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1 – 10 of 10Anupama Sukhu and Anil Bilgihan
The purpose of this research is to investigate the effects of service recovery experiences on customer engagement in negative word-of-mouth (WOM) in the hotel industry and explore…
Abstract
Purpose
The purpose of this research is to investigate the effects of service recovery experiences on customer engagement in negative word-of-mouth (WOM) in the hotel industry and explore the psychological motives and mediating mechanisms driving consumer behavior.
Design/methodology/approach
A scenario-based experimental design on Qualtrics was used, with a pre-test (N = 200). The main study data were collected using Amazon's Mechanical Turk platform.
Findings
Findings reveal that negative service experiences lead to higher engagement in negative WOM compared to positive and satisfactory recovery service experiences. Even well-executed recovery efforts may not completely eliminate negative WOM. The mediating role of emotional responses is substantiated, as heightened negative service experiences result in more intense negative emotional responses, leading to increased engagement in negative WOM.
Originality/value
The study emphasizes the importance of service recovery strategies and the need for businesses to consistently strive for exceptional service quality. It also highlights the complexity of customer reactions to service experiences, suggesting that further research is needed to explore the factors that minimize negative WOM across various service contexts.
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Rajiv Kumar Dwivedi, Manoj Pandey, Anil Vashisht, Devendra Kumar Pandey and Dharmendra Kumar
The study aims to investigate the consumers' behavioral intention toward green hotels. The tendency of individuals to afford green hotels is further escalating with progressing…
Abstract
Purpose
The study aims to investigate the consumers' behavioral intention toward green hotels. The tendency of individuals to afford green hotels is further escalating with progressing coronavirus disease-2019 (COVID-19) pandemic recurring waves. The increased worry of consumers toward health, hygiene and the climate is acquiring momentum and transforming how consumers traditionally perceive green hotels.
Design/methodology/approach
The study has recommended an integrated framework incorporating various research fields as attitude-behavior-context theory, theory of planned behavior (TPB) and moderating influences to study the associations among the antecedents of consumers' behavioral intention toward green hotels. The study comprised the participation of 536 respondents residing in the Delhi and National Capital Region (NCR) of India. The data analysis strategy involved the use of structural equation modeling (SEM) analysis to test the proposed research framework.
Findings
The results and findings of the study indicated a significant influence of fear and uncertainty of the COVID-19 pandemic and environmental concern on green trust. The results also revealed the considerable impact of green trust on willingness to pay premium, attitude and subjective norms, which significantly influenced behavioral intention. The analysis also revealed the moderating influence of environmental concern in the relationship of green trust and behavioral intention.
Research limitations/implications
The study has recommended significant theoretical. The theorists may use this research framework to analyze better the transforming consumer behavior trends toward green hotels in the ongoing fearful and uncertain COVID-19 pandemic scenario.
Practical implications
The study has recommended significant managerial implications. The industry practitioners may also utilize the framework to sustain the hotel business and bring new strategic insights into practice to combat the impact of the pandemic and simultaneously win consumers' trust in green hotels.
Originality/value
Although the researchers have previously emphasized consumers' intention toward green practices embraced by hotels, the impact of the COVID-19 pandemic on the green hotel industry gained noticeable attention from researchers. Furthermore, there is a scarcity of literature providing insights on the behavioral dynamism of hotel customers' trust, attitude and willingness to pay for green hotels during the repetitive waves of the COVID-19 pandemic. The study will support the existing literature gap by enlightening the associations among the various antecedents of green hotels' behavioral intention, COVID-19 and environmental concern.
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Francis Lwesya and Jyoti Achanta
The purpose of the paper is to present research trends in the food supply chain in the context of changes in food systems due to globalization, urbanization, environmental…
Abstract
Purpose
The purpose of the paper is to present research trends in the food supply chain in the context of changes in food systems due to globalization, urbanization, environmental concerns, technological changes and changes in food consumption patterns in the world.
Design/methodology/approach
The present investigation was performed by bibliometric analysis using the VOSviewer software, visualization software developed by Nees and Waltman (2020). In this work we performed co-citation, bibliographic coupling and keyword evolution analyses.
