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Article
Publication date: 3 October 2016

Sreejesh S., Anusree M.R. and Amarnath Mitra

Although research on mobile banking (M-banking) is an emerging field, the current understanding of the information characteristics of M-banking, such as information…

Abstract

Purpose

Although research on mobile banking (M-banking) is an emerging field, the current understanding of the information characteristics of M-banking, such as information content and form and its impacts on customers’ attitude and transaction intention toward the same is limited. Furthermore, no study to date has examined how users’ privacy evaluation regarding the use of M-banking (i.e. users’ perceived privacy concern) influences their processing of information to create attitude and subsequent transaction intention. The purpose of this paper is to attempt to narrow this research gap by investigating the process through and conditions under which the customers’ evaluation of M-banking information content and form contributes to the development of transaction intention.

Design/methodology/approach

A self-administered survey on the users of M-banking was performed to collect the response. Mediation analyses followed by conditional process analyses were carried out to test the proposed set of hypotheses.

Findings

The results show that users’ favorable evaluation of M-banking information content and form creates transaction intention through favorable attitude toward M-banking. However, this relationship is found to be moderated by their perceived privacy concern, as users with high privacy concern do not process information content and form favorably, i.e., their attitude and transaction intention are found to be less, as compared to users with low perceived privacy concern.

Originality/value

Drawing on literature from areas, such as information processing, internet banking, marketing and psychology, the paper develops an understanding of the role of information characteristics of M-banking in determining users’ transaction intention via user attitude. Furthermore, this is the first study that shows how information characteristics differently influence users’ attitude and transaction intention based on their perceived privacy concern.

Details

International Journal of Bank Marketing, vol. 34 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

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Article
Publication date: 20 June 2016

Sreejesh S. and Anusree M.R.

The purpose of the paper is to examine the conditional role of webcare as a service failure recovery strategy on customers’ hotel booking intentions in presence of…

Abstract

Purpose

The purpose of the paper is to examine the conditional role of webcare as a service failure recovery strategy on customers’ hotel booking intentions in presence of different levels of observed severity and review agreement. Furthermore, the study also examines the mechanism through which webcare can shape the adverse effect of observed severity and review agreement on hotel booking intentions.

Design/methodology/approach

A 2 (severity: high or low) × 2 (agreement: high or low) × 2 (webcare: webcare or no webcare) between-subject experimental design was conducted to collect responses. Analyses of variance and moderated mediation analysis were performed to analyze the study data.

Findings

Prospective customers who observed high severe service failure from a review reported less booking intention. Further, customers’ observed agreement strengthened these behaviors, i.e. customers who are exposed to high severe service failure in high-agreement condition reported low booking intention, as compared to those who exposed to low review agreement condition. Furthermore, results supported the fact that use of appropriate webcare plays a significant role to shape or mitigate the negative effect of severity and agreement on hotel booking intentions via perceived trust.

Originality/value

This is the first in its stream of studies that examined how webcare can be used to tackle the adverse effects of observed severity and agreement, so that perceived trust would be formed to create hotel booking intention.

Details

Tourism Review, vol. 71 no. 2
Type: Research Article
ISSN: 1660-5373

Keywords

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Article
Publication date: 27 February 2018

Abhigyan Sarkar, Juhi Gahlot Sarkar, Sreejesh S. and Anusree M.R.

The purpose of this paper is to qualitatively investigate various factors associated with e-tail store brand affect.

Abstract

Purpose

The purpose of this paper is to qualitatively investigate various factors associated with e-tail store brand affect.

Design/methodology/approach

Data were collected by conducting semi-structured depth interviews following a storytelling approach. The data were coded using the grounded theory method.

Findings

Data analysis shows that anticipated service recovery, deal attractiveness and luxury e-tail brand image predict e-tail store brand affect. These predictors play their roles under the moderating influences of specific moderators. The desirable marketing outcomes of e-tail store brand affect are e-tail branded app usage, spreading positive word of mouth and secure attachment style toward e-tailer.

Originality/value

The value of this study lies in developing a grounded theory based causal process model that can provide managerial insights on how to enhance e-tail brand affect.

