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Article
Publication date: 11 May 2015

Heesup Han and Jinsoo Hwang

This study aimed to examine young, middle-aged and mature air-travelers’ perceptions of the quality levels of in-flight physical surroundings and service encounters, and…

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1677

Abstract

Purpose

This study aimed to examine young, middle-aged and mature air-travelers’ perceptions of the quality levels of in-flight physical surroundings and service encounters, and investigated the drivers of their repurchase intentions in the low-cost airline industry.

Design/methodology/approach

A sample of 402 passengers on international flights was used. An ANOVA and a series of multiple-regression analyses based on Baron and Kenny’s (1986) suggestion were used.

Findings

In general, significant differences in quality attributes were identified across age groups. Additionally, the role of these quality components, perceived level of the airfare and trust in the airline were found to be decisive in low-cost airline passengers’ decision formation. Further, the mediating impact of perceived level of the airfare and trust was identified.

Originality/value

Research about air-travelers’ decision formation by considering their age is rare in a low-cost airline context. Results of the present study provided meaningful insights for researchers and practitioners in the airline industry.

Details

International Journal of Contemporary Hospitality Management, vol. 27 no. 4
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 12 December 2016

Jane Hemsley-Brown and Ibrahim Alnawas

The purpose of this study is three-fold: first, to examine the extent to which service quality (SQ) affects the three components of emotional brand attachment (EBA) (brand…

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7409

Abstract

Purpose

The purpose of this study is three-fold: first, to examine the extent to which service quality (SQ) affects the three components of emotional brand attachment (EBA) (brand passion, brand affection and self-brand connection); second, to investigate the extent to which these three components influence brand loyalty; and third, to test the mediation effect of the components of EBA on the SQ–loyalty relationship.

Design/methodology/approach

Survey data were collected from 355 respondents using an online panel in the UK. Smart PLS2.0 was used to analyze the data.

Findings

Three key findings emerge: first, compared to staff behavior, physical environment tends to have a stronger and more significant effect on the three elements of EBA. Second, brand passion and self-brand connection fully mediate the SQ–loyalty relationship, whereas brand affection partially mediates the same relationship. Finally, the SQ–EBA–loyalty relationship is significantly stronger for repeat visitors compared to first-time visitors.

Practical implications

Hotel brands need to design their facilities and décor and develop guest experiences based on symbolic values and deep emotional aspects. Offering employees customer care training and adopting a consumer-centric, relational, storytelling approach are particularly important to inspire and captivate hotels’ customers and to build and shape profound and enduring affective ties between the hotel brand and its customers.

Originality/value

The findings offer new insights through examining the symbolic consumption and emotional aspects of a guest’s hotel experience as mediators to the SQ–loyalty relationship. The findings also add to the growing body of knowledge of the antecedents of EBA through identifying physical environment and staff behavior as key determinants of EBA.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 12
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 1 May 1987

Liam Gorman

The significance of corporate culture for the practising manager is highlighted, with emphasis on the hidden nature of culture and the importance of growing awareness of

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1895

Abstract

The significance of corporate culture for the practising manager is highlighted, with emphasis on the hidden nature of culture and the importance of growing awareness of it so that its hidden forces can be managed. Having defined corporate culture, the types that may exist and the question of best fit between culture, company and environments is explored.

Details

Leadership & Organization Development Journal, vol. 8 no. 5
Type: Research Article
ISSN: 0143-7739

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Article
Publication date: 1 January 1989

Liam Gorman

The study of corporate culture is a valuable contribution to thestudy of organisations. Corporate culture consists of values, norms,feelings, hopes and aspirations held by…

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6904

Abstract

The study of corporate culture is a valuable contribution to the study of organisations. Corporate culture consists of values, norms, feelings, hopes and aspirations held by members of organisations. These aspects may not be instantly discernible; however, it is important that managers are aware of culture; a shared culture contributes greatly to company success. The article concludes that managers can manage culture and cultural change by becoming more aware of the deeper assumptions of culture and how they are upheld.

