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The purpose of this study is to explore how emotions felt by the public during a crisis influenced consumer loyalty intention and negative word-of-mouth (WOM). Considering the context-specific nature of emotions, the existing crisis emotions were further validated in a product consumption situation. Drawing on the theories of attribution and social sharing, a conceptual model, positing that crisis-specific emotions [attribution-independent, external-attribution-dependent (EAD) and internal-attribution-dependent (IAD) emotions] influenced negative WOM through behavioural intention, was constructed and empirically tested.

Data was collected from 240 Vietnamese consumers by using a scenario-based survey related to a fictional milk crisis.

The study findings showed that all but one crisis emotion had negative effects on both WOM and loyalty intention. Of these emotions, EAD and IAD were the strongest predictors of negative WOM and behavioural intention, respectively. It was also found that all crisis emotions significantly affected negative WOM through behavioural intention.

Although some efforts have been made to identify crisis emotions, the validity of the existing scales have not been affirmed in other crises related to product consumption situations. The results of the present study, thus, made contributions by enhancing an understanding of crisis emotions and their impacts on consumer loyalty intention and WOM communications.

The purpose of this study is to explore the impact of Wi-Fi service on the millennial generation’s loyalty to restaurants. Additionally, this study examines the impact of Wi-Fi service on three different types of restaurants (coffee shops, fast-food restaurants and casual dining restaurants). Furthermore, this study examines the similarities and differences that exist cross-culturally between Americans and Koreans.

A total number of 480 questionnaires were collected to empirically test the study model. A factor analysis that used a principal components analysis with varimax rotation was performed to condense the loyalty items into a few underlying constructs, and the Cronbach’s alpha was checked to test for reliability. A multiple regression analysis and t-test were performed to test the study hypotheses.

The results show that Wi-Fi service has a significant impact on millennials’ loyalty behavior on all three types of restaurants in this study. However, the differences between Americans and Koreans on how they perceive the Wi-Fi services turned out to be significant only for coffee shops.

The authors used a non-probability convenience sampling method for data collection. The findings cannot be generalized to other types of restaurants, such as fine dining and luxury restaurants. Although the results indicate a positive relation between Wi-Fi usage and a customer’s loyalty, loyalty is a multifaceted concept where a variety of factors, such as frequency or convenience can have an impact.

The findings should encourage marketers in the restaurant industry to use Wi-Fi as a value-added service for their customers.

There are limited studies on how significant Wi-Fi service is for the hospitality industry, and in particular, for restaurants. This study builds on the scholarship of Cobanoglu et al. (2012) on the value of the customer loyalty by providing new insights into customers’ views on Wi-Fi service in the restaurant industry.

论Wi-Fi服务对millennials饭店顾客的影响

摘要

研究目的 –本论文旨在探索Wi-Fi服务如何影响Millennial顾客的饭店忠诚度。此外, 本论文还研究了三种不同类型饭店的Wi-Fi服务（咖啡店、快餐店、以及休闲美食饭店Casual Dining）。本论文还比较美国人和韩国人在饮食跨文化上面的相似与差异。

研究样本为480份实际消费问卷。本论文采用因子分析法中的主成分分析和最大方差旋转方式来缩减忠诚度量表题项。本论文采用Cronbach’s alpha来检测量表可靠性, 采用多元回归分析和t-test来验证研究假设。

研究结果表明Wi-Fi服务对Millennial顾客忠诚行为在三种类型饭店中都具有显著影响。然而, 美国顾客和韩国顾客对Wi-Fi服务的差异只有在咖啡店方面有显著不同。

酒店行业中关于Wi-Fi服务影响的文章少之又少。本论文建立在Cobanoglu et al. （2012）研究基础上, 进一步对顾客忠诚度价值进行分析, 为饭店业Wi-Fi服务的顾客见解方面研究做出突出贡献。

跨文化 顾客忠诚度 饭店业 Millennials Wi-Fi

The purpose of this paper is to investigate the predictors of game addiction based on loneliness, motivation and inter-personal competence using the samples of college students recruited from South Korea (n=251).

