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Article
Publication date: 10 December 2020

Shavneet Sharma, Gurmeet Singh, Stephen Pratt and Jashwini Narayan

This study aims to adopt the unified theory of acceptance and use of technology (UTAUT) model to assess travel purchase intentions in Fiji and Solomon Islands. The UTAUT…

Abstract

Purpose

This study aims to adopt the unified theory of acceptance and use of technology (UTAUT) model to assess travel purchase intentions in Fiji and Solomon Islands. The UTAUT model is extended with the inclusion of trust and attitude. This allows for new relationships to be tested. Both countries are classified as Small Island Developing States (SIDS). These two countries are chosen because they are both exemplars for developing countries in the Pacific, which are often overlooked in the literature. In doing so, the study increases the generalizability of the research instrument and the UTAUT model.

Design/methodology/approach

This study adopts a quantitative approach and collects data from Fiji and Solomon Islands residents. The survey instrument comprises two broad sections. The first section contains a standard set of demographic questions, including age, gender, income, and education level. The second section contains the variable items for this study. The snowballing sampling technique was used to collect 620 responses using an online survey. Links to the questionnaire were circulated through the use of social media Facebook. The survey was designed and hosted using an online survey tool (SurveyMonkey).

Findings

The findings of this study show that both perceived trust and attitude have been found significant in both countries. On the other hand, performance expectancy (PE) and effort expectancy (EE) have not been found significant for Fiji and Solomon Islands respectively. This study also finds that PE affects attitude for both countries, however, EE is only significant in the Solomon Islands.

Research limitations/implications

Similar to other studies, this study is also bound by limitations that provide fertile ground for future research. The data in this study was based on convenience sampling. Thus, generalizations of the results need to be done with caution. Future research may be conducted that matches the sample to the population proportions. The definition of online travel purchases is another limitation of this study. A broad definition of an online purchase is considered in this study, which involves hotel reservations, holiday packages, cruises, and airline tickets. Thus, future research can be carried considering distinct purchasing motivations of categories of travel products rather than travel being considered as one category.

Practical implications

The results of this study provide valuable implications for both businesses to formulate and execute strategies to increase customers’ adoption of online travel purchases. The findings show how the differences in characteristics at the country level give rise to differences in customer perceptions and their intention to engage in online travel purchases. In doing so, businesses will be able to exploit the full commercial potential of their travel websites and reduce the administrative and personnel costs associated with traditional purchasing processes.

Originality/value

Insights from this study would be effective in understanding the unique characteristics of countries and their influence on customer behavior. This would enable more effective strategy development to improve customers' adoption of online travel purchases. The study also contributes theoretically by highlighting the importance of contextual factors in influencing the view of theories. It is one of the first studies to investigate the customer's adoption of technology in SIDS. In doing so, this study increases the generalizability of the research instrument and the UTAUT model by testing it in a developing country context where empirical evidence is lacking.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 15 no. 2
Type: Research Article
ISSN: 1750-6182

Keywords

Article
Publication date: 4 August 2022

Anam Afaq, Loveleen Gaur and Gurmeet Singh

Research on food tourism has a significant impact on destination attractiveness. However, components interfacing food experiences and memory are under-researched topics in…

Abstract

Purpose

Research on food tourism has a significant impact on destination attractiveness. However, components interfacing food experiences and memory are under-researched topics in food tourism literature. Therefore, this study aims to present a framework based on the components of rememberable food experiences while travelling through the lens of the diffusion of sensory stimulation.

Design/methodology/approach

This study adopted a qualitative application of “Memory-Work”, a social constructionist archetype suggested for food tourism-related research. A survey was conducted, and the respondents were asked an open-ended question.

Findings

The analysis found the components instigating these food experiences: Peculiar food and drink experience, setting/geographical location, companions and social interactions, celebrating occasions and touristic components (e.g. serendipitous travel experience and food nostalgic memory). Predominantly, rememberable food tourism experiences are more explicit than memorable tourism experiences.

Research limitations/implications

The components mentioned in this framework illustrate that various food-related experiences should be involved in destination marketing. Service providers could use these components to create unique destination stories.

Originality/value

This study is the first to present a newly developed framework for food tourism service providers that incorporates sensory impressions with food memories to explore the connection between food memories associated with a destination.

