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1 – 10 of 416Nabil Hasan Saleh Al-Kumaim, Marya Samer, Siti Hasnah Hassan, Muhammad Salman Shabbir, Fathey Mohammed and Samer Al-Shami
The purpose of this study is to understand the situation of hotels and tourism industry in Malaysia during and in post Covid-19 and to mitigate indirect damage caused by COVID-19…
Abstract
Purpose
The purpose of this study is to understand the situation of hotels and tourism industry in Malaysia during and in post Covid-19 and to mitigate indirect damage caused by COVID-19 to the hotel business and tourism industry by examining the factors that have an influence on hotel’s customer satisfaction rating and revisit intention through an integration of service quality (SERVQUAL) framework and expectation-confirmation theory (ECT).
Design/methodology/approach
The SERVQUAL and ECT were considered the underpinning theoretical models but are integrated and extended by including a few additional variables. Data were collected from 458 respondents of travelers and hotel customers in Malaysia and analysed by applying partial least squares structural equation model technique.
Findings
The empirical results established that significant positive relationships exist between the three newly emerged independent variables (IVs), namely, hygienic practice, greenness of service and digitalization and hotel customer satisfaction towards hotel revisit intention, and only two variables from SERVQUAL, namely, reliability and assurance, have a significant relationship with hotel customer satisfaction towards hotel revisit intention. The results reveal that customer satisfaction has significant direct effect between above-mentioned IVs and customers revisit intention.
Research limitations/implications
The use of purposeful sampling method in only one country might limit the generalizability of the results. Future research should be planned to duplicate the current study using a sizable sample of participants from multiple countries and include other related factors related to the pandemic phenomena such as safety, hotel location and health value offered.
Practical implications
Theoretical findings imply that service quality is a dynamic theory that should be examined continuously to achieve sustainable and resilient performance in today’s competitive business environment, as some modifications inevitably occur over time and new factors could be emerged. Regarding practical implications, study findings proved the great significance of assurance, reliability, digitalization, greenness and hygienic practices on customer satisfaction towards intention to revisit to hotel. Therefore, it is critical for hotel management to retain hotel business industry in a way that fits and matches customer’s health protection, meets customer’s newly prompted expectations and needs and ensures resilience during unsettled times.
Originality/value
This study is unique as the newly emerged variables are included in the research framework, and thus it helps to close the literature gap by introducing an integrated SERVQUAL and ECT theoretical model, which rarely performs in this context and can be replicated or extended with validated scales. This study contributes to enhancing hotel and tourism sustainable service quality performance to achieve myriad economic and health values.
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Shampy Kamboj, Manita Matharu and Yupal Shukla
The purpose of this study is to examine the influence of perceived risk (perceived susceptibility and perceived severity), self-efficacy and individual differences (personal…
Abstract
Purpose
The purpose of this study is to examine the influence of perceived risk (perceived susceptibility and perceived severity), self-efficacy and individual differences (personal innovativeness and mobile payment knowledge) on consumers’ intention to use contactless mobile payment services (MPS). Additionally, it also empirically tested the moderating effect of hygiene consciousness in the proposed conceptual model.
Design/methodology/approach
The present research developed a conceptual model based on the health belief model (HBM) and diffusion of innovation theory (DOI) to empirically assess whether and how perceived risk, self-efficacy and individual differences influence consumer intention to use contactless MPS. The data was collected using the survey method from 251 smartphone users and analyzed with structural equation modeling. The moderating role of hygiene consciousness was studied in the relationship that self-efficacy and personal innovativeness shares with consumers’ intention toward contactless MPS.
Findings
The results of this study disclose that among all precursors of consumers’ intention toward contactless MPS, only perceived severity, self-efficacy, personal innovativeness and mobile payment knowledge positively affect consumers’ intention to use contactless MPS. However, the effect of perceived susceptibility on consumers’ intention toward contactless MPS was found to be non-significant. The results further depict that hygiene consciousness acts as a moderator in driving consumers’ intention toward contactless mobile payment services.
Research limitations/implications
The HBM model and DOI, which incorporate perceived risk, self-efficacy, individual differences and hygiene consciousness, give light on the factors influencing consumer intention to use contactless MPS in a pandemic situation such as COVID-19. The study will provide useful insights to marketers on how to frame their strategies in the aftermath of pandemics, as the contactless mobile payment method may be perceived as a defensive behavior during and after pandemics.