Details

Marketing Intelligence & Planning, vol. 36 no. 3
Type: Research Article
ISSN: 0263-4503

Keywords

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Article
Publication date: 7 August 2017

Chetna Priyadarshini, S. Sreejesh and M.R. Anusree

The purpose of this paper is to develop and validate an empirical model examining the job seekers’ perception about information quality of corporate employment websites…

Abstract

Purpose

The purpose of this paper is to develop and validate an empirical model examining the job seekers’ perception about information quality of corporate employment websites and its impact on their attitude toward the websites through perceived playfulness and usefulness. Furthermore, the study also examines the job seekers’ e-trust as condition under which these mechanisms generate website attitude.

Design/methodology/approach

A sample of 385 active job seekers was selected through systematic random sampling. A web-based questionnaire was used to elicit responses for the study. Structural equation modeling was used to validate the proposed model.

Findings

Results indicate that the information quality dimensions positively influence perceived playfulness and perceived usefulness, which in turn evoke the website attitude. Furthermore, e-trust was found to moderate the above said relationships.

Originality/value

The study contribution lies in an empirical validation of a model showing the mechanisms and the condition through which the relationship exists between perceived information quality of e-recruitment websites and job seekers’ website attitude, and thus responds to the call for additional research that generalizes the influence of information characteristics of websites on job seekers’ behavioral outcomes.

Details

International Journal of Manpower, vol. 38 no. 5
Type: Research Article
ISSN: 0143-7720

Keywords

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Article
Publication date: 4 October 2017

Sreejesh S., Juhi Gahlot Sarkar, Abhigyan Sarkar, Abdolreza Eshghi and Anusree M.R.

Extant research evidence demonstrates that customer satisfaction in a service encounter is influenced by other customer perception (OCP). However, scholarly research on…

Abstract

Purpose

Extant research evidence demonstrates that customer satisfaction in a service encounter is influenced by other customer perception (OCP). However, scholarly research on the impact of OCP on brand love and the moderating influence of customers’ attachment styles in the context of hospitality industry is scarce. The purpose of this paper is to fill this gap in the literature.

Design/methodology/approach

The data were collected from customers of five and three-star hotels in India. Regression-based process analysis (Hayes, 2013) was used to test the proposed set of hypotheses.

Findings

The data analysis shows that OCP predicts brand love through the mediation of satisfaction. Individual’s anxious attachment style positively moderates “other customer perception-satisfaction” relationship, and avoidant attachment style negatively moderates the same relationship. Thus the effect of OCP is positively moderated by anxious attachment style, and negatively moderated by avoidant attachment style.

Originality/value

The value of this study lies in quantitatively investigating the roles played by OCP and individual attachment styles in shaping brand love in hospitality industry. In contrast to findings from previous research, the findings from this study suggest that anxious attachment style positively influences brand satisfaction and formation of brand love.

Details

Journal of Service Theory and Practice, vol. 28 no. 2
Type: Research Article
ISSN: 2055-6225

Keywords

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Article
Publication date: 11 December 2018

Sreejesh S., Juhi Gahlot Sarkar, Abhigyan Sarkar and Anusree M.R.

This paper aims to investigate how consumers’ satisfaction and commitment towards hotel brands can be impacted by the consumers’ prevailing brand relationship norms.

Abstract

Purpose

This paper aims to investigate how consumers’ satisfaction and commitment towards hotel brands can be impacted by the consumers’ prevailing brand relationship norms.

Design/methodology/approach

Data were collected through experimental design and analysed using MANCOVA, structural equation modelling and Preacher and Hayes’ (2008) techniques.

Findings

The study findings indicate that the egoistic norms positively impact brand attachment styles/orientations, and the attachment orientations in turn negatively impact hotel brand satisfaction and commitment through the mediation of brand trust. Findings also reveal that altruistic norms have no significant impact on the attachment styles, but altruism impacts brand trust positively, which in turn positively impacts satisfaction and commitment.

Originality/value

This research adds value by examining how different consumer–brand association norms differently impact final brand satisfaction and commitment outcomes through creating healthy versus detrimental consumer–brand attachments.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 19 June 2019

Vijay Kuriakose, Sreejesh S., Heerah Jose, Anusree M.R. and Shelly Jose

The primary objective of this paper is to extend the Activity Reduces Conflict Associated Strain (ARCAS) model. To test the ARCAS model, the study aims to examine the…

Abstract

Purpose

The primary objective of this paper is to extend the Activity Reduces Conflict Associated Strain (ARCAS) model. To test the ARCAS model, the study aims to examine the effect of process conflict on employee well-being and the role of negative affect as an intrapersonal mechanism linking process conflict and employee well-being. Further, to extend the emerging ARCAS model, the study examines whether the assumed indirect effect of process conflict on employee well-being through negative affect is conditional upon levels of conflict management styles.