Details

British Food Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 14 July 2022

Gurmeet Singh and Shavneet Sharma

Obesity is today’s most neglected, yet blatantly visible, public health problem. This study aims to examine the role of social media and goal-directed behavior in…

Abstract

Purpose

Obesity is today’s most neglected, yet blatantly visible, public health problem. This study aims to examine the role of social media and goal-directed behavior in motivating healthy lifestyle intentions for customers experiencing obesity. It investigates the distinct roles of self-conscious emotions (shame and pride) and weight-transformational posts shared by others on social media as moderators of these relationships.

Design/methodology/approach

The conceptual model uses the goal-directed behavior theory and social comparison theory, tested using data collected from 804 obese customers in Fiji through an experimental design.

Findings

Weight-loss transformation posts by others on social media, elicit distinct emotions for obese customers. Obese customers who felt guilt and shame due to shared weight-loss transformation posts showed a stronger association between goal disclosure and healthy lifestyle intention. In addition, the association between goal disclosure and healthy lifestyle intention is conditionally mediated by goal commitment, specifically for those obese customers that elicited guilt over shame due to shared weight-loss transformation posts by others on social media.

Research limitations/implications

Despite the adoption of an experimental design using a fictional stimulus being a commonly used method in marketing studies, external validity issues are likely. Also, this study examines obese customer behavior relating to Facebook. In addition, data collection for this study has been done from a single country perspective. Therefore, caution needs to be exercised when generalizing the findings of this study.

Practical implications

The findings assist businesses and marketers in the health and fitness industry to better leverage social media and goal-directed behavior and understand the emotions of obese customers to undertake data-driven precision marketing strategies.

Originality/value

The findings provide novel insights into goal disclosure and commitment, electronic word-of-mouth on social media platforms, self-conscious emotions and healthy lifestyle intentions for customers experiencing obesity.

Details

European Journal of Marketing, vol. 56 no. 11
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 14 May 2018

Buriata Eti-Tofinga, Gurmeet Singh and Heather Douglas

The purpose of this paper is to examine the relationships and influences of change enablers for social enterprises in organizations undergoing cultural change.

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Abstract

Purpose

The purpose of this paper is to examine the relationships and influences of change enablers for social enterprises in organizations undergoing cultural change.

Design/methodology/approach

Data were collected through a survey of social enterprises in two Pacific Island nations, and analyzed with Pearson and regression analyses.

Findings

The study finds that social enterprises are better equipped to implement cultural change when they exploit a robust entrepreneurial capability while optimizing strategic, financial and adaptive capabilities. These capabilities should be aligned with the enterprise’s culture and processes associated with transitioning the organizational culture to access resources and achieve its mission. Based on these results, a Cultural Change Enabling (CCE) Framework is proposed to help social enterprises leverage the dynamic interactions between the enterprise, its capabilities and environment, and organizational change processes.

Practical implications

Using the CCE Framework will benefit leaders of public benefit organizations, including social enterprises, to identify their capabilities, and develop an enabling culture to advance their trading activities and social mission so that social enterprises might operate sustainably.

Originality/value

As one of the first studies to examine the readiness for organizational change in social enterprises, this study provides new insights on the capabilities for organizational change, and the dynamics of organizations undergoing cultural transformation.

Details

Journal of Organizational Change Management, vol. 31 no. 3
Type: Research Article
ISSN: 0953-4814

Keywords

Article
Publication date: 11 April 2018

Heather Douglas, Buriata Eti-Tofinga and Gurmeet Singh

This study aims to examine the geographic, historical and institutional influences on social enterprise in a small Pacific island country.

Abstract

Purpose

This study aims to examine the geographic, historical and institutional influences on social enterprise in a small Pacific island country.

Design/methodology/approach

Drawing on theoretical literature and factual materials published by reputable sources and based on local knowledge of the authors, the study considers how Fiji’s location; history; and social, economic, political and cultural institutions affect social enterprise.

Findings

Social enterprise is influenced by Fiji’s remote location and small economy, which reduces access to external information and suggests that the nation is slow to embrace new ideas. Fiji’s demographics, ethnic divisions and cultural arrangements create economic and political tensions that affect how support services and economic policies are delivered. Indians were brought to Fiji under the British colonial administration, and Fijians with Indian heritage now make up almost 40% of the population. Informal separation and growing tensions between these Fijian Indian citizens and indigenous Fijians have contributed to political instability. The resulting outmigration of skilled nonindigenous people has reduced levels of human capital and expertise. This limits Fiji’s capacity to innovate, including developing a robust social enterprise sector. Although social enterprise could be a very effective way to address social and economic problems in Fiji, it seems unlikely that the government will embrace the concept without support and encouragement from external sources, especially international aid and UN agencies.

