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Article
Publication date: 21 March 2024

Emrah Keskin, Ozgur Yayla, Nevres Sezen and Bekir Bora Dedeoğlu

Gastronomic festivals are important events to bring people together around food-themed activities. This study aimed at determining the relationships between festival quality…

Abstract

Purpose

Gastronomic festivals are important events to bring people together around food-themed activities. This study aimed at determining the relationships between festival quality, memorable food experience, loyalty, behavioral intention, hedonic well-being, and eudaimonic well-being. In this study, festival quality is the independent variable that affects the memorable food experience, the memorable food experience is the independent variable that affects loyalty, and loyalty is the independent variable that affects behavioral intent. Hedonic well-being and eudaimonic well-being are moderating variables. Behavioral intention is the dependent variable, while memorable food experience and loyalty are both dependent and independent variables.

Design/methodology/approach

The population consisted of local tourists visiting Orange Blossom Carnival held in Adana, Turkey. The survey technique and the convenience sampling method were preferred and 545 data were obtained.

Findings

The analysis results showed that all dimensions of the memorable food experience are strongly affected by festival quality. Plus, superior service approach and high value perception dimensions of the memorable food experience have significant effects on loyalty. Furthermore, destination loyalty was found to have a strong effect on behavioral intentions. Moreover, higher levels of Hedonic well-being (HWB) and Eudomenic well-being (EWB) were found to increase the effect of loyalty on behavioral intention; accordingly, the moderator roles of HWB and EWB were determined.

Practical implications

This article provides information that the memorable dining experiences of festival visitors who attend the Orange Blossom Carnival in Adana affect the quality of the festival and their intentions to loyalty. In addition, in the study, it was found that the well-being of carnival visitors had a moderating role in the effect of their loyalty on their behavioral intentions. Therefore, this article provides information on how the food experiences and well-being of the visitors at the gastronomy festival will affect which factors.

Originality/value

According to the findings, gastronomy-based events may affect tourists’ experiences, and tourists’ psychological well-being affects loyalty and behavioral intentions. Destination management organizations can learn about gastronomy-based festivals. The results of the study include a number of theoretical and practical findings for destination management organizations, festival managers, policy makers and academics working in the literature.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 3 October 2023

Shrouk Abdelnaeim, Noha El-Bassiouny and Christian Hauser

This study aims at exploring the role of higher education service quality in affecting students' psychological well-being through the lens of the sustainable development goals…

Abstract

Purpose

This study aims at exploring the role of higher education service quality in affecting students' psychological well-being through the lens of the sustainable development goals. This purpose is achieved through investigating the effects of functional and technical service quality dimensions on six psychological well-being dimensions, namely, environmental mastery, autonomy, self-acceptance, positive relationships with others, personal growth and purpose in life.

Design/methodology/approach

Using a survey, data were collected from 453 Egyptian students. The hypotheses are tested using structural equation modeling via SmartPLS 4. The study's limitations are the inability to use probability sampling techniques and length of the survey that led to low response rates.

Findings

The results show that functional service quality is positively associated with students' autonomy, positive relationships with others and self-acceptance, while functional service was found insignificant in affecting environmental mastery or self-acceptance. Further, positive results are found in the relationship between technical service quality and students' environmental mastery and self-acceptance. On the other hand, a negative relationship is detected between technical service quality and students' personal growth. Lastly, technical service quality is found to be insignificant in affecting students' autonomy or personal relationships with others.

Originality/value

This study responds to calls for more studies investigating how service quality can shape and affect customer well-being. Furthermore, this is the first study to investigate the different roles played by functional and technical service quality in affecting six psychological well-being dimensions of higher education students. Drawing on a sample of 453 Egyptian students, this study provides a novel contribution about the Egyptian higher education context, which is both understudied in the service literature and the well-being literature.

Details

Management & Sustainability: An Arab Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2752-9819

Keywords

Open Access
Article
Publication date: 17 January 2024

Anastasia Krupskaya

The purpose of this paper is to identify and describe the influence of the knowledge base (KB) of the company on driving forces of innovation processes in knowledge-intensive…

Abstract

Purpose

The purpose of this paper is to identify and describe the influence of the knowledge base (KB) of the company on driving forces of innovation processes in knowledge-intensive services (KIS) and to compare the level of innovativeness of the final services.

