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Article
Publication date: 14 April 2020

Hongxiu Li, Yong Liu, Chee-Wee Tan and Feng Hu

Building on the three-factor theory, this study aims to unravel how the role of hotel attributes such as basic, excitement and performance factors could differ in…

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13519

Abstract

Purpose

Building on the three-factor theory, this study aims to unravel how the role of hotel attributes such as basic, excitement and performance factors could differ in accordance with different hotel star ratings and distinct customer segments.

Design/methodology/approach

This study explores the asymmetric effects of hotel attributes on customer satisfaction by extracting 412,784 consumer-generated reviews from TripAdvisor across different cities in China.

Findings

By taking into account the origins of customers and hotel star ratings, the study uncovers that guests’ expectations of hotel performance differ with respect to their origins (domestic and international guests) and the star ratings of the hotels being reviewed, thereby moderating the asymmetric impact of hotel attributes on customer satisfaction.

Research limitations/implications

The study compares and contrasts the determinants of customer satisfaction for domestic and international guests in the context of Chinese hotels. Care should still be exercised when generalizing the insights gleaned from this study to other contexts.

Practical implications

The findings from this study translate into actionable guidelines for hotel operators to make informed decisions regarding service improvement.

Originality/value

The study extends previous work by offering a deeper understanding of the asymmetric impact of hotel attributes on customer satisfaction. Specifically, this study provides a deep understanding of the different hotel attributes such as basic, performance and excitement factors in explaining customer satisfaction among different hotel customer segments. Findings from this study can not only inform hotel operators on the significance of various hotel attributes in determining customer satisfaction but also guide the formulation of business strategies to retain customers by inducing delight and not frustration.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 5
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 25 April 2008

Wei‐Jaw Deng

The purpose of this paper is to propose a novel approach of fuzzy importance‐performance analysis (FIPA) to replace conventional importance‐performance analysis (IPA) for…

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2804

Abstract

Purpose

The purpose of this paper is to propose a novel approach of fuzzy importance‐performance analysis (FIPA) to replace conventional importance‐performance analysis (IPA) for determining critical service attributes those really need to improve for achieving superior customer satisfaction.

Design/methodology/approach

First, referring numerous studies, conventional IPA has some erroneous assumptions, the customer satisfaction of attribute performance has the characteristic of three‐factor theory and the novel approach which integrates natural logarithmic transformation and partial correlation analysis is feasible for acquiring the implicitly derived importance of attributes. Second, according the fact and nature of fuzziness in human perception, this study applies fuzzy set theory to revise conventional IPA. Finally, the FIPA is proposed and subsequently implemented in a Taiwanese hot spring hotel case study.

Findings

The implementation of FIPA shows the determined critical service attributes are almost completely different from those attributes acquired by conventional IPA. Hence, the application of conventional IPA may cause practitioners make incorrect decisions of improvement priorities for service attributes and direct unsuitable quality‐based marketing strategies.

Originality/value

The proposed FIPA which integrates fuzzy set theory, three‐factor theory, partial correlation analysis and natural logarithmic transformation avoids the erroneous assumptions of conventional IPA, considers the nature of fuzziness in human perception and includes the actual importance of service attributes. Therefore, the proposed FIPA can effectively assist business managers in determining critical service attributes to improve service quality or customer satisfaction and to achieve competitive advantage.

Details

International Journal of Service Industry Management, vol. 19 no. 2
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 6 September 2021

Tijjani Muhammad and Besar Bin Ngah

This study developed a model for the mediation role of satisfaction on Jaiz bank products and services as an alternative way of improving customer’s subjective experiences…

Abstract

Purpose

This study developed a model for the mediation role of satisfaction on Jaiz bank products and services as an alternative way of improving customer’s subjective experiences of banking in Nigeria.

Design/methodology/approach

This paper adopted structural equation modelling’s confirmatory factory analysis with three-factor theory. Composite reliability, average variance extracted and discriminant validity were used to test the validity and reliability of data collected from a sample of 345 participants comprising senior, middle and lower-income earners. Also, descriptive statistics and independent analysis of variance were used for the analyses.

