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1 – 10 of 31Farhad Nazir, Norberto Santos and Luis Avila Silveira
Tourism and health outbreaks share a symbiotic history (Hall, Scott, & Gössling, 2020; Ozbay, Sariisik, Ceylan, & Çakmak, 2021). Pandemics, epidemics, and endemics have…
Abstract
Tourism and health outbreaks share a symbiotic history (Hall, Scott, & Gössling, 2020; Ozbay, Sariisik, Ceylan, & Çakmak, 2021). Pandemics, epidemics, and endemics have transformed the perception of tourists. Previous outbreaks were geographically limited, resulting in the substitution effect (Prideaux, 2005; van der Veen, 2014). However, the COVID-19 pandemic urged the authorities to cease mobility worldwide. Evidently, mobility-oriented businesses like tourism have received immediate impacts from the pandemic. From shutdown to the minimum clearances, under strict restrictions, the tourism industry suffered atypical outcomes. Heat check-meters, contactless check-ins and check-outs, automotive service trays and counters, and reduced carrying capacity have been introduced to curb the impact of the pandemic on tourism. Tourism requires, throughout its cycle—before, during, and after the trip—the use of artificial intelligence, virtual reality, augmented reality, the internet of things, and geotargeting (Buhalis & Amaranggana, 2015). The usage of technology has been assured to be compatible with the prerequisites of restrictive and compliance measures (Lau, 2020). Moreover, in the supply sector, a competitive environment has also been created to market these new modified products and services. This chapter pursues the investigation of new offerings in a different normal, concerned with health issues, ethical behaviors, and trips with a social purpose to contribute to local development. Secondary data analysis has been performed to achieve this goal. This study implicates the new offerings duly implemented during the new normal.
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Parisa Mousavi, Mehdi Shamizanjani, Fariborz Rahimnia and Mohammad Mehraeen
Customer experience management (CXM), which aims to achieve and maintain customers' long-term loyalty, has attracted the attention of many organizations. Improving customer…
Abstract
Purpose
Customer experience management (CXM), which aims to achieve and maintain customers' long-term loyalty, has attracted the attention of many organizations. Improving customer experience management in organizations requires that, first, their relevant capabilities be evaluated. The present study aimed to offer a set of key performance indicators for evaluating customer experience management in commercial banks.
Design/methodology/approach
The study, first, attempted to identify the components of evaluating customer experience management by reviewing the related literature and conducting interviews with experts. Then, the extracted components were transformed into assessable metrics using the goal question metric method, and the key performance indicators relevant to customer experience management in commercial banks were selected according to the experts' opinions and the Fuzzy Delphi method.
Findings
According to the findings of the study, 21 key performance indicators were identified for customer experience management in commercial banks, and customer satisfaction, the mean number of calls to resolve an issue in customer journey touchpoints, the NPS, and the ratio of the budget allocated to the CXM department to the budget of the marketing department were found as the most significant performance indicator according to banking experts.
Originality/value
The present study was among the first research projects intended to evaluate CXM and offer key performance indicators that could help the managers of commercial banks assess the maturity levels of their CXM.
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This study attempts to identify and explicate the unique segmentation of the increasingly growing virtual reality (VR) user market based on the user experience. Consequently, it…
Abstract
This study attempts to identify and explicate the unique segmentation of the increasingly growing virtual reality (VR) user market based on the user experience. Consequently, it collects five hundred forty-five online survey questionnaires through the Prolific platform and deploys cluster analysis to identify mutually exclusive groups of VR users. The research variable, user experience, contains 16 indicators explained by four dimensions. As a result, this study is able to unveil three mutually exclusive markets which are labeled as (1) beginner, (2) aficionado, and (3) utilitarian. The unique features of these three groups are further compared based on their VR tour behaviors. In the conclusion section, it offers managerial implications for devising novel marketing strategies.
