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1 – 4 of 4Naeem Akhtar, Xianglan Chen, Umar Iqbal Siddiqi, Guojun Zeng and Tahir Islam
To address critical research gaps in the extant literature, the present study develops a model that links language constraints in hotel attributes—core and facilitating––with…
Abstract
Purpose
To address critical research gaps in the extant literature, the present study develops a model that links language constraints in hotel attributes—core and facilitating––with consumers' offendedness (CO) and examines the consequent behavioral intentions of an offended consumer. For this purpose, it investigates (1) the role of language constraints in core and facilitating attributes in shaping CO, (2) how CO relates to adverse behavioral outcomes and (3) the moderating role of attribution of service failure (ASF) between language constraints and CO.
Design/methodology/approach
The present research used convenience sampling and collected data from 398 inbound tourists in Beijing through a survey questionnaire. The study performs measurement and structural evaluation by employing Amos Graphics 24.0 and moderation analysis through IBM SPSS 25.0.
Findings
The study examines language constraints in China's hospitality context, which restricts its generalizability. However, it serves as a better approach to examine the tourists who visit other Western hotels in China and unveils the factors contributing to CO.
Research limitations/implications
The study examines language constraints in Chinese hotels, which restrict its generalizability. It serves as a better approach to examine the tourists who visit other Western hotels in China and unveils the factors contributing to CO.
Originality/value
Few studies validate communication barriers in service encounters in hotel services and apprehend related outcomes. The present study takes a unique initiative in the context of China and examines the role of language constraints in core and facilitating hotel attributes in service encounters at Chinese hotels. This study informs the Chinese hotel industry and international destination firms to understand the language constraints in service encounters to further their strategies to overcome threats and tap potential opportunities.
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Technology addiction is an increasingly severe problem. TikTok has become increasingly popular recently, and its addiction is also a major concern. This study aims to examine the…
Abstract
Purpose
Technology addiction is an increasingly severe problem. TikTok has become increasingly popular recently, and its addiction is also a major concern. This study aims to examine the antecedents and outcomes of TikTok addiction.
Design/methodology/approach
The authors collect 579 data from Chinese users using an online survey. The authors use structural equation modeling with partial least squares (PLS-SEM) to analyze data and test hypotheses.
Findings
The results illustrate that perceived enjoyment, social relationship, utilitarian need and social influence positively affect TikTok addiction. Both social anxiety and loneliness have positive effects on TikTok addiction. Moreover, parasocial relationships positively moderate the association between the antecedents of self-determination theory (SDT) (perceived enjoyment, social relationship, utilitarian needs, social influence, social anxiety and loneliness) and TikTok addiction. Meanwhile, TikTok addiction intensifies conflicts, including technology-family conflict, technology-person conflict and technology-work conflict. These conflicts reduce life satisfaction.
Practical implications
It offers practical implications for preventing and avoiding TikTok addiction to create a healthy environment.
Originality/value
This study is one of the few to provide a complete process of TikTok addiction. It systematically investigates the antecedents and outcomes of TikTok addiction.
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Naeem Akhtar, Umar Iqbal Siddiqi, Wasim Ahmad, Muhammad Usman, Xianglan Chen and Tahir Islam
The present study unveils the service encounter barriers – interactional and instructional – faced by foreign consumers at food and beverage restaurants in China. It builds a…
Abstract
Purpose
The present study unveils the service encounter barriers – interactional and instructional – faced by foreign consumers at food and beverage restaurants in China. It builds a conceptual framework and examines (1) how service encounter barriers create situational abnormality, (2) how situational abnormality engenders foreign consumers' felt discomfort that influences their revisit intentions and (3) how expectations disconfirmation moderates situational abnormality.
Design/methodology/approach
Convenience sampling using the survey method was employed to collect data from 517 foreign consumers – who stay in Beijing (China) – at food and beverage restaurants. The study used IBM SPSS 25.0 and Amos Graphics 24.0 to analyze the data and interpret results.
Findings
Findings reveal that interactional and instructional barriers positively create situational abnormality, which ultimately leads to foreign consumers' felt discomfort and their negative revisit intentions. Expectations disconfirmation significantly aggravates situational abnormality as a moderator.
Research limitations/implications
This study investigates foreign consumers' behavior at food and beverage restaurants in China and cautions its generalizability. It suggests corroborating the foreign consumers' behavioral intentions in the context of other countries to generalize the findings and unleash other factors additive to comprehend their behavior in the wake of restaurant industry.
Originality/value
The extant literature has not examined the service encounter barriers faced by foreign consumers at food and beverage restaurants in China. The present study, responding to the previous calls, incorporated the service encounter barriers and their downstream effects on foreign consumers' behavioral responses. By doing so, it adds value to the domestic food and beverage restaurants and service firms in China, in particular, and paves the way to understand the interactional and instructional barriers in the global context, in general, by engaging the foreign consumers.
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Naeem Akhtar, Umar Iqbal Siddiqi, Tahir Islam and Justin Paul
The study aims to investigate how hotel booking attributes (i.e. perceived privacy, perceived certification and perceived assurance) engender consumers’ untrust and consequent…
Abstract
Purpose
The study aims to investigate how hotel booking attributes (i.e. perceived privacy, perceived certification and perceived assurance) engender consumers’ untrust and consequent behavioral intentions (i.e. altruistic behavior and trusting intentions). It also unveils the role of hotel attributes performance as a moderator between hotel booking attributes and consumers’ untrust.
Design/methodology/approach
Data were collected through an online platform by engaging 454 Chinese respondents. SPSS 25.0 and AMOS 24.0 (structural equation modeling) were used for data analysis and interpretation.
Findings
Results demonstrate that hotel booking attributes positively substantiate consumers’ untrust which, in turn, develops altruistic behavior and negative trusting intentions. Moreover, hotel attribute experience significantly moderates the relationships between perceived privacy, perceived certification and consumers’ untrust. Notably, hotel attribute performance insignificantly influences the association between perceived assurance and untrust.
Research limitations/implications
This study used the Chinese context and examined Chinese domestic travelers and the nonbranded hotel industry. Notwithstanding its limitations, the findings help hospitality and tourism firms, en bloc, to manage their review websites by explicitly disclosing policies regarding customers’ privacy and assurance, winning their trust through third-party certification and employing data scientists to develop algorithms to sieve fake information proactively.
Originality/value
This study develops an original conceptual framework by using the untrust model in this research. Our findings add to the research on consumer behavior, information processing, service management and trust and suggest practical implications for hospitality firms.
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