Design/methodology/approach

The paper investigates through qualitative research 11 KIS organisations with different KB.

Findings

The research results identified and described the influence of the KB on driving forces of innovations processes and its results in companies with four newly identified KBs (analytical, synthetic, symbolic and compliance).

Research limitations/implications

Further research, based on a larger number of companies, is needed to confirm the results of this research and to complement the effect of the KB on driving forces of innovation.

Practical implications

This research can help organisations understand how to develop strategic plans and new ideas for innovative services depending on the KB of the organisation.

Social implications

The description of successful innovation processes and results in several leading companies presented in the study may help other companies in identifying knowledge-integration practices to improve performance and innovation processes that support multiplicity, productivity and creativity.

Originality/value

The study systemised the sources of new ideas for innovation in companies with different KB, several driving forces of innovation were identified and how these forces are affected by each KB; lastly, innovation results were compared in companies with different KB.

Details

foresight, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-6689

Keywords

Open Access
Article
Publication date: 23 January 2023

Floriana Fusco, Marta Marsilio and Chiara Guglielmetti

Understanding the outcomes of co-creation (CC) in healthcare is increasingly gaining multidisciplinary scientific interest. Although more and more service management scholars have…

5585

Abstract

Purpose

Understanding the outcomes of co-creation (CC) in healthcare is increasingly gaining multidisciplinary scientific interest. Although more and more service management scholars have pointed out the benefits of cross-fertilization between the various research fields, the literature on this topic is still scattered and poorly integrated. This study aims to summarize and integrate multiple strands of extant knowledge CC by identifying the outcomes of health CC and the determinants of these outcomes and their relationships.

Design/methodology/approach

A structured literature review was conducted per PRISMA guidelines. A total of 4,189 records were retrieved from the six databases; 1,983 articles were screened, with 161 included in the qualitative thematic analysis.

Findings

This study advances a comprehensive framework for healthcare CC based on a thorough analysis of the outcomes and their determinants, that is, antecedents, management activities and institutional context. Extant research rarely evaluates outcomes from a multidimensional and systemic perspective. Less attention has been paid to the relationship among the CC process elements.

Research limitations/implications

This study offers an agenda to guide future studies on healthcare CC. Highlighting some areas of integration among different disciplines further advances service literature.

Practical implications

The framework offers an operational guide to better shape managerial endeavors to facilitate CC, provide direction and assess multiple outcomes.

Originality/value

This is the first extensive attempt to synthesize and integrate multidisciplinary knowledge on CC outcomes in healthcare settings by adopting a systematic perspective on the overall process.

Details

Journal of Service Management, vol. 34 no. 6
Type: Research Article
ISSN: 1757-5818

Keywords

Open Access
Article
Publication date: 16 May 2023

Peter Samuelsson

This study aims to explain the effects of different types of innovations on organizational performance in terms of firms’ external effectiveness and internal efficiency. The study…

2951

Abstract

Purpose

This study aims to explain the effects of different types of innovations on organizational performance in terms of firms’ external effectiveness and internal efficiency. The study examines the interrelationship of technical and nontechnical innovations in complex services and the mediating effect of customer participation on the relationship between innovation type and organizational performance.

Design/methodology/approach

The study draws on a neo-Schumpeterian model for innovation to examine the complex service setting of healthcare provision. Data from Statistics Sweden, containing 38 hospitals and 242 primary care units in Sweden, provided the study's results.

Findings

The findings show the importance of combining different types of innovations in complex services, demonstrating a mediating effect of nontechnical innovation on both the relationship between technical innovations and external effectiveness and internal efficiency. Moreover, the results show that customer participation has a positive mediating effect for technical innovation and nontechnical innovation on external effectiveness. However, there is no such significant effect on internal efficiency.

Research limitations/implications

The findings are based on self-assessment data, which has inherent limitations. The innovation data used were cross-sectional, which may lack reliability (although self-assessed data counter this risk to some extent).

Practical implications

Managers should pursue both technical and nontechnical innovations for gains in external effectiveness and internal efficiency. However, complex services call for technical innovations to be accompanied by nontechnical innovations to support positive effects. The results cause a dilemma for managing customer participation in complex services. As the results show customer participation resulting in external effectiveness, they also fail to establish an effect on internal efficiency.