Practical implications
The study will provide useful insights to marketers on how to frame their strategies in the aftermath of pandemics, as the contactless mobile payment method may be perceived as a defensive behavior during and after pandemics.
Originality/value
By uniting perceived risk, self-efficacy and individual differences with consumers’ intention toward contactless MPS in a conceptual model, along with examining the moderating role of hygiene consciousness, this work responds to the calls for upcoming research concerning mobile payment systems as means of future payment. Thus, it offers an understanding of particular consumer motivations that may guide consumers’ intention toward contactless MPS through the theoretical lens of HBM and DOI.
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M. Omar Parvez, Kayode Kolawole Eluwole and Taiwo Temitope Lasisi
This study aims to investigate tourists’ intentions to use hotel service robots with a focus on safety and hygiene. It examines the impact of perceived safety, health awareness…
Abstract
Purpose
This study aims to investigate tourists’ intentions to use hotel service robots with a focus on safety and hygiene. It examines the impact of perceived safety, health awareness and service assurance on consumer engagement and robot usage.
Design/methodology/approach
Survey data from 275 participants with experience in robotic service were analyzed using structural equation modeling (SEM). The study used purposive sampling and collected data via the Prolific platform, using SEM and SmartPLS Ver. 3.0 for analysis.
Findings
Results indicate customers prioritize safety and hygiene, valuing effective service responses and cleanliness. Perceived robotic safety and service assurance positively influence personal engagement, with a preference for service robots among female guests.
Research limitations/implications
While emphasizing the importance of safety and service assurance in hotel robotics, the study acknowledges limitations in personalization and conclusive use of service robots.
Originality/value
This research contributes to understanding the role of perceived safety in service robot usage, highlighting the significance of user trust and comfort in human–robot interactions. It also explores the novel connection between service assurance and service robots, offering insights into robotic performance reliability in user-centric contexts.
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Jitesh J. Thakkar, Rishabh Rathore and Chandrima Chatterjee
Despite the fact that hygiene and sanitation are becoming more critical for improving the present situation in developing nations, the factors that affect them are not well…
Abstract
Purpose
Despite the fact that hygiene and sanitation are becoming more critical for improving the present situation in developing nations, the factors that affect them are not well covered in the present research. This paper investigates the quality of the hygiene and sanitization factors and identifies the interrelations between the identified factors.
Design/methodology/approach
A graph theory-based approach is proposed to assess the factors influencing the practice, and a critical service index (CSI) is used to quantify the same.
Findings
Two Indian villages are used to illustrate the implementation of the suggested approach. This represents the validation of the suggested method, as well as assisting in the development of essential suggestions for increasing the quality of hygiene and sanitization in the Indian context. In spite of the increasing importance of hygiene and sanitation for improving the current situation in developing countries, the factors that influence them are not well-researched.
Research limitations/implications
This study contributes in two ways. First, it provides an organized methodology for quantifying hygiene and sanitation factors and a critical service index that incorporates the findings. The suggested approach may also be used to evaluate and classify other sectors. Second, it shows how the methodology was used to create key recommendations for two Indian villages, which may be considered the first effort in India’s hygiene and sanitation initiatives.
Originality/value
This research discussed improvements in sanitation and hygiene habits among Indian households, which have not been achieved as expected under the Swachh Bharat Mission.
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Syed Shah Alam, Mohammad Masukujjaman, Zafir Khan Mohamed Makhbul, Mohd Helmi Ali, Ismail Ahmad and Nor Asiah Omar
Applying three psychological theories, this study aims to attempt to investigate the role of consumer psychology, specifically the factors of trust in vaccination, threat…
Abstract
Purpose
Applying three psychological theories, this study aims to attempt to investigate the role of consumer psychology, specifically the factors of trust in vaccination, threat severity, fear, anxiety, risk and hygiene, and safety, on intention to resume hotel consumption. The authors also tested the mediation effect of anxiety among psychological constructs: perceived threat, fear and risk with the intention to resume hotel consumption.
Design/methodology/approach
Using purposive sampling, data were collected from 470 respondents from four cities in Malaysia and analysed by applying analysis of moment structures (AMOS) structural equation model technique. The respondents for this study were frequent travellers meaning the leisure tourists who at least travel twice a year or travel when getting the occasion to explore new things. In this study, an online survey was employed to ensure easy accessibility and to enhance the number of replies.
