Search results

This research explores differences in consumer behavior across generational cohorts, particularly focusing on customer loyalty. With Millennials becoming the largest generational cohort, it is crucial to understand loyalty variations, given that many loyalty programs were established during the Baby Boomer era. This study investigates two vital aspects for hotel companies aiming to enhance guest loyalty: antecedents to loyalty and loyalty program design.

In part 1, a loyalty model was tested using corporate social responsibility (CSR), personalization, brand identity, and trust as antecedents for customer loyalty in full-service hotels. The study developed models for the overall sample and each generational cohort. Part 2 explored generational preferences regarding commonly offered hotel loyalty program benefits.

The study revealed no significant differences across generational cohorts in the loyalty model. Antecedents had similar effects on loyalty creation across all three cohorts. In part 2, the four most desired benefits for all generations were upgrades, customized service, late check-out, and empathetic employees.

This research supports Millennials' loyalty to hotels and highlights the importance of benefits that offer immediate advantages during a stay, such as upgrades, late check-out, empathetic employees, and personalization. These findings emphasize the need for loyalty program designs that provide faster rewards and personalization options.

This study pioneers the examination of hotel customer loyalty models across three generations and evaluates loyalty benefits across these cohorts. The results hold significance for researchers and practitioners in the field.

A small group of pioneering founders led the creation and early evolution of the service research field. Decades later, this article shares timeless service wisdom from ten of those pioneering founders.

Bowen and Fisk specified three criteria by which to identify a pioneering founder. In total, 11 founders met the criteria (Bateson, Berry, Bitner, Brown, Chase, Edvardsson, Grönroos, Gummesson, Parasuraman, Schneider and Zeithaml) and were invited to join Bowen and Fisk – founders that also met the criteria as coauthors. Ten founders then answered a set of questions regarding their careers as service scholars and the state of the field.

Insightful reflections were provided by each of the ten pioneering founders. In addition, based on their synthesis of the reflections, Bowen and Fisk developed nine wisdom themes for service researchers to consider and to possibly act upon.

The service research field is in its fifth decade. This article offers a unique way to learn directly from the pioneering founders about the still-relevant history of the field, the founders' lives and contributions as service scholars and the founders' hopes and concerns for the service research field.

Human resource (HR) process research emerged as a response to questions about how (bundles of) HR practices related to organizational outcomes. The goal of HR process research is to explain variability in employee and organization outcomes by focusing on how HR practices are intended (adopted) by senior managers, the way that these HR practices are implemented and communicated by line managers, and how employees perceive, understand, and attribute these HR practices. In the first part of this chapter, we present a review of 20 years of HR process research from the start, to how it developed, and is now maturing. Within the body of HR process research, several different research theoretical streams have emerged, which are largely studied in isolation without benefiting from each other. Therefore, in the second part of this chapter, we draw on previous work to propose a staged process model in which we integrate the different research streams of HR process research, recognizing contingencies in the model. This leads us to an agenda for future research and practical implications in the final part of the chapter.

In the first two decades of the twenty-first century, low-cost carriers grew rapidly in many low- and middle-income economies. In this chapter, we examine the geography and network structure of low-cost carriers in such economies across Asia in 2018. We use these analyses to explore the relationship between budget airlines and economic development. Levels of disposable income and infrastructure adequacy help to account for the significance of low-cost airlines in some middle-income economies. And in turn, these airlines by fostering higher levels of accessibility and personal mobility may help catalyze faster development. However, the environmental externalities associated with aviation, especially atmospheric emissions, raise concerns about the sustainability of this mode. We assess these concerns and focus in particular on the development of low-cost carriers fleets in Asia. We ask whether the acquisition of more fuel-efficient aircraft will ameliorate aviation's environmental impact.

Work-life flexibility policies (e.g., flextime, telework, part-time, right-to-disconnect, and leaves) are increasingly important to employers as productivity and well-being strategies. However, policies have not lived up to their potential. In this chapter, the authors argue for increased research attention to implementation and work-life intersectionality considerations influencing effectiveness. Drawing on a typology that conceptualizes flexibility policies as offering employees control across five dimensions of the work role boundary (temporal, spatial, size, permeability, and continuity), the authors develop a model identifying the multilevel moderators and mechanisms of boundary control shaping relationships between using flexibility and work and home performance. Next, the authors review this model with an intersectional lens. The authors direct scholars’ attention to growing workforce diversity and increased variation in flexibility policy experiences, particularly for individuals with higher work-life intersectionality, which is defined as having multiple intersecting identities (e.g., gender, caregiving, and race), that are stigmatized, and link to having less access to and/or benefits from societal resources to support managing the work-life interface in a social context. Such an intersectional focus would address the important need to shift work-life and flexibility research from variable to person-centered approaches. The authors identify six research considerations on work-life intersectionality in order to illuminate how traditionally assumed work-life relationships need to be revisited to address growing variation in: access, needs, and preferences for work-life flexibility; work and nonwork experiences; and benefits from using flexibility policies. The authors hope that this chapter will spur a conversation on how the work-life interface and flexibility policy processes and outcomes may increasingly differ for individuals with higher work-life intersectionality compared to those with lower work-life intersectionality in the context of organizational and social systems that may perpetuate growing work-life and job inequality.

