Pub Date : 2022-07-18DOI: 10.1108/ijqss-09-2021-0131
Nursuhana Alauddin, S. Yamada
Purpose This paper aims to develop a total quality management (TQM) model based on the Deming prize criteria extracted from the Deming Prize. The proposed model is aligned with the school education context and deployed with the goal of achieving school excellence. Design/methodology/approach The model is developed based on a literature review in which key concepts for formulating the criteria and sub-criteria were identified. A qualitative research approach is applied to validate the model’s effectiveness. Interviews and feedback from an international school in Japan which adopted the model are used to determine its impact. Findings The model emphasises the achievement of school objectives (A) by implementing TQM activities (B) and assessing their impact (C). Its implementation offers enhanced organisational ability and the achievement of society-oriented school objectives. The findings show that the model gives clarity to TQM application and offers benefits for schools’ future sustainability. Originality/value This research proposes the adoption of a TQM model for educational institutions based on Deming criteria. Based on a comparison with prescriptive models such as Malcolm Baldrige National Quality Award and ISO 9001, this study shows how the developed model ensures organisational ability in current practice and future growth towards school excellence. Through the formulation of society-oriented school objectives and their linkage with results, it enables schools to create a balanced recognition of important stakeholders and gain consensus in realising the school’s objectives.
{"title":"TQM model based on Deming prize for schools","authors":"Nursuhana Alauddin, S. Yamada","doi":"10.1108/ijqss-09-2021-0131","DOIUrl":"https://doi.org/10.1108/ijqss-09-2021-0131","url":null,"abstract":"\u0000Purpose\u0000This paper aims to develop a total quality management (TQM) model based on the Deming prize criteria extracted from the Deming Prize. The proposed model is aligned with the school education context and deployed with the goal of achieving school excellence.\u0000\u0000\u0000Design/methodology/approach\u0000The model is developed based on a literature review in which key concepts for formulating the criteria and sub-criteria were identified. A qualitative research approach is applied to validate the model’s effectiveness. Interviews and feedback from an international school in Japan which adopted the model are used to determine its impact.\u0000\u0000\u0000Findings\u0000The model emphasises the achievement of school objectives (A) by implementing TQM activities (B) and assessing their impact (C). Its implementation offers enhanced organisational ability and the achievement of society-oriented school objectives. The findings show that the model gives clarity to TQM application and offers benefits for schools’ future sustainability.\u0000\u0000\u0000Originality/value\u0000This research proposes the adoption of a TQM model for educational institutions based on Deming criteria. Based on a comparison with prescriptive models such as Malcolm Baldrige National Quality Award and ISO 9001, this study shows how the developed model ensures organisational ability in current practice and future growth towards school excellence. Through the formulation of society-oriented school objectives and their linkage with results, it enables schools to create a balanced recognition of important stakeholders and gain consensus in realising the school’s objectives.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2022-07-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45494134","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-07-15DOI: 10.1108/ijqss-11-2021-0169
Rambabu Lavuri, A. Jindal, U. Akram
Purpose The study aims to explore the impact of perceived utilitarian and hedonic value (PHV) on shopper attitude and impulsive online purchasing using the technology acceptance model’s moderating role of perceived trust and risk. Design/methodology/approach Convenience sampling was used to collect primary data from 408 Indian online shoppers, and structural equation modeling was used to analyze the data. Findings The results indicated that cognitive absorption improved perceived usefulness (PU) and ease of use. Similarly, perceived ease of use influenced PU and PHV significantly. PU influenced utilitarian value positively. Perceived hedonic and utilitarian values significantly influenced attitude, and shoppers’ online buying attitudes strongly impacted impulsive online shopping. Finally, the trust had shown to substantially moderate shoppers’ attitudes toward impulsive online buying, whereas perceived risk had no such effect. Practical implications This research reveals a high degree of hedonic and utilitarian values, as well as low-risk features that might improve consumer attitudes about online impulsive behavior. Originality/value This research will aid e-retailers in building new strategies and plans to increase sales volume and strengthen relationships with online customers via the provision of trust and security throughout the purchase process.
