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1 – 10 of 232Long Nguyen Phi, Dung Hoang Phuong and Thong Vu Huy
This paper seeks to revisit the interrelationship among tourists’ perceived value of the destination, tourist satisfaction and destination loyalty in the heritage tourism site of…
Abstract
Purpose
This paper seeks to revisit the interrelationship among tourists’ perceived value of the destination, tourist satisfaction and destination loyalty in the heritage tourism site of Hoi An. In addition, the moderating role of tourists’ perceived crowding, which has become remarkably common at the site, in such a triangle relationship will also be explored. In other words, this study aims to validate an extended model of perceived value – tourist satisfaction – destination loyalty – perceived crowding.
Design/methodology/approach
The study collects data from 403 tourists who visited Hoi An during peak season through an online questionnaire. The data were later analysed using AMOS and Warp partial least squares.
Findings
The results validate the significant and positive correlation among perceived value, customer satisfaction and destination loyalty. Also, perceived crowding was confirmed to affect the relationship among these three variables negatively. In terms of academic contributions, this paper empirically proved that low levels of tourist satisfaction and destination loyalty among tourists who highly value their visiting experience at World Heritage Sites (WHS) can be caused by perceived crowding.
Originality/value
So far, current literature has investigated the direct (either positive or negative) relationship between perceived crowding and post-visit behaviours of tourists (Nie et al., 2022; Papadopoulou, Ribeiro, & Prayag, 2023; Stemmer, Gjerald, & Øgaard, 2022). Broadening this area of research, the authors of this paper used the social interference theory and the stimulus-overload theory to explain the low level of tourist satisfaction and destination loyalty among tourists who highly value their visiting experience at WHS.
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Han Xi Chong, Ahmad Hariza Hashim, Syuhaily Osman, Jasmine Leby Lau and Eugene Cheng-Xi Aw
The purpose of this paper is to identify the continuance usage of livestreaming commerce. The proposed antecedents of livestreaming commerce continuance usage are social presence…
Abstract
Purpose
The purpose of this paper is to identify the continuance usage of livestreaming commerce. The proposed antecedents of livestreaming commerce continuance usage are social presence, perceived crowdedness, need for arousal, susceptibility to informational influence, and perceived value, whilst trust in broadcasters is treated as the moderating factor.
Design/methodology/approach
A survey was conducted using a questionnaire designed specifically for this purpose, which was completed by 388 Malaysian consumers aged 26–40 years who have prior experience with livestreaming commerce. The authors tested the framework using the partial least squares structural equation modelling (PLS-SEM) technique and complementary by performing artificial neural network (ANN) analysis.
Findings
The results indicate several significant relationships, whereby social presence, perceived crowdedness, susceptibility to informational influence, and trust in broadcasters significantly influence perceived value, whereas perceived value significantly influences continuance intention. In addition, trust in broadcasters moderates the relationship between perceived value and continuance intention.
Originality/value
The current study adds significantly to the body of knowledge about livestreaming by examining the direct determinants of perceived value and thus delineating how perceived value influences continuance intention. The findings yielded also illustrate the role of trust in broadcaster as the moderator of the link between perceived value and continuance intention.
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Muhammad Asghar Ali, Ding Hooi Ting, Muhammad Umer Azeem and Amir Zaib Abbasi
This paper aims to investigate the impact of perceived usefulness of online reviews and crowd cues on restaurant selection. In addition, the authors also examine the moderating…
Abstract
Purpose
This paper aims to investigate the impact of perceived usefulness of online reviews and crowd cues on restaurant selection. In addition, the authors also examine the moderating role of perceived crowding and gender in this process.
Design/methodology/approach
The proposed hypotheses were tested with survey data (N = 200) collected from customers visiting full-service restaurants in Malaysia. The data were analyzed using SEM through Smart PLS.
Findings
The findings supported that the perceived usefulness of online reviews and perceived crowding have a positive effect on a consumer's purchase intentions, i.e. their decision of restaurant selection. Besides, a higher level of perceived crowding strengthens the relationship between the perceived usefulness of online reviews and their purchase intentions. This finding delineates that consumers prefer to dine in a crowded place with useful online reviews in an unfamiliar place. Finally, the results show that the effect of the usefulness of online reviews on purchase intentions does not vary with respect to gender (no significant contingent effect). However, the effect of perceived crowding varies with respect to gender – male customers have higher intentions to join crowded restaurants as compared to females.