Business-to-government corruption has destroyed many businesses and debilitated numerous countries. The paradox of plenty, or the curse of resources, is exacerbated in emerging oil and gas economies, where corruption is rampant. Corruption most frequently occurs within the tendering stage of construction projects and the current debate fails to arrest this ubiquitous boundless construct in small island developing states (SIDSs). The purpose of this study is to explain how the unique features of SIDS contributes to an understanding of B2G corruption during construction tendering.

This study elucidates corruption in the tendering process through the lens of collective action and principal–agent theories. Interviews with three experts and a questionnaire survey with 115 practitioners evaluated corruption in Trinidad’s construction industry. Principal component analysis reduced 33 corruption variables to 5 primary causes. In addition, the relative importance of potential solutions for curtailing corruption was assessed.

The derived factors highlight that governance within SID oil and gas economies, inadequate tender procedures and practices, reprehensible business growth strategies, unethical misconduct and the social networking context characterise public infrastructure tendering. The recommendations for minimising corruption in tendering are grounded in behaviour and deterrence theories and infused with technological advances.

Using surveys and interviews circumvents the limitation of the inability to measure corruption because of the confines of respondents’ recall triggers. However, corruption is mediated by cultural norms, which limits the generalisation of the findings.

The study concludes that corruption results from a lack of transparency in the construction supply chain. It leads to an awareness gap between project stakeholders, which is a major risk factor and source of mistrust. The result is a lack of traceable processes and coordination among stakeholders. Consequently, the study fills the gap in responsible socio-economic consumption in SIDSs.

Successful smart cities' implementation will require organisational leadership decision-making competences. The foundation of smart cities is digital technologies; many of these technologies are emerging technologies that require IT skills, which are scarce and will exacerbate the battle for talent between organisations. Filling the talent gap will necessitate global hiring, which has implications for organisational culture, cultural diversity and organisational leadership. Organisational cultural mix is an important contributor to leadership decision-making. However, decision-making is underpinned by trust. Blockchain is an emerging technology that has the potential to engender organisational trust in decision-making and, by extension, in the leadership with the ‘right’ organisational culture. Smart cities will be required to leverage emerging technologies to give business performance a competitive advantage and use emerging technologies’ applications to build a sustainable competitive advantage.

The purpose of this paper is to provide an overview of what (service) experience is and examine it using three distinct perspectives: customer experience (CX), employee experience (EX) and human experience (HX).

The present conceptualization blends the marketing and organizational behavior/human resources management (OB/HRM) disciplines to clarify and reflect over the meaning of (service) experience. The marketing discipline illuminates the concept of CX, whereas the OB/HRM discipline illuminates the concept of EX. The concept of HX, which transcends CX and EX, is examined in light of its recent development in service research. For each of the three concepts, key themes are identified, and future research directions are proposed.

Because the goal that individuals seek to achieve depends on the role they are enacting, each of the three perspectives on experience (CX, EX and HX) should have a different focal point. CX requires to focus on the process of solving customer goals. EX necessitates to think in terms of organizational context and job content that support employees. Finally, the focus of HX should be on well-being via enhanced gratification, and reduced violation, of basic human needs.

This paper offers an interdisciplinary perspective on (service) experience and simultaneously addresses CX, EX and HX in order to reconcile the different perspectives on experience in service research.

Four novel trends: water scarcity, income inequality, labor shortage and gentrification, are receiving ever greater attention because of the devastating effects they having on the well-being of humanity. The purpose of this paper is to briefly describe each trend, discuss its effect on tourism and offer support from research as to how tourism can mitigate the effects of these trends.

The article draws on a literature review to identify comparatively new events, patterns and trends that are likely to impede the development of tourism in the coming years.

This study documents the negative implications these trends could have for the future of tourism if they are not well managed. Guidance on how destination managers and travel industry managers can mitigate each of these trends is provided.

Given the damage to humanity these trends have created and the potential future damage they will create, there is a call to researchers to both develop and document ways to mitigate the negative effects of these trends.

Suggested actions on how managers can reduce or eliminate the negative impacts of these trends are provided.

This is one of the first studies to link these novel trends to the implications they have for tourism.

There has been a reduction of arts funding the United States educational system, even though research has identified the need for socioemotional learning policy/guidelines/requirements in the US Ed. and more school teachers and counselors. In Texas, geopolitical issues and natural disasters impact learners in the state and corporal punishment is still allowed in some districts, such as Pampa Independent School District (ISD). A study of six art teachers across a large urban school district was conducted to better understand this conundrum vis-a-vis semi-structured interviews with art teachers working in public Middle and High Schools. This chapter investigates the impact of art practices and art teachers on socioemotional self-regulation of students, as we consider the impact on teacher retention using the Heuristic model of child self-regulation and reactivity and school outcomes (Liew, Erbeli, Nyanamba, & Li, 2020). Finally, the ironic finding that teaching art classes is financially emotionally draining for teachers to the point of decreasing retention, yet some are still impassioned to teach art classes, is juxtaposed with attachment theory. Recommendations for art education policy and pedagogy are made using the lens of socioemotional learning, art therapy, empathy, and emotional self-regulation.