The authors examined the underlying mechanism of game addiction by testing a moderated mediation model, in which inter-personal competence moderated the mediation model of loneliness, regulatory focus and online game addiction. First, the authors clarified the relationship among loneliness, motivation and inter-personal competence, to understand the influences of loneliness on other variables in this study (mediation test). Second, the authors examined the underlying mechanism of game addiction by testing a moderated mediation model, in which inter-personal competence moderated the mediation model of loneliness, regulatory focus and online game addiction (moderated mediation).

Regulatory focus mediated the effect of loneliness on online game addiction. Moderated mediation analyses using PROCESS confirmed that inter-personal competence significantly buffered the indirect effect of loneliness (through regulatory focus) on online game addiction. The findings indicated that inter-personal competence accounted for significant differences in the mediation models.

This study bridges the gap in the online game addiction literature by explaining how loneliness is associated with online game addiction.

Service employees’ cultural values play an integral part in the service encounter. The purpose of this study is to investigate whether frontline employees’ (FLEs) individual cultural values moderate the relationship between service models and work behaviours and whether these behaviours influence their psychological well-being.

Data were collected online from 341 US and Indian respondents who spent at least 40 per cent of their work time interacting with customers. Cultural values were measured as individual-level constructs. Partial least squares structural equation modelling was used to test hypotheses.

Individualism/collectivism significantly moderates the relationship between service models and work-related outcome, in particular organisational citizenship behaviour (OCB), while uncertainty avoidance does not. Collectivism strengthens the positive linkage between the win-win service model and OCB but weakens the association of OCB with the efficiency model. FLEs with the win-win model display more surface acting when they have low uncertainty avoidance and high power distance. Employee psychological well-being is then influenced negatively by surface acting, but positively by OCB.

A more varied sample covering additional countries and a wider range of industries could provide additional insights.

The results of this study are particularly beneficial for service firms that require to satisfy customers by managing culturally diverse FLEs.

Extending the limited research on service models, this study examines the interplay of culture and service models and its impact on FLE work behaviours and the resultant well-being. The findings thus provide greater insights in how service employees’ cultural orientations influence their work behaviours and psychological well-being.

With an increasing air cargo demand in the global air cargo transport industry, not only domestic airlines but also foreign carriers are actively investing in the air cargo service sector and trying to provide a differentiated service in order to gain a competitive advantage. There are a variety of service quality models available but most research to date has not found an optimal model for the air cargo service sector.

Using questionnaire data collected from air freight forwarders in Korea with respect to the air cargo service provided by Korean Air, Asiana Airlines, and foreign carriers(JAL or China Eastern), this paper compares four models in measuring the service quality in the air cargo sector and identifies the best model. We then analyze the weakness of each airline’s service operation and make suggestions for improvement.

For demonstration analysis, the survey of domestic air cargo forwarders revealed that Reliability>Responsiveness> Supply ability>Security in important order in air cargo service quality dimension. In the context of this paper, we considered four models-unweighted SERVQUAL, unweighted SERVPERF, weighted SERVQUAL, and weighted SERVPERF–for our investigation into which is the most suitable model in the air cargo service sector with testing of goodness of fit by three criteria. Our results indicate that the most suitable model for the air cargo service sector is the weighted SERVPERF model.

The online brand advocacy behaviors of omnichannel shoppers, who mainly rely on integrated brick-and-mortar stores (recognized as a vital channel for delivering a seamless shopping experience and meeting the dynamic needs of the shoppers), are still understudied. This study aims to investigate how integrated store service quality (ISSQ) may elicit both positive and negative emotions that contribute to a memorable omnichannel shopping experience and have an impact on shoppers' attachment to the store, leading to their exhibition of online brand advocacy behaviors (brand defense, brand positivity, brand knowledge sharing and virtual positive expression).

The study is a cross-sectional, descriptive and quantitative investigation. The research participants were chosen using a purposive sampling technique. Using a validated self-administered questionnaire, data were gathered from 886 Indian omnichannel shoppers who often purchase at the integrated brick-and-mortar store. The proposed conceptual model was tested using Smart PLS software for partial least squares-structural equation modeling.

The results indicate that positive and negative emotions mediate the relationship between ISSQ and memorable omnichannel shopping experiences, subsequently impacting omnichannel shoppers' attachment to the store and leading to online brand advocacy behaviors. The relationship strength perceived by shoppers significantly positively moderated the relationship between store attachment and different online brand advocacy behaviors (brand defense, brand positivity, brand knowledge sharing and virtual positive expression).

