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Article
Publication date: 9 February 2024

Madalyn Anne Scerri and Rajka Presbury

Spoken service language is critical for service experiences and human welfare in many service settings. However, little is known about how spoken service language can enhance…

Abstract

Purpose

Spoken service language is critical for service experiences and human welfare in many service settings. However, little is known about how spoken service language can enhance customer well-being in transformative service contexts. This paper explores spoken service language and well-being for customers experiencing vulnerability in a transformative service context, informed by an empirical account of the human welfare service of residential aged care.

Design/methodology/approach

Situated within transformative service research (TSR), this study was guided by a theoretical framework of service language and adopts a strengths-based approach to customer experiences of vulnerability. A qualitative multiple case study methodology was applied to explore carers’ perspectives on spoken service language and well-being from three residential aged care homes in Australia.

Findings

The findings demonstrate five spoken service language practices and four principles of spoken service language for well-being that co-create customer well-being and support the alleviation of customer experiences of vulnerability. Conceptualised as transformative spoken service language, the spoken service language practices and principles collectively recognise, support and leverage residents’ capabilities and uplift customer well-being, by enacting a process of mattering highly salient to transformative service contexts.

Originality/value

This study is the first to conceptualise how employee spoken service language can be used to support customer well-being and enhance transformative value for customers experiencing vulnerability to align with the goals of TSR. Practically, the study advocates for a greater awareness and more considered use of transformative spoken service language in human welfare and other transformative service contexts.

Details

Journal of Service Theory and Practice, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 11 May 2023

Norsafiah Norazman, Siti Nurul Asma’ Mohd Nashruddin and Adi Irfan Che-Ani

Urban population growth has increased housing density, which has expanded the construction of low-cost low-rise residential in urban areas. Good building performance and effective…

Abstract

Purpose

Urban population growth has increased housing density, which has expanded the construction of low-cost low-rise residential in urban areas. Good building performance and effective low-cost low-rise residential quality lead to higher user satisfaction and improve building sustainability. This study aims to focus on the factors influencing the sustainability of low-cost low-rise residential in the West Malaysia urban area to assess resident satisfaction.

Design/methodology/approach

A mixed-mode approach with both qualitative and quantitative were used in this study. Semi-structured interviews were conducted with 12 stakeholders to identify the common factors influencing sustainability in low-cost low-rise residential. Subsequently, questionnaire surveys were formed and distributed among building users to determine the satisfaction level with low-cost low-rise residential building performance.

Findings

The finding demonstrates that accessibility is the key factor to achieving sustainability of low-cost low-rise residential. The finding also related to the factor that influences both stakeholders and building user satisfaction levels. This study also identifies key areas that require attention to improve user satisfaction with building sustainability and building performance of low-cost low-rise residential.

Originality/value

This study aims to determine stakeholder and building user satisfaction levels in relation to the sustainable building factor. A few indicators have been set up to identify the factors that most influence the sustainability and environment of low-cost low-rise residential buildings. Each subchapter has a few recommendations to improve the performance of low-cost low-rise residential. Each of the factors mentioned is related to social, economic and environmental sustainability. In addition, the study discovered a strong connection between low-cost low-rise residential performance and user satisfaction.

Details

Journal of Facilities Management , vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1472-5967

Keywords

Article
Publication date: 9 December 2022

Muizz Oladapo Sanni-Anibire and Yusuf A. Adenle

Vertical urban settlements are becoming the predominant form of contemporary urban design in response to population increase and rapid urbanization. These developments are…

Abstract

Purpose

Vertical urban settlements are becoming the predominant form of contemporary urban design in response to population increase and rapid urbanization. These developments are, however, perceived to be poorly designed and incongruent with the users’ needs. The purpose of this study was to present a resident satisfaction assessment of Hong Kong’s vertical settlements.

Design/methodology/approach

A review of the literature was conducted on the concept of vertical urbanism, residential satisfaction and postoccupancy evaluation. Fifty performance indicators were classified into three groups including indoor environment, safety and maintenance; furniture, utilities and spaces; and privacy, appearance and city life. These indicators were used to develop a Web-based questionnaire administered to residents in the three administrative regions of Hong Kong. Ninety-eight respondents participated in the study, and the results were analyzed using the resident satisfaction index and the overall satisfaction index. A multilinear regression analysis was also made to develop a model describing the most relevant performance indicators for determining the overall residential satisfaction.

