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Article
Publication date: 5 June 2020

Girish Prayag, Martin Joseph Gannon, Birgit Muskat and Babak Taheri

Recognising tourists’ increasing desire for authentic destination-specific experiences, the hospitality industry has responded by increasing provision of innovative…

Abstract

Purpose

Recognising tourists’ increasing desire for authentic destination-specific experiences, the hospitality industry has responded by increasing provision of innovative culinary activities. This study aims to use the concepts of serious leisure and terroir to examine how knowledge, physical environment and service quality influence co-creation within the culinary tourism context.

Design/methodology/approach

Following cooking class participation, 575 domestic Iranian tourists were surveyed. These educational classes provide opportunities to learn about local foods alongside peers in an interactive setting. Consistent with the benefits of serious leisure, this consumption context could prove conducive to stimulating co-creation.

Findings

Prior knowledge strongly influences tourists’ reflective and recreational motives for participation (i.e. the benefits of serious leisure). This shapes how tourists evaluate physical environments and service quality therein; influencing value co-creation and supporting serious leisure as the conceptual lens through which to understand experiential culinary consumption.

Research limitations/implications

The proposed conceptual model was tested on domestic tourists following class participation. However, in suggesting that visually-stimulating, tactile premises with the olfactory appeal can encourage co-created experiences, the findings are relevant to service touch-point management more generally.

Originality/value

Recognizing the influential role played by the physical and social aspects of experiential consumption, the serious leisure framework improves an extant understanding of value co-creation.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 7
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 20 June 2016

Adrian Heng Tsai Tan, Birgit Muskat and Anita Zehrer

The purpose of this paper is to identify and synthesize major streams of research on quality of student experience in higher education, to present an agenda for future research.

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1319

Abstract

Purpose

The purpose of this paper is to identify and synthesize major streams of research on quality of student experience in higher education, to present an agenda for future research.

Design/methodology/approach

The paper presents a systematic review of research published in high-quality journals during the period 2000 to 2014 in the areas of quality of student experience and higher education.

Findings

Findings highlight current research trends on the quality of student experience in higher education. Results show five prevailing research streams: exploration of learning experience; exploration of student experience; gender differences in assessment of higher education experience; improvement in quality of student experience; and student satisfaction with higher education experience.

Research Limitations/implications

The identification of the five research streams provides the basis for a synthesis of key issues identified within each research stream. In addition, the identification of purposes and limitations in existing research supports attempts to address issues of the quality of student experiences in higher education.

Practical Implications

Literature currently portrays the quality of student experience as a student-centric idea. Together with the purposes and limitations identified in existing research, the paper proposes an agenda for future research that increases the variety of research streams to provide a deeper understanding of the student experience and to enhance the delivery of quality in higher education.

Originality/value

The findings contribute to the research scene by providing important insights in terms of the current trends and focus of existing research in the area of quality of student experiences in higher education.

Details

International Journal of Quality and Service Sciences, vol. 8 no. 2
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 7 January 2021

Amitabh Anand, Birgit Muskat, Andrew Creed, Ambika Zutshi and Anikó Csepregi

The purpose of this paper is to systematically synthesize the extant literature of knowledge sharing (KS) and knowledge transfer (KT) in the small and medium enterprise…

Abstract

Purpose

The purpose of this paper is to systematically synthesize the extant literature of knowledge sharing (KS) and knowledge transfer (KT) in the small and medium enterprise (SME) context and to contribute with predictions of emerging themes.

Design/methodology/approach

Applied is a systematic literature review using three bibliometric techniques: (1) textual analysis for keywords and abstracts to identify the research hotspots, (2) co-citation analysis of references to identify the evolution of KS and KT in SME and (3) bibliographic coupling analysis of documents to synthesize antecedents and outcomes.

