scholarly journals Exploring the Role of Service Delivery in Remarkable Tourism Experiences

2019 ◽  
Vol 11 (5) ◽  
pp. 1382 ◽  
Author(s):  
Dalilis Escobar Rivera ◽  
Marti Casadesús Fa ◽  
Paulo Alexandre Costa Araújo Sampaio ◽  
Alexandra Simon Villar
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Structural Equation ◽  
Measurement Scale ◽  
Equation Modeling ◽  
Survey Method ◽  
Frontline Employees ◽  
Service Experience ◽  
Service Staff ◽  
The Impact

The purpose of the article is to analyze through a service-experience framework the consequences and contingency factors of Service Delivery (SD) in Remarkable Tourism Experiences (RTE) and explore to what extent these factors interact to evoke delight behaviors in customers. The proposal was validated with empirical data from 284 tourists collected through survey method on remarkable experiences in hotels and restaurants. Both an exploratory and a confirmatory analysis were developed using structural equation modeling (SEM). The result highlights to what extent SD components identified (service staff, service availability, and customer service interaction) affect RTE and aid to evoke CD in tourists with high-quality memories. The service-experience model goes beyond the frontline employees with a service-oriented perspective to better understand the emerging factors that provide happiness in customers. The organizational staff is the most important component influencing a customer’s happiness and love feelings. The empirical findings support a model and measurement scale that allows analysis of the impact of SD component statements about customer delight (CD). The study shows the antecedents and interactions among SD emergent factors in RTE, specifically regarding CD behavior. The model proposed in this study links SD components and basic emotions and has important practical implications.

The Role of Career Self-Efficacy on the Effect of Parental Career Behaviors on Career Exploration: A Study on School of Tourism and Hotel Management’ Students

2016 ◽  
Vol 3 (1) ◽  
pp. 143 ◽  
Author(s):  
Selahattin Kanten ◽  
Pelin Kanten ◽  
Murat Yeşiltaş
Keyword(s):  
Undergraduate Students ◽  
Self Efficacy ◽  
Structural Equation ◽  
Career Exploration ◽  
Equation Modeling ◽  
Survey Method ◽  
Hotel Management ◽  
Mediating Role ◽  
The Impact

This study aims to investigate the impact of parental career behaviors on undergraduate student’s career exploration and the mediating role of career self-efficacy. In the literature it is suggested that some social and individual factors facilitate students’ career exploration. Therefore, parental career behaviors and career self-efficacy is considered as predictors of student’s career exploration attitudes within the scope of the study. In this respect, data which are collected from 405 undergraduate students having an education on tourism and hotel management field by the survey method are analyzed by using the structural equation modeling. The results of the study indicate that parental career behaviors which are addressed support; interference and lack of engagement have a significant effect on student’s career exploration behaviors such as intended-systematic exploration, environment exploration and self-exploration. In addition, it has been found that one of the dimensions of parental career behaviors addressed as a lack of engagement has a significant effect on career self-efficacy levels of students. However, research results indicate that student’s career self-efficacy has a significant effect on only the self-exploration dimension. On the other hand, career self-efficacy has a partial mediating role between lack of engagement attitudes of parents and career exploration behaviors of students.

scholarly journals The Influence of Leadership Style, Competency and Compensation on Employee Performance and Its Impact on Organizational Performance in Kementerian Pertanian

FOCUS ◽  
2020 ◽  
Vol 1 (1) ◽  
pp. 28-42
Author(s):  
Sugito Efendi ◽  
Suwardi Suwardi
Keyword(s):  
Organizational Performance ◽  
Leadership Style ◽  
Structural Equation ◽  
Research Method ◽  
Quantitative Methods ◽  
Employee Performance ◽  
Equation Modeling ◽  
Survey Method ◽  
Directorate General ◽  
The Impact

This study aims to analyze the influence of leadership style, competence, compensation on employee performance and the impact on organizational performance on the employees of the Directorate General of Agricultural Infrastructure and Facilities. This study used a survey method by distributing questionnaires to employees of the Directorate General of Agricultural Infrastructure and Facilities. As the respondent. This research method uses quantitative methods with technical analysis of Structural Equation Modeling (SEM) with the AMOS version 22 application. The research sample used in this study were 158 respondents. The results showed that leadership style, competence and compensation directly had a positive and significant effect on employee performance. Leadership style, competence and compensation directly have a positive and significant effect on organizational performance. Leadership style, competence and compensation indirectly have a positive and significant effect on organizational performance through employee performance.