Research limitations/implications

Generalisability is not assumed with this study, as it examines only one Pacific island country; however, it is likely that the findings will apply in other small Pacific island countries having similar cultural arrangements.

Practical implications

This paper offers information that will assist practitioners, researchers and policymakers in understanding and negotiating complexities of the institutional environment in remote locations, especially in small Pacific island countries.

Originality/value

As one of the first studies of a small Pacific island country, this paper extends scholarship in this region and adds to the current understandings of social enterprise. In particular, the paper adds valuable, new knowledge of the effects of geographic location, political instability and cultural and ethnic divisions. This study is likely to be relevant for other small countries in isolated locations, especially those in the Pacific region with similar cultural environments.

Details

Social Enterprise Journal, vol. 14 no. 2
Type: Research Article
ISSN: 1750-8614

Keywords

Article
Publication date: 30 September 2022

Anam Afaq, Loveleen Gaur and Gurmeet Singh

Social customer relationship management (SCRM) is an evolving strategy gaining prominence in the hotel industry by cultivating new, improved relationships through engaging…

Abstract

Purpose

Social customer relationship management (SCRM) is an evolving strategy gaining prominence in the hotel industry by cultivating new, improved relationships through engaging customers on social media (SM) platforms. Accordingly, this study aims to assess the effect of SCRM on customer service and customer loyalty (CL) in the hotel industry. This study also explores the moderating effect of COVID-19 (EC) on the relationship between (customer engagement [CE] and improved customer service [ICS]) and (CE and trust [TR]).

Design/methodology/approach

This study develops and tests the SCRM model using structural equation modelling on a sample size of 214 responses. The questionnaire was administered online to the customers of five preselected global hotel chains. The criteria for selecting the participants were that they must have tweeted from their Twitter handle by using # (hashtag) hotel name to resolve any customer service issues.

Findings

Results denote that CE significantly impacts ICS. CE was also found to exert a substantial effect on TR. The moderating EC was also found to be significant, but the effect was weak. Although the customers were extensively impacted by the pandemic and were initially hesitant to visit hotels, SCRM proved to be a powerful tool to gain back customer trust (CT) and develop CL by upsurging the shadows of COVID-19.

Practical implications

This study suggests that viable enforcement of the SCRM system can assist in real-time monitoring and tracking of customers' activities. This can develop a more profound connection with customers through CE which can boost the co-innovation process.

Originality/value

This study denotes a pioneer attempt to investigate the relationships between SCRM, CE, CT, ICS, CL and COVID-19 in the same framework in a SM context.

Details

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

Keywords

Article
Publication date: 6 December 2021

Jyoti Rana, Loveleen Gaur, Gurmeet Singh, Usama Awan and Muhammad Imran Rasheed

This study defines a three-angled research plan to intensify the knowledge and development undergoing in the retail sector. It proposes a theoretical framework of the…

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Abstract

Purpose

This study defines a three-angled research plan to intensify the knowledge and development undergoing in the retail sector. It proposes a theoretical framework of the customer journey to explain the customers' intent to adopt artificial intelligence (AI) and machine learning (ML) as a protective measure for interaction between the customer and the brand.

Design/methodology/approach

This study presents a research agenda from three-dimensional online search, ML and AI algorithms. This paper enhances the readers' understanding by reviewing the literature present in utilizing AI in the customer journey and presenting a theoretical framework.

Findings

Using AI tools like Chatbots, Recommenders, Virtual Assistance and Interactive Voice Recognition (IVR) helps create improved brand awareness, better customer relationships marketing and personalized product modification.

Originality/value

This study intends to identify a research plan based on investigating customer journey trends in today's changing times with AI incorporation. The research provides a novel model framework of the customer journey by directing customers into different stages and providing different touchpoints in each stage, all supported with AI and ML.

Details

International Journal of Emerging Markets, vol. 17 no. 7
Type: Research Article
ISSN: 1746-8809

Keywords

Article
Publication date: 23 June 2021

Gurmeet Singh, Asheefa Shaheen Aiyub, Tuma Greig, Samantha Naidu, Aarti Sewak and Shavneet Sharma

This paper aims to identify factors that influence customers' panic buying behavior during the COVID-19 pandemic.

2008

Abstract

Purpose

This paper aims to identify factors that influence customers' panic buying behavior during the COVID-19 pandemic.

Design/methodology/approach

A self-administered questionnaire was distributed to 357 participants in Fiji, and structural equation modeling to analyze the collected data.

