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Open Access
Article
Publication date: 30 January 2024

Diego Monferrer Tirado, Miguel Angel Moliner Tena and Marta Estrada

This study aims to examine the co-creation of customer experiences at different levels in service ecosystems, analyzing the case of a tourist destination.

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Abstract

Purpose

This study aims to examine the co-creation of customer experiences at different levels in service ecosystems, analyzing the case of a tourist destination.

Design/methodology/approach

A questionnaire was designed based on previously validated scales. The questionnaire was distributed through the social media platforms Facebook and Instagram. The survey yielded 1,476 valid responses for three types of destinations. Structural equation modeling and multigroup analysis were performed to test the hypotheses.

Findings

Aggregate service experience and memorable customer experience (MCE) in service ecosystems are determined by customer experiences at a dyadic level. Service experience at the ecosystem level is formed from ordinary experiences at the actor level, while MCE is formed from extraordinary experiences at the dyadic level. The type of ecosystem moderates the relationships between the variables but does not alter the importance of each of them.

Originality/value

The relationship between the co-creation of customer experiences at different levels of service ecosystems (dyadic vs aggregate) is addressed. A relationship is established between the ordinary and extraordinary character of experiences and their memorability at the ecosystem level.

Details

Journal of Services Marketing, vol. 38 no. 10
Type: Research Article
ISSN: 0887-6045

Keywords

Open Access
Article
Publication date: 28 December 2023

Anna Młynkowiak-Stawarz, Robert Bęben and Zuzanna Kraus

The purpose of this paper is to present a model depicting the relationship between the behavioral intention of tourists in the conditions prevailing during a pandemic and other…

Abstract

Purpose

The purpose of this paper is to present a model depicting the relationship between the behavioral intention of tourists in the conditions prevailing during a pandemic and other variables.

Design/methodology/approach

In constructing the research procedure, two measurements of tourist behavioral intention were taken into account, which were taken far apart in time. In verifying the developed model, the results of surveys of 1,615 people carried out in June 2021 and 917 people carried out in December 2021 were considered.

Findings

As a result of the habituation process, tourists show greater acceptance of the restrictions.

Practical implications

Information on the basis of which companies make management decisions plays a significant role in the creation of company value. In the tourism sector, the information concerns primarily consumer behavior.

Originality/value

Changes over time in risk perception, health protection motivation, and reactance due to perceived pandemic-related restrictions were taken into account in the context of behavioral intention towards tourism.

Details

Central European Management Journal, vol. 32 no. 1
Type: Research Article
ISSN: 2658-0845

Keywords

Open Access
Article
Publication date: 25 April 2024

Adrián Mendieta-Aragón, Julio Navío-Marco and Teresa Garín-Muñoz

Radical changes in consumer habits induced by the coronavirus disease (COVID-19) pandemic suggest that the usual demand forecasting techniques based on historical series are…

Abstract

Purpose

Radical changes in consumer habits induced by the coronavirus disease (COVID-19) pandemic suggest that the usual demand forecasting techniques based on historical series are questionable. This is particularly true for hospitality demand, which has been dramatically affected by the pandemic. Accordingly, we investigate the suitability of tourists’ activity on Twitter as a predictor of hospitality demand in the Way of Saint James – an important pilgrimage tourism destination.

Design/methodology/approach

This study compares the predictive performance of the seasonal autoregressive integrated moving average (SARIMA) time-series model with that of the SARIMA with an exogenous variables (SARIMAX) model to forecast hotel tourism demand. For this, 110,456 tweets posted on Twitter between January 2018 and September 2022 are used as exogenous variables.

Findings

The results confirm that the predictions of traditional time-series models for tourist demand can be significantly improved by including tourist activity on Twitter. Twitter data could be an effective tool for improving the forecasting accuracy of tourism demand in real-time, which has relevant implications for tourism management. This study also provides a better understanding of tourists’ digital footprints in pilgrimage tourism.

Originality/value

This study contributes to the scarce literature on the digitalisation of pilgrimage tourism and forecasting hotel demand using a new methodological framework based on Twitter user-generated content. This can enable hospitality industry practitioners to convert social media data into relevant information for hospitality management.