Evaluation of knowledge management practices - a leather industry context

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Srinivasan P.
Keyword(s):  
Knowledge Management ◽  
Structural Equation Modeling ◽  
Organizational Performance ◽  
Structural Equation ◽  
Influential Factor ◽  
Equation Modeling ◽  
Survey Method ◽  
Leather Industry ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to analyze the impact of knowledge management (KM) in terms of organizational performance using structural equation modeling. To enhance organizational performance, KM is used as a powerful strategic tool. The factors such as management commitment, leadership and organizational culture are the KM enabler’s conditions, and the step processes of KM are knowledge capture, creation, organizing/storing and transfer, and through this, KM is analyzed on organizational performance in the context of leathers manufacturing company. This study constructs with questionnaire consist of 34 variables. Design/methodology/approach There are about 101 samples that were collected through the questionnaire survey method in the leather companies in Ranipet. The data were collected from executives and associates in the leather companies. Data were analyzed using the SPSS tool and SMART PLS tool used for framing a research model and the hypothesized relationships were tested through partial least squares structural equation modeling technique. Findings The finding of this study is mandatory to implement a structured KM practice in the leather companies. Application of KM is quite an impact on organizational performance, which leads to profitability and productivity. Originality/value This is the first paper to empirically investigate the KM enablers, process and support for the role of KM practices at leather industry. Further, the positioning of KM practices as a strategic competitive tool can be considered as an influential factor to organizational performance.

scholarly journals PENGARUH PERSEPSI PEGAWAI MENGENAI OUTSOURCING TERHADAP KEPUASAN KERJA DAN TURNOVER INTENTION

2016 ◽  
Vol 8 (2) ◽  
pp. 115
Author(s):  
Retno Sari Murtiningsih
Keyword(s):  
Job Satisfaction ◽  
Human Resource ◽  
Turnover Intention ◽  
Structural Equation ◽  
Sampling Technique ◽  
Primary Data ◽  
Equation Modeling ◽  
Survey Method ◽  
Increase Productivity ◽  
The Impact

<p>The Background of this research was the trend of companies’ outsourcing human resource (expertise and specialists) to accomplish tasks more cheaply and efficiently to increase productivity. The objective of this research was to find out the impact of employees’ perception of outsourcing human resource on their job satisfaction and turnover intention. To achieve this objective the quantitative research has been done by using explanatory survey method. The design of this research applies quantitative approach. The samples for the study consisted of 115 human resource division employees of three Banks in Jakarta. The primary data in this research was obtained by using closed ended questionnaires. Non probability sampling method with the convenience sampling technique was employed to select the sample. Data analysis used in this research was Structural Equation Modeling (SEM). The result of this research concludes that employees’ positive perception of outsourcing human resource increases their job satisfaction and decreases their turnover intention whereas negative perception of outsourcing human resource decreases job satisfaction and subsequently increases turnover intention. Based on the result of the research, it is important that a company outsource human resource to increase productivity.</p>

scholarly journals Effect of Web atmospherics and satisfaction on purchase behavior: stimulus–organism–response model

2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Abbas N. Albarq
Keyword(s):  
Data Collection ◽  
Purchase Intention ◽  
Structural Equation ◽  
Developing Economies ◽  
Capital City ◽  
Purchase Behavior ◽  
Primary Data ◽  
Equation Modeling ◽  
Survey Method ◽  
The Impact

AbstractThe effect of Web atmospheric clues on the purchase intention of Jordanian shoppers has been evaluated in this study, along with the interventions of Website gratification. The primary data collection for testing the research model via a survey method has been performed from Jordan's capital city, namely Amman. The tenure of data collection from Amman is from July to January 2020. The Structural Equation Modeling method was used to analyze the data with AMOS 22.0 software. Convergent and discriminatory legitimacy of the measurement model has been estimated with the use of confirmatory factor analysis. The satisfaction component effectively negotiates the impact of Website clues on the intent of purchase. Moreover, the purchase intention is a consequent effect of the satisfaction caused by these preliminary factors. The e-retailers and marketers of Jordan are able to interpret the influence of multiple stimulating factors on the satisfaction gained from Web-related services with the help of the outcomes of this study. It is the prerogative of online retailers to ensure the delivery of the strongest atmospheric clues impacting the Website satisfaction to the shoppers. In the context of Jordanians, this study establishes that Web managers should designate a higher number of resources to the clues that enhance the excitement value of the atmospherics of Web portals. This study boosts the knowledge of the researchers having academic interest and practical inclination toward the aspects of developing economies and adds to their current level of knowledge regarding e-retailing and online buying behavior.