Research limitations/implications
Limitation of this study is its cross-sectional research design; data were collected in a single time frame. Longitudinal research design can be used to get in-depth knowledge of this phenomenon. Secondly, a non-probability sampling technique was used in this study, future research can used probability sampling technique to enhance generalizability of the study. Moreover, this study focused on the human crowding aspect, future studies can cover both aspects of crowding (human crowding and spatial crowding) in retailing or other service sectors (Blut and Iyer, 2020).
Practical implications
This study has multiple practical implications.
Originality/value
This study extends the current research on usefulness of online reviews and perceived crowding by investigating its direct and conditional effects. Specifically, the authors contribute in extant research by explaining its differential effects for male and female customers, when they select which restaurants to dine.
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Chiara Dalle Nogare and Raffaele Scuderi
The COVID-19 pandemic has induced tourism destinations to reconsider organisational aspects related to health safety measures, as perceptions of health safety may have become…
Abstract
Purpose
The COVID-19 pandemic has induced tourism destinations to reconsider organisational aspects related to health safety measures, as perceptions of health safety may have become particularly important for tourists. Using data from summer 2020, the period immediately after the outbreak of the pandemic, we investigate the factors that affected tourist perceptions of health safety.
Design/methodology/approach
Data come from a survey of tourist-card holders in Trentino, an Italian mountain destination. Through regressions, we assess the conditional correlation between health safety measure evaluations following a holiday and a set of covariates related to the features of the tourist area and the tourists themselves, as well as COVID-19 incidence in their province of residence in the months before the holiday.
Findings
Tourist-related features seem not to impact on perceived health safety, whereas some destination- and accommodation-related elements do. In particular, the number of tourist beds affects it negatively, and staying at a hotel does it in a positive way. COVID-19 incidence in one’s home province does not affect perceptions of health safety measures, which suggests a possible sample selection effect and/or the need for more fine-grained data.
Originality/value
This paper is one of the few on the immediate effects of the COVID-19 pandemic using data from a large sample of actual tourists. Our findings point out the importance of the intrinsic features of some places and accommodation in influencing perceptions of safety. We discuss implications for scholars and destination managers.
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Xi Y. Leung, Bryan Torres and Alei Fan
This study aims to compare the performance of self-service kiosks in a quick-service setting with the performance of cashiers. In particular, this study explores both internal…
Abstract
Purpose
This study aims to compare the performance of self-service kiosks in a quick-service setting with the performance of cashiers. In particular, this study explores both internal responses and external responses between the two ordering methods with the moderating role of crowdedness.
Design/methodology/approach
This study develops a theoretical framework based on the stimulus-organism-response (S-O-R) model. A 2 × 2 field experiment was conducted in a real quick-service outlet to collect data.
Findings
The results reveal that customers reported a better experience when using self-service kiosks compared to placing orders with cashiers. However, cashiers generated more revenue for the quick-service outlet than kiosks. Significant interaction effects were found for external responses. Customers spent more time placing orders with cashiers than with kiosks in less crowded periods, while cashiers generated more sales than kiosks during busier periods.
Originality/value
This study enriches the hospitality and tourism literature by applying the S-O-R framework in an experimental design incorporating both internal and external responses. The findings on the interaction between ordering methods and crowdedness on external responses provide practical insights for quick-service restaurant operators to find a balance between technology and human services.