Findings

Results indicate that expected personal outcomes is positively associated with customers' attitudes while expected community-related outcomes negatively impact customers' attitudes. Factors such as attitude, subjective norms, scarcity, time pressure and perceived competition were found to positively influence customers' panic buying intention. Furthermore, scarcity and time pressure were confirmed to positively influence perceived competitiveness while perceived social detection risk negatively influences customer's panic buying intention.

Practical implications

The findings highlight the need for better measures to ensure that every customer has access to goods and services and is not deprived of such necessities in times of a crisis. These results will assist store managers and policymakers in introducing better management, social policies and resource utilization mechanisms to mitigate panic buying during the pandemic.

Originality/value

This study's findings contribute to the literature on customer's panic buying behavior during a global pandemic. Research in this area remain scarce, inconsistent and inconclusive. Novel insights are generated as this study is the first to combine the theory of planned behavior, privacy calculus theory and protection motivation theory. Applying these theories allows new relationships to be tested to better understand customer behavior during a global pandemic. With most studies on customer behavior during crises and disasters in developed countries, this study generates new insights by exploring customer behavior in a developing country.

Details

International Journal of Emerging Markets, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1746-8809

Keywords

Article
Publication date: 25 October 2019

Gurmeet Singh, Satish Kumar, Satbir Singh Sehgal and Shashi Bhushan Prasad

This paper aims to depict the erosion performance of two HVOF-coated micron layers (Colmonoy-88 and Stellite-6) on pump impeller steel (SS-410) by using Taguchi's method…

Abstract

Purpose

This paper aims to depict the erosion performance of two HVOF-coated micron layers (Colmonoy-88 and Stellite-6) on pump impeller steel (SS-410) by using Taguchi's method. Taguchi's array (L16) was used to optimize the erosion wear (in terms of weight loss) by using four influencing parameters such as rotational speed, solid concentration, average particle size and time which were varied at four different levels.

Design/methodology/approach

The experiments were carried out by using a Ducom slurry tester with rotational speed in the range of 750-1,500 rpm, solid concentration of 35-65 per cent by weight, time period of 75-210 min and average particle sizes in the range of < 53 to 250 µm. Bottom Ash with a nominal size range of < 53 to 250 µm was used as erodent. The process parameters were optimized by using Taguchi's method. The ANOVA method was used to validate the results given by Taguchi's method.

Findings

The results revealed that the presence of both carbides and borides and the additional presence of Cr in Colmonoy-88 coating enhancing the slurry erosion resistance of Colmonoy-88 coating. Moreover, the chromium and tungsten carbide particles help in increasing the bond strength between the coating and the substrate material. Further, it was also found that the time was the most dominant factor as compared to other factors.

Originality/value

The very less work has been reported on optimization of erosion wear response of Colmonoy-88 and Stellite-6 coatings by using different design of experiment techniques. Further, the erosion wear mechanism of both coatings has been studied by using image j analysis software.

Details

Industrial Lubrication and Tribology, vol. 72 no. 3
Type: Research Article
ISSN: 0036-8792

Keywords

Article
Publication date: 13 July 2021

Samantha Naidu, Gurmeet Singh and Jashwini Narayan

This study aims to analyze how various contingencies within the contingency theory influence the entrepreneurial orientation (EO) elements and performance of retail…

Abstract

Purpose

This study aims to analyze how various contingencies within the contingency theory influence the entrepreneurial orientation (EO) elements and performance of retail franchisees in a South Pacific Island nation.

Design/methodology/approach

This study employs a quantitative approach of data collection from 203 managers in a total of 89 retail franchise outlets. Convenience and snowball sampling techniques were used with data analysis through SPSS AMOS and covariance-based structural equation modelling (CB-SEM).

Findings

The results confirmed that technology, innovation and promotion; competitive edge and value co-creation; high return opportunity capitalization; and empowerment and support influenced franchisee performance, while responsive customer focused leadership and competitor knowledge proved to be insignificant. The findings supported EO's influence on both financial and non-financial indicators, with greater influence on financial indicators. The result revealed that EO accounts for partial impact on franchisee performance, while the remaining impact could be attributed to organization and environment contingencies.

Originality/value

The study proposes a novel context of EO in franchising, where we dissect key elements within the EO dimensions. It also adds to the extant literature on how the broader context of environmental and organizational factors termed as “strategic fit” affects entrepreneurial franchisee performance.

Details

International Journal of Emerging Markets, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1746-8809

Keywords

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