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1 – 10 of over 4000Roopendra Roopak and Somnath Chakrabarti
This study aims to perform the bibliometric analysis of the customer engagement (CE) literature, highlights the major research themes and classifies the subdomains. The study also…
Abstract
Purpose
This study aims to perform the bibliometric analysis of the customer engagement (CE) literature, highlights the major research themes and classifies the subdomains. The study also identifies antecedents and consequences, as well as dimension evolution, and suggests future research directions.
Design/methodology/approach
This study used a comprehensive bibliometric approach using Scopus data from 2002 to January 2024. Advanced analytical techniques, including bibliometric and cocitation analysis using R and bibexcel, were used. In addition, machine learning (ML)-based Latent Dirichlet Allocation (LDA) was used to extract latent themes.
Findings
This study reveals the domain’s past trend and present research scenario. The thematic analysis of CE is classified into three phases. Document cocitation analysis provided four broad clusters: conceptualization and operationalization, value creation through engagement, building relationships with brands and engagement-social media interface. The antecedents and consequences are categorized and presented along with the evolution of the multidimensional nature of CE.
Originality/value
This study adds to the literature in two key ways. First, the entire scholarly production has been compiled into one frame. Second, multiple methods were used to unravel citation, cocitation and textual data. Furthermore, ML-based LDA was used to extract latent themes from clusters and future research directions were proposed.
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Raksmey Sann, Pei-Chun Lai, Shu-Yi Liaw and Chi-Ting Chen
This study aims to develop an assessment scale for university service quality (university SQ) and examine University Service Quality assessment model (UNIQUAL) of higher education…
Abstract
Purpose
This study aims to develop an assessment scale for university service quality (university SQ) and examine University Service Quality assessment model (UNIQUAL) of higher education during the pandemic.
Design/methodology/approach
Two studies applied a mixed-method design to develop and validate the UNIQUAL scale. In-depth interviews and literature reviews were conducted to refine the initial dimensions and items of UNIQUAL in Study 1. Item analysis, EFA and CFA were then conducted to purify item refinement, scale refinement, purification and validation in Study 2. Finally, a confirmed UNIQUAL model was analyzed via partial least squares structural equation modeling (PLS-SEM) using Smart-PLS 4.0.
Findings
The research confirms the four-factor structure of UNIQUAL, with a total of 16 items, to be a valid and reliable scale for the assessment of the service quality (SQ) of universities. Having adopted the bias-corrected and accelerated (BCa) bootstrap approach to study 5,000 subsamples from 27 countries, the authors found “responsiveness” and “empathy” to be significantly associated and have positive relationships with students' satisfaction with university SQ. Furthermore, university SQ and satisfaction were mediated by “health and safety” concerns.
Practical implications
The newly developed UNIQUAL scale would be of value to educators and authorities of higher education to assess the SQ of their universities to enhance the effectiveness of student learning. The improvement in satisfaction with higher education's SQ ultimately helps in retaining both international and local students amidst concerns about traveling and studying during the pandemic.
Social implications
COVID-19 has affected the private and public sectors worldwide. Millions of students have been affected by schools being shut down and substituted with distance-learning programs. Thus, the assessment of the quality of university services has become an important support mechanism for retaining the sustainability of higher education.
Originality/value
The UNIQUAL scale provides a conceptual model and validates an assessment tool. The research hypotheses confirm the relationship between university SQ and satisfaction from the perspective of international students.
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Millicent Njeri, Malak Khader, Faizan Ali and Nathan Discepoli Line
The purpose of this study is to revisit the measures of internal consistency for multi-item scales in hospitality research and compare the performance of Cronbach’s α, omega total…
Abstract
Purpose
The purpose of this study is to revisit the measures of internal consistency for multi-item scales in hospitality research and compare the performance of Cronbach’s α, omega total (ωTotal), omega hierarchical (ωH), Revelle’s omega total (ωRT), Minimum Rank Factor Analysis (GLBfa) and GLB algebraic (GLBa).
Design/methodology/approach
A Monte Carlo simulation was conducted to compare the performance of the six reliability estimators under different conditions common in hospitality research. Second, this study analyzed a data set to complement the simulation study.
Findings
Overall, ωTotal was the best-performing estimator across all conditions, whereas ωH performed the poorest. α performed well when factor loadings were high with low variability (high/low) and large sample sizes. Similarly, ωRT, GLBfa and GLBa performed consistently well when loadings were high and less variable as well as the sample size and the number of scale items increased. Of the two GLB estimators, GLBa consistently outperformed GLBfa.
Practical implications
This study provides hospitality managers with a better understanding of what reliability is and the various reliability estimators. Using reliable instruments ensures that organizations draw accurate conclusions that help them move closer to realizing their visions.
Originality/value
Though popular in other fields, reliability discussions have not yet received substantial attention in hospitality. This study raises these discussions in the context of hospitality research to promote better practices for assessing the reliability of scales used within the hospitality domain.
