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1 – 10 of 625
Article
Publication date: 1 June 2015

Beatriz Moliner Velázquez, María Fuentes Blasco and Irene Gil Saura

The purpose of this paper is to investigate how information and communication technology (ICT) adoption in hotels contributes to satisfaction and loyalty from the consumer…

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Abstract

Purpose

The purpose of this paper is to investigate how information and communication technology (ICT) adoption in hotels contributes to satisfaction and loyalty from the consumer perspective, considering the online dimension of recommendations.

Design/methodology/approach

A quantitative research based on a structured questionnaire and using a personal survey method was developed. Surveys were conducted on 386 guests from Spanish hotels. Causal methodology by testing structural equation model was applied.

Findings

Significant relationships are obtained in the sequence “ICT use perception – satisfaction with ICT – overall satisfaction with the hotel – dimensions of loyalty” and the mediating effect of positive electronic word-of-mouth intention between ICT satisfaction and general intention to recommend the hotel is confirmed.

Research limitations/implications

Future research can replicate these relationships in other tourist services and employ multidimensional scales to measure word-of-mouth behaviour.

Originality/value

The novelty of this work is that it studies the relationships between ICT, satisfaction and loyalty in hotel services, paying particular attention to positive word-of-mouth behaviour, both conventional and online.

Objetivo

El propósito de este trabajo es investigar la contribución que tiene la adopción de las TIC en los hoteles en la satisfacción y la lealtad, desde la perspectiva del consumidor y considerando la dimensión online de las recomendaciones.

Diseño/metodología

Se desarrolló una investigación cuantitativa basada en un cuestionario estructurado y empleando el método de la encuesta personal. Se realizaron 386 encuestas a huéspedes de hoteles españoles. Se aplicó la metodología causal testando un modelo de ecuaciones estructurales.

Hallazgos

Se obtienen relaciones significativas en la secuencia “percepción de los clientes del uso de las TIC – nivel de satisfacción con las TIC – nivel de satisfacción general con el hotel – dimensiones de la lealtad” y se confirma el efecto mediador que tiene la intención del boca-oreja online entre la satisfacción con las TIC y la intención general de recomendar el hotel.

Limitaciones/implicaciones

En futuras investigaciones se pueden replicar estas relaciones en otros servicios turísticos y emplear escalas multidimensionales para medir la conducta de boca-oreja.

Originalidad/valor

La novedad de este trabajo radica en el estudio de las relaciones entre las TIC, satisfacción y lealtad en los servicios hoteleros poniendo especial atención en la conducta de boca-oreja positivo, tanto convencional como online.

Article
Publication date: 10 September 2020

Sidra Shehzadi, Qasim Ali Nisar, Muhammad Sajjad Hussain, Muhammad Farhan Basheer, Waseem Ul Hameed and Naveed Iqbal Chaudhry

This study is undertaken to examine the role of information and communication technology (ICT), e-service quality and e-information quality towards brand image of universities by…

17579

Abstract

Purpose

This study is undertaken to examine the role of information and communication technology (ICT), e-service quality and e-information quality towards brand image of universities by concentrating on students’ e-learning, e-word of mouth and satisfaction.

Design/methodology/approach

The target population was the students of public and private universities in Pakistan. Data collected using an e-questionnaire by 408 students were subjected to PLS-SEM for analysis.

Findings

Findings revealed that ICT, e-service quality and e-information quality are positively contributed toward students' e-learning which ultimately leads to create positive e-word of mouth and students' satisfaction. Meanwhile, results also identified that e-word of mouth and students' satisfaction lead to generate a positive brand image of universities.

Practical implications

This study has unique implications for universities to develop an e-learning platform to facilitate their students in this situation of COVID-19. It provides guidelines for educational institutions to implement the learning management system effectively with a view to facilitate the students with education.

Originality/value

This study has novel contribution in literature in the domain of digital learning. It is unique in a way to integrate the usage of technology with students' e-learning and satisfaction that ultimately create brand image of universities.