The study relied upon single cross-sectional data from the Indian population, where omnichannel retailing is still nascent.

This study addresses the need to investigate the different emotions that arise while evaluating service quality in omnichannel retail purchase journeys leading to memorable shopping experiences. Emphasizing post-purchase behaviors like different online brand advocacy behaviors (brand defense, brand positivity, brand knowledge sharing and virtual positive expression), this study is the first to show that ISSQ might affect four different OBAs through memorable omnichannel shopping experience and the shopper's sense of attachment to the store. The moderating effect of relationship strength perceived by shoppers with the retailer on a few proposed hypotheses was also tested to give managerial recommendations.

Workplace stress is on the rise and progressive organizations devise their own mechanisms to mitigate it and enhance mental wellbeing (MWB). Of late, the workforce is increasingly dependent on social networking sites (SNS) for social exchanges and debate is well documented if SNS could be used to mediate the relationship between stress and MWB. The purpose of this paper is to investigate this relationship.

This study is based on a survey of 269 employees, on the following constructs: stress, online social support (OSS) and MWB. The authors’ proposed framework was investigated using structural equation modeling.

Results indicated that stress has a significant negative effect on MWB and subsequently, OSS partially mediates the relationship between stress and MWB. The results suggest that organizations allow the use of social networking site in a controlled setting so that employees could use this as a mechanism to control stress and enhance MWB.

To the best of the authors’ knowledge, this is the first study on OSS role in mediating the relationship between stress and MWB.

The purpose of this paper is to assess the water quality parameters resulting on: First, the flow direction in biofilters (ascending or descending), second, constructed wetland (CW) with local plant species and third, the combined system for the removal of organic matter and nutrients pollutants from water in arid regions.

An integrated system is presented and tested in situ with a vertical up-flow and down-flow biofilters. Two configurations schemes are followed by a three separated horizontal subsurface CWs: two planted with Phragmites australis, Typha latifolia and the third unplanted. The methodology is based on a statistical analysis of the collected data.

The present experiment demonstrated that the wetlands planted with P. australis and T. latifolia showed the highest removal. Moreover, T. latifolia performed better than P. australis for most of the parameters, notably in the first system, whereas the wetland efficiency indicated that P. australis contributed greatly to the removal of TP in the first system and NO₃-N in the second system. In general, for the highest removal efficiencies of the combined biofilters and wetlands system, the present study demonstrated that the first system performed better than the second for all the parameters.

The originality of the research is that it compares in situ two biofilter systems: vertical up-flow and down-flow biofilters. To avoid the effects of domestic wastewater that is discharged directly without treatment in the Oued Righ channel or in the lake, this integrated system can be one of the alternatives for wastewater treatment, as it reveals the need to protect aquatic ecosystems in arid regions, and can decrease the risks to human health and the environment.

The purpose of this paper is to address the gaps in research on strategic planning for the social impacts of small-scale events in rural areas and small cities. This is achieved by investigating the social utility inferred by small-scale art festivals with a creative tourism element in terms of increasing social capital and positive social change, from an event stakeholder perspective.

The identified gap in knowledge is addressed by using interviews and fieldnotes from participant observation to co-create meaning with the organizers of four small-scale art festivals in small cities and rural areas in Portugal. Theoretical frameworks relating to creative tourism development and social capital creation are used to analyze the social utility of small-scale art festivals.

Creative tourism activities are integrated within small-scale art festivals in small cities and rural areas in various ways, mainly through art-related workshops. Significant empirical data give insight into how small-scale art festivals create social value by increasing the host community’s pride and reinforcing the social fabric of the festival’s local and “portable” community, in part through these creative tourism activities.

One of the limitations of this study is that it focuses on the perspectives and insights of the festival organizers. An analysis of the festival participants’ views, local community stakeholder analysis and community impact analyses would offer further insights into how the creative tourism experiences and other moments of shared meaning generation within small-scale art festivals influence the creation of social utility.

This paper offers insights into how creative tourism activities are being integrated into small-scale art festivals in small cities and rural contexts, and how these activities foster social connections among festival participants and with the local community. This addresses significant gaps in the literature on strategic planning for the social impacts of events, particularly in the context of small-scale events in rural areas/small cities, and the strategic value of including creative tourism activities within small-scale festivals.