Findings
The results show that research in the food supply chain is rapidly changing and growing. By applying co-citation analysis, The authors found that the intellectual structure of the food supply chain has evolved around six clusters, namely, (a) collaboration and integration in the supply chain (b) sustainable supply chain management, (c) food supply chain management (FSCM), (d) models for decision-making in the food supply chain, (e) risk management in the supply chain and (g) quality and food logistics in the supply chain. However, based on bibliographic coupling analysis, The authors find that new or emerging research niches are moving toward food supply market access, innovation and technology, food waste management and halal FSCM. Nevertheless, the authors found that the existing research in each of the thematic clusters is not exhaustive.
Research limitations/implications
The limitation of the research is that the analysis mainly relates only to the bibliometric approach and only one database, namely, Scopus. Broader inclusion of databases and deeper application of content analysis could expand the results of this research.
Originality/value
There are limited studies that have examined research trends in food supply chains in both developed and developing countries using bibliometric analysis. The present investigation is novel in identifying the thematic research clusters in the food supply chain, emerging issues and likely future research directions. This is important given the dynamics, consumer demand for quality food, technological changes and environmental sustainability issues in food systems.
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Vanishree Beloor and T.S. Nanjundeswaraswamy
The purpose of this study is to determine the enablers of the quality of work life (QWL) of employees working in the Garment industries.
Abstract
Purpose
The purpose of this study is to determine the enablers of the quality of work life (QWL) of employees working in the Garment industries.
Design/methodology/approach
The study was carried out in a fivefold step. In the first step, the enablers of QWL were identified through an exhaustive literature survey, in the second step identified vital few components through Pareto analysis. Then the third step was followed by exploratory factor analysis (EFA) to further, to identify the precise components and validate the same using confirmatory factor analysis in fourth step. The final step included interpretive structural modeling and Cross-Impact Matrix Multiplication Applied to Classification analysis to model the validated components and determine the interrelationships and linkages.
Findings
Predominant QWL enablers of employees working in the garment industries are training and development, satisfaction in job, compensation and rewards, relation and co-operation, grievance handling, work environment, job nature, job security and facilities.
Research limitations/implications
In this study, the interpretive structural model is designed based on the opinion of the experts who are working in the garment industry considering the responses from employees in garment sectors. The framework can be extended further to the other sectors.
Practical implications
In future, the researchers in QWL may develop a model to quantify the level of employees’ QWL who are working in different sectors. Enablers of QWL are essential, and based on this further statistical analysis can be carried out. This study will provide limelight to the researchers in choosing the valid and reliable set of enablers for the empirical studies. Organizations can get benefit by implementing the outcome of this research for the enhancement of the QWL of employees.
Originality/value
The study was carried out in 133 garment industries where 851 workers constituted the final valid responses that were considered for analysis. The outcomes from the study help administrators, policy and decision-takers in taking decisions to enhance QWL.
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Despite the increasing relevance of seamless shopping experience in an omnichannel context, research on how seamless shopping experience affects customers’ word of mouth on social…
Abstract
Purpose
Despite the increasing relevance of seamless shopping experience in an omnichannel context, research on how seamless shopping experience affects customers’ word of mouth on social media (sWOM) remains scant. Based on the attribution theory, this study aims to investigate the effects of seamless shopping experience types on customers’ sWOM intentions from the perspective of smart-shopping feelings and validated the moderation role of shopping orientation.
Design/methodology/approach
Using a data set of 301 omnichannel customers, three scenario-based experiments were conducted to address the research questions.
Findings
An efficient and interconnected experience is more likely to positively affect sWOM intentions than an inefficient but interconnected experience. Furthermore, smart-shopping feelings were found to have a significant mediating effect. For experiential-oriented shoppers, the positive relationship between an efficient and interconnected experience, smart-shopping feelings and sWOM intentions was significantly strengthened.