Findings

The results revealed that residents expressed dissatisfaction with performance indicators, including “level of noise generated from outside the building (neighboring buildings, traffic, noise, etc.),” “variation and stability of indoor temperature,” “sustainable design of the building’s environment (cyclability, walkability, electric charging stations, etc.),” “availability and capacity of car parking,” “size and adequacy of spaces for social interaction” and “considerations for occupants with special needs (disabled, aged people, children, occupants with a medical condition, etc.).” The results also revealed that some indicators such as the maintenance of elevators, adequate interior space and surrounding areas were considered as significantly influencing residential satisfaction. Similarly, the building height and wind-induced motion were not significantly influencing residential satisfaction. The results also revealed that a multilinear Regression model with five variables and an adjusted R2 value of 93% could estimate the overall residential satisfaction.

Originality/value

The concept of vertical urban design is the new paradigm in the shaping of future cities. The originality of this study is its adoption of post-occupancy evaluation to assess occupants’ residential satisfaction. As well as the determination of factors that should inform the planning, design and management of vertical urban settlements. Thus, the study has significant implications for research in vertical urban development, as well as the professional practice of building and urban planners, designers and managers.

Details

Journal of Engineering, Design and Technology , vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1726-0531

Keywords

Article
Publication date: 12 December 2023

Nguyen Sinh My, Long T.V. Nguyen and Hiep Cong Pham

Property developers identify the vital role of social media brand engagement (SMBE) in sustaining their businesses in competitive marketplaces, but it remains underexplored. This…

Abstract

Purpose

Property developers identify the vital role of social media brand engagement (SMBE) in sustaining their businesses in competitive marketplaces, but it remains underexplored. This paper examines how SMBE mediates the effects of firm-generated content (FGC) and user-generated content (UGC) on brand trust, considering the moderating effects of social media influencer endorsement (SMIE) and self-image congruence (SIC) for luxury residential properties (LRPs).

Design/methodology/approach

Around 516 high-income homebuyers in Vietnam who shared information about LRP on social media were targeted to test the research model empirically. The primary data collected from paper-based surveys were analysed using SPSS 26 and AMOS 24.

Findings

Results indicate that FGC and UGC positively impact SMBE and consequently significantly affect brand trust. Further, results confirm the moderating roles of SMIE and SIC in the effects of FGC and UGC on SMBE.

Research limitations/implications

Data and sample size were limited to meet the generalisation from different nations and cross cultures.

Practical implications

The authors' findings suggest that marketers should apply the authors' integrated SMBE model to strengthen brand–consumer interactions and increase their sales revenue.

Originality/value

This study is the first in its application of the uses and gratifications theory and self-congruence theory to investigate how SMBE mediates the relationship between FGC and brand trust as well as between UGC and brand trust. Noticeably, this study makes a novel contribution as the first to quantitatively explore the moderating effects of SMIE and SIC in the authors' research model.

Details

Asia Pacific Journal of Marketing and Logistics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 18 January 2024

Nor Nazihah Chuweni, Nurul Sahida Fauzi, Asmma Che Kasim, Sekar Mayangsari and Nurhastuty Kesumo Wardhani

Sustainability represents innovative elements in determining the profitability of real estate investments, among other factors, including the green component in real estate…

Abstract

Purpose

Sustainability represents innovative elements in determining the profitability of real estate investments, among other factors, including the green component in real estate. Evidence from the literature has pointed out that incorporating green features into residential buildings can reduce operational costs and increase the building’s value. Although green real estate is considered the future trend of choice, it is still being determined whether prospective buyers are willing to accept the extra cost of green residential investment. Therefore, this study aims to investigate the effect of housing attributes and green certification on residential real estate prices.

Design/methodology/approach

The impact of the housing attribute and green certification in the residential sectors was assessed using a transaction data set comprising approximately 861 residential units sold in Selangor, Malaysia, between 2014 and 2022. Linear and quantile regression were used in this study by using SPSS software for a robust result.

Findings

The findings indicate that the market price of residential properties in Malaysia is influenced by housing attributes, transaction types and Green Building Index certification. The empirical evidence from this study suggests that green certification significantly affects the sales price of residential properties in Malaysia. The findings of this research will help investors identify measurable factors that affect the transaction prices of green-certified residential real estate. These identifications will facilitate the development of strategic plans aimed at achieving sustainable rates of return in the sustainable residential real estate market.