Design/methodology/approach

In total, 554 software engineers working in information technology firms responded to the administered questionnaire and hypothesised relationships were tested using Process Macros.

Findings

The findings indicate that process conflict is negatively related to employee well-being and the negative affect state mediates the relationship between process conflict and employee well-being. As hypothesised, it was found that the indirect effect of process conflict on employee well-being through the negative affect state is conditional upon levels of conflict management styles of the employees.

Research limitations/implications

The study contributes to the conflict literature by establishing the detrimental effect of process conflict on employee well-being. The study also established the explanatory mechanism linking process conflict and employee well-being. Further, the study extended the emerging ARCAS model by establishing the moderating role of conflict management styles as well as the conditional indirect effect.

Practical implications

The study highlighted the within-individual effect of process conflict in deteriorating employee well-being. The study provides valuable insights to the managers and practitioners about how individuals’ conflict management styles influence well-being.

Originality/value

The study specifically examined the effect of process conflict, which was omitted from conflict literature considering it the same as task conflict, on employee well-being. The study established the within-individual mechanism through which process conflict diminishes employee well-being. Also, the study extended the ARCAS model by examining the effect of conflict management styles with the aid of Affective Events Theory.

Details

International Journal of Conflict Management, vol. 30 no. 4
Type: Research Article
ISSN: 1044-4068

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Article
Publication date: 14 August 2019

Vijay Kuriakose, Sreejesh S., P.R. Wilson and Anusree MR

The purpose of this study is to examine the differential association of three different workplace conflicts on employee-related outcomes, such as loneliness and…

Abstract

Purpose

The purpose of this study is to examine the differential association of three different workplace conflicts on employee-related outcomes, such as loneliness and well-being. Further, the study pursues to explore the perceived social support at the workplace as a conditional factor in the relation between different conflict types and employee loneliness.

Design/methodology/approach

The data were collected using a self-administered survey from 554 IT employees. Structural equation modelling (SEM) was used to test the study postulations.

Findings

The findings indicated that all three types of conflicts differently associate on both loneliness and well-being. Besides, it found that loneliness works as a mediator between conflict types and employee well-being. Further, perceived social support at the workplace moderates the relationship between different types of conflict, such as relationship, process, task conflicts and employee loneliness at work.

Practical implications

The study provides helpful directions to HR managers by providing a clear empirical understanding of the types of conflicts and its association on employee-related outcomes. Further, the study highlights the need for developing social support in an organisation during conflict episodes, to manage the adverse association of these conflicts on employee well-being and to restore employee well-being.

Originality/value

To the best of the authors’ knowledge, for the first time, a study has been conducted highlighting the differential association of workplace conflict and employee outcome and indicating its intervening mechanisms and conflict management conditions.

Details

International Journal of Conflict Management, vol. 30 no. 5
Type: Research Article
ISSN: 1044-4068

Keywords

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Article
Publication date: 17 July 2018

Seung Hyun Lee

The ongoing challenge for hospitality firms is not to avoid service failures completely but rather to find effective ways of recovering from them. The purpose of this…

Abstract

Purpose

The ongoing challenge for hospitality firms is not to avoid service failures completely but rather to find effective ways of recovering from them. The purpose of this paper is to adopt conjoint analysis to examine guest preferences for service recovery actions that are taken simultaneously and the effect of such actions in the context of hotels in order to seek answers to the following research questions: what type of compensation bundle is most preferred by guests? and How effective are compensations in terms of recovery satisfaction, especially with regard to subsequent behavioral intentions?

Design/methodology/approach

In order to study guest preferences for compensation, choice-based conjoint (CBC) experiments were used. The CBC survey method involves presenting respondents with several hypothetical scenarios that include numerous combinations of compensation attributes. The survey sample was recruited through web-based panels run by a marketing firm. The online survey was designed and built in the Sawtooth Software platform. Conjoint analysis was carried out.

Findings

The conjoint analysis results show that among the different compensation attributes, consumers preferred discounts the most, followed by corrective actions and loyalty points. Among the discount levels, consumers favored “free one night certificate for a future stay” over “100 percent off one night’s room bill.” Regarding loyalty points, consumers desire more points than fewer points. In terms of correction levels, consumers appear to desire an “upgrade to a suite” over just moving to another room or having the original room cleaned. Moreover, consumers prefer that service recovery be handled by upper-level management.