Findings

This paper provides insights into how Jaiz bank products and services will significantly improved the social lifestyle of Nigeria. Findings also indicates how context-specific Islamic bank products and services are embedded in the social ordering of communities in Nigeria and thus facilitate a more satisfactory and productive experience of customers.

Practical implications

Findings from the study provide insight and inform managers in making an informed decision on the products and services offered to a section of the popular, where strategic and analytical insights could strengthen different segments of the banking system in Nigeria. This study emphasises the significance of Islamic banking within the specific context of Nigeria, and also has an obvious theory and management implications.

Originality/value

It is hard to find a research paper discussing the mediation role of customer’s satisfaction on Jaiz bank products and services in improving the social lifestyle of Nigerians. This study provides a model that can be adopted in analysing products and services of Islamic banks based on customer’s satisfaction.

Details

Journal of Islamic Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1759-0833

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Article
Publication date: 6 March 2017

Jinlin Wan, Ling Zhao, Yaobin Lu and Sumeet Gupta

Mobile appstores have fast sprung up during the last few years. The large number of apps in these appstores results in increased search effort for the customer as well as…

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1292

Abstract

Purpose

Mobile appstores have fast sprung up during the last few years. The large number of apps in these appstores results in increased search effort for the customer as well as fierce competition leading to poorer revenues for both appstores as well as developers. Therefore, appstores allow developers to resort to bundling apps so as to increase the revenues and improve customer loyalty. Since an app-bundle is a mix of two or more apps, it may induce both positive and negative emotions simultaneously in the consumer. The purpose of this paper is to examine the effectiveness of app-bundling strategy from consumers’ perspective, and help developers design app-bundles.

Design/methodology/approach

Based on ambivalence theories, this research investigate different antecedents and influence of positive attitude and negative attitude on purchase behavior, and derives seven key app-bundles attributes through an exploratory study. The data were collected from 930 consumers of app-bundles in China and analyzed using SEM approach.

Findings

The findings indicate that positive attitude and negative attitude are two separate concepts and the identified seven app-bundling attributes have distinct effect on shaping consumers’ positive and negative attitude.

Originality/value

This study makes three key contributions to theory and practice. First, this study identifies the specific attributes of app-bundles using exploratory study. Second, this study addresses the challenges involved in examining bundles using ambivalence theory. In doing so, it characterizes attitude as positive and negative and treats them as separate constructs. Third, as called forth by previous studies, this study establishes the co-existence of positive attitude and negative attitude.

Details

Information Technology & People, vol. 30 no. 1
Type: Research Article
ISSN: 0959-3845

Keywords

Content available
Article
Publication date: 8 July 2020

Jiguo Yang

Weber's hypothesis about China is the hypothesis forwarded by Weber that why capitalist production did not appear in eastern countries such as China in the first place…

Abstract

Purpose

Weber's hypothesis about China is the hypothesis forwarded by Weber that why capitalist production did not appear in eastern countries such as China in the first place. Weber considered that the reason may be Chinese Confucianism and Taoism lack protestant ethic like Western countries.

Design/methodology/approach

The clarification has aroused wide discussion, meanwhile, East Asian capitalism belonging to the Chinese cultural circle has successfully refuted Weber's proposition. Chinese scholars have a broad debate around this topic while no agreement has been reached. This paper tries to explain Weber's hypothesis by Marx's theory of capital origin, which can be explained that the landlord economy caused by China's federal society under centralism leads to the result that the commodity of labor cannot exist in that environment.

Findings

The answer from Marxist economics has not only solved an enormous theoretical problem, but also it has vital practical significance. It easily clarifies the fact that the commodity of labor in full sense still cannot emerge in China nowadays, which is an important reason causing China to enter the New Normal and New Era.

Originality/value

Therefore, it leaves China the only way of the socialist road with Chinese characteristics and revitalizing China's rural economy, which means China can only promote rural industrialization and urbanization under the principle of adhering to rural collective ownership, while implementing various forms of integrated agricultural and industrial business models based on local conditions.