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Aakash Khindri and Santosh Rangnekar
Drawing insights from Piaget's theory of cognitive development and exploring their applicability to working adults while assessing the role of tenure, as appreciated by multiple…
Abstract
Drawing insights from Piaget's theory of cognitive development and exploring their applicability to working adults while assessing the role of tenure, as appreciated by multiple studies associated with adaptability and openness, the current study examines the influence of work experience in the relationship between an individual's adaptability and openness to people's ideas in the context of the Indian workplace. The study followed a cross-sectional survey-based design, and data were gathered from 202 junior, middle and senior executives from Indian manufacturing and service organizations. Using PROCESS macro in SPSS, the moderating effect of work experience on the linkage between adaptability to situations and openness to people's ideas was examined. The study results depicted that adaptability to situations is positively associated with a person's openness to people's ideas. Such a result indicates that promoting adaptability among employees could lead to openness in behaviour towards ideas of their colleagues and other people, which may promote team cohesiveness and learning in the long run. Also, the work experience of employees was found to be moderating the relation between adaptability and openness such that the increasing years of work experience tend to enhance the positive relationship between adaptability and openness. These results suggest that as the work experience increases, the positive association between adaptability and tendency to be open towards people's ideas strengthens. Further, the implications for the domains of research and practice, limitations of the study and directions for future studies have been discussed.
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Ravikantha Prabhu, Sharun Mendonca, Pavana Kumara Bellairu, Rudolf Charles DSouza and Thirumaleshwara Bhat
This paper aims to report the effect of titanium oxide (TiO2) particles on the physical, mechanical, tribological and water resistance properties of 5% NaOH-treated bamboo…
Abstract
Purpose
This paper aims to report the effect of titanium oxide (TiO2) particles on the physical, mechanical, tribological and water resistance properties of 5% NaOH-treated bamboo fiber–reinforced composites.
Design/methodology/approach
In this research, the epoxy/bamboo/TiO2 hybrid composite filled with 0–8 Wt.% TiO2 particles has been fabricated using simple hand layup techniques, and testing of the developed composite was done in accordance with the American Society for Testing and Materials (ASTM) standard.
Findings
The results of this study indicate that the addition of TiO2 particles improved the mechanical properties of the developed epoxy/bamboo composites. Tensile properties were found to be maximum for 6 Wt.%, and impact strength was found to be maximum for 8 Wt.% TiO2 particles-filled composite. The highest flexural properties were found at a lower TiO2 fraction of 2 Wt.%. Adding TiO2 filler helped to reduce the water absorption rate. The studies related to the wear and friction behavior of the composite under dry and abrasive wear conditions reveal that TiO2 filler was beneficial in improving the wear performance of the composite.
Originality/value
This research paper attempts to include both TiO2 filler and bamboo fibers to develop a novel composite material. TiO2 micro and nanoparticles are promising filler materials; it helps to enhance the mechanical and tribological properties of the epoxy composites and in literature, there is not much work reported, where TiO2 is used as a filler material with bamboo fiber–reinforced epoxy composites.
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Timothy Jung, Sujin Bae, Natasha Moorhouse and Ohbyung Kwon
Traditionally, Task–Technology Fit (TTF) theory has been applied to examine the usefulness of technology in the work environment. Can the same approach (based on experience rather…
Abstract
Purpose
Traditionally, Task–Technology Fit (TTF) theory has been applied to examine the usefulness of technology in the work environment. Can the same approach (based on experience rather than tasks) be applied to non-work, cultural heritage environments? This is the question the authors ask in this study. This study proposes a new variation of TTF based on the experience economy model, namely Experience–Technology Fit (ETF), for the non-work environment, in particular, in the context of cultural heritage, where visitor experience is enhanced by extended reality technology, which combines immersive technologies and artificial intelligence.
Design/methodology/approach
Employing a quantitative survey method, the empirical analysis seeks to determine the influence of Mixed Reality (MR) characteristics (interactivity, vividness), Voice User Interface (VUI) characteristics (speech recognition, speech synthesis) and experience economy factors (education, entertainment, esthetic, escape) on satisfaction, revisit intention and actual purchase to propose a new ETF model.
Findings
VUI, MR, and experience factors were significantly associated with ETF; when combined with MR-based experience, ETF was significantly associated with satisfaction. This study’s findings further demonstrate the relationship between users' satisfaction when engaging with MR-based experience and revisit intention, while purchase intention was significantly associated with the actual purchase.