Findings
The results of this study confirmed that perceived severity, risk and fear influence travellers' anxiety. This study further confirms that trust in vaccination and hygiene & safety provided by the hotelier reduces anxiety levels. Anxiety is found one of the most important predictors of intention to resume hotel consumption, which further mediates the relationship between other psychological variables: perceived severity, risk, fear and intention to resume hotel consumption. Anxiety mediates the relationship between perceived severity, fear and intention to resume hotel consumption and partially mediates the association between risk and intention to resume hotel consumption.
Originality/value
This study examined three psychological theories and extended them by including the trust in vaccination and the hygiene and safety constructs. Anxiety was investigated as a mediator.
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Haoqiang Sun, Haozhe Xu, Jing Wu, Shaolong Sun and Shouyang Wang
The purpose of this paper is to study the importance of image data in hotel selection-recommendation using different types of cognitive features and to explore whether there are…
Abstract
Purpose
The purpose of this paper is to study the importance of image data in hotel selection-recommendation using different types of cognitive features and to explore whether there are reinforcing effects among these cognitive features.
Design/methodology/approach
This study represents user-generated images “cognitive” in a knowledge graph through multidimensional (shallow, middle and deep) analysis. This approach highlights the clustering of hotel destination imagery.
Findings
This study develops a novel hotel selection-recommendation model based on image sentiment and attribute representation within the construction of a knowledge graph. Furthermore, the experimental results show an enhanced effect between different types of cognitive features and hotel selection-recommendation.
Practical implications
This study enhances hotel recommendation accuracy and user satisfaction by incorporating cognitive and emotional image attributes into knowledge graphs using advanced machine learning and computer vision techniques.
Social implications
This study advances the understanding of user-generated images’ impact on hotel selection, helping users make better decisions and enabling marketers to understand users’ preferences and trends.
Originality/value
This research is one of the first to propose a new method for exploring the cognitive dimensions of hotel image data. Furthermore, multi-dimensional cognitive features can effectively enhance the selection-recommendation process, and the authors have proposed a novel hotel selection-recommendation model.
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Asadirew Zerihun Gebremichael, Abraham Zelalem Teshome, Messay Gebremariam Kotecho and Margaret E. Adamek
Older people in Ethiopia are a vulnerable group due to the lack of governmental and societal support. The absence of national social protection and the decline in family support…
Abstract
Purpose
Older people in Ethiopia are a vulnerable group due to the lack of governmental and societal support. The absence of national social protection and the decline in family support contributes to older adults’ vulnerability, furthering a climate of ageism. This study aims to explore the role of the Ethiopian Elders and Pensioner's National Association (EEPNA) in reframing the image of older adults and advocating for their rights.
Design/methodology/approach
Data were collected using multiple approaches: interviews with older adult members of EEPNA (n = 8), a focus group of older members (n = 7) and key informant interviews (n = 3). Narrative data was analyzed using thematic content analysis.
Findings
Findings revealed that EEPNA plays a pivotal role in promoting access to services and advocating for older adults’ rights, offering capacity-building programs, supporting vulnerable older adults to gain access to secure incomes and strengthening the network of older peoples’ associations. Older participants noted that the government had not ratified the National Convention for Older People, creating a considerable challenge to the association’s efforts.
Practical implications
Stakeholders can advocate with and on behalf of older adults to enhance the societal view of older adults in Ethiopia and to promote policies to increase their access to needed resources.
Originality/value
Using a strengths-based approach, this study presents the perspectives of older adult advocates who are fighting to create awareness of the needs of vulnerable older people in Ethiopia and to advance their rights.
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Md Maruf Hossan Chowdhury, Eijaz Khan, A.K.M. Shakil Mahmud, Md Nuruzzaman, Fazlul K. Rabbanee and Mohammed A. Quaddus
Configuring strategies to ensure a health service provider’s resilience when extreme disruptions occur is not simple. Optimal configuration in such circumstances is rare…
Abstract
Purpose
Configuring strategies to ensure a health service provider’s resilience when extreme disruptions occur is not simple. Optimal configuration in such circumstances is rare. Therefore, this research has relied on the dynamic capability view (DCV) to develop a decision-support framework for configuring resilience strategies that will mitigate the worst challenges and improve the performance of health service providers during “extreme” disruptive events.
Design/methodology/approach
The research adopted a multi-study, multi-method approach comprising interviews, quality function deployment (QFD), and fuzzy set qualitative comparative analysis (fsQCA).