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Article
Publication date: 9 January 2017

Haemoon Oh and Kawon Kim

This paper aims to review hospitality and tourism research on customer satisfaction (CS), service quality (SQ) and customer value (CV) published in several established…

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13523

Abstract

Purpose

This paper aims to review hospitality and tourism research on customer satisfaction (CS), service quality (SQ) and customer value (CV) published in several established hospitality and tourism journals over the past 15-16 years. A parallel review of research on the same topics published in several leading marketing journals is also conducted to show comparisons in research trends across the two different, but closely related, fields of study. By doing so, this paper aims to summarize lessons learned from previous research and provide suggestions for future research on the topics in the hospitality and tourism discipline.

Design/methodology/approach

This study reviewed 242 articles appearing in six selected hospitality and tourism journals and 71 articles in four business journals that were published on CS, SQ and CV over the period of 2000-2015. A comprehensive coding scheme was developed to sort each study by more than 50 criteria.

Findings

While research on these topics has grown constantly during the period in the hospitality and tourism field, it has declined in the general business discipline over the same period. Hospitality and tourism research relied heavily on cross-sectional data through a survey approach, whereas business studies used experimental designs more frequently. Research on CS has sustained both interest and productivity, but research on SQ and CV has dwindled over time. Another notable finding is that most studies are not grounded in strong theories, although CS studies tended to be more theory-embedded.

Practical implications

This study provides many useful insights into the research practice and trends of related research and suggestions for future research, especially for hospitality and tourism researchers.

Originality/value

This study provides an unprecedented, comprehensive review of theories, methods, discussion points, implications, limitations and conclusions of studies on CS, SQ and CV published in selected hospitality and tourism journals over the past 15 years.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 1
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 1 February 2021

Jong-Hyeong Kim

This paper aims to report that authenticity is a crucial factor in determining consumer behavior. To ensure that customers feel a sense of authenticity, service…

Abstract

Purpose

This paper aims to report that authenticity is a crucial factor in determining consumer behavior. To ensure that customers feel a sense of authenticity, service organizations and researchers must understand the factors that convey perceived authenticity. Therefore, this study uses multiple features of perceived service authenticity (i.e. continuity, consistency, uniqueness, talent, scarcity, honesty and traditional) and examines their effects on positive emotions in a traditional restaurant service context.

Design/methodology/approach

A total of 342 surveys were collected using a panel data service in China. This study examined the structural relationships among perceived service authenticity, positive emotions and revisit intention using AMOS. Additionally, a multigroup analysis was conducted to identify the moderating effect of individuals’ psychological traits (i.e. nostalgia proneness).

Findings

The results indicated that all service authenticity dimensions except continuity significantly enhance positive emotions. Furthermore, positive emotions significantly enhanced revisit intention. The results also revealed that nostalgia proneness moderates the effects of service authenticity on positive emotions.

Practical implications

The results provide important insights into how to increase customers’ perceived service authenticity and positive emotions.

Originality/value

This research is a pioneering effort to conceptualize a multiple-dimensional structure of the authenticity model and test its appropriateness in a traditional restaurant context. Furthermore, this study is one of the first attempts to develop an authenticity model that links service authenticity, positive emotions, revisit intention and the moderator of nostalgia proneness based on the Mehrabian and Russell model.

Details

Journal of Services Marketing, vol. 35 no. 5
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 28 September 2012

Sarah M. Coyne, Laura Stockdale and David A. Nelson

This review aims to examine how aggression is portrayed in the media and how it can influence behavior and attitudes regarding aggression.

Abstract

Purpose

This review aims to examine how aggression is portrayed in the media and how it can influence behavior and attitudes regarding aggression.

Design/methodology/approach

The authors reviewed the relevant literature and examined both physical and relational forms of aggression in multiple media forms (television, film, video games, music, books).

Findings

Across media types, evidence is found that both physical and relational aggression are portrayed frequently and in ways that may contribute to subsequent aggression. Furthermore, though there are studies finding no effect of exposure to media aggression, evidence is found that watching physical and relational aggression in the media can contribute to aggressive behavior. Prominent media aggression theories are reviewed and some of these theories are applied to relational aggression media effects.