研究目的

2019冠狀病毒病引致消費者習慣有根本的改變; 這些改變顯示,根據歷史序列而運作的慣常需求預測技巧未必是正確的。這不確性尤以受到大流行極大影響的酒店服務需求為甚。因此,我們擬探討、若把在推特網站上的旅遊活動視為聖雅各之路 (一個重要的朝聖旅遊聖地) 酒店服務需求的預測器,這會否是合適的呢?

研究設計/方法/理念

本研究比較 SARIMA 時間序列模型與附有外生變數 (SARIMAX)模型兩者在預測旅遊及酒店服務需求方面的表現。為此,研究人員收集在推特網站上發佈的資訊,作為外生變數進行研究。這個樣本涵蓋於2018年1月至2022年9月期間110,456個發佈資訊。

研究結果

研究結果確認了傳統的時間序列模型,若涵蓋推特網站上的旅遊活動,則其對旅遊需求方面的預測會得到顯著的改善。推特網站的數據,就改善預測實時旅遊需求的準確度,或許可成為有效的工具; 而這發現對旅遊管理會有一定的意義。本研究亦讓我們進一步瞭解朝聖旅遊方面旅客的數碼足跡。

研究的原創性

現存文獻甚少探討朝聖旅遊的數字化,而本研究不但在這方面充實了有關的文獻,還使用了一個根據推特網站上使用者原創內容嶄新的方法框架,進行分析和探討。這會幫助酒店從業人員把社交媒體數據轉變為可供酒店管理之用的合宜資訊。

Details

European Journal of Management and Business Economics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2444-8451

Keywords

Open Access
Article
Publication date: 19 February 2024

Aziean Jamin, Gbolahan Gbadamosi and Svetla Stoyanova-Bozhkova

This paper reviews the literature on disability inclusion (DI) in supply and demand chains of hospitality and tourism (H&T) organisations. The purpose of this study is to assess…

Abstract

Purpose

This paper reviews the literature on disability inclusion (DI) in supply and demand chains of hospitality and tourism (H&T) organisations. The purpose of this study is to assess disability support and interventions within H&T organisations. Through the assessment, we identified gaps to recommend H&T scholars’ and practitioners’ knowledge of DI from new perspectives.

Design/methodology/approach

An integrative review was conducted to examine the published evidence on DI in H&T organisations. This study used high-ranking H&T journals from the Scopus and Web of Science databases between 2001 and 2023. In total, 101 empirical papers met the criteria for the review analysis.

Findings

DI focuses heavily on customer disabilities, with scant research on DI in H&T employment. The review emphasises the critical need for empirical research into the varied disability employment ecosystem within H&T organisations, focusing on social integration for inclusive workplaces.

Originality/value

This study contributes to the H&T literature, which previously overlooked the disability context in diversity. The research offers strategies for creating inclusive environments in the H&T industry for disabled consumers and producers.

Details

International Journal of Contemporary Hospitality Management, vol. 36 no. 13
Type: Research Article
ISSN: 0959-6119

Keywords

Open Access
Article
Publication date: 17 April 2024

Ahmed Hanafi Mokhtar

This study aims to introduce the design and the design process for an innovative sanitary fixture to be used in public facilities for the purpose of ablution. This purpose-made…

Abstract

Purpose

This study aims to introduce the design and the design process for an innovative sanitary fixture to be used in public facilities for the purpose of ablution. This purpose-made fixture is needed to support the hygienic, safe and comfortable performance of this essential function in public facilities in many parts of the world. The study also clarifies the need for this function and critically reviews current designs to address it.

Design/methodology/approach

The study started by critically reviewing the standard built-in models for ablution. It also identified and analyzed new approaches to designing standalone ablution fixtures. The study then specified the characteristics of a better ablution fixture and involved drafting a design based on these characteristics, making a wooden prototype to test the design and receiving users’ feedback. The design was adjusted and tested again for more feedback. Finally, the study resulted in the development of a final design. It used digital fabrication to create the design prototype with improved aesthetics, tested it again and received user feedback.

Findings

A survey of users showed that they found the innovative fixture more comfortable and safer than the commonly used built-in models. The main concern was the potential for water to splash on clothes from the high faucet.

Originality/value

In addition to showing an innovative design for a purpose-made sanitary fixture for ablution, the study makes the reader aware of the various challenges of providing a hygienic, safe and comfortable facility for users to perform this function. This is very useful for the many designers and facility managers who deal with the issue.

