scholarly journals The Effects of Service Innovation on Perceived Value and Guest’s Return Intention — A Study of Luxury Hotels in Ho Chi Minh City, Vietnam

2014 ◽  
Vol 5 (6) ◽  
pp. 503-510 ◽  
Author(s):  
Mai Ngoc Khuong ◽  
Tran Huong Giang
Keyword(s):  
Perceived Value ◽  
Service Innovation ◽  
Ho Chi Minh City ◽  
Luxury Hotels ◽  
Return Intention

Factors Affecting International Tourists’ Perceived Service Quality and Return Intention—A Study in Ho Chi Minh City, Vietnam

2016 ◽  
Vol 8 (3) ◽  
pp. 133
Author(s):  
Mai Ngoc Khuong ◽  
Nguyen Phuong Quyen
Keyword(s):  
Service Quality ◽  
Destination Image ◽  
Ho Chi Minh City ◽  
Factors Affecting ◽  
Perceived Service Quality ◽  
Positive Effects ◽  
Culture History ◽  
Perceived Price ◽  
Negative Effect ◽  
Return Intention

<p>This research aimed to measure key factors affecting international tourists’ perceived service quality and their return intention towards Ho Chi Minh City, Vietnam. A quantitative method was used with structured questionnaire directly delivered to 1,673 tourists who had already visited or stayed in the city for more than three days. The empirical results of this study showed that recreation and entertainment had the strongest effect; other factors such as perceived service quality, culture, history and art, safety and security, local cuisine, negative attributes, perceived price, natural environment, and destination image also had positive effects on international tourists’ return intention. Conversely, infrastructure provided negative effect on tourists’ return intention.</p>

Value co-creation on a shared healthcare platform: Impact on service innovation, perceived value and patient welfare

2022 ◽  
Vol 140 ◽  
pp. 95-106
Author(s):  
Shahriar Akter ◽  
Mujahid Mohiuddin Babu ◽  
Md Afnan Hossain ◽  
Umme Hani
Keyword(s):  
Perceived Value ◽  
Service Innovation

Co-creation in hotel service innovation using smart phone apps: an empirical study

2017 ◽  
Vol 29 (10) ◽  
pp. 2647-2667 ◽  
Author(s):  
Bijoylaxmi Sarmah ◽  
Shampy Kamboj ◽  
Zillur Rahman
Keyword(s):  
Smart Phone ◽  
Service Innovation ◽  
Content Type ◽  
Technology Application ◽  
Luxury Hotels ◽  
Service Staff ◽  
Hotel Service ◽  
Luxury Hotel ◽  
The Impact ◽  
Adoption Intention

Purpose The purpose of this study is to extend and revise the basic technology-based service (TBS) adoption model in luxury hotels in India using smart phone apps, and to analyse the impact of the guests’ innovativeness, willingness to co-create, need for interaction and involvement on their adoption intention towards co-creatively developed new services. Design/methodology/approach Data were collected through online and field surveys from luxury hotel guests, resulting into 229 valid responses. A data analysis was done by applying the confirmatory factor analysis along with structure equation modelling. Findings The findings of this study indicate that both guests’ innovativeness and need for interaction with service staff significantly affect their involvement. A guest’s willingness to co-create acts as a partial mediator between his/her innovativeness and intention to adopt co-creatively developed new services. Research limitations/implications Use of smart phone apps by hotel guests to co-create new services and their intentions to adopt such services have been examined in the context of luxury hotels in India only and thereby limits generalization of results to other industry and country contexts. Practical implications The findings of this study would look to guide policy planners and hotel managers for implementing technology application in the co-creative hotel service innovation. Originality/value The need for interaction and customer involvement have been added as two supportive variables to the basic TBS model to analyse the adoption intention of luxury hotel guests. This is a new addition to existing literature, as majority of empirical studies in this field are from industries other than hospitality and with differing contexts.

scholarly journals The Effects of Travel Service Quality on Organization Perceived Value, Satisfaction and Word-Of-Mouth—A study in Ho Chi Minh City, Vietnam

2016 ◽  
Vol 8 (3) ◽  
pp. 36
Author(s):  
Mai Ngoc Khuong ◽  
Nguyen Thanh Phuong ◽  
Tran Ngoc Diem Chau
Keyword(s):  
Service Quality ◽  
Indirect Effects ◽  
Word Of Mouth ◽  
Perceived Value ◽  
Ho Chi Minh City ◽  
Assessment Procedure ◽  
Direct And Indirect Effects ◽  
Quality Aspects ◽  
Travel Agencies ◽  
Dependent Variables

