate, service behavior, and customer satisfaction. The dyadic interaction between employees-customers in a service serves as a basis of the conceptual framework development. This paper also suggests a dyadic multilevel method to investigate these relationships.

scholarly journals Framework Development for ICT-Health Policy Formulation and Implementation

2020 ◽  
Author(s):  
Barilee Barisi Baridam ◽  
Irene Govender
Keyword(s):  
Conceptual Framework ◽  
Niger Delta ◽  
Healthcare Delivery ◽  
Building Blocks ◽  
Policy Formulation ◽  
Healthcare Sector ◽  
Policy System ◽  
Proposed Model ◽  
Information And Communication ◽  
Framework Development

Abstract Background: Policy formulation and implementation are important aspects of the policy process that have attracted the attention of several researchers. From these studies, it has been determined that a reliable policy system is needed for progress and growth in any sector. Methods: A robust theoretical or conceptual framework is designed in this paper to enable a seamless policy formulation and implementation through the implementation of a variant of the Kingdon’s Multiple Streams Framework. The framework designed in this study employs various building blocks needed to form a reliable policy for any sector in order to facilitate growth and development. The conceptual framework (building blocks) serves as a lens through which the data collected for the study is analysed, based on the constructs upon which the study is conducted. To apply the proposed model, some hospitals in the Niger Delta were visited and served questionnaire. The questionnaire focused on the level of infrastructural development and the introduction of information and communication technology(ICT) e-health solution for healthcare delivery. Results: Statistical results from the questionnaire were obtained and used to address organizational, infrastructural and individual challenges in relation to policy formulation and implementation within the sector. The overall result proves the robustness of the proposed model. Conclusion: The paper presents a detailed and painstaking examination of the various aspects of the Kingdon’s model, and its application in the proposed model for policy formulation and implementation. The proposed framework is adopted in the study of Nigeria’s healthcare sector with a case study on the Niger Delta.

scholarly journals Service climate and service behavior to customer satisfaction: A multilevel study of Muslim-friendly hotel

2020 ◽  
Vol 3 ◽  
Author(s):  
Noor Amalina Mat Yusof
Keyword(s):  
Customer Satisfaction ◽  
Support Service ◽  
Working Environment ◽  
P Value ◽  
Service Encounters ◽  
Service Climate ◽  
Cross Sectional ◽  
Multilevel Study ◽  
Service Behavior ◽  
Internal Integration

Literature has emphasized on the importance of internal integration and external environment towards the quality of services. As Muslim-friendly hotels (MFH) are being a service organization, this research aims to integrate the organization, employee and customers who involved in the service encounters. This research purposely conducted to test the proposition that an employee’s service climate determines employee’s service behavior and consequently customer satisfaction. This cross-sectional multilevel study involved 25 MFH (n=25) with 5 employees and 5 customers for each organization, employees (n=125) and employees (n=125). The finding revealed the organizational service climate has a positive and significant impact on individual employee’s service behavior. In short, the employees at MFH acknowledge the conducive working environment which can motivate them in delivering quality service (= 0.77, SE = 0.09, p-value<0.001). The result shows that MFH has provided a motivational environment to support service delivery. However, it is insufficient to lead to customer satisfaction in relation to the inconsistent of the other hypotheses.

Customer-Oriented Constructive Deviance as a Reaction to Organizational Injustice Toward Customers

2021 ◽  
pp. 193896552110123
Author(s):  
Taeshik Gong ◽  
Pengchang Sun ◽  
Min Jung Kang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Servant Leadership ◽  
Survey Data ◽  
Third Party ◽  
Service Climate ◽  
Perceived Service Quality ◽  
Hotel Managers ◽  
The Relationship ◽  
Organizational Injustice

To date, research on the deontic model and third-party reactions to injustice has focused primarily on individuals’ tendency to punish the transgressor. In this study, we seek to extend the extant research by arguing that punishment may not be the only deontic reaction and that third-party observers of injustice should engage in activities that help the victim. More specifically, we explore employee’s customer-oriented constructive deviance as a reaction to organizational injustice toward customers. We also investigate how this deviance influences customer satisfaction. In addition, we explore service climate, driven by servant leadership as a moderator on the relationship between employees’ perceptions of organizational unfairness and customer-oriented constructive deviance. The study collected three-level survey data from 95 hotel managers, 396 employees, and 1,848 customers. We find that servant leadership increases service climate, which in turn strengthens the relationship between organizational injustice toward customers and customer-oriented constructive deviance. The findings also reveal that customer-oriented constructive deviance increases perceived service quality, leading to customer satisfaction. Our study significantly contributes to the emerging theory concerning customer-oriented constructive deviance by explaining the antecedents, consequences, and moderators. The study also helps managers deal with customer-oriented constructive deviance in the workplace.

scholarly journals Determinants of revenue management practices and their impacts on the financial performance of hotels in Kenya: a proposed theoretical framework

2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Michael Murimi ◽  
Billy Wadongo ◽  
Tom Olielo
Keyword(s):  
Financial Performance ◽  
Revenue Management ◽  
Management Practices ◽  
Theoretical Framework ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Second Stage ◽  
Theoretical Structure ◽  
Proposed Model ◽  
Conceptual Paper