Details

Facilities , vol. 42 no. 15/16
Type: Research Article
ISSN: 0263-2772

Keywords

Open Access
Article
Publication date: 29 April 2024

Aryaning Arya Kresna, Pamerdi Giri Wiloso, Wilson Therik and Willi Toisuta

The paper aims is to see why social conflict caused by class segregation did not occur in Gading Serpong? What factors prevent conflict from occurring? This research seeks to find…

Abstract

Purpose

The paper aims is to see why social conflict caused by class segregation did not occur in Gading Serpong? What factors prevent conflict from occurring? This research seeks to find the causes of the nonoccurrence of social conflict due to class segregation in the Gading Serpong cluster area and explore the factors that restrain conflict there.

Design/methodology/approach

This research is qualitative research with data collection techniques through in-depth interviews with several parties identified as brokerages in the research object area. In this context, one of the media and analytical tools is to recognize agents or brokers who connect two groups of people. Brokerage occurs in sectors, patterns or forms of informal, personal relationships; to understand it, one must pay close attention to micro-level relationships and social psychological processes. However, brokerage can have a significant impact on macro-level social relations, as it is generally associated with social integration processes.

Findings

The lack of involvement of developers in overcoming social conflicts that occur between Gading Serpong natives and migrants in Gading Serpong housing has given rise to new actors. These new actors are what we can call brokers, where they have a role as brokers who are able to connect between migrants and natives in the Gading Serpong area. The broker phenomenon is actually familiar in academia, where in practice the broker acts as someone who is able to find solutions to problems. The broker is the reason even social segregation is created between migrant citizens and native citizens in Gading Serpong but never becomes a conflict between them.

Research limitations/implications

Even if the brokerage phenomenon is the reason why there is no conflict over social segregation brokerage is not the only factor in this nonconflict segregation. Therefore, to cover the larger area of these suburban segregation problems, there must be further research on this topic.

Practical implications

The practical implication of this research is to encourage the housing developers that create urban housing, such as clusters or other gated communities, to evaluate the social factors, such as potential segregation and conflict management. Also to encourage the developers to get involved and create some social engineering systems, like brokerage, market and other social agents, to create some nonconflict segregation or even more inclusive communities.

Originality/value

This research is uncovering the main reason why social segregation between migrant and native people in Gading Serpong, which could potentially lead to conflict, is never a conflict. The main reason is social actors like brokerage.

Details

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

Keywords

Open Access
Article
Publication date: 12 March 2024

Ákos Nagy and Noémi Krátki

This study aims to explore the ways that social enterprises (SE) create value by embedding themselves in networks through the process of social innovation (SI). The processes of…

Abstract

Purpose

This study aims to explore the ways that social enterprises (SE) create value by embedding themselves in networks through the process of social innovation (SI). The processes of achieving common social missions were studied through selected organizations using an open approach to SI. Novel operational structures as well as unique forms of created value were explored.

Design/methodology/approach

Two organizations embedded in local and international networks were studied and were chosen due to their SI profiles. The study was based on qualitative exploratory research. In-depth analysis was conducted through interviews, open discussions, document analysis as well as personal observation to understand the dynamic interrelatedness of the main factors influencing success of SI ventures.

Findings

This paper identified the role of SI in SEs embedded in networks. Furthermore, the social value creation processes of these organizations as well as the value they create were explored. Based on the findings, SI is rooted in the personality of the included members of the network. The tools of collaboration are platforms that connect the network members to each other. The embedded organizations apply the concept of community sharing with the aim of social value creation.

Research limitations/implications

By focusing mainly on system design principles, the sample consists of mainly those at the core of organizations in facilitator roles, leaving peripheral actor perceptions to be determined by secondhand observations.

Originality/value

While providing a general summary of factors influencing SI activities from extent literature, the paper mainly contributes by providing deeper insight into complex models of SI practices used by SEs. The paper further contributes to popularizing the growing role of SI activities in SEs.

Details

Social Enterprise Journal, vol. 20 no. 3
Type: Research Article
ISSN: 1750-8614

Keywords

Open Access
Article
Publication date: 28 November 2023

Bob Ssekiziyivu, Vincent Bagire, Muhammed Ngoma, Gideon Nkurunziza, Ernest Abaho and Bashir Hassan

The purpose of this study was to explore how transport companies in Uganda execute strategies in a turbulent business environment.

Abstract

Purpose

The purpose of this study was to explore how transport companies in Uganda execute strategies in a turbulent business environment.