Practical implications

Specifically, this research will contribute to achieving area 4 of the 11th Malaysia Plan, which pertains to pursuing green growth for sustainability and resilience. This will be achieved by enhancing awareness among investors and homebuyers regarding the importance of green residential buildings in contributing to the environment, the economy and society.

Originality/value

The regression model for housing attributes and green certification on house price developed in this study could offer valuable benefits to support and advance Malaysia in realising its medium and long-term goals for green technology.

Details

International Journal of Housing Markets and Analysis, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1753-8270

Keywords

Article
Publication date: 25 July 2023

Meenal Kumar and Smita Khan

This study attempts to conduct a post-occupancy assessment of the primary technical, functional and behavioral features in a student housing facility at the Visvesvaraya National…

Abstract

Purpose

This study attempts to conduct a post-occupancy assessment of the primary technical, functional and behavioral features in a student housing facility at the Visvesvaraya National Institute of Technology campus in Nagpur, India to see if the students are satisfied with the residential hostel's environs and facilities.

Design/methodology/approach

The study reviews knowledge areas pertinent to the technical, functional and behavioral performance of student housing facilities by looking at the body of accessible literature. Even though the literature review gave a thorough overview of the broad issues, it was essential to learn about the situation as it is and addresses the specific issues brought up to undertake a thorough evaluation, just as every in-depth study depends on a reliable methodology. Therefore, a methodology appropriate for the research was developed, which helped in identifying relevant attributes for the questionnaire to be used for the survey. This aided in analyzing the building's performance evaluation through the sole users of the hostel which are the students. The survey data is analyzed by statical methods using SPSS software to identify the key determinants of satisfaction in students' residential hostels and if these are affected by the gender of the students.

Findings

The survey results were examined to determine the level of satisfaction with the selected performance aspects, and the major determinants governing it. The findings concluded that most of the technical and functional determinants of satisfaction in hostels are identified the same by both genders, except for some of the attributes in behavioral elements. The research looked at how well key success elements in the student housing facility had been implemented.

Research limitations/implications

Research is carried out in CFTI only wherein architecture is one of the branches.

Originality/value

Planning professionals, architects, housing managers and facility managers involved in the design, construction and management of student housing facilities might benefit from feedback from a post-occupancy evaluation. The post-occupancy study can therefore aid in continually enhancing the standard and effectiveness of the facilities for planning, constructing, managing and maintaining student residential housing.

Details

Archnet-IJAR: International Journal of Architectural Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2631-6862

Keywords

Article
Publication date: 22 December 2022

Kanokwan Pimchan and Chonlatis Darawong

This study aims to examine the influence of condominium attributes on resident satisfaction and word of mouth from the perspectives of the elderly in Thailand.

Abstract

Purpose

This study aims to examine the influence of condominium attributes on resident satisfaction and word of mouth from the perspectives of the elderly in Thailand.

Design/methodology/approach

Data were collected from 338 elderly residents through a questionnaire survey and analysed by using descriptive statistics and structural equation modelling procedures.

Findings

The results showed that the strongest predictor of resident satisfaction was design functionality, followed by social environment, safety and security and service quality. In addition, the strongest predictor of word of mouth was safety and security, followed by design functionality, proximity, service quality and social environment.

Research limitations/implications

The data were drawn at the level of the overall characteristics of elderly residents. People may be different in terms of their demographic characters such as gender, age, and user experience.

Practical implications

The study suggests that condominium developers and designers should pay attention to design functionality both physically and mentally such as suitable materials, lighting and common areas. Moreover, the developers should focus on the proximity of the nearest hospitals, safety and security measures, well-trained security personnel and social activity arrangement.

Originality/value

Elderly condominium markets are increasingly growing as a result of the ageing society in Thailand. However, very few empirical studies investigate condominium attributes that affect resident satisfaction and word of mouth provided by real estate developers. The paper aims to determine driving factors that enhance the better well-being of elderly residents.

Details

International Journal of Housing Markets and Analysis, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1753-8270

Keywords

Open Access
Article
Publication date: 13 November 2023

Rini Fitri, Reza Fauzi, Olivia Seanders and Dibyanti Danniswari

The purpose of the study is to analyze changes in land use, specifically residential area expansion, in South Tangerang City and identify the factors that influence land use…

Abstract

Purpose

The purpose of the study is to analyze changes in land use, specifically residential area expansion, in South Tangerang City and identify the factors that influence land use change.

Design/methodology/approach

The study used remote sensing methods in ArcGIS 10.8 for data analysis and processing, including spatial analysis and identification of land use changes. The study analyzed satellite images from 2010 and 2020 to identify changes in land use in South Tangerang City over the ten-year period.