Article
Publication date: 2 September 2014

Hsin Chen, Anastasia Papazafeiropoulou, Ta-Kang Chen, Yanqing Duan and Hsiu-Wen Liu

The purpose of this paper is to understand the factors which impact upon the consumers’ willingness to utilise company Facebook pages and e-word-of mouth by proposing and testing…

3588

Abstract

Purpose

The purpose of this paper is to understand the factors which impact upon the consumers’ willingness to utilise company Facebook pages and e-word-of mouth by proposing and testing a conceptual framework which is inspired by theories in marketing and information systems fields. The authors believe that only by applying both theories will provide a more complete understanding of the relationship between brand experience and Facebook. The research model attempts to illustrate the factors according to customers’ intrinsic and extrinsic motivations and their impact on brand experience, brand Facebook page loyalty and e-word-of-mouth (E-WOM).

Design/methodology/approach

The authors adopted an online survey method for data collection. The subjects the authors used were Facebook users. The data were collected in Taiwan over spring 2011. The authors then used the structural equation model to analyse the data collected.

Findings

The findings suggest that users are influenced by the technical characterises of a brand Facebook page, such as ease of use and usefulness, which might be combated by attempting to reduce customer effort when accessing Facebook pages. The authors conclude that customer effort influenced brand experience and consequently loyalty to brand Facebook pages and E-WOM.

Research limitations/implications

The limitations of this study relate to the investigation of consumer perspectives in a specific geographical context and time frame.

Originality/value

The study's contributions are both theoretical and practical, as it offers new insights into brand experience attitudes in an online environment and useful insights to companies willing to market themselves on Facebook.

Details

Journal of Enterprise Information Management, vol. 27 no. 5
Type: Research Article
ISSN: 1741-0398

Keywords

Article
Publication date: 1 January 2006

Magnus Söderlund

The contemporary interest in customer loyalty has resulted in a proliferation of multi‐item scales containing an aggregated mix of items that appears to reflect different aspects…

12879

Abstract

Purpose

The contemporary interest in customer loyalty has resulted in a proliferation of multi‐item scales containing an aggregated mix of items that appears to reflect different aspects of loyalty. The most common application of this aggregation approach is to include two specific loyalty facets, repatronage intentions and word‐of‐mouth intentions, in the same loyalty measure and to proceed as if they reflect the same underlying construct. The purpose of this paper is to examine – and question – this practice in conceptual, methodological, and empirical terms.

Design/methodology/approach

Two empirical studies in service settings were conducted and multi‐item measures were used to collect data on repatronage intentions, word‐of‐mouth intentions, and satisfaction. A structural equation model approach was used to compare an aggregated measurement approach with an approach which models the two loyalty constructs as two separate factors.

Findings

The results indicate that repatronage intentions and word‐of‐mouth intentions can indeed be seen as two discrete constructs.

Practical implications

The results indicate that caution is called for when the investigator is measuring customer loyalty with multi‐item measures. Indeed, the lumping together of such facets as repatronage intentions and word‐of‐mouth intentions is likely to conceal significant aspects of loyalty per se and its relation to other variables in the nomological net.

Originality/value

Only a very limited number of existing studies measure customer loyalty with multi‐item scales and with an explicit assumption that several discrete facets of loyalty exist.

Details

International Journal of Service Industry Management, vol. 17 no. 1
Type: Research Article
ISSN: 0956-4233

Keywords

Article
Publication date: 1 February 2006

Ding Hooi Ting

This paper aims to bring a new insight by examining the satisfaction model in a more complex manner to capture the variations of the satisfaction construct better.

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Abstract

Purpose

This paper aims to bring a new insight by examining the satisfaction model in a more complex manner to capture the variations of the satisfaction construct better.

Design/methodology/approach

The paper presents a subsequent expansion from a previous research. The methodology used is similar, as the researcher believes that it is the best way to measure and to capture the curvilinear relationship of the variables under study. Regression of a higher form has been discussed and established and three variables were tested, i.e. word‐of‐mouth referrals (dependent variable), satisfaction (independent variable), and ownership (moderating variable). In order to test for the moderating effect, the hierarchical moderated regression analysis has been employed.

Findings

This study contributes to the body of knowledge in two ways. First, a literature review and exploratory study suggest that marketers should consider a higher‐order model in the models of satisfaction. Second, further considerations should be made to determine the curvature of the relationship where the researcher suggested that there might be a “U”‐shaped relationship between satisfaction perception and word‐of‐mouth referrals when there is a change in ownership.