Originality/value
This research contributes to the sWOM and omnichannel service experience literature by investigating the influences of seamless shopping experience types on customers’ sWOM intentions. This research also provides recommendations for designing and delivering a superior, seamless shopping experience for omnichannel shoppers.
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Pankaj Naharwal, Mahesh Meena, Charul Somani, Neetu Kumari and Dinesh Kumar Yadav
This paper aims to critically review the isolation and chemistry of plant pigments.
Abstract
Purpose
This paper aims to critically review the isolation and chemistry of plant pigments.
Design/methodology/approach
A literature survey from 1974 to 2022 was carried out and studied thoroughly. The authors reviewed literature in various areas such as isolation methods and catalytic properties of pigments.
Findings
With vast growing research in the field of catalytic activities of various pigments like chlorophyll, anthocyanin and flavonoids, there is still scope for further research for the pigments such as Lycopene, carotenoids and xanthophyll as there has not been any significant work in this area.
Research limitations/implications
Plant pigments may be used as an ecofriendly catalyst for chemical reactions.
Practical implications
One can get the direction of pigment research.
Social implications
Plant pigments are natural and ecofriendly catalyst which can reduce the pollution.
Originality/value
This is an original work. This paper precisely depicts the advantages as well as disadvantages of the isolation techniques of pigments. This study also presents the chemistry of plant pigments.
Graphical abstract
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Yongchao Martin Ma, Xin Dai and Zhongzhun Deng
The purpose of this study is to investigate consumers' emotional responses to artificial intelligence (AI) defeating people. Meanwhile, the authors investigate the negative…
Abstract
Purpose
The purpose of this study is to investigate consumers' emotional responses to artificial intelligence (AI) defeating people. Meanwhile, the authors investigate the negative spillover effect of AI defeating people on consumers' attitudes toward AI companies. The authors also try to alleviate this spillover effect.
Design/methodology/approach
Using four studies to test the hypotheses. In Study 1, the authors use the fine-tuned Bidirectional Encoder Representations from the Transformers algorithm to run a sentiment analysis to investigate how AI defeating people influences consumers' emotions. In Studies 2 to 4, the authors test the effect of AI defeating people on consumers' attitudes, the mediating effect of negative emotions and the moderating effect of different intentions.
Findings
The authors find that AI defeating people increases consumers' negative emotions. In terms of downstream consequences, AI defeating people induces a spillover effect on consumers' unfavorable attitudes toward AI companies. Emphasizing the intention of helping people can effectively mitigate this negative spillover effect.
Practical implications
The authors' findings remind governments, policymakers and AI companies to pay attention to the negative effect of AI defeating people and take reasonable steps to alleviate this negative effect. The authors help consumers rationally understand this phenomenon and correctly control and reduce unnecessary negative emotions in the AI era.
Originality/value
This paper is the first study to examine the adverse effects of AI defeating humans. The authors contribute to research on the dark side of AI, the outcomes of competition matches and the method to analyze emotions in user-generated content (UGC).
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Md. Rabiul Awal, Md. Shakhawat Hossain, Tahmina Akter Arzin, Md. Imran Sheikh and Md. Enamul Haque
Online shopping around the world is growing exponentially, especially during the COVID-19 pandemic. This study aims to examine how an online customer's purchasing experience…
Abstract
Purpose
Online shopping around the world is growing exponentially, especially during the COVID-19 pandemic. This study aims to examine how an online customer's purchasing experience influences his/her buying intention and willingness to believe in fraud news, as well as the ripple impact of satisfaction and trust, with gender as a moderator in an emerging economy during COVID-19.
Design/methodology/approach
Based on the underpinning of the stimulus-organism-behavior-consequence (SOBC) theory, the research model was developed, and collected data from 259 respondents using convenience samples technique. Next, the data were analyzed using partial least squares-based structural equation modeling (PLS-SEM), SPSS (Statistical Package for the Social Sciences) and Hayes Process Macro.
