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The food industry is continuously developing its online services called food delivery applications (FDAs). This study aims to evaluate FDA's importance–performance and identify strategies to maximize its potential gains from a business partner's perspective.

Data are collected from 208 FDA partners in Indonesia. Importance–performance analysis (IPA) is applied to evaluate the FDA feature and extended the theory of potential gain in customer value (PGCV) to achieve potential gains from FDA business partners.

This study provides a clear and measurable direction for future research to develop FDA performance. Owning customer data, revenue sharing and competitive advantage are the most potential gains from joining the FDA from the business partner perspective.

The respondents are restaurants from the micro, small, and medium enterprises levels. Further research should involve middle to upper level restaurants to discover all business partners' perceptions. This will be very helpful for FDA providers interested in improving the best performance for all their partners.

FDA providers must focus on improving and maintaining the features of owning customer data, revenue sharing, competitive advantage, stable terms and conditions, customer interface, building customer loyalty, online presence, user credit rating, promotion and offers, delivery service and sales enhancement to increase consumer satisfaction and meet the expectations desired by business partners.

This research provides a meaningful theoretical foundation for future work. It extends the theory of PGCV using the value of a partner perspective as a substitute for customer value; hence, the authors call it a potential gain in partner value.

Many firms are investing in digital services to improve customer experiences. Virtual service agents, or “e-service agents” (“e-agents”) such as chatbots, are examples of these efforts. Chatbots are types of virtual-assistant software programs that interact with users through speech or text. This paper aims to investigate whether the perceived hedonic and utilitarian attributes of chatbots can influence customer satisfaction and, consequently, their relationships with brands.

Data were collected through a questionnaire-based survey among a sample of Italian consumers. A convenience sampling technique was used. Data were then analyzed through Partial Least Squares Structural Equation Modeling to provide a prediction-oriented model assessment. The findings were then complemented with an importance–performance map analysis (IPMA) to gain more detailed insights and actionable guidelines for managers.

The findings highlighted that the perceived hedonic and utilitarian attributes of chatbots positively influenced customer satisfaction and improved customer relationships with the brands. However, the IMPA highlighted that the performance levels of two most important attributes – system quality and experience with chatbot – could be improved resulting in additional improvements of customer satisfaction.

This study suggests the importance of firms’ investments in and adoption of e-agents to strengthen consumer–brand relationships and of considering both the hedonic and utilitarian attributes of their e-agents.

This article attempts to enrich and consolidate the growing body of literature concerning the impacts of new technologies – and, specifically, chatbots – in service marketing.

The purpose of this paper is to investigate the impact of customer-focus on small medium enterprise (SME) performance from the perspective of a resource-based view (RBV).

This research study implemented a survey strategy to gather data from 255 respondents on the registered list of Ghana Enterprise Agency (GEA) in the eastern region of Ghana. Scales used to gather data were operationalized from previous research studies. A structural equation modeling (SEM) path analysis was used to estimate the impact of customer-focus on the performance of SMEs.

The outcomes of this study indicate that customer-focus has a significant positive impact on SME performance, hence backing the current demand for investigating the distinct influence of customer-focus on SME performance. The results show that customer-focus has a positive and significant relationship with financial performance, customer performance, internal business process performance and learning and growth performance, thus supporting the literature on the positive impact of customer-focus on SME performance. Therefore, customer-focus determinants used in this study, including co-creation, networking ties, customer insight and artificial intelligence marketing (AIM), are critical to the optimization of SME performance.

Notwithstanding the importance of this research study mentioned earlier, the study has limitations. Notably, the sample size of this study can be increased to capture SME respondents in other geographical zones that were not included in this study. Future research studies may address how business environment conditions moderate the relationship between customer focus and performance, and also the cause-effect of the relationship between customer focus and business environment conditions on SME performance.

The practical implications consist of two main items. First, this study empowers SME owners and managers to develop a customer focus technique as a central strategic goal in their quest for SME performance optimization. Second, SME owners and managers should progressively exploit the four determinants of customer focus which include co-creation, networking ties, customer insight and (AIM in order to accrue important resources for effective utilization of their customer focus competences as a way to enhance their performance.

This study is targeted at the sound development of SMEs to bring about poverty alleviation and employment. Poverty, unemployment and poor living standards are recognized as vital social challenges in most emerging economies. The establishment of customer focus as an important strategic capability provides opportunities for SME survival, profitability and growth.

