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Article
Publication date: 2 October 2017

Claudel Mombeuil and Anestis K. Fotiadis

Many research findings depicted corporate social responsibility (CSR) as a strategic tool for influencing customer behavior, especially customer trust. Nevertheless, rare…

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Abstract

Purpose

Many research findings depicted corporate social responsibility (CSR) as a strategic tool for influencing customer behavior, especially customer trust. Nevertheless, rare is research that considered a business ecosystem infested by a low level of cultural trust, political and economic problems, perceived corruption and low level of CSR awareness and engagement as obstacles that may prevent companies from influencing their customers’ behavior. Therefore, this study aims to evaluate whether CSR activities positively influence consumer/user trust toward companies operating within a low-cultural-trust context and also the consistency of empirical finds on CSR regardless of the cultural context.

Design/methodology/approach

The model of this study consisted of four variables: perceptions of CSR, customer trust, service quality and customer satisfaction. The target sample constituted respondents belonging to six different occupational categories namely health-care services, media services, law and public security, agriculture and earth sciences, training and education services and administrative sciences. This study used a quantitative approach based on a paper–pencil questionnaire to collect the data.

Findings

The results of this study indicated that perceptions of CSR correlated positively with service quality, customer satisfaction and customer trust. The results also indicated that perceptions of CSR, service quality and customer satisfaction are good predictors of customer trust.

Originality/value

This study is significant because it was conducted in a developing country (Haiti) that has long been struggling with political instability, systemic corruption, serious environmental damages and continuous economic crises and inequality along with a low level of CSR engagement and awareness.

Details

Social Responsibility Journal, vol. 13 no. 4
Type: Research Article
ISSN: 1747-1117

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Article
Publication date: 3 April 2017

Anestis K. Fotiadis and Chris Vassiliadis

The purpose of this paper is to present a comparison between the traditional methods for the calculation of customer relationship performance and the modern metrics…

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1530

Abstract

Purpose

The purpose of this paper is to present a comparison between the traditional methods for the calculation of customer relationship performance and the modern metrics suggested by the current literature in business-to-business (B2B) markets using the Greek maritime shipping industry as an example.

Design/methodology/approach

The primary research was conducted in two phases: quantitative analysis of actual measurements and qualitative evaluation of the results. More specifically, in the first phase, the measures used were a collection of traditional and modern customer relationship management (CRM) metrics applied to actual historical data along with statistical data for actual customers of a company supplying services for maritime transportation of containers in the Greek international trade market. For the qualitative evaluation of these results, a semi-structured interview was carried out with seven “specialists/experts” in this business sector, who provided an assessment of the relative worth of each set of CRM measures.

Findings

The use of modern customer-centred metrics (Share and Size of Wallet, recency, frequency, monetary value) in the shipping sector of Greek industrial activity is the most profitable and efficient means of decision-making. The qualitative research showed that the customer-centred metrics were judged to be more effective and useful, as they provided a multi-dimensional and multi-layered picture of the current and future situation for the company and its customer base.

Research limitations/implications

To ensure confidentiality of personal information, the research did not use, examine or evaluate the individualized data to preserve the anonymity of the survey sponsor and their specific customers.

Originality/value

This is the first study that examines the effectiveness of different types of CRM metrics in the B2B market, which has, until now, suffered a dearth of empirical studies in the field, especially in the context of national economies that face intense international trading problems and significant reductions in activity in their maritime shipping industry due to the economic recession.

Details

Journal of Business & Industrial Marketing, vol. 32 no. 3
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 16 July 2019

Donghee (Don) Shin, Anestis Fotiadis and Hongsik Yu

The purpose of this study is to offer a roadmap for work on the ethical and societal implications of algorithms and AI. Based on an analysis of the social, technical and…

Abstract

Purpose

The purpose of this study is to offer a roadmap for work on the ethical and societal implications of algorithms and AI. Based on an analysis of the social, technical and regulatory challenges posed by algorithmic systems in Korea, this work conducts socioecological evaluations of the governance of algorithmic transparency and accountability.

Design/methodology/approach

This paper analyzes algorithm design and development from critical socioecological angles: social, technological, cultural and industrial phenomena that represent the strategic interaction among people, technology and society, touching on sensitive issues of a legal, a cultural and an ethical nature.