Originality/value

The primary contribution is to add to the knowledge of different types of innovation in complex services by demonstrating their interdependent effects on both external effectiveness and internal efficiency. Furthermore, the study tests and advances the mediating effect of customer participation in complex services on organizational performance.

Details

European Journal of Marketing, vol. 57 no. 13
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 22 September 2023

Mengmeng Song, Xinyu Xing, Yucong Duan and Jian Mou

Based on appraisal theory and social response theory, this study aims to explore the mechanism of AI failure types on consumer recovery expectation from the perspective of service…

851

Abstract

Purpose

Based on appraisal theory and social response theory, this study aims to explore the mechanism of AI failure types on consumer recovery expectation from the perspective of service failure assessment and validate the moderate role of anthropomorphism level.

Design/methodology/approach

Three scenario-based experiments were conducted to validate the research model. First, to test the effect of robot service failure types on customer recovery expectation; second, to further test the mediating role of perceived controllability, perceived stability and perceived severity; finally, to verify the moderating effect of anthropomorphic level.

Findings

Non-functional failures reduce consumer recovery expectation compared to functional failures; perceived controllability and perceived severity play a mediating role in the impact of service failure types on recovery expectation; the influence of service failure types on perceived controllability and perceived severity is moderated by the anthropomorphism level.

Originality/value

The findings enrich the influence mechanism and boundary conditions of service failure types, and have implications for online enterprise follow-up service recovery and improvement of anthropomorphic design.

Details

Industrial Management & Data Systems, vol. 123 no. 12
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 4 March 2024

Veli Durmuş

Decentralization has profound implications for many health systems. This study investigates the effect of health system decentralization in Organization for Economic Co-operation…

Abstract

Purpose

Decentralization has profound implications for many health systems. This study investigates the effect of health system decentralization in Organization for Economic Co-operation and Development (OECD) countries on public health security capacity and health service satisfaction.

Design/methodology/approach

Multiple linear regression analyses were employed for variables related to the level of health security capacity and satisfaction with the healthcare system while controlling for all socio-demographic variables from the European Social Survey, including over 44,000 respondents from 25 OECD countries. The Health Systems in Transition series of countries were used for assessing the decentralization level.

Findings

The result of multiple linear regression analyses showed that the level of decentralization in health systems was significantly associated with higher health security capacity (ß-coefficient 3.722, 95% confidence interval (CI) [3.536 3.908]; p=<0.001) and health service satisfaction (ß-coefficient 1.463, 95% CI [1.389 1.536]; p=<0.001) in the study. Countries with a higher level of decentralization in health policy tasks and areas were significantly likely to have higher health services satisfaction, whereas this satisfaction had a significant negative relation with the lower level of decentralization status of secondary/tertiary care services in OECD countries (ß-coefficient −5.250, 95% CI [−5.757–4.743]; p = 0.001).

Originality/value

This study contributes to a better understanding of the extent to which decentralization of health services affects public health safety capacity and satisfaction with health services, whereas the level of decentralization in OECD countries varies considerably. Overall, the findings highlight the importance of public health security and satisfaction with health care delivery in assessing the effects of decentralization in health services.

Details

Journal of Health Organization and Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1477-7266

Keywords

Open Access
Article
Publication date: 26 December 2023

José Antonio Pedraza-Rodríguez, Martha Yadira García-Briones and César Mora-Márquez

This article aims to explore the concept of chain value of the public port system in Ecuador from the perspective of importing/exporting companies, analyzing how perceived value…

Abstract

Purpose

This article aims to explore the concept of chain value of the public port system in Ecuador from the perspective of importing/exporting companies, analyzing how perceived value in the use of port services affects customer satisfaction and the intermediate links of the influence of trust and commitment on customer loyalty.

Design/methodology/approach

Relying on a survey of 634 Ecuadorian companies with experience in international trade as port users and a theoretical framework well-established in the literature on consumer behavior, the empirical study found evidence of a positive and significant relationship with the knowledge of chain effects.