Research limitations/implications

Several limitations should be discussed. For example, the type of service failure studied was limited to a booked room not being clean upon check-in. Different types and magnitudes of service failures may result in a different set of preferences for compensation bundles. In addition, the compensation attributes and levels were limited in scope even though they were obtained from interviews with managers at midsize hotels. Other attributes and attribute levels can be included in future studies.

Originality/value

Although an abundant number of studies have been done regarding service failure and recovery, the extent to which service recovery needs to be carried out before it translates into actual recovery remains unanswered. Using conjoint analysis, the study identified exactly which bundle of compensation items was most preferred by guests.

Details

Journal of Hospitality and Tourism Insights, vol. 1 no. 3
Type: Research Article
ISSN: 2514-9792

Keywords

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Article
Publication date: 13 September 2019

Rafael Anaya-Sánchez, Sebastian Molinillo, Rocío Aguilar-Illescas and Francisco Liébana-Cabanillas

This paper aims to focus on understanding how restaurant review sites generate trust among travellers and the effect of trust on the intention to visit and recommend…

Abstract

Purpose

This paper aims to focus on understanding how restaurant review sites generate trust among travellers and the effect of trust on the intention to visit and recommend restaurants while travelling.

Design/methodology/approach

The research model was assessed with data from a sample of 439 Spanish tourists using partial least squares structural equation modelling (PLS-SEM).

Findings

Information quality and source credibility are key for generating website trust. Website quality does not influence trust. Website trust is a key variable for explaining both intention to visit and recommend a restaurant, offline and online. Age is a significant moderator.

Research limitations/implications

This study expands the literature by assessing the antecedents and consequences of travellers’ trust in restaurant review sites during their trips.

Practical implications

Strategies are suggested for review sites, restaurants and destination managers.

Originality/value

This research enhances the knowledge of how consumers perceive restaurant review sites, and their behavioural intention while travelling.

目的

这项研究重点关注餐馆的评论平台是如何使旅行者产生信任的, 以及信任对旅行者对餐馆的访问意愿和推荐意愿的影响。

设计/方法/办法

本文根据439名西班牙游客的数据, 采用偏最小二乘结构方程模型(PLS-SEM)来对研究模型进行评估。

發現

信息质量和来源可信度是产生网站信任的关键。网站质量对信任没有影响。网站信任是一个关键的变量, 可解释人们线下或线上访问和推荐该餐馆的意愿。年龄是一个重要的调节因素。

啟示

本研究通过评估旅行者在旅途中对餐厅点评网站产生信任的前因与后果, 扩展了相关文献。

實際影響

为点评网站、餐厅和目的地管理者提供策略。

这项研究帮助了解了消费者如何认知餐厅点评网站, 以及他们在旅行时的行为意向。

關鍵字

口碑,網站信任,訪問意向,餐飲業,評論網站

Propósito

El objetivo de esta investigación es comprender cómo las páginas webs de reseñas de restaurantes generan confianza entre los viajeros, y cómo esta confianza afecta a la intención de visitar y recomendar restaurantes durante el viaje.

Diseño/metodología/enfoque

El modelo de investigación fue evaluado a partir de una muestra de 439 turistas españoles mediante la técnica de mínimos cuadrados parciales en un modelo de ecuaciones estructurales (PLS-SEM).

Resultados

La calidad de la información y la credibilidad de la fuente son variables clave en la generación de confianza hacia la página web. La calidad de la web no influye en la confianza. La confianza en la web es una variable fundamental para explicar tanto la intención de visitar como de recomendar un restaurante, dentro y fuera de Internet. La edad modera las relaciones del modelo.

Limitaciones/implicaciones de la investigación

Este estudio expande la literatura al evaluar los antecedentes y consecuentes de la confianza de los viajeros en las webs de reseñas de restaurantes durante sus viajes.

Implicaciones prácticas

Se sugieren varias estrategias para las webs de reseña, los restaurantes y los destinos turísticos.

Originalidad/valor

Esta investigación mejora el conocimiento sobre cómo los consumidores perciben a las webs de reseñas de restaurantes, así como sus intenciones de comportamiento mientras viajan.

Palavras-chave

Boca a boca, Confianza en el sitio web, Intención de visitar, Industria de la restauración, Sitios webs de opinión

Details

Tourism Review, vol. 74 no. 4
Type: Research Article
ISSN: 1660-5373

Keywords

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