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1 – 10 of 785Awes Asghar, Ruba Asif, Naeem Akhtar and Tahir Islam
Hotel servicescapes have been extensively examined in the literature; however, there has been less attention on green servicescapes that attract consumers to visit green hotels…
Abstract
Purpose
Hotel servicescapes have been extensively examined in the literature; however, there has been less attention on green servicescapes that attract consumers to visit green hotels. This model explores the relationship among green servicescapes – green items, green surfaces, natural environment, green consumerism and their outcomes, including intentions to return and green evangelism with a moderating role of green perceived quality.
Design/methodology/approach
The multi-wave method was utilized to gather data from China's major cities, Beijing and Shanghai. A total of 462 responses were received over three waves. Subsequently, the data were analyzed employing structural equation modeling (SEM) in Smart PLS 4.
Findings
The findings indicated that green servicescape – green items, green surfaces and natural environment – have a positive impact on green consumerism. The authors have discovered that green consumerism leads to positive intentions among consumers to return and engage in green evangelism. Green perceived quality significantly moderated the relationship between green servicescape and green consumerism.
Research limitations/implications
The study offers insightful contributions to academia and managerial fields, encompassing consumer psychology, consumer behaviour, the stimulus-organism-response (SOR) framework and servicescapes. Additionally, it assists hotel managers in addressing challenges stemming from the competitive environment and creating a more environmentally friendly atmosphere.
Originality/value
The research focused on the innovative reflective model of green consumerism model and adopted a pioneering approach to examine green servicescapes within the hotel industry. This study enhances understanding of consumer intentions to return and the influence of green consumerism on green evangelism, while also quantifying the significance of green perceived quality.
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This study aims to examine the impact of green atmospheric and communicative servicescape dimensions on customers’ emotional and behavioral outcomes and explores the moderating…
Abstract
Purpose
This study aims to examine the impact of green atmospheric and communicative servicescape dimensions on customers’ emotional and behavioral outcomes and explores the moderating effect of customer familiarity.
Design/methodology/approach
Data were collected from coffee shop customers in the USA. Structural equation modeling and a multigroup analysis were used for analysis.
Findings
The findings indicated that the atmospheric dimensions of green coffee shops have a greater impact than communicative dimensions on customers’ green place attachment and loyalty. However, the effects of green servicescape depend on customer familiarity. The impact of the communicative servicescape on customers’ attachment and loyalty is significantly greater in a high-familiarity group than in a low-familiarity group.
Practical implications
The findings provide coffee shop managers with insights into effective design of a green service environment. Although managers focus on both dimensions, they may use customer familiarity as a segmenting or targeting tool in designing the green service environment and developing a sustained relationship with customers with different levels of familiarity.
Originality/value
This study extends the existing servicescape models by incorporating green place attachment as a construct to comprehend customers’ inner evaluations. It also contributes to the literature on attachment by demonstrating the clear linkage between both green servicescape dimensions and place attachment. This study highlights customer familiarity construct that should be a critical issue in advancing the understanding of customer behavior in the green servicescape context.
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The paper aims to introduce a reliable and valid green Leadership in Energy and Environmental Design (LEED) servicescape measure (i.e. one that utilises extraordinary leadership…
Abstract
Purpose
The paper aims to introduce a reliable and valid green Leadership in Energy and Environmental Design (LEED) servicescape measure (i.e. one that utilises extraordinary leadership in energy and environmental design supporting green building design, construction, and operations) that examines the direct effects of the physical environment on consumers' evaluation of a service encounter. In addition, the mediating effects of service quality perception, customer satisfaction, and consumers' attitude toward a service provider are considered.
Design/methodology/approach
The study is based on a sample of 522 Brazilian respondents' evaluation of their experience with the green LEED servicescape. A comprehensive research model and its moderating effects are investigated using LISREL model. The LISREL model consists of two parts: the measurement model and the structural equation model. The measurement model specifies how latent variables or hypothetical constructs depend upon or are indicated by observed variables. It describes the measurement properties (reliabilities and validities) of the observed variables. The structural equation model specifies the causal relationships among the latent variables, describes the causal effects, and assigns the explained and unexplained variance. The LISREL method estimates the unknown coefficients of a set of linear structural equations. It is particularly designed to accommodate models that include latent variables, measurement errors, namely reciprocal causation, simultaneity, and interdependence in both dependent and independent variables.
Findings
Overall, the study provided significant support (p≤0.05) for seven of eight hypotheses with the eighth marginally supported by the data. Specifically, the results suggest that consumers' perceptions of the green servicescape have a direct effect on their service quality perceptions and on their overall satisfaction with the environment. Findings also suggest that a consumer's perception of service quality has a direct effect on their level of satisfaction with the service environment, and satisfaction along with service quality has a direct effect on a consumer's attitude‐towards‐a green service provider. The consumers' attitude‐towards‐a green service provider influences their purchase intentions.
Originality/value
A reliable and valid green LEED servicescape measurement scale is introduced to the literature.