Findings

The study found that the most significant land use changes in South Tangerang City between 2010 and 2020 were the reduction of mixed plantation area and the expansion of residential areas. The study identified the development of small townships by private developers as the main factor that influenced land use change in South Tangerang City.

Research limitations/implications

The study has several limitations, including a focus on only one aspect of land use change (i.e. residential area expansion), limited scope of the study area (South Tangerang City) and a reliance on remote sensing methods for data analysis.

Practical implications

The findings of the study can be used by policymakers and city planners to develop sustainable land use planning strategies that balance the need for urban development with environmental and social concerns. By understanding the factors that drive land use changes in South Tangerang City, policymakers can develop policies that encourage sustainable urban growth and development while preserving natural resources and protecting the environment.

Social implications

The study has social implications as the expansion of residential areas in South Tangerang City indicates a growing demand for housing in the area. The study highlights the importance of developing affordable and sustainable housing solutions to meet the needs of the growing population in South Tangerang City. Additionally, the study emphasizes the importance of understanding the social and economic factors that drive land use change and their implications for the well-being of local communities.

Originality/value

The residential area development in South Tangerang City is driven by private developers who make small independent cities that have all facilities in one area. These small cities attract people to reside and also drive high population growth in South Tangerang City, considering it is a buffer city of Jakarta that has good infrastructure development.

Details

Southeast Asia: A Multidisciplinary Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1819-5091

Keywords

Article
Publication date: 7 April 2023

Changjun Jiang

Land transactions are a key indicator of urban sustainable development and urban space expansion. Therefore, this paper aims to study the spatial correlation of different types of…

Abstract

Purpose

Land transactions are a key indicator of urban sustainable development and urban space expansion. Therefore, this paper aims to study the spatial correlation of different types of land transactions.

Design/methodology/approach

Based on the big data of land micro transactions in Yangtze River Delta urban agglomeration, this paper uses the generalized forecast error variance decomposition (GFEVD) method to measure the correlation level of urban land markets. Also, social network analysis (SNA) is used to describe spatial correlation network characteristics of an urban agglomeration land market. In the meantime, the factors that influence the spatial correlation of urban land markets are investigated through a quadratic assignment procedure (QAP).

Findings

The price growth rate of urban residential land was higher than that of industrial land and commercial land. The spatial relevance of urban residential land is the highest, while the spatial relevance of the urban commercial land market is the lowest. The urban industrial land market, commercial land market and residential land market all present a typical network structure. Population distance (POD) and Engel coefficient distance (EGD) are negatively correlated with the correlation degree of the urban residential land network; traffic distance (TRD) and economic distance (ECD) are negatively correlated with the correlation degree of the urban industrial land network and commercial land network.

Originality/value

This paper uses a systematically-integrated series of problem-solving models to better explain the development path of urban land markets and to realize the integration of the interdisciplinary methods of geography, statistics and big data analysis.

Details

Kybernetes, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0368-492X

Keywords

Article
Publication date: 10 October 2023

Nahed T. Zeini, Ahmed E. Okasha and Amal S. Soliman

Using bibliometrics, this study aims to explore the intellectual structure of social segregation research, key contributors, thematic areas and hotspot topics.

Abstract

Purpose

Using bibliometrics, this study aims to explore the intellectual structure of social segregation research, key contributors, thematic areas and hotspot topics.

Design/methodology/approach

A bibliometric analysis was performed for more than 15,000 research papers listed in one of the famous, rich and widely used scientific databases: Web of Science (WoS). This review approach was used to identify social research hotspots on segregation, intellectual structure, borders and development trends. VOSviewer and Gephi software were employed for mapping and analysis.

Findings

The study indicates a marked increase in segregation research, particularly from a spatial/urban perspective. The study reveals the interrelationship between segregation and many other social concepts, such as social equality, cohesion, integration and inclusion. In conclusion, addressing the ramifications resulting from the multiple forms of segregation will help in implementing social policies and evaluating their impact on achieving inclusive social development in general and the 2030 agenda of Sustainable Development Goals (SDGs) in specific.

Research limitations/implications

This study remains limited to the precision and thoroughness of the bibliographic data gained from WoS.

Originality/value

This study is valuable for readers to gain rich insights into the state of research on social segregation. It also provides ideas for future research that prospective authors and interested research and academic institutions can investigate.

Details

Kybernetes, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0368-492X

Keywords

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