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The purpose of this study is to analyse the mediating effect of friends and family as sources of perceived social support in the relationship between loneliness and depressive…
Abstract
Purpose
The purpose of this study is to analyse the mediating effect of friends and family as sources of perceived social support in the relationship between loneliness and depressive symptoms.
Design/methodology/approach
Survey data sample consisted of 733 university students from January to May 2023. Participants completed the UCLA loneliness scales, Multidimensional Scale of Perceived Social Support (MPSS) and Depression, Anxiety and Stress Scale (DASS-21). The SPSS programme with PROCESS macro (Model 6) was used to test the hypothesis regarding the mediation effect.
Findings
The bootstrap analysis found that friends as a source of social support mediated the relationship between loneliness and depressive symptoms. Similarly, loneliness had a significant indirect effect on depressive symptoms through the mediation of family as a source of social support. Moreover, it was found that the relationships of friends and family as sources of social support mediated the association of the aforementioned variables.
Originality/value
This research advances our understanding of social support sources from friends and family amongst university students whilst providing suggestions for interventions tackling loneliness and depressive symptoms in a university setting.
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Kamal Hossain, Mohammad Nurul Alam, Mohd Rizal Muwazir, Ali Alsiehemy and Noor Azlinna Azizan
The aim of this study is to examine the effects of innovativeness (INN), proactiveness, (PRC) and risk-taking (RIT) on the export performance of apparel small and medium-sized…
Abstract
Purpose
The aim of this study is to examine the effects of innovativeness (INN), proactiveness, (PRC) and risk-taking (RIT) on the export performance of apparel small and medium-sized enterprises (SMEs) and the role of differentiation and low-cost leadership (LCL) strategies as mediating effects between entrepreneurial orientation (EO) dimensions and the performance of exporting firms. INN, RIT and PRC are considered EO dimensions.
Design/methodology/approach
A cross-sectional survey was carried out by providing a questionnaire to the owners, directors and senior managers of the apparel SMEs – the primary data of 550 treated by structural equation modeling (SEM) technique for final data analysis.
Findings
The study has revealed the positive dimensional effect of EO on export performance. For the mediation effects of differentiation and LCL, differentiation strategy (DS) positively mediates between INN, PRC and export performance. However, no mediation has been found between RIT and export performance. On the other hand, LCL has found positive effects between INN, RIT and export performance. However, the mediation effect was absent between PRC and export performance.
Research limitations/implications
Limitations/implications- This study has been conducted on only Muslim owners, senior export managers and directors of apparel SMEs in Bangladesh. It has examined the two main competitive strategies as a mediator between EO dimensions and export performance. The findings of this study are based on one country data analysis.
Practical implications
EO, differentiation and low-cost leadership (LCL) strategy are resources and capabilities of an organization to create a competitive advantage to enhance performance. The factors of this research are helpful for SME practitioners.
Originality/value
The direct and indirect effects (differentiation and LCL strategy) of EO dimensions on export performance in an emerging country, i.e. the South-Asia region, is a pioneer study. Therefore, current research has theoretical and managerial implications for the international business and strategic management literature.
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This study determines the effects of high-involvement work practices (HIWPs) and servant leadership (SL) on job crafting (JC). It also investigates the effect of JC on innovative…
Abstract
Purpose
This study determines the effects of high-involvement work practices (HIWPs) and servant leadership (SL) on job crafting (JC). It also investigates the effect of JC on innovative work behavior (IWB). It further examines the mediating role of JC in the relationship between HIWPs and IWB, as well as between SL and IWB based on self-determination theory and conservation of resources theory.
Design/methodology/approach
Data were collected in two waves with a one-week interval (Time 1 and Time 2) from 138 nurses from seven public hospitals in Baghdad through survey design. The data analysis was done through structural equation modeling using smart partial least squares.
Findings
This study reveals that HIWPs and SL have significant effects on JC, while JC has a significant relationship with IWB. It also shows that JC has a significant mediating role in the relationship between HIWPs and IWB. Finally, the relationship between SL and IWB is significantly mediated by JC.
Originality/value
This study contributes to the extant literature by revealing the direct effects of JC on IWB. It further unveils the mediating effect of JC on the nexus between HIWPs and IWB, as well as between SL and IWB. This mediating effect has been overlooked in the empirical literature.
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Rafaela Nascimento Buhler, Fernando De Oliveira Santini, Wagner Junior Ladeira, Tareq Rasul, Marcelo Gattermann Perin and Satish Kumar
This study aims to synthesize and integrate findings from diverse research on the antecedents and moderators of customer loyalty in the banking sector. Through a comprehensive…
Abstract
Purpose
This study aims to synthesize and integrate findings from diverse research on the antecedents and moderators of customer loyalty in the banking sector. Through a comprehensive meta-analysis, the research seeks to understand the primary drivers of bank loyalty and the potential cultural, economic and social indicators that might influence these relationships.