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Keyoor Purani and Deepak S. Kumar
The purpose of this study is to explore the relationship between the biophilic stimuli present in the servicescape and restorative effects on psychological states among consumers…
Abstract
Purpose
The purpose of this study is to explore the relationship between the biophilic stimuli present in the servicescape and restorative effects on psychological states among consumers. The research also examines moderating role of service contexts in this relationship.
Design/methodology/approach
This empirical study applied a laboratory-like experimental design with one-shot treatment. About 566 usable responses were collected using six photographic images – three were biophilic environments and three were non-biophilic environments – for four a priori service contexts: hospital lobby, upscale restaurants, spa and bank lobby.
Findings
The tests of hypotheses confirm restorative effects of biophilic servicescapes on consumer’s psychological states, attention and mood, which, in turn, positively influence service preference. Further, the restorative effects of natural elements are found to vary across hedonic – utilitarian and experience – credence type service contexts.
Originality/value
Because of higher levels of natural stressors, consumers today likely have attention fatigue and depleted mood states, which, in turn, may have adverse effects on their service consumption behaviour. In this context, building upon theories from environmental psychology, findings of this study contribute by establishing restorative potential of biophilic servicescape. The study also establishes that natural elements in biophilic servicescapes influence service preference, which is mediated by consumers’ psychological states – attention and mood. Further, it demonstrates that consumers are more responsive with regards to such restorative effects of biophilic elements in contexts where they seek emotional, experiential value compared to rational, functional value.
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Developing new green services is critical to a hospitality organization’s achievement of sustainable goals as well as competitive advantage. This study aims to unravel the…
Abstract
Purpose
Developing new green services is critical to a hospitality organization’s achievement of sustainable goals as well as competitive advantage. This study aims to unravel the mechanisms through which organizations with green entrepreneurial orientation (green EO) can foster green service innovation.
Design/methodology/approach
The data set for testing these mechanisms was garnered from employees and managers who worked in hotels based in an Asia-Pacific market. A multilevel analysis was conducted on this data set.
Findings
The results revealed the positive nexus between organizational green EO and green service innovation perceptions. The results of the study further lent credence to employee green creativity as a mediation path for such a relationship. Furthermore, customer involvement was found to fortify the linkage of green EO with employee green creativity and the linkage of employee green creativity with green service innovation perceptions.
Practical implications
The results suggest to hotel organizations how to optimally translate their green entrepreneurial strategy into new green services that meet customer preferences and societal expectations.
Originality/value
This inquiry extends the hospitality management literature by linking green EO to green service innovation of hospitality organizations as well as identifying the mediation and moderation mechanisms underlying this link.
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The environmental sensitivity of consumers has played an important role in shaping the tourism industry. Although the green trend is an ongoing concern within the tourism…
Abstract
Purpose
The environmental sensitivity of consumers has played an important role in shaping the tourism industry. Although the green trend is an ongoing concern within the tourism industry, empirical research examining the link between green motivation and tourist satisfaction has been lacking in the tourism literature. The study bridges this research gap by examining the relationship between green pull motives and overall tourist satisfaction using empirical data from 28 Member States of the European Union and Turkey, North Macedonia, Iceland, Montenegro and Moldova. Moreover, the framework incorporates both macro- and micro-level analyses, thus offering an unbiased approach compared to analyses based on a single-level perspective. The purpose of this paper is also to compare the relationship between green pull motives and tourist satisfaction across different generational cohorts, thus offering new insights into tourist satisfaction across life-courses.
Design/methodology/approach
Through an examination of 7,450 tourists from 28 Member States of the European Union and Turkey, North Macedonia, Iceland, Montenegro and Moldova derived from the Flash Eurobarometer survey called “Preferences of Europeans towards tourism,” the authors used a Tobit model to test the proposed framework.
Findings
The obtained findings demonstrate that the green pull motives at the macro level are negatively associated with overall tourist satisfaction. In contrast, the green pull motives at the micro level are positively related to overall tourist satisfaction. In addition, the results show that the relationship between green pull motives and overall tourist satisfaction diverges between different generational cohorts.
Practical implications
These results have wide implications for tourism marketers across different European countries, suggesting that adequately managing attributes associated with green motives at both the macro and micro levels, as well as across life-course, considerably contributes to overall tourist satisfaction.
Originality/value
The novel findings increase understanding of the impact of green trends within the tourism sector by providing unbiased analysis of the relationship between green pull motives and overall tourist satisfaction that involves both a multilevel approach and generational cohort comparisons across life-course.
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The length of stay (LoS) is of major importance from the perspective of the management of tourist destinations. As tourists heavily rely on the online reviews of other travelers…
Abstract
Purpose
The length of stay (LoS) is of major importance from the perspective of the management of tourist destinations. As tourists heavily rely on the online reviews of other travelers as a primary information source, this study aims to empirically examine how the LoS can influence the online reviews for hotels, with special emphasis on the textual review content.
