The Effects of a Counterproductive Work Behavior of Sports Team Members and a Customer Badness Behavior in K-Classic Stadium on Perceived Service Quality, Service Value, and Word-of-Mouth Intention

2015 ◽  
Vol 59 (1) ◽  
pp. 155-167
Author(s):  
Tae-Wook Chung
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Counterproductive Work Behavior ◽  
Work Behavior ◽  
Quality Service ◽  
Team Members ◽  
Perceived Service Quality ◽  
Service Value ◽  
Sports Team

scholarly journals Antecedents of Word-of-mouth towards professional B2B service

2021 ◽  
pp. 1253-1266 ◽  
Author(s):  
Mai Ngoc Khuong ◽  
Nguyen Xuan Nhi ◽  
Le Thi Thao Linh
Keyword(s):  
Service Quality ◽  
Interpersonal Skills ◽  
Word Of Mouth ◽  
Professional Service ◽  
Direct And Indirect Effects ◽  
Perceived Service Quality ◽  
Empirical Results ◽  
General Insurance ◽  
Positive Direct

This research was conducted to investigate the antecedents directly and positively affecting organization’s word-of-mouth towards professional service, primarily in the context of B2B professional general insurance services in Vietnam. The empirical results of this research indicated that five out of seven factors, namely interpersonal skills, premium, technical skills, reputation and risk coverage had both significantly positive direct and indirect effects on organization’s word-of-mouth with the mediation role of organization’s perceived service quality. Based on the empirical results, it is suggested that insurers should improve organization’s perceived service quality, and thereby enhance their word-of-mouth behavior.

Antecedents of hospital brand image and the relationships with medical tourists’ behavioral intention

2016 ◽  
Vol 10 (4) ◽  
pp. 412-431 ◽  
Author(s):  
Tat Huei Cham ◽  
Yet Mee Lim ◽  
Nai Chiek Aik ◽  
Alexander Guan Meng Tay
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Behavioral Intention ◽  
Word Of Mouth ◽  
Medical Tourism ◽  
Brand Image ◽  
Equation Modeling ◽  
Measurement Scales ◽  
Content Type ◽  
Perceived Service Quality

Purpose Medical tourism is growing rapidly in the recent years in various Asian countries. The success of the hospitals engaged in medical tourism largely depends on their abilities in maintaining the repeating customers and to attract new customers. Hence, the purpose of this study is to examine the impacts of word-of-mouth and social media on hospital brand image. It also attempts to examine the relationships between brand image, perceived service quality, patient satisfaction and behavioral intention. Design/methodology/approach A questionnaire survey was used to collect data from 386 medical tourists to test the proposed model. All the measurement scales adopted in this study were adapted from the existing literature. The data collected in this study were analyzed using both SPSS and structural equation modeling approach via AMOS. Findings The findings from the structural analysis indicated that both word-of-mouth and hospital-generated social media have a significant impact on brand image. Hospital brand image positively influences medical tourists’ perception of service quality, and their perceived service quality is significantly related to their satisfaction, which in turn, leads to their behavioral intention. Originality/value This study is one of the few studies that considers the importance of hospital’s brand image in influencing medical tourists’ perceptions on the quality of healthcare services that they experienced during their medical trips. This research study also raises the significance of word-of-mouth communication and social media that influence hospitals’ brand image, which has been neglected by many studies.

Factors influencing the tourists’ intention to select sustainable tourism destination: a case study of Penang, Malaysia

2017 ◽  
Vol 3 (4) ◽  
pp. 442-465 ◽  
Author(s):  
Zurina Mohaidin ◽  
Koay Tze Wei ◽  
Mohsen Ali Murshid
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Sustainable Tourism ◽  
Destination Image ◽  
Tourism Destination ◽  
Environmental Attitude ◽  
Tourist Destination ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Relationship