Findings

A conceptual map emerges from the review to reveal the antecedents of KS and KT at the individual, group and organizational levels. The analysis shows the strategic importance of KS and KT for the SME context. Specific findings include: (1) KS and KT are involved in enhancing SMEs strategic focus for human resources, including organizational learning, customer relations, creativity, higher profit and positive effects on operational processes and decision-making. (2) Innovation, trust and performance are identified as central human factors linked to KS and KT in SMEs. (3) Human resource (HR) management research could contribute to KS and KT in the SME domain by exploring KS- and KT-based practices, linking the emergence of innovation and innovative behaviors to these practices, leading to a better understanding of strategies that enable the long-term storage and retrieval of tacit and explicit knowledge as organizational memory in the SME context.

Originality/value

This paper is one of the first to systematically review KS and KT in SMEs and propose a concept map. The research adds value to the growing literature of KS and KT and exposes the need for more specific activities to support SME managers, as well as HR managers, who need to facilitate KS and KT in SMEs.

Details

Personnel Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0048-3486

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Article
Publication date: 18 October 2019

Birgit Muskat and Bernd F. Reitsamer

The purpose of this paper is to examine how quality of work life (QWL) influences job satisfaction and to test if gender and organizational type moderate this relationship…

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1410

Abstract

Purpose

The purpose of this paper is to examine how quality of work life (QWL) influences job satisfaction and to test if gender and organizational type moderate this relationship for Generation Y (Gen-Y).

Design/methodology/approach

Questionnaire data were collected from 328 Gen-Y employees in European hospitality businesses. Drawing on generational theory, social role theory and person–environment (P–E) fit theory, the authors discuss how gender and organizational types (i.e. independent vs corporate structures) moderate Gen-Y’s QWL–job satisfaction relationship.

Findings

The findings of the paper are as follows: first, gender and organizational type influence the QWL–job satisfaction relationship for Gen-Y. Second, job security does not change job satisfaction levels for female employees while high levels of job security negatively influence job satisfaction for male employees. Third, receiving appreciation at work increases job satisfaction for both women and men but, when receiving little appreciation at work, women remain more satisfied. Fourth, having opportunities to contribute to decisions positively affects Gen-Y’s job satisfaction. Fifth, having the right to say is more important in independent organizations, while the opportunity to realize an employee’s own potential leads to higher job satisfaction in corporate organizations.

Originality/value

The study contributes to the limited empirical scholarly research, adding to a deeper understanding of influencing factors of Gen-Y’s QWL–job satisfaction relationship.

Details

Personnel Review, vol. 49 no. 1
Type: Research Article
ISSN: 0048-3486

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Article
Publication date: 13 May 2019

Adrian Heng Tsai Tan, Birgit Muskat and Raechel Johns

The purpose of this paper is to examine the role of empathy in the student service experience. Taking a dyadic perspective, both students’ and staff’s perceptions are…

Abstract

Purpose

The purpose of this paper is to examine the role of empathy in the student service experience. Taking a dyadic perspective, both students’ and staff’s perceptions are analyzed to determine if empathy matters to both actors alike; and which differences in perceptions about the role of empathy between these actors exist.

Design/methodology/approach

The authors adopt a multi-method approach and used data from 256 usable survey responses from 11 higher education service providers in Singapore. Empathy was operationalized by six cognitive and affective independent variables and multiple multivariate analyses are applied, such as multivariate analysis of variance, discriminant analysis and multiple regression analysis.

Findings

Results show that both students and staff alike evaluate empathy as important in the co-created service experience. The provision of individualized attention to students to positively influence student experience in learning was deemed important by both staff and students. Yet, there are also distinct differences. For students, it is essential that staff members have students’ best interests at heart; for staff members, knowledge of students’ needs and show of care and concern are important.

Practical implications

Students and staff perceive empathy in higher education service provision differently. Interestingly, whilst staff think caring for students is important, students feel that too much care and concern from staff has a negative effect on their experience. Hence, too much care and concern might cause potential issues with the students’ perception of “over-servicing” which might manifest as “spoon-feeding.” Instead, students are asking for individualized and professionalized attention to be taken seriously and to be involved in the co-creation of the education service experience.