Research limitations/implications

Customer satisfaction should be seen as a non‐linear construct. In fact, in most industries there are tendencies to build marketing strategies around their core services. However, this research suggests that customers in Malaysia view beyond satisfaction in choosing their banks. Malaysian bank customers prefer patronizing banks from the same ethnic group as theirs, where banks owned by the same ethnic group as the customers are able to moderate the satisfaction level.

Originality/value

The paper shows and suggests how satisfaction construct should be measured in a non‐linear form with interaction in a different cultural context as in the banking sector in Malaysia.

Details

International Journal of Bank Marketing, vol. 24 no. 2
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 29 June 2017

Mattia Bianchi, Anthony Di Benedetto, Simone Franzò and Federico Frattini

The purpose of this paper is to bring new empirical evidence to the controversial role of early adopters in the diffusion of innovations in industrial markets.

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Abstract

Purpose

The purpose of this paper is to bring new empirical evidence to the controversial role of early adopters in the diffusion of innovations in industrial markets.

Design/methodology/approach

The authors apply an actor market configuration perspective to the analysis of four longitudinal case studies regarding the commercialization of new products in the textile, plastic and energy industries.

Findings

The diffusion of innovation is an interactive and iterative process where the commercializing firm engages in repeated interactions with different categories of companies that are targeted as potential early adopters. This process ends when the commercializing firm identifies a category of early adopters that can stimulate subsequent acceptance in the later market, by playing one of the following two roles, i.e. word-of-mouth trigger and industry benchmark. During this process, through which the role of the early adopters is constructed proactively by the commercializing firm, the product innovation is also subject to changes to provide a better fit with the selected category of early adopters.

Research limitations/implications

The paper calls for a re-conceptualization of the diffusion process, from a passive identification of early adopters to an interactive process that entails a trial-and-error approach in the targeting and involvement of different categories of early adopters, which ends when the innovation reaches the desired levels of diffusion.

Practical implications

The study provides managers with a number of recommendations for selecting the most proper category of early adopters for their innovations, depending on the role they are more likely to play and the influence they will exert on subsequent acceptance in the later market.

Social implications

The study provides managers with a number of recommendations for targeting, through a trial-and-error process, early adopters and working with them to champion the dissemination of new technologies.

Originality/value

This paper significantly adds to existing literature on the diffusion of innovation, which has up to now conceived early adopters as static and given entities, which cannot be proactively selected by the commercializing firm, and innovation as an immutable object.

Details

European Journal of Innovation Management, vol. 20 no. 4
Type: Research Article
ISSN: 1460-1060

Keywords

Content available
Book part
Publication date: 9 February 2023

Kristína Medeková, Kristína Pompurová and Ivana Šimočková

Interest in the Electronic Word-of-Mouth (eWOM) in connection with tourism is constantly growing not only among consumers but also among theoreticians. Therefore, the objective of…

Abstract

Interest in the Electronic Word-of-Mouth (eWOM) in connection with tourism is constantly growing not only among consumers but also among theoreticians. Therefore, the objective of this chapter is to provide an overview of studies that focus on eWOM in the tourism sector using the snowball method. The article is based on a review of the literature of 60 studies that focus not only on consumer behavior in tourism and the impact of eWOM on tourism supply but also on the impact of hotel managers' responses to other consumer behavior and tourism companies. The results of the studies show that eWOM has a significant impact not only on consumer behavior but also on tourism supply. Manager responses can also strongly affect other consumer behavior in decision-making. When eWOM is distributed, consumers are influenced by their emotions, motives, and also by the websites to which they have decided to contribute. The chapter proposes further research areas for different authors.

Details

Online Reputation Management in Destination and Hospitality
Type: Book
ISBN: 978-1-80382-376-8

Keywords

Article
Publication date: 17 May 2011

Scott R. Swanson, Robert Frankel, Mariusz Sagan and Douglas L. Johansen

This research adopts Hofstede's typology of culture as a framework to test for cultural differences regarding consumer verbal behaviors in the context of a service provider…

2339

Abstract

Purpose

This research adopts Hofstede's typology of culture as a framework to test for cultural differences regarding consumer verbal behaviors in the context of a service provider switching incident.