Details

Management Decision, vol. 27 no. 1
Type: Research Article
ISSN: 0025-1747

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Article
Publication date: 20 February 2019

Heesup Han, Jongsik Yu, Bee-Lia Chua, Sanghyeop Lee and Wansoo Kim

The purpose of this study was to examine airline passengers’ repurchase decision-making process by developing a sturdy theoretical framework comprising in-flight…

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2260

Abstract

Purpose

The purpose of this study was to examine airline passengers’ repurchase decision-making process by developing a sturdy theoretical framework comprising in-flight core-product and service-encounter quality, brand attitude, image, trust and love. The authors also attempted to examine if such decision formation differs across full-service and low-cost airlines in South Korea.

Design/methodology/approach

A quantitative method was used to achieve research objectives. For assessment of the conceptual framework and test of research hypotheses, a structural equation modeling and test for metric invariance were used.

Findings

The results revealed that in-flight product and service-encounter quality significantly affected their subsequent variables, and their impact on intention was mediated by brand attitude, image, trust and love. In addition, brand image along with brand trust included the strongest influence on intention. Findings also indicated that the relationships among brand attitude, image, trust and love significantly differed between full-service and low-cost airlines.

Practical implications

Increasing the customer retention rate is a key component of airline business success. This study made an important contribution to advancing the existing knowledge on what factors induce airline customers’ decision to repurchase a particular airline product and how such factors are interrelated with each other within the proposed model.

Originality/value

This research was the first to explore that the relationship strength among brand image, brand attitude, brand trust and brand love are not equal between full-service and low-cost airline passenger groups.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 4
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 1 July 2005

Torben Hansen

The paper proposes to investigate empirically consumers' quality perception of shrimps and cheese.

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6190

Abstract

Purpose

The paper proposes to investigate empirically consumers' quality perception of shrimps and cheese.

Design/methodology/approach

A sample of 320 respondents was included in an experimental design in which two food products, shrimps and cheese, two price‐levels, two levels of purchase involvement, and two types of physical surroundings, elegant and less elegant, were manipulated. The experiments included both simulated buying situations and simulated usage situations.

Findings

The research finds that in the buying situation both experiments perceived price had a positive effect on expected eating quality for high‐involved respondents but not for low‐involved respondents. In the usage situation the effect of expected naturalness on experienced naturalness was in both experiments stronger for high‐involved respondents than for low‐involved respondents. In addition, experienced eating quality positively affected respondents' pleasure‐feeling. The positive effect of experienced eating quality on pleasure‐feeling was stronger for respondents exposed to elegant physical surroundings than for respondents exposed to less elegant surroundings.

Research limitations/implications

This research concentrated on analyzing two food products, fresh‐shelled shrimps and solid cheese. This could mean that the results may suffer from a lack of generalizability. A large cross‐section of products ought to be studied to improve the generalizability of the results. Also, the manipulation of price and physical surroundings were confined to two different levels. Thus, this research offers no specific guidelines on how to set specific prices or how to establish specific physical surroundings for the purpose of manipulating, e.g. consumers' perceived quality.

Practical implications

The results emphasize that food producers and retailers, among others, should seek an understanding of consumers' quality perception process in relation to both the buying and the usage situation.

Originality/value

This paper empirically investigates consumers' quality perception in both buying and usage situations. Also, the paper includes purchase involvement and physical surroundings as moderating variables of the quality perception process.

Details

British Food Journal, vol. 107 no. 7
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 7 September 2018

Hatice Sadikoglu Asan and Ahsen Ozsoy

Housing quality is determined by both objective and subjective dynamics. This research was conducted to explore the importance of users’ memory as a tool for assessing…

Abstract

Purpose

Housing quality is determined by both objective and subjective dynamics. This research was conducted to explore the importance of users’ memory as a tool for assessing housing quality. While objective features of the surroundings generally require physical measurements, subjective features can be supported by residents’ memories. Memory studies can therefore be used as a research tool to understand the housing environment as they provide important references to the past, present, and future. The purpose of this paper is to explore the relationship between users’ (residents) memory and housing quality.

Design/methodology/approach

The methodology comprised a literature review of spatial quality studies and a field study of a modern housing estate in Istanbul. For the field study, housing quality was examined through the memories of residents in the neighbourhood, buildings, and units. With the research, site observations were made, a questionnaire was issued to residents, and in-depth interviews were conducted with residents who had lived there the longest. New dimensions of housing quality problems were then discussed in the conclusion with reference to residents’ memories.