scholarly journals Narcissistic Leadership and Workplace Deviance: A Moderated Mediation Model of Organizational Aggression and Workplace Hostility

Organizacija ◽  
2021 ◽  
Vol 54 (4) ◽  
pp. 334-349
Author(s):  
Hussein Hurajah Alhasnawi ◽  
Ali Abdulhassan Abbas
Keyword(s):  
Structural Equation ◽  
Moderated Mediation ◽  
Workplace Deviance ◽  
Equation Modeling ◽  
Survey Method ◽  
Mediation Model ◽  
Moderated Mediation Model ◽  
The Impact ◽  
The Relationship ◽  
Workplace Hostility

Abstract Background: Workplace Deviance are among the most common phenomena observed in organizations. This might be attributed to narcissistic style of leadership and the manifestations of organizational aggression. It is further aggravated by increased workplace hostility. The main purpose of this research is to observe the impact of moderated mediation of organizational aggression and workplace hostility upon the relationship between narcissistic leadership and workplace deviance. Methodology: A cross-sectional investigation was conducted using self-survey method. With 673 participants in the study, the author used an electronic questionnaire (Google Forms) to collect data from employees working at five food product companies in Iraq. Mediation model, moderation analysis, and moderated mediation models were evaluated using Structural Equation Modeling (SEM) for which AMOS V.23 software was used. Results inferred that organizational aggression partially mediates a positive relationship between narcissistic leadership and workplace deviance. Further, the relationship between organizational aggression and workplace deviance depends on the changes in level of workplace hostility. Moreover, the study empirically supports the fundamentals of moderated mediation model. In other terms, the study infers that indirect effect of narcissistic leadership in workplace deviance through organizational aggression has been significantly moderated by workplace hostility. Conclusion: When leaders adopt narcissistic behaviors to achieve their personal interests, it leads to increased organizational aggression and workplace deviance that eventually increase the levels of workplace hostility. Accordingly, moderated mediation model provides a better understanding about how narcissistic leadership, organizational aggression, and workplace hostility all work together to influence workplace deviance.

Exploring key factors influencing customer behavioral intention in robot restaurants

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xinhua Guan ◽  
Jinhong Gong ◽  
Mingjie Li ◽  
Tzung-Cheng Huan
Keyword(s):  
Service Delivery ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Negative Attitude ◽  
Individual Characteristics ◽  
Service Robots ◽  
Equation Modeling ◽  
Content Type ◽  
The Impact

Purpose The purpose of this study is to explore the impact of the robot restaurant servicescape and robot service competence (RSC) on customers’ behavioral intentions and to analyze the mediating role of hedonic value (HV) and utilitarian value (UV) in these relationships and the moderating role of individual characteristics. Design/methodology/approach This research involves seven constructs to be measured, namely, servicescape, RSC, negative attitude toward robots (NAR), openness to change (OC), HV, UV and behavioral intention. This research selects Foodom robot restaurants, located in Shunde and Guangzhou of China, as the research site, and the research objects are customers having dinner in the restaurant. A total of 485 valid data was collected. Structural equation modeling was used to analyze the data, verify the proposed research model, and test the research hypotheses. Findings The study finds that servicescape and RSC improve customer behavioral intention. Additionally, HV and UV mediate the influence of servicescape and RSC on customer behavioral intention. Moreover, OC negatively moderates the influence of servicescape on UV and that a NAR negatively moderates the influence of RSC on HV. Originality/value Through carefully design of servicescape and the improvement in service capabilities of robots, the original service delivery dominated by frontline service personnel can be transformed into service delivery dominated by service robots, which is conductive to providing a pleasant and unforgettable experience for customers.

Influence of the Dimension of Service Quality on Customer Satisfaction and Its Impact on Customer Loyalty PT Sun Life Financial Indonesia in Jakarta

FOCUS ◽  
2021 ◽  
Vol 2 (1) ◽  
pp. 38-47
Author(s):  
Suharyono Suharyono ◽  
Dini Setyo Azani
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Research Method ◽  
Quantitative Research ◽  
Equation Modeling ◽  
Survey Method ◽  
Quality Dimension

This study analyzes the quality dimension of customer service at PT Sun Life Financial Indonesia on customer satisfaction and its impact on customer loyalty. This study uses a survey method by disseminating questionnaires to customers in PT Sun Life Financial Indonesia as the respondent. Quantitative research method using technical analysis structural equation modeling (SEM) with application AMOS 22. The study used samples from 155 respondents. The results showed that the quality dimension of services such as responsiveness, assurance, empathy, and reliability has a positive and significant effect on customer satisfaction and has a positive and significant impact on customer loyalty.