Purpose The purpose of this paper is to examine the factors of environmental attitude, motivation, destination image, word-of-mouth, and perceived service quality to predict the tourists’ intention to select sustainable tourist destination. It also aims to investigate the moderating effect of knowledge on the relationship between environmental attitude and the tourists’ intention to select sustainable tourist destination. Design/methodology/approach Using survey design, 300 self-administrated questionnaires (both online/hard copy) were distributed to both local and international tourists at different tourism locations in Penang state in Malaysia. A total of 161 questionnaires were returned and analysed by using SPSS and smart PLS software. Findings The findings found that environmental attitude, motivation, and word-of-mouth significantly influenced the tourists’ intention to select sustainable tourism destination, while destination image and perceived service quality have not a significant influence in this study. Furthermore, this study proved that knowledge negatively moderates the positive effect of the environmental attitude on tourists’ intention to select sustainable tourism destination. Research limitations/implications The findings offer important managerial implications for managers of tourism destinations and decision makers in understanding what motivates influence tourists’ intention in selecting sustainable tourism destination. The research scope was limited to convenient sampling and one city (Penang). Thus, the results could not be generalised to all Malaysia or other countries. Originality/value This research contributes to extending knowledge in sustainable tourism destination in the context of emerging markets, especially Malaysia. Moreover, this study found a way to examine the relationship between the environmental attitude and tourists’ intention to select sustainable tourism destination.

scholarly journals The Effect of Product Quality, Service Quality, Customer Value on Customer Satisfaction And Word Of Mouth

2018 ◽  
Vol 1 (3) ◽  
Author(s):  
AFIF SYAIFUL RACHMAN
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Value ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Quality Service ◽  
Convenience Sampling ◽  
Positive Effect

This study aims to find out "The Effect of Product Quality, Service Quality, Customer Valueon Customer Satisfaction and Promotion of Mouth to Mouth". The population in this studywere Telkom customers of IndiHome. This study uses a sample of 150 respondents. Thesampling technique was carried out by convenience sampling method. Data analysis usespath analysis. The results of the analysis show that product quality, service quality,customer value have positive effect on the customer satisfaction of Telkom IndiHome,Purwokerto, (2) Service quality has a positive effect on the customer satisfaction and wordof mouth

scholarly journals Customer Satisfaction towards Paragliding Services in Pokhara

2019 ◽  
Vol 8 ◽  
pp. 43-59
Author(s):  
Bikash Thapa Magar ◽  
Deennath Lamichhane ◽  
Surya Mohan Adhikari ◽  
Dibbya Laxmi Chalise ◽  
Shilu Chalise
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Measurement ◽  
Landing Site ◽  
Primary Data ◽  
Group Discussions ◽  
Perceived Service Quality ◽  
Service Value ◽  
Level Of Satisfaction ◽  
Value Measurement

Customer satisfaction is an important aspect of successful business. So, every business should maintain a good relationship with its customers to enhance loyalty and increase profit. Many tourists participate in paragliding in Pokhara. Its revenue contribution is Rs. 300 million to Rs. 500 million per year. This research aims to assess the overall satisfaction of customers in paragliding through measurement of perceived service quality and perceived service value applying descriptive and analytical methods. The former is measured by the constructs: Reliability, Assurance, Tangibility, Empathy, and Responsiveness while the latter is measured by the constructs: Price, Scenery, and Thrill. The landing site near Phewa Lake was chosen as the study area. A convenient sample of 150respondents was selected for the study. Questionnaire was constructed to elicit primary data on independent variables and was evaluated on five-point Likert Scale. Focused group discussions supplemented the study. Mean score of different variables revealed that the contribution of perceived service quality to customer satisfaction is higher than that of perceived service value. Among the four significant variables- Reliability, Price, Scenery, and Thrill, the Reliability has higher contribution in Perceived Service Quality measurement. Similarly, the Price has higher contribution in Perceived Service Value Measurement. Overall, the level of satisfaction in paragliding among customers is found good. Further studies are needed to establish causal relationship between customer satisfaction and other demographic variables.

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