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Open Access
Article
Publication date: 29 July 2021

Maria Palazzo, Pantea Foroudi and Maria Antonella Ferri

This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived…

4923

Abstract

Purpose

This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector.

Design/methodology/approach

The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis.

Findings

This paper presents a conceptual framework that enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived service quality. Based on the results from New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention.

Originality/value

The approach used by this study is partially in line with previous theoretical analyses and shows appealing patterns in international service quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived service quality in the hotel industry.

Open Access
Article
Publication date: 11 November 2021

Sonia San-Martín and Nadia Jiménez

The key concern nowadays is smartphone addiction and user profiles. Following the risk and protective factors framework, the authors aim to characterize smartphone users according…

1704

Abstract

Purpose

The key concern nowadays is smartphone addiction and user profiles. Following the risk and protective factors framework, the authors aim to characterize smartphone users according to two levels: (1) individual: referred to the use (i.e. boredom proneness, compulsive app downloading smartphone addiction) and (2) microsystem: referred to family and peers (i.e. family harmony and phubbing). Besides, the authors will derive useful managerial implications and strategies.

Design/methodology/approach

First, an extensive literature revision and in-depth interviews with experts were employed to identify the addiction-related variables at the individual and microsystem level. Second, information was collected from a sample of 275 Spanish smartphone users, and a K-means clustering algorithm was employed to classify smartphone users.

Findings

The proposed traffic lights schema identifies three users’ profiles (red, yellow and green) regarding their smartphone addiction and considering individual and microsystem critical variables.

Originality/value

This study proposes a practical and pioneer traffic lights schema to classify smartphone users and facilitate each cluster's strategies development.

研究目的

一個大家現時頗關注的事項就是智慧型手機癮和用戶檔案。遵循著風險和保護因子框架,我們擬根據兩個層面,去描述智慧型手機使用者的特性:(一) 個人層面: 這是指手機的使用方面 (即是:無聊傾向、強制性應用程式的下載、智慧型手機癮), 以及(二)微系統層面:這是指家庭和同儕 (即是:家庭和諧和低頭族)。此外,我們也會探討從中得到管理方面的啟示和一些有用的策略。

研究設計

我們首先進行廣泛的文獻回顧和深入訪問有關的專家,以確定在個人和微系統層面上與入迷成癮有關的變數。繼而從275名西班牙智慧型手機使用者中收集資料,然後以K均值聚類算法把智慧型手機使用者分類。

研究結果

我們提出的紅綠燈圖表,就用戶的智慧型手機癮,並考慮了個人和微系統的關鍵變數,識別了三個用戶檔案(紅、黃、綠)。

研究的原創性

本研究提出一個實用及有倡導性的紅綠燈圖表,把智慧型手機使用者分類,並促進每個群集戰略的制定。

Details

European Journal of Management and Business Economics, vol. 32 no. 2
Type: Research Article
ISSN: 2444-8451

Keywords

Open Access
Article
Publication date: 21 June 2022

Gavin David Brown, Ann Largey, Caroline McMullan, Gráinne O'Shea and Niamh Reilly

This study explored the experiences of Irish emergency medical services (EMS) first responders during the first nationwide restrictions to curb the spread of COVID-19.

1210

Abstract

Purpose

This study explored the experiences of Irish emergency medical services (EMS) first responders during the first nationwide restrictions to curb the spread of COVID-19.

Design/methodology/approach

A systematic literature review (SLR) of research into healthcare workers' and first responders' experiences during the COVID-19 and 2003 SARS pandemics was performed. The SLR informed the content of an online questionnaire distributed via the Irish Pre-Hospital Emergency Care Council to 2,092 first responders on its live register. Data analysis used both descriptive and content analysis.

Findings

EMS first responders faced many challenges including PPE quality, training on its use, issues with decontamination facilities, and organisational effectiveness. Emotional challenges included the anxiety experienced, the impact on families, and ethical dilemmas confronted related to patient care. Positive findings also emerged, such as first responders' dedication to working through the pandemic, collegiality, and the community goodwill displayed.

Originality/value

While investigations of the impact of the COVID-19 pandemic on healthcare workers have been undertaken globally, studies focussing exclusively on the experiences of EMS first responders have been rare. This study addressed this knowledge gap, providing an insight into the challenges and successes experienced by first responders and identifying opportunities for learning that can be applied to future public health emergencies.

Details

International Journal of Emergency Services, vol. 12 no. 1
Type: Research Article
ISSN: 2047-0894

Keywords

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