Findings

Algorithm technologies are a part of a social ecosystem, and its development should be based on user interests and rights within a social and cultural milieu. An algorithm represents an interrelated, multilayered ecosystem of networks, protocols, applications, services, practices and users.

Practical implications

Value-sensitive algorithm design is proposed as a novel approach for designing algorithms. As algorithms have become a constitutive technology that shapes human life, it is essential to be aware of the value-ladenness of algorithm development. Human values and social issues can be reflected in an algorithm design.

Originality/value

The arguments in this study help ensure the legitimacy and effectiveness of algorithms. This study provides insight into the challenges and opportunities of algorithms through the lens of a socioecological analysis: political discourse, social dynamics and technological choices inherent in the development of algorithm-based ecology.

Details

Digital Policy, Regulation and Governance, vol. 21 no. 4
Type: Research Article
ISSN: 2398-5038

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Article
Publication date: 23 September 2021

Donghee Shin, Azmat Rasul and Anestis Fotiadis

As algorithms permeate nearly every aspect of digital life, artificial intelligence (AI) systems exert a growing influence on human behavior in the digital milieu. Despite…

Abstract

Purpose

As algorithms permeate nearly every aspect of digital life, artificial intelligence (AI) systems exert a growing influence on human behavior in the digital milieu. Despite its popularity, little is known about the roles and effects of algorithmic literacy (AL) on user acceptance. The purpose of this study is to contextualize AL in the AI environment by empirically examining the role of AL in developing users' information processing in algorithms. The authors analyze how users engage with over-the-top (OTT) platforms, what awareness the user has of the algorithmic platform and how awareness of AL may impact their interaction with these systems.

Design/methodology/approach

This study employed multiple-group equivalence methods to compare two group invariance and the hypotheses concerning differences in the effects of AL. The method examined how AL helps users to envisage, understand and work with algorithms, depending on their understanding of the control of the information flow embedded within them.

Findings

Our findings clarify what functions AL plays in the adoption of OTT platforms and how users experience algorithms, particularly in contexts where AI is used in OTT algorithms to provide personalized recommendations. The results point to the heuristic functions of AL in connection with its ties in trust and ensuing attitude and behavior. Heuristic processes using AL strongly affect the credibility of recommendations and the way users understand the accuracy and personalization of results. The authors argue that critical assessment of AL must be understood not just about how it is used to evaluate the trust of service, but also regarding how it is performatively related in the modeling of algorithmic personalization.

Research limitations/implications

The relation of AL and trust in an algorithm lends strategic direction in developing user-centered algorithms in OTT contexts. As the AI industry has faced decreasing credibility, the role of user trust will surely give insights on credibility and trust in algorithms. To better understand how to cultivate a sense of literacy regarding algorithm consumption, the AI industry could provide examples of what positive engagement with algorithm platforms looks like.

Originality/value

User cognitive processes of AL provide conceptual frameworks for algorithm services and a practical guideline for the design of OTT services. Framing the cognitive process of AL in reference to trust has made relevant contributions to the ongoing debate surrounding algorithms and literacy. While the topic of AL is widely recognized, empirical evidence on the effects of AL is relatively rare, particularly from the user's behavioral perspective. No formal theoretical model of algorithmic decision-making based on the dual processing model has been researched.

Details

Internet Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 14 June 2018

Natasa Slak Valek and Anestis Fotiadis

The purpose of this study is to understand the linkage between everyday life activities with its various aspects of leisure and the leisure-related activities undertaken…

Abstract

Purpose

The purpose of this study is to understand the linkage between everyday life activities with its various aspects of leisure and the leisure-related activities undertaken when traveling as a tourist. This comparison is based on information from individuals who take on both the roles of the everyday person and the traveling tourist. Moreover, as the study is based in the UAE, a multi-cultural country, leisure activities between local residents and expatriates living in UAE are contrasted as part of the investigation.

Design/methodology/approach

A newly modified International Social Survey Program about Leisure Time questionnaire was used in this study to define a comprehensive list of leisure activities. This was distributed to a sample of local residents and expats living in the UAE in 2015. Pearson χ2 was used to understand the association between everyday leisure activities and travel leisure activities.