Generally, the findings of this research study provide a strong backing to RBV perspective and the proposition that customer-focus and its determinants (i.e. co-creation, networking ties, customer insight and AIM) should be acknowledged as a vital strategic resource for optimizing the performance of SMEs. This research study also provides new knowledge contribution to the present body of knowledge on customer-focus orientation and management literature, particularly in the context of an emerging economy.

The employer brand is a crucial intangible asset for companies as it enhances the employer–employee relationship, leading to improved employee performance and overall company outcomes. This paper aims to investigate the contribution of the employer brand to the financial results of companies in southern Europe.

The sample consists of 266 companies operating in southern European countries during the year 2020. Secondary data on employer brand attributes, assessed from the perspective of current employees, were collected from the Glassdoor platform. Financial indicators were obtained from the companies' annual financial reports. The research hypotheses were tested using regression analysis.

The results of the regression analysis support the notion that the employer brand contributes to profitability indicators and management effectiveness indicators of southern European companies. However, the study did not find evidence supporting the contribution of the employer brand to market indicators and financial structure indicators of the observed companies.

This study is one of the first empirical investigations to assess the role of the employer brand as a human capital tool for enhancing the financial performance of companies in southern Europe. The study examines employer brand attributes from the perspective of current employees, who actively participate in shaping the employer brand and the company's image. In contrast to prior research, this study incorporates a more extensive set of financial indicators, categorized into four groups: profitability indicators, management effectiveness indicators, market indicators and financial structure indicators.

Traditional payment systems based on cash and bank cards are being replaced by new innovative formats. This research analyzes the success factors in the adoption by customers of Bizum, a peer-to-peer (P2P) mobile payment system widely used in Spain. This study proposes a theoretical framework based on the Stimulus–Organism–Response (S-O-R) model and includes the analysis of the moderating effect of perceived risk and the mediating effect of perceived trust.

To achieve the proposed objectives, an online questionnaire was administered to 701 Spanish smartphone users, potential users of the proposed P2P payment systems.

The results show that perceived usefulness is the most important predictor of intention to use. Additionally, a medium predictive relevance performance of the proposed model is found.

This research contributes to a more holistic understanding of the adoption of P2P payment systems and provides new business opportunities that companies can exploit through the use of this technology.

以現金和銀行卡為基礎的傳統支付系統、正被嶄新而又富創意的模式取代。本研究擬分析驅使消費者使用Bizum的成功因素 (Bizum 是一個在西班牙得到廣泛使用的P2P移動支付系統) 。本研究以刺激-有機體-反應模型為基礎, 建議了一個概念框架;研究亦擬分析感知風險的調節作用, 以及感知信任的中介效應。

為達研究目標, 研究人員處理了701名西班牙智慧型手機使用者回答的網上問卷, 這些使用者是本研究提出的P2P支付系統的潛在用戶。

研究結果顯示、感知有用性是消費者會否使用P2P支付系統最重要的預測因素。研究結果亦顯示、本研究建議的概念框架的預測能力水平屬中等。

本研究使我們對驅使消費者使用P2P支付系統的因素更全面地了解;研究也使企業可透過使用這技術, 為自己創造新的商機。

This study aims to provide insight into the determinants of wellness tourism satisfaction, thereby taking a nonlinear approach regarding the relationships between attribute-level performance of wellness facility attributes, on the one hand, and wellness destination attributes, on the other hand, and global wellness tourist satisfaction. In addition, scores of impact range are calculated to reveal the potentially most determinant wellness facility and destination attributes.

This study uses data from a survey-based study conducted among 1,331 wellness tourists who have engaged in wellness tourism activities at one of 28 hotels with wellness offerings and 10 spas in Croatia. Impact-asymmetry analysis and impact-range analysis are used to quantify the potential of individual wellness attributes to generate satisfaction and dissatisfaction among wellness tourists and to perform a classification of wellness attributes according to the three-factor theory of customer satisfaction.

Operators of wellness tourism facilities, as well as managers of wellness destinations, must not make any compromises in quality levels because most wellness attributes have significantly higher potential to frustrate than please tourists. Basic factors such as cleanliness, punctuality or safety turned out to have the strongest influence on global satisfaction levels. Moreover, in line with previous research, wellness tourists have large expectations from destinations to have a preserved and beautiful nature, which is by far the most influential destination attribute. In addition to a safe environment and high-quality accommodation, wellness tourists further prefer rich cultural offerings.