Design/methodology/approach

The study includes respondents from five countries selected to provide global diversity by including cultures from Asia, Europe, South America, and North America. Cooperation from a variety of businesses was utilized in each country investigated to survey employees.

Findings

Findings indicate there are significant relationships between cultural orientation and: the propensity of engaging in discussion of service switching incidents; communication valence; the social network that private word‐of‐mouth is shared with; the likelihood of public complaint behavior.

Research limitations/implications

The sample, while five‐country in design, is somewhat limited by its representation at the extremes (i.e. most developed and least developed) and from urban populations only. Within‐country differences are also not considered. A broad range of service sectors strengthens the results, but does not allow for sector‐specific conclusions. The results of this study can assist global service providers to better understand the role that culture plays in customer verbal behaviors as well as providing direction to formulate strategies and tactics to better manage the complaint process.

Originality/value

As service organizations become more globally diverse, understanding the subtle influences of cultural differences becomes increasingly important for building effective customer relationships. No study to date has examined consumer post‐switching verbal behaviors across a broad range of cultural settings.

Details

Managing Service Quality: An International Journal, vol. 21 no. 3
Type: Research Article
ISSN: 0960-4529

Keywords

Book part
Publication date: 11 June 2021

Yi Bu, Park Thaichon and Joy Parkinson

This chapter is a descriptive study of digital marketing to stimulate electronic word-of-mouth (e-WOM) through the social impact of content creation. This chapter firstly…

Abstract

This chapter is a descriptive study of digital marketing to stimulate electronic word-of-mouth (e-WOM) through the social impact of content creation. This chapter firstly introduces the background, concept, and development of e-WOM. Secondly, discuss the relationship between digital marketing and e-WOM. Finally, make recommendations for the business. In the discussion of the relationship between digital marketing and e-WOM, this chapter expounds the social impact of content-generating, one of the essential means in digital marketing. It discusses the relationship between social impact and e-WOM. This chapter can provide references and the basis for exploring the relationship between digital marketing and e-WOM.

Article
Publication date: 20 September 2019

Muhammad Naeem

Customers are increasingly interested in reading discussions, experiences, recommendations and reviews on social media platforms related to services and products in which they are…

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Abstract

Purpose

Customers are increasingly interested in reading discussions, experiences, recommendations and reviews on social media platforms related to services and products in which they are highly interested. The purpose of this paper is to find the availability of user-generated content (UGC) in the context of Islamic banks and how it can enhance the level of brand engagement and purchase intention of customers.

Design/methodology/approach

The methodology for this research is designed by following the features of qualitative research methods and a social constructivism approach. Furthermore, non-directive and semi-structured in-depth interviews are constructed to accumulate research data from marketing teams and customers of Islamic banks. The respondents have been carefully chosen on the basis of purposive sampling and their level of awareness related to Islamic banks.

Findings

Islamic banks are more frequently using traditional marketing tools that are unable to enhance levels of information among the targeted population and prove an expensive way of marketing. The findings reveal that Islamic banks lag behind in adopting the latest information exchanging technologies compared to conventional banking systems. A lack of skilled people, reputation and trust, lack of e-marketing strategy and lower levels of investment in social media platforms are major barriers to generate UGC, brand engagement and purchase intention among the targeted market of Islamic banks.

Practical implications

The effective and competent use of various social networking platforms can enhance UGC related to Islamic banking products and services. UGC can generate interactive communication, services reviews, feedbacks, intention to purchase, social influence, social trust and positive customer perception among the targeted population of Islamic banks. The study has summarized and offered practical recommendations to show how Islamic banks can address challenges and enjoy a high level of profitability compared to conventional banking systems.

Originality/value

The present study uncovered the steps that must be taken by the top management of Islamic banks to enhance levels of awareness, online product reviews and recommendations, e-word of mouth and purchase intentions of the targeted market. The study enhanced understanding regarding how a higher level of investment in social networking platforms, safe and secure banking systems and skilled IT professionals can address the challenges of Islamic banks. Furthermore, these factors can create positive UGC, social influence, social brand engagement and purchase intention of customers in Islamic banks. These primary factors must be considered by Islamic banks to compete with conventional banking products and services.

Details

Journal of Management Development, vol. 38 no. 8
Type: Research Article
ISSN: 0262-1711

Keywords

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