Findings
The study results confirmed that the online shopping experience (OSE) has positive impact on customers' satisfaction (CS), purchase intention (PI) and customer trust (CT); CS has positive effects on trust toward online shopping and their future product PI; future product PI significantly affects customers' propensity to believe and act on fraud news (PBAFN). The finding also states that gender moderates the relationships of CS to PI, OSE to PI and PI to PBAFN, but doesn't moderate the CT to PI relationship.
Originality/value
The study findings will assist policymakers and online vendors to win customers' hearts and minds' through confirming satisfaction, trust and a negative attitude toward fake news, which will lead to customer loyalty and the sustainable development of the industry. Finally, the limitations and future research directions are discussed.
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Ouided Dehas, Laidi Babouri, Yasmina Biskri and Jean-Francois Bardeau
This study aims to deal with both the development and mechanical investigations of unsaturated polyester matrix (UPR) composites containing recycled polyethylene terephthalate…
Abstract
Purpose
This study aims to deal with both the development and mechanical investigations of unsaturated polyester matrix (UPR) composites containing recycled polyethylene terephthalate (PET) fibers as new fillers.
Design/methodology/approach
UPR/PET fibers composites have been developed as mats by incorporating 5, 8, 13 and 18 parts per hundred of rubber (phr) of 6-, 10- and 15-mm length PET fibers from the recycling of postconsumer bottles. The mechanical and physical properties of the composites were investigated as a function of fiber content and length. A significant increase in stress at break and in ultimate stress (sr) were observed for composites reinforced with 5 and 8 phr of 15-mm length PET fibers. The Izod impact strength of UPR/mat PET fiber composites as a function of fiber rate and length showed that the 5 and 8 phr composites for the 15-mm length PET fiber have the optimal mechanical properties 13.55 and 10.50 Kj/m2, respectively. The morphological study showed that the strong adhesion resulting from the affinity of the PET fiber for the UPR matrix. The ductile fracture of materials reinforced with 5 and 8 phr is confirmed by the fiber deformation and fracture surface roughness.
Findings
This study concluded that the PET fiber enhances the properties of composites, a good correlation was observed between the results of the mechanical tests and the structural analysis revealing that for the lower concentrations, the PET fibers are well dispersed into the resin, but entanglements are evidenced when the fiber content increases.
Originality/value
It can be shown from scanning electron microscopy micrographs that the fabrication technique produced composites with good interfacial adhesion between PET fibers and UPR matrix.
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Kayode Kolawole Eluwole, Taiwo Temitope Lasisi, M. Omar Parvez and Cihan Cobanoglu
Fuzzy-set qualitative comparative analysis (fsQCA) is explored as a transformative tool rooted in complexity theory, shedding light on uncertainties shaping real-world decisions…
Abstract
Purpose
Fuzzy-set qualitative comparative analysis (fsQCA) is explored as a transformative tool rooted in complexity theory, shedding light on uncertainties shaping real-world decisions in tourism, with a focus on its application in the hospitality domain.
Design/methodology/approach
This study systematically evaluates fsQCA’s application in hospitality and tourism research, employing bibliometric analysis to scrutinize the published literature since its induction in 2011. The research seeks to understand the evolving usage by qualitatively reviewing impactful studies based on total citations.
Findings
The study reveals the ascendancy of fsQCA as a predominant approach in hospitality and tourism studies, particularly in illuminating decision-making paradigms in key sectors like destination and hotel selections and entrepreneurial orientations. However, an absence of fsQCA applications in gastronomy and wine tourism is identified, signaling uncharted territories for future inquiry.
Research limitations/implications
Theoretical implications include paradigm shifts to complexity theory, configural analysis and asymmetric algorithms. Practical implications involve improved decision-making and tailored marketing, benefiting industry practitioners. Limitations include potential academic bias, while future research suggests exploring sub-sectors, sustainability and emerging technologies.
Originality/value
This study identifies gaps in the fsQCA application and pioneers its examination within the hospitality domain, offering a unique perspective on understanding intricate relationships and configurations among variables. The study emphasizes the efficacy of asymmetric methodologies in elucidating behavioral nuances in hospitality and tourism, providing a foundation for future inquiries to expand horizons and unravel the nuanced applications of fsQCA in this research domain.
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