Research limitations/implications

Researchers should no longer ignore relational aggression in terms of the media, in terms of content and associations with aggressive behavior. Researchers should also focus on understudied media forms, such as music and books.

Practical implications

Policy makers should take careful note of the research on media and aggression when deciding on public policy and clinicians should inquire about media habits when clients show problematic aggressive behavior (physical or relational).

Originality/value

This paper is a valuable source of information regarding current research on media and aggression. Unlike other reviews, it focuses on multiple types of aggression (physical and relational) and multiple media types (TV, movies, video games, music, and books).

Details

Journal of Aggression, Conflict and Peace Research, vol. 4 no. 4
Type: Research Article
ISSN: 1759-6599

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Article
Publication date: 18 July 2018

Joe Phua, Po-Lin Pan and Kuan-Ju Chen

Applying social identity theory, the social identity-brand equity model and excitation-transfer theory, the purpose of this paper is to examine effects of game outcome…

Abstract

Purpose

Applying social identity theory, the social identity-brand equity model and excitation-transfer theory, the purpose of this paper is to examine effects of game outcome (win/loss) and location (home/away) on sport fans’ brand attitude and purchase intention toward a brand endorsed by their favorite sport team on Facebook, as well as the mediating role of team identification.

Design/methodology/approach

A two (win/loss) by two (home/away) full-factorial between-subjects experiment was conducted during the US National Collegiate Athletic Association (NCAA) football season over a four-month period. Participants (n=338), who were Facebook users and fans of a NCAA division I football team, completed an online questionnaire assessing brand attitude and purchase intention toward a team-endorsed brand on Facebook, during weeks after the team: won a home game, lost a home game, won an away game, or lost an away game. Results were analyzed using analysis of variance and bootstrapping mediation methods.

Findings

Results revealed a significant main effect for game outcome (win/loss), and a significant interaction effect between game outcome (win/loss) and game location (home/away). Team identification also mediated between game outcome (win/loss) and game location (home/away) to influence brand attitude, but not purchase intention.

Originality/value

Implications for use of social networking site (SNS)-based brand endorsements as an integral part of brands’ advertising strategies were discussed. Specifically, brands utilizing SNSs to advertise to sport fans should highlight team endorsements, particularly after home game wins, and also target highly identified fans, to maximize positive SNS-based brand evaluations.

Details

Online Information Review, vol. 42 no. 4
Type: Research Article
ISSN: 1468-4527

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Article
Publication date: 11 May 2015

Peter Schofield and Peter Reeves

This paper aims to explain voter perceptions and voting behaviour in the 2010 UK General Election on the basis of this theory, by evaluating the differential impact of…

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2447

Abstract

Purpose

This paper aims to explain voter perceptions and voting behaviour in the 2010 UK General Election on the basis of this theory, by evaluating the differential impact of government performance on key political issues defined as hierarchical voter satisfaction factor types. The validity of the three-factor theory of satisfaction in explaining consumer decision-making for products and services is well-established.

Design/methodology/approach

British Election Survey (2010) data are used to test the relative influence of hierarchical voter satisfaction factor types in predicting the perceived overall performance of the former Labour government and actual voting behaviour. Sequential and multinomial logistic regression models are used in the perceived overall performance of the former Labour government and actual voting behaviour, respectively.

Findings

“Basic” factors explain more of the variance in perceived overall government performance and voting behaviour than “performance” factors. There are significant positive main and interaction effects on Conservative and Liberal Democrat party votes from Labour’s underperformance on the “basic” factors. The results have important implications for political marketing and voting behaviour research.

Originality/value

The study establishes the relevance of the three-factor theory of satisfaction within a political marketing context. It demonstrates that, controlling for party loyalty, perceived government performance on the hierarchical voter satisfaction factors explains voter perceptions and voting behaviour to a significant degree. In particular, it highlights the criticality for voting behaviour of both the direct and indirect impacts of “basic” factor underperformance.

Details

European Journal of Marketing, vol. 49 no. 5/6
Type: Research Article
ISSN: 0309-0566

Keywords

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