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Article
Publication date: 5 February 2020

Lamya Lari, Fauzia Jabeen and Shilpa Iyanna

This study aims to develop a framework to identify, categorise and prioritise the dimensions of service quality in theme parks in an Islamic cultural context.

Abstract

Purpose

This study aims to develop a framework to identify, categorise and prioritise the dimensions of service quality in theme parks in an Islamic cultural context.

Design/methodology/approach

An extensive literature review was conducted to identify service quality dimensions in theme parks in an Islamic cultural context, and a survey tool was used to explore visitors’ opinions of the most important dimensions and sub-dimensions. An analytic hierarchy process was used to prioritise the main criteria and sub-criteria of dimensions of theme park service quality in the United Arab Emirates (UAE). The study identified four main criteria and 24 sub-criteria of service quality for the theme park industry from an Islamic perspective.

Findings

Consumables quality and physical environment quality were the top priorities under the main criteria. Availability of halal food was the most important sub-criteria of service quality in theme parks in the UAE, followed by price of food and beverages and staff attitude and behaviour in equal second place, and then quality of food and beverages and quality of facilities, again with equal scores.

Research limitations/implications

The study focused on tourists visiting an emerging country, and the results therefore cannot be generalised to other cultural contexts. This study has developed a comprehensive model of theme park service quality using a hierarchical method. This included both general and Islamic service quality dimensions. This study, therefore, contributes to the “Islamic tourism” literature by identifying the importance of Islamic attributes in evaluating service quality of theme parks in Islamic countries.

Practical implications

The outcome of the study will provide local and international theme parks with explicit ideas about the service quality dimensions that are important in an Islamic cultural context. This will help them to prioritise the critical service quality dimensions, and eventually contribute to the successful management of theme parks.

Originality/value

This study offers new insights into the dimensions of service quality of theme parks in an Islamic cultural context.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 14 no. 2
Type: Research Article
ISSN: 1750-6182

Keywords

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Article
Publication date: 4 February 2021

Sameera Mohamed Alzaidi and Shilpa Iyanna

The purpose of this paper is to develop a conceptual model based on an integrative approach to better understand voluntary pro-environmental behavior of employees.

Abstract

Purpose

The purpose of this paper is to develop a conceptual model based on an integrative approach to better understand voluntary pro-environmental behavior of employees.

Design/methodology/approach

The paper reviews theoretical approaches and uses an integrative perspective to develop a model to try to understand voluntary pro-environmental behavior in the workplace.

Findings

The authors developed a conceptual model of voluntary pro-environmental behavior of employees with four main variables: attitude, perceived behavioral control, personal norms and perceived corporate social responsibility. The authors also suggest that habit may have a moderating effect, which has been neglected in previous studies.

Practical implications

Recognition of the importance of voluntary pro-environmental behavior of employees could enable organizations to develop more strategies and polices that strengthen their formal corporate social responsibility programs.

Social implications

Business owners and decision makers who are helping to promote voluntary behavior will contribute to institutions’ environmental performance, saving natural resources and promoting pro-environmental practices.

Originality/value

The proposed model will offer future studies a holistic understanding of the factors that predict voluntary pro-environmental behavior of employees and the extent to which this behavior depends on organizational motivators.

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Article
Publication date: 27 November 2019

Lamya Abbas Darwish Abdulla Lari, Shilpa Iyanna and Fauzia Jabeen

The purpose of this paper is to identify dimensions of theme park quality from an Islamic perspective and develop a framework to examine the interrelationships between…

Abstract

Purpose

The purpose of this paper is to identify dimensions of theme park quality from an Islamic perspective and develop a framework to examine the interrelationships between theme park service quality dimensions, visitor delight and visitor loyalty in theme parks in the United Arab Emirates (UAE).

Design/methodology/approach

The study is based on a detailed literature review and analysis of visitors’ comments on TripAdvisor.com about their experience in theme parks in the UAE.

Findings

Theme park service quality can be assessed across 4 main dimensions (physical environment, interaction, consumables and access) and 13 sub-dimensions. A relationship is proposed between these dimensions and visitors’ delight, with visitor loyalty a consequence of visitor delight. Nationality is proposed to have a moderating effect on the delight–loyalty relationship.

Originality/value

This study attempts to propose a model for theme park service quality that reflects both traditional dimensions of service quality and dimensions related to Islamic attributes. It is one of very few attempts to investigate theme park visitors’ perception of service quality and its relation to delight and loyalty in the UAE. It is also, as far as the authors are aware, the first study to investigate the moderating effect of nationality on the delight–loyalty relationship.

目的

本文的目的是从伊斯兰世界的视角识别主题公园质量的维度, 并建立一个可用以检验阿联酋主题公园服务质量维度、游客愉悦度和游客忠诚度之间的相互关系的框架。

设计/方法/办法

这项研究基于详细的文献回顾, 以及对游客在TripAdvisor.com上分享的关于阿联酋主题公园体验的评论的分析。

發現

主题公园服务质量可以从四个主要维度(物理环境、互动、消耗品和可进入性)和13个子维度进行评估。本文提出了这些维度与游客愉悦感之间的关系, 其中, 游客忠诚是游客愉悦感的结果。国籍对快乐-忠诚关系有一定的调节作用。

關鍵字

本研究试图构建一个主题公园服务品质的模型, 该模型既反映传统服务品质的维度, 又反映与伊斯兰属性相关的维度。在调查主题公园游客对服务质量的感知, 及其与阿联酋人的愉悦感和忠诚度的关系方面, 本文也是学术界为数不多的尝试之一。据我们所知, 本文也是第一个探讨国籍对快乐-忠诚关系的调节作用的研究。

关键词

主题公园, 服务质量, 快乐, 忠诚度, 伊斯兰特征, 内容分析, 猫途鹰评论, 国籍, 阿拉伯联合酋长(阿联酋)

纸张类型

概念文件

Resumen

Propósito

El objeto de este artículo es identificar las dimensiones en la calidad de los parques temáticos desde una perspectiva islámica y desarrollar un marco, para examinar las interrelaciones entre las dimensiones de la calidad del servicio de los parques temáticos, el disfrute de los visitantes y la lealtad de los mismos, en los parques temáticos de los Emiratos Árabes Unidos.

Diseño/metodología/enfoque

El estudio se basa en una detallada revisión bibliográfica y un análisis de los comentarios de los visitantes en TripAdvisor.com, sobre su experiencia en parques temáticos en los Emiratos Árabes Unidos.

Resultados

La calidad del servicio en los parques temáticos, se puede evaluar en cuatro dimensiones principales (entorno físico, interacción, consumibles y acceso) y 13 dimensiones secundarias. Se propone una relación entre estas dimensiones y el disfrute de los visitantes, con la lealtad del visitante como consecuencia del disfrute. Se propone que la nacionalidad tenga un efecto moderador en la relación disfrute-lealtad.

Originalidad/valor

Este estudio intenta proponer un modelo para la calidad del servicio en parques temáticos, que refleje tanto las dimensiones tradicionales de la calidad del servicio, como las dimensiones relacionadas con los atributos islámicos. Es uno de los pocos trabajos que intenta investigar la percepción de los visitantes de los parques temáticos, sobre la calidad del servicio y su relación con el disfrute y lealtad en los EAU. También es, por lo que sabemos, el primer estudio que investiga el efecto moderador de la nacionalidad en la relación disfrute-lealtad.

Palabras clave

Emiratos Árabes Unidos (EAU), Análisis de contenido, Lealtad, TripAdvisor, Nacionalidad, Delicia, Atributos islámicos, parque temático, calidad de servicio

Tipo de papel

Papel conceptual

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