AbstractThis conceptual paper aims at identifying a theoretical framework for the determinants of revenue management (RM) practices and their impacts on the financial performance of hotels. To create this framework, a two-phased process is employed where the first stage involves an explicit examination of the literature related to practices of revenue management and their determinants and to hotel financial performance. The second stage involves an enhancement of the framework. The theoretical structure is developed based on past theoretical explanations, and empirical analysis is conducted in the fields of revenue management. The researchers propose a theoretical framework illustrating how revenue management practices and their determinants affect the financial performance of Kenyan hotels. The use of contingency theory and its justifications and inadequacies among studies on revenue management in hotels is highlighted. The methods highlighted by the reviewed theoretical framework may be utilized to organize revenue management (RM) practices and their determinants for Kenyan hotels. Measurements for the financial performance of hotels are also described. Last, the researchers call for empirical research that authenticates the proposed model using a cross-sectional survey. The present work can inspire scholars and specialists to determine how RM practices and their determinants impact the financial performance of hotels. By assimilating knowledge from numerous disciplines, this paper emphasizes aggregated awareness surrounding the conceptualization of RM, RM practices adopted in hotels, and the financial performance of hotels.

scholarly journals Uncertainty Avoidance as a Moderating Factor to the Self-Congruity Concept: The Development of a Conceptual Framework

SAGE Open ◽  
2021 ◽  
Vol 11 (1) ◽  
pp. 215824402110018
Author(s):  
Shaohua Yang ◽  
Salmi Mohd Isa ◽  
T. Ramayah
Keyword(s):  
Theoretical Model ◽  
Conceptual Framework ◽  
Significant Contribution ◽  
Integrated Model ◽  
Uncertainty Avoidance ◽  
The Self ◽  
Destination Marketing ◽  
Tourism Research ◽  
Revisit Intention ◽  
Conceptual Paper

The aim of this article was to propose a framework based on the theory of self-congruity and on Hofstede’s uncertainty avoidance. The framework was to combine destination personality, self-congruity, uncertainty avoidance, and tourists’ revisit intention. The present conceptual paper proposed an integrated model of self-congruity which incorporates the effect of uncertainty avoidance. More importantly, the uncertainty avoidance was introduced as a moderator between self-congruity and revisit intention. Based on the theoretical framework proposed in this article, the estimated results affirmed the applicability of the theory of self-congruity for tourism research. Moreover, by extending the theoretical model through the incorporation of a variable of uncertainty avoidance in the context of tourism, this article offers a significant contribution to the tourism literature. It is important to understand how the theory of self-congruity applies across a broad cultural spectrum. This article also offers several implications for destination marketing organizations from a practical perspective.

The Baltimore Classification of Viruses 50 Years Later: How Does It Stand in the Light of Virus Evolution?

2021 ◽  
Author(s):  
Eugene V. Koonin ◽  
Mart Krupovic ◽  
Vadim I. Agol
Keyword(s):  
Conceptual Framework ◽  
Virus Evolution ◽  
Genome Expression ◽  
Conceptual Paper

Fifty years ago, David Baltimore published a brief conceptual paper delineating the classification of viruses by the routes of genome expression. The six “Baltimore classes” of viruses, with a subsequently added 7th class, became the conceptual framework for the development of virology during the next five decades.

Preventive maintenance optimization for repairable products considering two-dimensional warranty and customer satisfaction

2018 ◽  
Vol 233 (4) ◽  
pp. 553-566
Author(s):  
Yukun Wang ◽  
Yiliu Liu ◽  
Aibo Zhang
Keyword(s):  
Customer Satisfaction ◽  
Preventive Maintenance ◽  
Product Performance ◽  
Maintenance Optimization ◽  
Two Dimensional ◽  
Maintenance Strategy ◽  
Minimal Repair ◽  
Proposed Model ◽  
Useful Life ◽  
Practical Implications

Customer satisfaction with a purchased product is closely related to the product performance within the warranty region and even the performance during the remainder of its useful life. Every satisfied customer may boost the future sales of the same product with positive evaluations and recommendations to others, and thus will create more profits for the manufacturer. During the useful life of the product, the expected cost to the manufacturer normally depends on the warranty policy, product reliability and specific servicing strategies implemented. In this article, considering the effect of customer satisfaction on the manufacturer’s incurred cost, we investigate a periodic and imperfect preventive maintenance strategy for repairable products sold with a two-dimensional warranty policy. The customer satisfaction is measured with the probability of the customer making a repeat purchase from the same manufacturer. In the proposed model, the number of preventive maintenance actions and corresponding maintenance level are jointly derived with the objective of minimizing the expected total cost per product to the manufacturer. The performance of the proposed preventive maintenance strategy is compared with that of minimal repair corrective maintenance strategy in a numerical example, so as to illustrate its applicability. In addition, some practical implications from a detailed sensitivity analysis are elaborated.

scholarly journals The Jungle of Support: What Do We Really Mean When We Say “Residents’ Support”?

2020 ◽  
Vol 12 (18) ◽  
pp. 7795
Author(s):  
María Ángeles Plaza-Mejía ◽  
Nuria Porras-Bueno ◽  
David Flores-Ruiz
Keyword(s):  
Conceptual Framework ◽  
Social Exchange ◽  
Longitudinal Analysis ◽  
Social Exchange Theory ◽  
Reasoned Action ◽  
Exchange Theory ◽  
Three Dimensions ◽  
Generic Term ◽  
Proposed Model ◽  
Tourism Studies

The aim of this research is to provide a conceptual framework to facilitate the standardization of the concept of “residents’ support” in tourism studies. The model is designed to prevent ambiguity and confusion that may arise in the use of the generic term “residents’ support.” Social Exchange Theory and the Theory of Reasoned Action will be incorporated for the purposes of contextualizing the term “residents’ support” with respect to three dimensions: attitudinal, intentional, or behavioral. A longitudinal analysis of the term “residents’ support” will be conducted on the basis of the proposed model. Fifty-four articles published between 2004 and the first quarter of 2020 have been studied to classify the items used to create the construct of “residents’ support” in tourism studies and to draw conclusions about the work of scholars and tourism agents.

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