Findings

Memory studies can be used as a research tool to understand the housing environment, as they provide important references to the past, present and future. In the conclusion, new dimensions of the housing quality problems were discussed with the help of the residents’ memories. It was seen that different dimensions of housing quality can be revealed with the help of user memory.

Research limitations/implications

In all, 40 of the total residents (101) accepted to make questionnaires. In-depth interviews were conducted with three long-term residents that are the only ones still alive and had lived the area since the beginning of the life after construction.

Originality/value

With the aim of developing new tools and methods to analyse housing quality, this research presents a new perspective by utilising users’ memories to evaluate spatial quality.

Details

International Journal of Building Pathology and Adaptation, vol. 36 no. 4
Type: Research Article
ISSN: 2398-4708

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Article
Publication date: 27 June 2019

Heesup Han, Hyoungeun Moon and Sunghyup Sean Hyun

This paper aims to examine the relationship of internal/external physical environments and emotional well-being and to explore the possible influence of such an…

Abstract

Purpose

This paper aims to examine the relationship of internal/external physical environments and emotional well-being and to explore the possible influence of such an association with guest satisfaction and retention considering the moderating role of price perception in the luxury resort hotel context.

Design/methodology/approach

A total of 603 responses were gathered from a field survey at luxury resort hotels. The data were analyzed using quantitative data analyses to achieve research objectives.

Findings

The results from the structural model assessment revealed that both internal and external physical environments elicited emotional well-being, which in turn leads to the increased guest satisfaction and retention. More specifically, internal atmospherics had a stronger impact on triggering subsequent variables compared to external environment factors. The outcomes also indicated the significant mediating role of emotional well-being and satisfaction. Emotional well-being was found to mediate the effect of internal and external physical environments on guest satisfaction, while guest satisfaction mediated the effect of emotional well-being on guest retention. Moreover, price perception significantly moderated the guest satisfaction–guest retention association. Overall, the proposed conceptual framework satisfactorily accounted for variance in guest retention.

Originality/value

The findings help practitioners in luxury resort hotels to develop ways to boost guests’ post-purchase behaviors by using internal/external atmospherics and emotional well-being.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

Content available

Abstract

Details

Social Ecology in Holistic Leadership
Type: Book
ISBN: 978-1-80043-841-5

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Article
Publication date: 14 November 2016

Kate Worsfold, Ron Fisher, Ruth McPhail, Mark Francis and Andrew Thomas

This research investigates employee and guest satisfaction, guests’ perceptions of value and their intention to return. Considered are hotel workers’ job satisfaction, how…

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4812

Abstract

Purpose

This research investigates employee and guest satisfaction, guests’ perceptions of value and their intention to return. Considered are hotel workers’ job satisfaction, how job satisfaction impacts guests’ satisfaction with the service experience and with the physical attributes of the hotel and how these variables affect perceived value and intention to return.

Design/methodology/approach

Structural equation modeling is used to analyze data from a large global hotel chain.

Findings

Guest satisfaction with service and the physical attributes of the hotel differentially impact guest outcomes of intention to return and perceptions of value. Key findings are guest satisfaction with the physical attributes of a hotel is significantly more strongly linked to guests’ intention to return than is satisfaction with service received. Staff job satisfaction is significantly linked to guests being more satisfied with the service experience and their return intentions. Of all the factors directly contributing to guests’ return intentions, guest satisfaction with the physical attributes of the hotel was largest in impact. In contrast guest satisfaction with service is linked to guests’ perceptions of value, whereas satisfaction with the physical aspects is not significant. Guests’ perceptions of value do not impact intention to return.

Research limitations/implications

The research was conducted within one global hotel chain, which due to its cross-sectional nature may possibly be a limitation. However, its single organizational nature does not diminish the importance of the findings.

Practical implications

Hotel managers need to consider the importance of the physical attributes of properties in what has been largely a services-dominated debate. What guests value may not lead to repeat business.

Originality/value

Providing excellent customer service may not be the main motivation for return business. Also, holistic measures of guest satisfaction may not accurately measure what guests value. Perceived value is not a significant predictor of intention to return.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 11
Type: Research Article
ISSN: 0959-6119

Keywords

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