Findings

The findings confirm the chain effect and reveal ways to maintain an ongoing satisfactory, trust and committed relationship with users, thereby ultimately gaining and maintaining their loyalty. The conclusions suggest how this postulate can help to close the gap referred to the effective management of port services, and point out that port managers should be concerned with a continuous in-depth understanding of the perceived value and its chain effects.

Originality/value

The authors add evidence of the use of the postulate of the chain of effects on these dimensions, whose applicability is very well established, tested and consensual for the doctrine in industrial marketing. In contrast, it is scarcely present in the port relationship with its users.

Details

Journal of Economics, Finance and Administrative Science, vol. 29 no. 57
Type: Research Article
ISSN: 2077-1886

Keywords

Open Access
Article
Publication date: 20 November 2023

David D. Walker, Su Kyung (Irene) Kim, Danielle D. van Jaarsveld, Simon Lloyd D. Restubog, Mauricio Marrone, Constantin Lagios and Arman Michael Mehdipour

The authors systematically review empirical dyadic service encounter research published in top-tier journals between 1972 and 2022.

Abstract

Purpose

The authors systematically review empirical dyadic service encounter research published in top-tier journals between 1972 and 2022.

Design/methodology/approach

The authors employed bibliometric techniques, co-citation analysis and bibliographic coupling analysis to map schools of thought and research frontiers within the dyadic service encounter literature. In total, the authors analyzed 155 articles. To ensure inclusion of high-quality research, the authors screened articles from 139 journals with “4” or “4*” ratings on the 2021 Chartered Association of Business Schools (ABS) journal list, in addition to articles published in three service sector-specific journals: Journal of Service Management, Journal of Services Marketing and Journal of Service Theory and Practice.

Findings

The authors' co-citation analysis identified four distinct clusters within the dyadic service encounter literature: (1) shaping and explaining service encounters; (2) emotions in service work; (3) modeling, manipulating and measuring encounter service quality and (4) emotional labor and regulation in dyadic service encounters. Furthermore, the authors' bibliographic coupling analysis generated three research clusters: (1) service encounter characteristics; (2) emotions and emotional labor and (3) service encounter interaction content.

Originality/value

The authors' comprehensive review synthesizes knowledge, summarizing similarities among research clusters within the service encounter realm. Noteworthy are research clusters that clarify the emotion-based underpinnings and reciprocal nature of behaviors and emotions within dyadic encounters. By conducting complementary bibliometric analyses, the authors trace the evolution of the service encounter literature, providing an overview of the present state of dyadic service encounter research. These analyses offer valuable insights into the current landscape of the field, identifying future dyadic service encounter research opportunities.

Details

Journal of Service Management, vol. 34 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 28 April 2022

Yuting Zhang, Lan Xu and Zhengnan Lu

The purpose of this paper is to show that research on policy diffusion mechanism of Government Procurement of Public Services (GPPS) is beneficial to improve the efficiency of…

Abstract

Purpose

The purpose of this paper is to show that research on policy diffusion mechanism of Government Procurement of Public Services (GPPS) is beneficial to improve the efficiency of policy formulation and implementation.

Design/methodology/approach

In view of the four dimensions which are internal demand, external pressure, policy innovation environment and service characteristic, a system of factors affecting policy diffusion is established. On this basis, a Multilayer Fuzzy Cognitive Map (MFCM) model for policy diffusion of GPPS is constructed. Nonlinear Hebbian Learning algorithm and genetic algorithm are applied to optimize the two components of the MFCM model, which are relationship between nodes at the same layer and influence weights between nodes at different layers, respectively. Taking Nanjing municipal government purchasing elderly-care services in China as the empirical object, simulation of policy diffusion based on the MFCM model is carried out, aiming to obtain the key factors influencing policy diffusion and the dynamic diffusion mechanism of GPPS policy.

Findings

Research results show that, compared with monolayer Fuzzy Cognitive Map, the MFCM model converges faster. In addition, simulation results of policy diffusion indicate that economic development level of jurisdiction, superior pressure, administrative level and operability of services are key influencing factors which are under four dimensions correspondingly. And the dynamic influencing mechanism of key factors has also been learned.

Originality/value

This paper constructs the MFCM model, which is a new approach based on several monolayer FCMs, to study the policy diffusion mechanism.

Details

Kybernetes, vol. 52 no. 10
Type: Research Article
ISSN: 0368-492X

Keywords

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