<p>As company tours have become more popular and received much attention in Vietnam, it is a favorable chance for travel companies and agencies to gain more customers and profits. This study was carried out to investigate the effects of travel service quality, using SERVPERF assessment procedure, on word-of-mouth (WOM) behaviors of the whole organization through the mediation of perceived value and satisfaction, so that further recommendations would be suggested for tourism companies to improve their services. Quantitative approach was applied with questionnaire directly delivered to 300 small to medium-sized companies in Ho Chi Minh City which annually book tours for their staff. Although all variables were positively correlated, only four quality aspects (Empathy, Responsiveness, Tangibles, Assurance) had significant effects on other dependent variables; in particular, empathy was proven to have the most powerful impact on WOM with both direct and indirect effects. Guidelines for travel agencies were recommended; especially, activities which prioritized customers’ needs and fulfilled their requests were most emphasized.</p>

Market orientation and service innovation on customer perceived value

2016 ◽  
Vol 39 (4) ◽  
pp. 449-467 ◽  
Author(s):  
Ying-Pin Yeh
Keyword(s):  
Relationship Quality ◽  
Market Orientation ◽  
Structural Equation ◽  
Explanatory Power ◽  
Perceived Value ◽  
Service Innovation ◽  
Customer Relationship ◽  
Customer Participation ◽  
Content Type ◽  
Customer Perceived Value

Purpose To enhance their competitive advantage, firms are increasingly regarding customer-perceived value as a vital factor in advancing the level of service performance. This paper aims to explore how supermarket retailers select and implement market orientation (MO) and service innovation strategies to enhance customer-perceived value based on their investment. Design/methodology/approach A review of the related literature indicated that studies have rarely explored the meanings and outcomes of MO and service innovation. Therefore, this paper examined the roles of MO and service innovation, evaluating how these factors affected relationship quality and customer-perceived value in a supermarket context. Customer advocacy and customer participation were evaluated as the mediating variables, and six hypotheses were formulated. The data were collected by conducting a questionnaire survey of the customers from five of the largest Taiwanese supermarket retailers. A structural equation model was used to test the hypotheses based on the respondent sample data. Findings The results indicated that customer participation and relationship quality are positively related to customer-perceived value. Customer advocacy is positively related to customer participation and relationship quality. MO and service innovation are positively related to customer advocacy. Research Limitations/implications The high explanatory power of the results of the deduced model in this research help explain the MO and service innovation of supermarket retailers toward customers. However, the collection of data related to other retailers requires consumers in other countries to test the robustness of this theoretical model. The results of analyses conducted on other industries and in other countries may differ. Practical Implications This paper investigated how the MO and service innovation capabilities of supermarket retailers contributed to their customer advocacy to achieve superior customer participation, customer relationship quality and customer-perceived value. Originality/value This paper investigates the effect of MO and service innovation on relationship quality and perceived value, and regards customer advocacy and customer participation as mediators.

scholarly journals Green Customer Behavior on Eco-Friendly Products: Innovation Approach

2018 ◽  
Vol 9 (2) ◽  
pp. 159-169
Author(s):  
Doni Purnama Alamsyah ◽  
Didin Syarifuddin ◽  
Hayder Alhadey Ahmed Mohammed
Keyword(s):  
Research Finding ◽  
Perceived Value ◽  
Service Innovation ◽  
Educational Background ◽  
Customer Behavior ◽  
Purchase Decision ◽  
The World ◽  
Innovation Approach

This aim of the study investigates the correlation of perceived innovation, service innovation and green perceived value on eco-friendly products, to improve customer decision of product with moderation of sex and educational background. The study of eco-friendly product has been common in the world. Indonesia is a country which is not very good at circulation of eco-friendly product. The study is conducted with focuses on eco-friendly products; through experiment survey to customer who has bought eco-friendly products in Bandung city. The research found that perceived innovation, service innovation and green perceived value have correlation. However green perceived value as based of purchase decision of customer can only be improved by perceived innovation of eco-friendly products. Furthermore, sex and customer’s educational background can truly support the correlation of perceived innovation with green perceived value of customer. This research finding explained how important perceived innovation supported by the characteristics (sex, educational background) of customers.

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