Design/methodology/approach
This study analyzes online review data collected from Booking.com by using the Linguistic Inquiry and Word Count program to operationalize review depth, analytical thinking and the authenticity reflected in customer reviews. Based on the analyzed data, this study used a series of regression analyses to understand the impacts of the LoS on online reviews.
Findings
The author’s analysis found that a longer stay at a hotel causes consumers to be more likely to post online reviews that not only include a numerical rating as well as written content but also lengthier and more detailed descriptions of their hotel experiences. Further analysis found that the LoS at hotels causes systematic differences in the linguistic attributes of the review content. Specifically, consumers who stay longer tend to write reviews with more analytical information, resulting in consumers perceiving the online reviews as more authentic.
Research limitations/implications
Although the LoS has been considered a significant issue in tourism, studies examining the impact of different lengths of stay on consumers’ post-purchase behaviors are limited. In this light, the author’s findings demonstrate how the LoS can change the linguistic attributes of online reviews. It expands the body of knowledge of the LoS in tourism.
Originality/value
This study represents the first attempt to empirically examine and reveal how the different length of stay at a hotel systemically influences consumer review-posting behaviors.
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Studies that investigate the length of stay as a predictor of consumer post-purchase behavior are rare despite its importance in efficient hotel management. By analyzing online…
Abstract
Purpose
Studies that investigate the length of stay as a predictor of consumer post-purchase behavior are rare despite its importance in efficient hotel management. By analyzing online customer reviews, this study aims to fill this gap in the extant literature on the relationship between length of stay and customer satisfaction level.
Design/methodology/approach
The authors collected and used online review data on hotels in London for this study. A series of linear regression analyses were conducted to examine the effect of length of stay on customer satisfaction as measured by review ratings. The authors used the Mahalanobis matching approach to confirm the empirical findings.
Findings
This analysis shows that length of stay is negatively associated with customer satisfaction. Additionally, the authors find that this negative relationship is stronger in high-end hotels than in low-end hotels.
Research limitations/implications
The research findings contribute to the literature by shedding light on a new stream of research, namely, length of stay. Additionally, the research findings offer novel insights that could help hotel managers understand the trade-off between longer stays and customer satisfaction.
Originality/value
To the best of the authors’ knowledge, this is one of the first few studies to show the systematic impact of length of stay on the valence of online review ratings, as well as the moderating effect of hotel levels by analyzing customer online reviews on hotel experiences.
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Jookyung Kwon, Amjad Shamim and Jiseon Ahn
Despite the fact that fit positively influences customers’ attitudes toward companies, previous research reveals differing roles of fit in the domain of corporate social…
Abstract
Purpose
Despite the fact that fit positively influences customers’ attitudes toward companies, previous research reveals differing roles of fit in the domain of corporate social responsibility (CSR) based on criteria and degree. Because the impact of fit between customers and service companies in the domain of CSR remains unclear in the hospitality context, this study aims to examine the effects of different CSR types on customer–CSR fit, attitude and behavioral intentions in hospitality settings.
Design/methodology/approach
A total of 219 usable hotel customer responses were collected and analyzed using SmartPLS software.
Findings
Results show that companies’ demonstration of CSR toward social/nonsocial stakeholders is most effective for increasing perceived fit by customers, followed by CSR toward employees and toward customers. Also, this study identifies perceived fit as an indicator of customers’ positive attitudes and revisit intentions. This study enhances our understanding of relationships among three dimensions of CSR activities and customers’ responses.
Originality/value
This study provides guidelines with which hospitality companies can create sustainable growth by engaging the welfare of communities, employees and customers.
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Jillian C. Sweeney, Pennie Frow, Adrian Payne and Janet R. McColl-Kennedy
The purpose of this study is to examine how servicescapes impact well-being and satisfaction of both hospital customers (patients) and health care professional service providers.
Abstract
Purpose
The purpose of this study is to examine how servicescapes impact well-being and satisfaction of both hospital customers (patients) and health care professional service providers.
Design/methodology/approach
The study investigates how a hospital servicescape impacts two critical outcomes – well-being and satisfaction – of both hospital patients (customers) and health care professionals, who are immersed in that environment.
Findings
The hospital servicescape had a greater impact on physical, psychological and existential well-being for professionals than for patients. However, the reverse was true for satisfaction. The new servicescape enhanced the satisfaction and physical and psychological well-being of professionals but only the satisfaction of customers.
Research limitations/implications
The study implications for health care policy suggest that investment in health care-built environments should balance the needs of health care professionals with those of customers to benefit their collective well-being and satisfaction.
Practical implications
Based on the findings, the authors propose that servicescape investments should focus on satisfying the physical needs of patients while also placing emphasis on the psychological needs of professionals.
Social implications
Health care spending on physical facilities should incorporate careful cost-benefit analysis, ensuring that beneficial features for both user groups are included in new hospital designs, omitting features that are less supportive of well-being.
Originality/value
To the best of the authors’ knowledge, this study is the first to compare the impact of the same real-life servicescape on the satisfaction of both customers and service providers (professionals) and considers the critical health outcome of well-being.
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