Originality/value

This study advances the understanding of affective and cognitive aspects of empathy and their influence on students’ service experiences.

Details

Journal of Service Theory and Practice, vol. 29 no. 2
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 27 June 2019

Birgit Muskat, Leonie Lockstone-Binney, Faith Ong and Maike Andresen

The purpose of this paper is to develop an integrative conceptual framework of the “talented hospitality entrepreneur”. In doing so, the authors address the current lack…

Abstract

Purpose

The purpose of this paper is to develop an integrative conceptual framework of the “talented hospitality entrepreneur”. In doing so, the authors address the current lack of understanding of talent at the individual entrepreneurial level and the lack of integration between the talent and entrepreneurship literatures and specifically consider the hospitality context.

Design/methodology/approach

This conceptual paper systematically synthesizes the extant literature and links key concepts within talent management, entrepreneurship, hospitality and human resource management to develop a model of the talented hospitality entrepreneur.

Findings

Seven propositions emerge from the literature synthesis, and the integrative conceptual model is developed to define the individual antecedents of the talented hospitality entrepreneur and their outcomes for success.

Originality/value

To date, understanding of the individual level of talent has been neglected in the management literature. The quandary is that the extant literature on talent has focused on the management of talent at an organizational level, while the entrepreneurship literature has concentrated on spatial macro-level effects. Further, the notion of talent in hospitality literature remains underexplored. Adopting an inclusive view of talent, the authors offer a new integrative framework explaining the constituencies of talent for hospitality entrepreneurs and an associated research agenda.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 10
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 14 March 2013

Birgit Muskat, Matthias Muskat and Deborah Blackman

The purpose of this paper is to analyse the causes that have led to a rather fragmented view of quality management among tourism marketing organisations in Germany. The…

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2083

Abstract

Purpose

The purpose of this paper is to analyse the causes that have led to a rather fragmented view of quality management among tourism marketing organisations in Germany. The aim is to identify and to interpret the relevant societal cultural factors underpinning German management. The paper examines the influence of culture on the perception and performance of quality management in tourism organisations.

Design/methodology/approach

The study is based on a data set which previously explored and analysed the diffusion of total quality management in German public tourism marketing organisations. In this paper, the data set has been re‐analysed and mapped against societal cultural elements. The analysis evaluates cultural factors that influence perceptions among German tourism marketing organisations on quality management.

Findings

This paper identifies cultural aspects that influence the perception and performance of quality in tourism organisations. The findings relate cultural antecedents in three identified core issues of quality: underdeveloped training and motivational events for staff; unbalanced strategic positioning in terms of quality; and weak commitment to standards and guidelines.

Practical implications

The implications that can be drawn from the findings of this paper are twofold. First, the results could be integrated into future educational policies in tourism. Second, implications and learning for tourism managers from this paper relate to a holistic, integrative, and systems‐based approach to quality management instead of only implementing individual quality aspects.

Originality/value

This paper is one of the first studies to consider the influences of societal culture on the perception and performance of quality management in the German tourism sector.

Details

Managing Service Quality: An International Journal, vol. 23 no. 2
Type: Research Article
ISSN: 0960-4529

Keywords

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Article
Publication date: 15 November 2011

Birgit Muskat

Downloads
857

Abstract

Details

Managing Service Quality: An International Journal, vol. 21 no. 6
Type: Research Article
ISSN: 0960-4529

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Downloads
927

Abstract

Details

Journal of Product & Brand Management, vol. 22 no. 2
Type: Research Article
ISSN: 1061-0421

Keywords

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Article
Publication date: 21 June 2013

Birgit Muskat

Downloads
188

Abstract

Details

Journal of Consumer Marketing, vol. 30 no. 4
Type: Research Article
ISSN: 0736-3761

Keywords

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