自助服务机可否超越收银员? 以刺激 – 机制 – 反应 (SOR) 模型作为理论框架的点餐体验研究
研究目的
本论文在快餐环境下比较自助服务机与收银员的业绩表现差异。具体而言, 本研究从内部和外部反映两方面探索了两种不同点餐方法以及就餐环境拥挤程度作为调节变量。
研究设计/方法/途径
本研究借用刺激 – 机制 – 反应 (SOR) 模型作为理论框架, 以快餐店为环境进行了2x2 实验。
研究结果
研究结果显示, 相比较餐饮收银员, 消费者对自助服务机更加较积极的顾客反应。但是餐厅收银员会产生相对较高的销售额。针对对外反应, 研究结果呈现显著的交互作用。 消费者在相对不拥挤的环境下更愿意花时间借助自助服务机点餐, 但是收银员比自助服务机在高峰时段更能产生较高销售额。
研究原创性/价值
本研究借助SOR的理论框架用实验法来研究消费者内部和外部反应, 从而进一步充实了酒店和旅游文献。基于点餐方法和拥挤程度的交互作用, 本研究结果为快餐产业实现人工和科技的平衡提供了实践意义。
关键词
自助服务机 S-O-R 理论框架 快餐厅 拥挤程度 内部反应 外部反应
文章类型
研究型论文
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Emma Zijlstra, Mariët Hagedoorn, Stefan C.M. Lechner, Cees P. van der Schans and Mark P. Mobach
As hospitals are now being designed with an increasing number of single rooms or cubicles, the individual preference of patients with respect to social contact is of great…
Abstract
Purpose
As hospitals are now being designed with an increasing number of single rooms or cubicles, the individual preference of patients with respect to social contact is of great interest. The purpose of this study is to gain a better understanding of the experience of patients in an outpatient infusion center.
Design/methodology/approach
A total of 29 semi-structured interviews were conducted, transcribed and analyzed by using direct content analysis.
Findings
Findings showed that patients perceived a lack of acoustic privacy and therefore tried to emotionally isolate themselves or withheld information from staff. In addition, patients complained about the sounds of infusion pumps, but they were neutral about the interior features. Patients who preferred non-talking desired enclosed private rooms and perceived negative distraction because of spatial crowding. In contrast, patients who preferred talking, or had no preference, desired shared rooms and perceived positive distraction because of spatial crowding.
Research limitations/implications
In conclusion, results showed a relation between physical aspects (i.e. physical enclosure) and the social environment.
Practical implications
The findings allow facility managers to better understand the patients’ experiences in an outpatient infusion facility and to make better-informed decisions. Patients with different preferences desired different physical aspects. Therefore, nursing staff of outpatient infusion centers should assess the preferences of patients. Moreover, architects should integrate different types of treatment places (i.e. enclosed private rooms and shared rooms) in new outpatient infusion centers to fulfill different preferences and patients should have the opportunity to discuss issues in private with nursing staff.
Originality/value
This study emphasizes the importance of a mix of treatment rooms, while new hospital designs mainly include single rooms or cubicles.
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Alinda Kokkinou and David A. Cranage
The purpose of the present study is to examine the effect of waiting lines on customers’ decisions between using a self-service alternative and using a service employee. As…
Abstract
Purpose
The purpose of the present study is to examine the effect of waiting lines on customers’ decisions between using a self-service alternative and using a service employee. As self-service technologies are expensive and time-consuming to design and implement, service providers need to understand what drives customers to use them. Service operators have the most control over waiting lines and flexibility in expanding capacity, either by adding service employees or by adding self-service kiosks.
Design/methodology/approach
The study used online scenario-based surveys following a 4 (number of customers waiting for the self-service technology) × 4 (number of customers waiting for the service employee) design. A binary dependent variable was used to record participants’ choice of service delivery alternative.
Findings
Using logistic regression, the authors found that customers are increasingly motivated to use self-service technology as the waiting line for the service employee grows longer. This effect is influenced by perceived usefulness, anticipated quality of the self-service technology, need for interaction and technology anxiety.
Research limitations/implications
This study should be replicated in a real-world setting where actual behavior, and not only intention, can be measured.
Practical implications
The study provides guidance on how service providers can design their service to take advantage of the motivating effect of waiting lines on usage of self-service technology.
Originality/value
The present study is the first to combine a scenario-based experiment with a binary dependent variable to isolate the impact of waiting lines on the choice between using a self-service technology and using a service employee. The use of the binary dependent variable overcomes the ambiguity of extrapolating from a continuous measure of intention to draw conclusions about behavior, a binary variable.