Impacts of user interactions on trust development in C2C social commerce

2019 ◽  
Vol 30 (1) ◽  
pp. 335-356 ◽  
Author(s):  
Wilson K.S. Leung ◽  
Si Shi ◽  
Wing S. Chow
Keyword(s):  
Structural Equation ◽  
Empirical Support ◽  
Equation Modeling ◽  
Survey Method ◽  
Social Commerce ◽  
Content Type ◽  
Trust Development ◽  
Shopping Experience ◽  
The Impact ◽  
Contextual Moderators

Purpose The purpose of this paper is to understand the effect of two types of reciprocity (restricted reciprocity and generalized reciprocity) on customers’ trust in social commerce (s-commerce) and trust performance (purchase intention and word-of-mouth intention). Furthermore, this study examines how individual and contextual moderators (personal shopping experience and community shared language) could impact the trust development process. Design/methodology/approach This study adopted a survey method and obtained data from 287 users in a customer-to-customer (C2C) s-commerce platform. Structural equation modeling was used to examine the research hypotheses. Findings The results demonstrate that two types of reciprocity positively affect trust in s-commerce. Customers’ trust performance is significantly affected by trust in s-commerce. Additionally, shopping experience in s-commerce is found to positively moderate the relationship between restricted reciprocity and trust in s-commerce. Research limitations/implications The findings help to understand the nature and role of reciprocity in influencing trust and trust-related behaviors in the context of C2C s-commerce. The research also helps to explore the individual and contextual moderators that impact the effect of reciprocity on trust development. Practical implications The results offer a comprehensive view of trust building strategies for s-commerce practitioners, including shoppers, vendors and managers of s-commerce platforms. Originality/value This study is among the first few research studies that offers a theory-based conceptualization of reciprocity in C2C s-commerce and provides empirical support for the impact of reciprocity on customers’ trust in C2C s-commerce. In addition, this study devises a broader view of reciprocity based on restricted and generalized exchange principle to represent the interaction of vendor–shopper and shopper–shopper, respectively.

Can “bad” stressors spark “good” behaviors in frontline employees? Incorporating motivation and emotion

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jiaxin (Sylvia) Wang ◽  
Xiaoxiao Fu ◽  
Youcheng Wang
Keyword(s):  
Intrinsic Motivation ◽  
Structural Equation ◽  
Positive Emotions ◽  
Hospitality Industry ◽  
Boundary Spanning ◽  
Equation Modeling ◽  
Frontline Employees ◽  
Content Type ◽  
Management Intervention ◽  
The Impact

Purpose This study aims to investigate the antecedents of frontline employees’ boundary-spanning behaviors in the hospitality industry. Anchored in transactional stress theory, affective events theory and motivation theories, a conceptual model was built to explore the impacts of hindrance stressors on boundary-spanning behavior. Design/methodology/approach Data were collected from frontline employees in the hospitality industry in the USA. Confirmatory factor analysis and structural equation modeling were used. Findings The findings revealed that despite hindrance stressors’ negative indirect impact on frontline employees’ boundary-spanning behaviors, intrinsic motivation worked effectively to reduce hindrance stress and influence subsequent emotions leading to boundary-spanning behaviors. Practical implications This study provides substantial and detailed strategies for hospitality practitioners who are pressed to alleviate the hindrance stressors from which frontline employees frequently suffer, foster employees’ positive emotions and ease negative emotions while promoting boundary-spanning behaviors. Cultivation of employees’ intrinsic motivation and emotional management is encouraged, as is effective organizational structure and management intervention. All of these are deemed helpful in buffering employees’ work-related stress while motivating them to go above and beyond their nominal duties. Originality/value Very few studies have examined how “bad” hindrance stressors affect boundary-spanning behaviors. Rather than suggesting that hindrance stressors are relevant only to counterproductive behaviors, this study extends both the stress and boundary-spanning literature by uncovering the impact of hindrance stressors on frontline employees’ boundary-spanning behaviors while accounting for the roles of workers’ motivation and emotion.

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