To the best of the authors' knowledge, this is the first study to apply a nonlinear analysis approach to the quality–satisfaction relationship in a wellness tourism setting. Moreover, to the knowledge of the authors, this is the only study that used separate attribute models for wellness facilities, on the one hand, and wellness destinations, on the other hand, based on a nation-wide sample that covers multiple cases (i.e. multiple facilities and destinations).

本研究旨在深入了解养生旅游满意度的决定因素, 从而采用非线性方法来研究（i）养生设施属性和 （ii）养生目的地属性对国际养生游客满意度的关系。此外, 本文还计算了影响范围的分数, 以揭示潜在的最具决定性的养生设施和目的地属性。

本研究使用了基于对 1,331 名养生游客进行调查问卷的数据, 这些游客曾在克罗地亚 28 的酒店以及10个水疗中心进行了养生旅游活动。本文采用影响不对称分析（IAA）和影响范围分析（IRA）来量化个体养生属性在健康游客中产生满意度和不满意的潜力, 并根据顾客三因素满意度理论对健康属性进行分类。

养生旅游设施的运营商以及养生目的地的管理者不能在质量水平上做出任何妥协, 因为大多数养生属性很可能使游客感到沮丧, 而不是取悦游客。事实证明, 清洁、准时及安全等基本因素对全球满意度影响最大。此外, 根据之前的研究, 健康游客对目的地抱有很大的期望, 希望拥有保存完好且美丽的自然风光, 这是最具影响力的目的地属性。除了安全的环境和高品质的住宿外, 养生游客更看重丰富的文化产品。

这是第一项将非线性分析方法应用于养生旅游环境中的质量与满意度关系的研究。此外, 据作者所知, 这是唯一一项基于涵盖多个案例（即多个设施及目的地）的国家样本, 一方面对养生设施使用单独的属性模型, 另一方面对养生目的地使用单独的属性模型的研究。

Este estudio tiene como objetivo proporcionar información sobre los determinantes de la satisfacción del turismo de bienestar, adoptando así un enfoque no lineal con respecto a las relaciones entre el rendimiento a nivel de atributos de (i) atributos de instalaciones de bienestar, por un lado, y (ii) atributos de destino de bienestar, por otro lado, y la satisfacción del turista de bienestar global. Además, se calculan puntajes de rango de impacto para revelar las instalaciones de bienestar y los atributos de destino potencialmente más determinantes.

este estudio utiliza datos de un estudio basado en encuestas realizado entre 1,331 turistas de bienestar que participaron en actividades de turismo de bienestar en uno de los 28 hoteles con ofertas de bienestar y diez spas en Croacia. El análisis de asimetría de impacto (IAA) y el análisis de rango de impacto (IRA) se utilizan para cuantificar el potencial de los atributos de bienestar individuales para generar satisfacción e insatisfacción entre los turistas de bienestar y para realizar una clasificación de los atributos de bienestar de acuerdo con la teoría de los tres factores del cliente. satisfacción.

Los operadores de instalaciones de turismo de bienestar, así como los administradores de destinos de bienestar, no deben comprometer los niveles de calidad porque la mayoría de los atributos de bienestar tienen un potencial significativamente mayor para frustrar que para complacer a los turistas. Los factores básicos, como la limpieza, la puntualidad o la seguridad, resultaron ser los que más influyeron en los niveles de satisfacción global. En consecuencia, estos atributos no deben verse como fuentes potenciales de satisfacción y deleite del cliente, sino que deben otorgarse altos niveles de desempeño para evitar una fuerte insatisfacción. Además, en línea con investigaciones anteriores, los turistas de bienestar tienen grandes expectativas de que los destinos tengan una naturaleza preservada y hermosa, que es, con mucho, el atributo de destino más influyente. Además de un entorno seguro y un alojamiento de alta calidad, los turistas de bienestar prefieren una rica oferta cultural. Aplicando la teoría de los tres factores, una visión más matizada de la formación de la satisfacción del turista de bienestar mostró que estos atributos del destino tienen un potencial mucho mayor para crear una fuerte insatisfacción que satisfacción.