Design/methodology/approach

The study adopted an exploratory qualitative methodology using the data collected through an open-ended instrument. Utilizing the qualitative data analysis software QSR NVivo9, the data were analyzed following the Gioia's methodology. Verbatim texts were used to explain the emergent themes.

Findings

The study's findings show that to successfully execute strategies, companies in Uganda communicate, coordinate and put control systems in their operations. The activities undertaken include customer care, timely settlement of complaints, comfortable seats, playing local music, partnerships with reliable fuel stations, setting up strategic offices, cost management, use of experienced drivers, sub-renting vehicles and inspections.

Originality/value

The study produces a pioneering result of how transport companies execute strategies in a turbulent business environment, an aspect that has not been adequately highlighted in previous studies.

Details

Journal of Work-Applied Management, vol. 16 no. 1
Type: Research Article
ISSN: 2205-2062

Keywords

Open Access
Article
Publication date: 15 December 2023

Nicola Castellano, Roberto Del Gobbo and Lorenzo Leto

The concept of productivity is central to performance management and decision-making, although it is complex and multifaceted. This paper aims to describe a methodology based on…

Abstract

Purpose

The concept of productivity is central to performance management and decision-making, although it is complex and multifaceted. This paper aims to describe a methodology based on the use of Big Data in a cluster analysis combined with a data envelopment analysis (DEA) that provides accurate and reliable productivity measures in a large network of retailers.

Design/methodology/approach

The methodology is described using a case study of a leading kitchen furniture producer. More specifically, Big Data is used in a two-step analysis prior to the DEA to automatically cluster a large number of retailers into groups that are homogeneous in terms of structural and environmental factors and assess a within-the-group level of productivity of the retailers.

Findings

The proposed methodology helps reduce the heterogeneity among the units analysed, which is a major concern in DEA applications. The data-driven factorial and clustering technique allows for maximum within-group homogeneity and between-group heterogeneity by reducing subjective bias and dimensionality, which is embedded with the use of Big Data.

Practical implications

The use of Big Data in clustering applied to productivity analysis can provide managers with data-driven information about the structural and socio-economic characteristics of retailers' catchment areas, which is important in establishing potential productivity performance and optimizing resource allocation. The improved productivity indexes enable the setting of targets that are coherent with retailers' potential, which increases motivation and commitment.

Originality/value

This article proposes an innovative technique to enhance the accuracy of productivity measures through the use of Big Data clustering and DEA. To the best of the authors’ knowledge, no attempts have been made to benefit from the use of Big Data in the literature on retail store productivity.

Details

International Journal of Productivity and Performance Management, vol. 73 no. 11
Type: Research Article
ISSN: 1741-0401

Keywords

Open Access
Article
Publication date: 1 January 2024

Paola Maria Anna Paniccia, Gianpaolo Abatecola and Silvia Baiocco

How does the interaction between time and knowledge affect the evolution of organizations? Past research in organizational evolution has mostly investigated time and knowledge as…

Abstract

Purpose

How does the interaction between time and knowledge affect the evolution of organizations? Past research in organizational evolution has mostly investigated time and knowledge as two separate variables. In contrast, theoretical perspectives integrating these variables are still seemingly scant. The authors believe that filling this literature gap needs attention. Thus, this study aims to contribute by developing a conceptual framework.

Design/methodology/approach

This is a conceptual study. The framework is centred on the concept of “co-evolutionary time”, which the authors explain through a business example from the tourism industry. Supported by a narrative-based style, from a methodological point of view the framework is featured by the attempt to synthesize specific, extant literature into new theoretical development.

Findings

As its main theoretical contribution, the co-evolutionary time suggests how firms can adapt in a way that, from an evolutionary perspective, proves fitting both in terms of contents and methods, thus opening possibilities for new long-term social construction and reconstruction. As its main practical contribution, co-evolutionary time can constitute not only a temporary source of organizational success and competitive advantage but also an agent of enduring change and long-term business survival.

Originality/value

As its main novelty, the framework is developed through merging two literature streams. In particular, the authors first consider the literature about time, with a focus on its objective and subjective dimensions. The authors then consider the literature about organizational evolution, with a focus on the co-evolutionary nature of the firm/environment relationship.

Details

Journal of Knowledge Management, vol. 28 no. 11
Type: Research Article
ISSN: 1367-3270

Keywords

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