Findings

The results show statistically significant differences in everyday leisure activities between expats and Emirati nationals living in UAE. Moreover, a moderate (V = 0.21; p = 0.25) strength of associations between everyday activities and travel leisure activities was found in the overall sample of all UAE residents.

Research limitations/implications

A non-probability sampling method was used to collect the data, and no general conclusions about the segments or the total population of residents can be made at this point. However, the sample size is sufficient to examine the proposed model and understand the differences between the two resident segments (Emirati nationals vs expats) and to compare the differences in behavior between everyday leisure and tourism-related leisure activities.

Practical implications

These findings are recommended for consideration by tourism authorities, holiday destination managers and trip organizers when targeting UAE residents, both Emirati nationals and expats.

Social implications

As a relation between everyday activities and travel activities was confirmed, the typical tourism motivation assumption that people are traveling to escape the everyday should be reconsidered. In addition, a managerial conclusion is that Emirati nationals and expats should be considered as two distinct groups when devising, preparing and marketing the leisure activities for the market in the UAE.

Originality/value

The problem of separating tourism travel from everyday life, as the common perspective of the time, was to treat tourism simply as a temporary escape from everyday life. This research enters this same area and attempts to fill the academic gap and address this issue which, to our knowledge, no specific studies have investigated or exposed the relationship between common everyday leisure activities and special travel leisure activities.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 12 no. 2
Type: Research Article
ISSN: 1750-6182

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Article
Publication date: 26 March 2019

Natasa Slak Valek and Anestis Fotiadis

The purpose of this paper is to consider the self-determination theory (SDT) to examine the perceived impact of events on happiness based on event organizers’ opinions…

Abstract

Purpose

The purpose of this paper is to consider the self-determination theory (SDT) to examine the perceived impact of events on happiness based on event organizers’ opinions. Moreover, it explores whether event organizers in Abu Dhabi consider promoting happiness and well-being as a value of their event and examines how organizers define a successful event.

Design/methodology/approach

The research was inspired by Abu Dhabi’s governmental initiative to promote happiness at all stages, with the aim of becoming one of the happiest countries in the world. A qualitative approach was used, and seven event organizers from the Emirate of Abu Dhabi in the United Arab Emirates were interviewed.

Findings

Attributes of an event were analyzed, and the results indicated that happiness as a value of events is not an idea that occurs to organizers by recalling values; yet, after reminding them of “happiness,” they all agreed that this value is what they do promote with their events.

Practical implications

Thus, actions must be considered to implement happiness with the potential to become a “first-on-mind” value of events organized in Abu Dhabi (UAE).

Originality/value

Specifically, the authors researched if event organizers consider promoting happiness and well-being as a value of their event, as well as to determine what they considered to be a successful event.

Details

International Journal of Event and Festival Management, vol. 10 no. 1
Type: Research Article
ISSN: 1758-2954

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Article
Publication date: 10 March 2021

Claudel Mombeuil, Anestis K. Fotiadis and Withz Aimable

While diaspora entrepreneurs remain important sources of capital and innovation, many developing countries are facing serious challenges to tap into these sources because…

Abstract

Purpose

While diaspora entrepreneurs remain important sources of capital and innovation, many developing countries are facing serious challenges to tap into these sources because of their weak institutional settings and the endemic and systemic corruption. To this end, this study explores how institutional reforms and control of corruption can influence diaspora entrepreneurship. This study also seeks to provide perspectives on how diaspora entrepreneurs can influence institutional reforms and market policies.

Design/methodology/approach

To meet these objectives, qualitative and interpretive research approaches were employed.

Findings

Using responses collected from Haitian diaspora entrepreneurs living in the USA, this paper highlights different attributes of institutional reforms and control of corruption that can influence diaspora entrepreneurship.

Practical implications

Based on these insights, this paper argues that Haitian diaspora entrepreneurs need to play a proactive role as policy entrepreneurs by supporting competent and well-intention political leaders to gain office and by joining forces with local actors to advocate for institutional reforms, market reforms and control of corruption in order to be able to exploit market opportunities. In this respect, further perspectives for diaspora entrepreneurship, limitations and consideration for future research are highlighted.