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Yi He, Ilyoung Ju, Qimei Chen, Dana L. Alden, Hong Zhu and Kaiyuan Xi
This paper aims to describe the results of four studies that examine the interaction effects between locus of causality and social presence on consumers’ emotional response to a…
Abstract
Purpose
This paper aims to describe the results of four studies that examine the interaction effects between locus of causality and social presence on consumers’ emotional response to a service failure and how they subsequently cope with the negative emotional experiences through support-seeking or vindictive negative word-of-mouth (NWOM).
Design/methodology/approach
To evaluate the research hypotheses, one online content analysis study and three experiments were conducted.
Findings
The results of the four studies show that when locus of causality information is not available (Studies 1 and 2), consumers are more likely to engage in support-seeking NWOM when there is social presence (versus no social presence). When a service failure is externally/internally attributed, social presence leads to less/more vindictive NWOM (Studies 3 and 4). The results clarify the underlying affective processes (frustration, anger and embarrassment) that account for the unique interaction effects involving locus of causality and social presence on NWOM.
Originality/value
Despite promising progress in both social presence and service failure research, scholarly attempts aiming to draw the theoretical linkages between these two streams are relatively scarce, and it remains unknown regarding whether and how social presence influences NWOM in the event of service failure. Against this backdrop, this research examines the effects of social presence on consumer NWOM in service failure. The authors further contribute to both research streams by testing the effects of an important set of emotions as mediators, as well by exploring the conditions under which a particular emotion is more predictive of its corresponding outcomes. These findings offer important insights that help service managers effectively mitigate customer NWOM at the point of service delivery.
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This replication and extension of Hirsch and Gruss examines the impact of spatial density and ambient scent on consumers' spatial perception and anxiety. The paper aims to discuss…
Abstract
Purpose
This replication and extension of Hirsch and Gruss examines the impact of spatial density and ambient scent on consumers' spatial perception and anxiety. The paper aims to discuss these issues.
Design/methodology/approach
A 2 (spatial density: high, low)×3 (ambient scent: no scent, scent associated with spaciousness, scent associated with enclosed spaces) between-participants experimental design was implemented in a laboratory setting. A pretest determined scent selection and manipulation checks were successful.
Findings
Spatial perception was influenced by spatial density, but not ambient scent. Ambient scent and spatial density interacted, such that consumers' anxiety levels significantly increased under conditions of low spatial density combined with an ambient scent associated with spaciousness, and directionally increased under conditions of high spatial density combined with ambient scent associated with enclosed space.
Research limitations/implications
This research was conducted in a laboratory setting in order to increase experimental control. An exploration of the strength of the observed effects in a field (retail) setting would be insightful.
Practical implications
Results of this study suggest that retailers need to consider both spatial density and choice of ambient scent carefully in order to reduce consumers' anxiety levels.
Originality/value
This research is one of the few to consider the impact of spatial density and ambient scent on consumers' anxiety levels. The use of a between-participants design and the experimental manipulation of both spatial density and ambient scent results in a more rigorous test of the scent – anxiety relation observed in previous research.
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Annarita Sorrentino, Marco Ferretti, Marcello Risitano, Giacomo Del Chiappa and Fevzi Okumus
This study aims to examine the effects of the servicescape on experiential state, delight and memorability in the context of the cruise experience. This study also analyzes the…
Abstract
Purpose
This study aims to examine the effects of the servicescape on experiential state, delight and memorability in the context of the cruise experience. This study also analyzes the moderating effects of sociodemographic characteristics (income and place of residency) and prior travel experience.
Design/methodology/approach
Drawing on the Stimulus-Organism-Response theory, structural equation modeling via partial least squares path modeling was applied to a sample of 415 cruisers. A multi-group analysis was used to test the moderating effects.
Findings
Study results confirm the predictive role of the servicescape in creating experience, delight and memorability, with a place of residence, past travel experience and income exerting moderating effects on the aforementioned relationships.
Practical implications
The results offer useful insights for managers who operate not only in the cruise industry but also in other service contexts. Moreover, the moderating effects offer novel insights into smarter marketing on the part of service companies oriented toward value co-creation.
Originality/value
Only a few recent studies have focused on the servicescape in the context of the cruise industry. This study contributes to the literature by providing a theoretical framework and empirical evidence for analyzing the role of the onboard servicescape in cruisers’ experience, delight and memorability while also considering the moderating effects that of sociodemographic and travel-related characteristics exert on the different paths.
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