Design/methodology/approach
A rigorous meta-analysis was conducted, analyzing 275 studies with 1,365 effect sizes involving over 134,000 bank customers from more than 50 countries. The research evaluated the effect sizes of the main relationships between loyalty antecedents and consequences and assessed the influence of cultural, economic and social moderators.
Findings
The study identified key antecedents of bank loyalty, with responsiveness, privacy, commitment, trust and empathy being paramount. Cultural dimensions, such as individualism and masculinity, significantly moderate the relationships between trust and loyalty. The human development index (HDI) was also identified as a significant economic moderator, particularly influencing the relationship between satisfaction and bank loyalty.
Originality/value
This research offers a holistic view of bank loyalty, bridging gaps from conflicting findings in prior literature. Examining a vast array of studies across diverse cultural and economic contexts provides empirical generalizations about bank loyalty behavior, offering valuable insights for academia and the banking industry.
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Farshid Danesh and Somayeh Ghavidel
The purpose of this study was a longitudinal study on knowledge organization (KO) realm structure and cluster concepts and emerging KO events based on co-occurrence analysis.
Abstract
Purpose
The purpose of this study was a longitudinal study on knowledge organization (KO) realm structure and cluster concepts and emerging KO events based on co-occurrence analysis.
Design/methodology/approach
This longitudinal study uses the co-occurrence analysis. This research population includes keywords of articles indexed in the Web of Science Core Collection 1975–1999 and 2000–2018. Hierarchical clustering, multidimensional scaling and co-occurrence analysis were used to conduct the present research. SPSS, UCINET, VOSviewer and NetDraw were used to analyze and visualize data.
Findings
The “Information Technology” in 1975–1999 and the “Information Literacy” in 2000–2018, with the highest frequency, were identified as the most widely used keywords of KO in the world. In the first period, the cluster “Knowledge Management” had the highest centrality, the cluster “Strategic Planning” had the highest density in 2000–2018 and the cluster “Information Retrieval” had the highest centrality and density. The two-dimensional map of KO’s thematic and clustering of KO topics by cluster analysis method indicates that in the periods examined in this study, thematic clusters had much overlap in terms of concept and content.
Originality/value
The present article uses a longitudinal study to examine the KO’s publications in the past half-century. This paper also uses hierarchical clustering and multidimensional scaling methods. Studying the concepts and thematic trends in KO can impact organizing information as the core of libraries, museums and archives. Also, it can scheme information organizing and promote knowledge management. Because the results obtained from this article can help KO policymakers determine and design the roadmap, research planning, and micro and macro budgeting processes.
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Zhi-Fei Li, Jia-Wei Zhao and Shengliang Deng
This paper investigates the current psychological state of Chinese tourism practitioners and their career resilience during the ongoing COVID-19 pandemic. It empirically examines…
Abstract
Purpose
This paper investigates the current psychological state of Chinese tourism practitioners and their career resilience during the ongoing COVID-19 pandemic. It empirically examines the effects of COVID-19 on Chinese tourism practitioners' professional attitudes and their career belief in the future. The study is intended to guide enterprises and governments to design effective strategies/policies to deal with the effect of this unfavorable environment.
Design/methodology/approach
The sample consists of 442 tourism practitioners in 313 tourism enterprises in China. The data were collected via a targeted online survey based on a well-structured questionnaire. The data were analyzed using statistical procedures including multilevel regression analysis.
Findings
The study results show that Chinese tourism practitioners have strong career resilience in the face of current turbulent time. After testing, the model shows that career beliefs and social support have a significant positive impact on the professional attitudes of tourism practitioners, and that career resilience has a partial mediating effect on their career beliefs, social support and professional attitude.
Originality/value
This study enriches the existing literature on career belief, social support and career resilience. It provides a new interpretation on how career belief and social support impact career resilience and thus shape tourism practitioners' professional attitudes during pandemics.
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Myriam Aloulou, Rima Grati, Anas Ali Al-Qudah and Manaf Al-Okaily
The purpose of this study is to discuss the United Arab Emirates’ (UAE) favorable attitude toward the financial sector’s digital transformation and the development of FinTech due…
Abstract
Purpose
The purpose of this study is to discuss the United Arab Emirates’ (UAE) favorable attitude toward the financial sector’s digital transformation and the development of FinTech due to the rise of financial technology. FinTech blends innovation and technology to provide financial inclusion to stakeholders through various new products and services such metaverse and artificial intelligence.
Design/methodology/approach
A quantitative research approach was used to empirically validate the suggested research model by using 260 Emirates-based banking authorities and administrators’ data.
Findings
The findings indicate that FinTech adoption had a substantial impact on the competitiveness and performance of the UAE banking industry during COVID-19 times. The research indicates that adequate FinTech implementation and alignment with technology management directly influence the performance of the UAE’s banking sector in difficult times.
Originality/value
This study is critical because the UAE banking sector serves diverse nationalities, and its success is contingent on FinTech and its competitive edge.
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