Originality/value

By collecting insights on institutional reform and diaspora entrepreneurship from diaspora entrepreneurs, this paper makes important contribution to the entrepreneurship literature.

Details

Journal of Entrepreneurship and Public Policy, vol. 10 no. 4
Type: Research Article
ISSN: 2045-2101

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Article
Publication date: 4 July 2017

Anestis Fotiadis and Metin Kozak

The aim of this study was to investigate the differences in the perception of service quality among various demographic and behavioural visitor segments within the theme…

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1854

Abstract

Purpose

The aim of this study was to investigate the differences in the perception of service quality among various demographic and behavioural visitor segments within the theme park tourism market.

Design/methodology/approach

A quantitative survey was conducted using a structured questionnaire which was distributed to 655 theme park visitors. Different groups of visitors were identified through the use of cluster analysis based on the evaluation of both demographic variables and a number of behavioural factors associated with their characteristics in terms of “time and cost” allocations for visits to a theme park.

Findings

The findings confirm that differences in demographic characteristics significantly affect perceptions of visitors as demonstrated in the way they are likely to evaluate importance and performance factors in a theme park’s delivery of services. In contrast, behavioural segmentation in terms of time allocation and associated expenditure is unlikely to produce significant differences in the visitors’ perceptions of the level of service provided.

Originality/value

Although there are many studies related to visitors’ perceived service quality, none of them use the same methodology as applied in this study of theme park industry. The research results reveal important implications for the theme park industry because of this new understanding of the segmentation differences for visitor-perceived service quality. By directing attention of management to these differences, improvements in service quality perceptions can more readily be achieved.

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Book part
Publication date: 22 August 2017

Shih-Shuo Yeh, Anestis K. Fotiadis, Mei-Ling Huang and Tzung-Cheng Huan

Using the Analytical Hierarchy Process, this study aims to identify organizational and market factors that prevent hoteliers from adopting greener management systems. This…

Abstract

Using the Analytical Hierarchy Process, this study aims to identify organizational and market factors that prevent hoteliers from adopting greener management systems. This study first constructs a list of critical factors based on expert judgments reported in the literature and the responses from a select group of experienced managers. Then, the list is further refined by six hotel managers who consolidate the factors, which results in four categories explained by 20 items. Subsequently, this study draws from surveys on an expert panel consisting of 20 study subjects who are familiar with hotel operations. The survey results show that hoteliers’ abilities to create a greener image are the most important factor influencing the managers’ decisions to adopt environmentally friendly management schemes. Nevertheless, their motivation of adopting a green strategy seems to be associated with a marketing strategy, instead of generic environmental stewardship.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-78743-488-2

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Book part
Publication date: 11 July 2018

Anestis Fotiadis, Claudel Mombeuil and Nataša Slak Valek

Main purpose of this chapter is to broaden current knowledge of marketing plan design and implementation. In this context, main scope is to explain why marketing planning…

Abstract

Purpose

Main purpose of this chapter is to broaden current knowledge of marketing plan design and implementation. In this context, main scope is to explain why marketing planning is a crucial managerial function and procedure for tourism business ventures.

Methodology/approach

Literature review combined with examples and a case study is the methodological approach of this chapter.

Findings

This chapter presents the main components of a marketing plan and it explains in a practical way with simple steps how marketing objectives can be set up and how monitoring and evaluation can be developed.

Research limitations/implications

Although the study is not completely theoretical, as it has several practical examples and a case study, it still is based on literature review.

Practical implications

Tourism businesses have to develop marketing plans to help them cope with the market’s dynamism. In this chapter, we present the main elements of a marketing plan. SMEs usually are unable on focusing on long-term goals since they have significant time constraints. This chapter explains which procedure business should follow to achieve smart objectives set by entrepreneur/manager with limited resources.

Originality/value

This chapter presents the main elements that should be taken into consideration before starting to design a marketing plan, as well as its components. Additionally, a very interesting case study is presented to illustrate a real-time example of successful implementation of a marketing plan by a tourism enterprise.

Details

The Emerald Handbook of Entrepreneurship in Tourism, Travel and Hospitality
Type: Book
ISBN: 978-1-78743-529-2

Keywords

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