Originality/value
The novel contribution of this study is the proposal of the EFT model, a new variation of TTF based on the experience economy model. Overall, this study expands the applications of TTF to an experience-oriented business, thereby broadening the authors’ understanding of technological success with a specific focus on the technology fit of Extended Reality (XR) in the context of cultural heritage.
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Burnout has been known to negatively affect volunteers. However, information involving various factors that influence their burnout is severely lacking. This study aims to examine…
Abstract
Purpose
Burnout has been known to negatively affect volunteers. However, information involving various factors that influence their burnout is severely lacking. This study aims to examine how volunteers displayed adaptability, the ability to change their thoughts, actions and/or behaviors in uncertain situations, to offset the negative relationship with burnout. This study also examined the amount of training a volunteer reported as one factor that may act to moderate this negative relationship between adaptability and burnout.
Design/methodology/approach
Using the conservation of resources (COR) theory, the author investigated how volunteers try to maintain their current level of resources, which aids in coping with stress and lowering their risk of burnout.
Findings
Using regression, the author discovered that adaptability was negatively related to burnout and this relationship was stronger for volunteers who reported less training. Training was confirmed as a moderator in this relationship. In sum, training acted as a buffer in the negative relationship involving adaptability and burnout.
Originality/value
The current study is one of the few to adopt theories often used to understand employee experiences, and apply them to volunteers. Interestingly, across a variety of volunteer environments, these employment theories and relationships, including adaptability, appear to matter.
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Bhawana Bhardwaj, Balkrishan and Dipanker Sharma
Creative entrepreneurship is a vital concept that revolves around setting up a business that is novel, thoughtful, lucrative, and yet compassionate. The global pandemic has made…
Abstract
Creative entrepreneurship is a vital concept that revolves around setting up a business that is novel, thoughtful, lucrative, and yet compassionate. The global pandemic has made people realise the significance and importance of creative entrepreneurship. Self-help groups (SHGs) play a pivotal role in boosting the rural economy and empowering people. Rural creative entrepreneurship has witnessed a significant transformation during the COVID-19 pandemic. The conventional concepts vanished due to the modern shift towards digitisation. Usage of the technology became the new normal and SHGs made all possible efforts to acclimatise promptly. Online virtual meetings, conference calls, and groups on WhatsApp made common people techno-savvy, facilitating work from home. The adoption of digitisation became a catalyst for the development of remote/rural areas. The present study is focused on the role of creative entrepreneurship in supporting and helping SHGs to function seamlessly during the COVID-19 pandemic. The authors aimed at analysing pandemic and post-pandemic creative entrepreneurship through SHGs in Himachal Pradesh (India). The authors identify that Creative Entrepreneurship initiatives have changed and supported the livelihood of rural people during the pandemic. This chapter also highlights challenges faced by the SHGs during the lockdown and their resilience strategies.
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Ben Arviv, Amir Shani and Yaniv Poria
The aim of the study is to capture consumers' conceptualization of ethnic food and ethnic restaurants, focusing on what it takes for ethnic restaurants to be perceived authentic.
Abstract
Purpose
The aim of the study is to capture consumers' conceptualization of ethnic food and ethnic restaurants, focusing on what it takes for ethnic restaurants to be perceived authentic.
Design/methodology/approach
Qualitative research, based on semi-structured in-depth interviews which were transcribed and subjected to inductive thematic analysis.
Findings
The findings conceptualize what ethnic food and ethnic-authentic restaurant are, leading to formulating the criteria that authentic ethnic restaurant should meet.
Research limitations/implications
Findings have practical implications for restaurateurs interested in establishing themselves as ethnically authentic and for businesses focusing on ethnic food. This study was based on Israeli-Jewish participants; studies with other populations will contribute to the findings' trustability.
Originality/value
This study provides novel and critical insights into ethnic restaurant managements and to the customer conceptualization of the concept of ethnic authentic, demonstrating it being a multifaceted concept.
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