Este es el primer estudio que aplica un enfoque de análisis no lineal a la relación calidad-satisfacción en un entorno de turismo de bienestar. Además, según el conocimiento de los autores, este es el único estudio que utilizó modelos de atributos separados para instalaciones de bienestar, por un lado, y destinos de bienestar, por el otro, en base a una muestra nacional que cubre múltiples casos (es decir, múltiples instalaciones y destinos).

This research proposes to organise and distil this massive amount of data, making it easier to understand. Using data mining, machine learning techniques and visual approaches, researchers and managers can extract valuable insights (on guests' preferences) and convert them into strategic thinking based on exploration and predictive analysis. Consequently, this research aims to assist hotel managers in making informed decisions, thus improving the overall guest experience and increasing competitiveness.

This research employs natural language processing techniques, data visualisation proposals and machine learning methodologies to analyse unstructured guest service experience content. In particular, this research (1) applies data mining to evaluate the role and significance of critical terms and semantic structures in hotel assessments; (2) identifies salient tokens to depict guests' narratives based on term frequency and the information quantity they convey; and (3) tackles the challenge of managing extensive document repositories through automated identification of latent topics in reviews by using machine learning methods for semantic grouping and pattern visualisation.

This study’s findings (1) aim to identify critical features and topics that guests highlight during their hotel stays, (2) visually explore the relationships between these features and differences among diverse types of travellers through online hotel reviews and (3) determine predictive power. Their implications are crucial for the hospitality domain, as they provide real-time insights into guests' perceptions and business performance and are essential for making informed decisions and staying competitive.

This research seeks to minimise the cognitive processing costs of the enormous amount of content published by the user through a better organisation of hotel service reviews and their visualisation. Likewise, this research aims to propose a methodology and method available to tourism organisations to obtain truly useable knowledge in the design of the hotel offer and its value propositions.

This study aims to present the Chinese entrepreneurial environment and explore Chinese tertiary students’ online-startup motivation on live streaming platforms. Based on the COM-B behaviour changing theory, this paper discovers various influencing factors from environmental opportunity and personal capability aspects. It analyses their effects under the cooperative system established among official departments, industries and universities. Meanwhile, considering social and cultural control, it also refers to the uncertainty-avoidance dimension from the Hofstede cultural theory and re-evaluates its influence on Chinese tertiary students’ online-startup motivation.

The authors analyse 474 responses from online questionnaires through partial least squares path modelling and variance-based structural equation modelling. The paper claims that environmental opportunity and personal capability factors positively affect students’ online-startup motivation, but uncertainty-avoidance thinking plays a negative role. The study also measures the importance-performance map analysis to explore additional findings and discuss managerial implications.

Both platform support and official department support positively impact Chinese tertiary students’ online-startup motivation and entrepreneurial skills learned from universities are beneficial for them to build online-startup confidence. Meanwhile, influenced by the cooperative system implemented among official departments, industries and universities, official department support positively affects platform support and entrepreneurial skills. Conversely, influenced by Chinese traditional Confucian culture, uncertainty-avoidance thinking negatively affects tertiary students’ online-startup motivation.

This paper demonstrates the analysis of Chinese tertiary students’ online-startup motivation drawing on the COM-B behaviour changing and Hofstede cultural theories. Specifically, this study divides influencing factors into three specific aspects as follows: environmental opportunity, personal capability and social and cultural control. Unlike existing research applying traditional research models, the combination of the COM-B behaviour changing theory and the Hofstede cultural theory could be conducive to making the research model reflect influencing factors and present their different relationships.

This study investigates to what extent the values perceived by tourists throughout cultural tours impact their overall satisfaction levels and behavioral intentions related to the destination. This study further examines the moderating role of tour guide competency in the relationship patterns concerned.

Empirical data were collected via a survey from 420 foreign tourists who visited Cappadocia and participated in guided cultural tours. Partial least squares-structural equation modeling was used for data analysis.

Study results reveal that the effects of quality, emotional, monetary and social value perceptions of tourists gained through cultural tour experiences on their overall satisfaction levels and the effects of overall satisfaction on recommendation and revisit intention are positive and significant. Furthermore, the moderating role of tour guide competency is significant and positive in the relationships between quality value and satisfaction and between satisfaction and revisit intention.

This study offers a critical analysis of discoveries concerning the pivotal role of tour guide competency within the cultural tour experience.