Findings
The findings reveal that, during a crisis, standalone resilience strategies are not enough. To guarantee performance, healthcare services require a combination of resilience strategies and a negation of challenges.
Originality/value
This research extends our current knowledge of healthcare operational management by offering optimal configurations of resilience strategies to manage performance during extreme disruptions. Thus, it offers strategic insights into how health-service managers can be more resilient during a crisis.
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Maraj Rahman Sofi, Irfan Bashir, Ahmed Alshiha, Emad Alnasser and Sultan Alkhozaim
The study seeks to explore the intricate dynamics among customer relationship management (CRM) practices, guest satisfaction and loyalty in the hospitality context. Additionally…
Abstract
Purpose
The study seeks to explore the intricate dynamics among customer relationship management (CRM) practices, guest satisfaction and loyalty in the hospitality context. Additionally, it aims to examine the moderating influence of guest engagement on the relationships between CRM practices and guest satisfaction and loyalty.
Design/methodology/approach
An integrated theoretical framework is developed by incorporating CRM practices and guest engagement into the satisfaction-loyalty framework. Two research instruments were adapted from the literature to assess the perspectives of customers and employees in the hotel industry in Kashmir. The customer survey measured guest satisfaction, loyalty, and engagement, while the employee survey focused on CRM practices, including key customer focus and CRM organization. Data was collected using a pen-and-paper survey with convenience sampling across 10 qualifying hotels, each classified as 3-star or above. A total of 270 matched responses from guests and employees were obtained and analyzed using descriptive analysis, structural equation modeling (SEM), and moderation analysis with SPSS and AMOS software. The study utilized a rigorous data matching process to ensure reliability, with guest-employee pairs verified and cross-checked with hotel records.
Findings
The results indicate CRM practices play a pivotal role in shaping guest satisfaction and loyalty. Notably, personalization and a targeted customer approach emerged as the most influential factors in enhancing tourist satisfaction. Similarly, prospecting, personalization, and effective knowledge management significantly contributed to visitor loyalty. The establishment of robust relationships is underscored through collaborative active guest engagement. Furthermore, the study highlights the nuanced relationship between satisfaction and loyalty moderated by guest engagement. High levels of guest engagement amplify the positive impact of satisfaction on loyalty, while lower engagement levels attenuate this effect. Moreover, the moderating influence of guest engagement on the relationships between CRM practices and guest satisfaction and CRM practices and guest loyalty was notably strong at elevated guest engagement levels and relatively weaker at lower engagement levels.
Research limitations/implications
While the study findings encourage organizations to prioritize customer relationship development, hospitality entities must emphasize the adoption of CRM philosophy and robust guest engagement measures. Actively involving guests in co-creating services can yield incremental benefits in terms of attracting, retaining, and effectively serving guests.
Originality/value
This study introduces novel dimensions to the existing CRM framework within the hospitality context, specifically exploring the impact of hotel-specific elements (personalization and prospecting) on customer satisfaction and loyalty. Furthermore, it innovatively investigates the moderating role of guest engagement in the satisfaction-loyalty relationship, expanding its scope to include the relationships between CRM practices and guest satisfaction and guest loyalty.
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Ana Julia Grilló-Méndez, Mercedes Marzo-Navarro and Marta Pedraja-Iglesias
To identify the risks associated by consumers with renting clothes.
Abstract
Purpose
To identify the risks associated by consumers with renting clothes.
Design/methodology/approach
A descriptive research with a quantitative approach was carried out. First, the measurement models of the variables involved in the proposed model were validated. After verifying the existence of the variables, the resulting model was finally estimated through structural equation modelling.
Findings
The results obtained establish the six dimensions that make up the problems associated by consumers with the clothing rental business model. These problems encompass various types of risks: financial, physical, performance, psychosocial, inconsistency with values and lifestyle, as well as lack of trust in the service provider. The results obtained show that only inconsistency, financial risk and physical risk have a significant effect on attitude. These performance risks, together with the consumer's attitude towards renting, have a negative effect on the intention to rent.
Originality/value
Factors that have a negative effect on attitude have been studied less than the facilitators of attitude. This is the first study in Spain.
Practical implications
The results will help managers to understand the adoption behaviours of these models.
Social implications
This study helps understand the social innovation needed to change consumers' relationship to clothing.
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