{"title":"How perceived utilitarian and hedonic value influence online impulse shopping in India? Moderating role of perceived trust and perceived risk","authors":"Rambabu Lavuri, A. Jindal, U. Akram","doi":"10.1108/ijqss-11-2021-0169","DOIUrl":"https://doi.org/10.1108/ijqss-11-2021-0169","url":null,"abstract":"\u0000Purpose\u0000The study aims to explore the impact of perceived utilitarian and hedonic value (PHV) on shopper attitude and impulsive online purchasing using the technology acceptance model’s moderating role of perceived trust and risk.\u0000\u0000\u0000Design/methodology/approach\u0000Convenience sampling was used to collect primary data from 408 Indian online shoppers, and structural equation modeling was used to analyze the data.\u0000\u0000\u0000Findings\u0000The results indicated that cognitive absorption improved perceived usefulness (PU) and ease of use. Similarly, perceived ease of use influenced PU and PHV significantly. PU influenced utilitarian value positively. Perceived hedonic and utilitarian values significantly influenced attitude, and shoppers’ online buying attitudes strongly impacted impulsive online shopping. Finally, the trust had shown to substantially moderate shoppers’ attitudes toward impulsive online buying, whereas perceived risk had no such effect.\u0000\u0000\u0000Practical implications\u0000This research reveals a high degree of hedonic and utilitarian values, as well as low-risk features that might improve consumer attitudes about online impulsive behavior.\u0000\u0000\u0000Originality/value\u0000This research will aid e-retailers in building new strategies and plans to increase sales volume and strengthen relationships with online customers via the provision of trust and security throughout the purchase process.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2022-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47619507","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-07-14DOI: 10.1108/ijqss-09-2021-0132
G. Tontini, Vânia Montibeler Krause, Luiz Fernando da Silva, Fabiana Rúbia Vieira, Thiago Santos, Josmar Andrade
Purpose This paper aims to identify the influence of dimensions of movie theater service on customer behavior intention, comparing linear and nonlinear methods. Design/methodology/approach With a sample of 345 cinema customers, the analysis compares penalty–reward contrast analysis (PRCA) and multiple linear regression analysis (MLR). Findings This research demonstrates that PRCA brings a better identification of the antecedents of customer behavior intention than MLR, showing that a nonlinear analysis can bring superior decision information to movie theater managers. Also, this study shows that superior performance of aspects related to the client's feelings leads the consumer to a tendency to return and recommend the cinema (behavior intention). This study also confirms that successful recovery actions can compensate for failures. Originality/value Although the nonlinear antecedents of customer satisfaction have been studied in the scientific literature, there is a gap of studies applying methods to identify nonlinear antecedents of customer behavior intention (tendency to return and recommend), particularly in the industry of movie theater services. The findings of this research may allow movie theaters to improve the service provided, confronting the great challenges of online movie-watching alternatives.
{"title":"What influences the behavior intention of movie theater customers? Comparing linear and nonlinear points of view","authors":"G. Tontini, Vânia Montibeler Krause, Luiz Fernando da Silva, Fabiana Rúbia Vieira, Thiago Santos, Josmar Andrade","doi":"10.1108/ijqss-09-2021-0132","DOIUrl":"https://doi.org/10.1108/ijqss-09-2021-0132","url":null,"abstract":"\u0000Purpose\u0000This paper aims to identify the influence of dimensions of movie theater service on customer behavior intention, comparing linear and nonlinear methods.\u0000\u0000\u0000Design/methodology/approach\u0000With a sample of 345 cinema customers, the analysis compares penalty–reward contrast analysis (PRCA) and multiple linear regression analysis (MLR).\u0000\u0000\u0000Findings\u0000This research demonstrates that PRCA brings a better identification of the antecedents of customer behavior intention than MLR, showing that a nonlinear analysis can bring superior decision information to movie theater managers. Also, this study shows that superior performance of aspects related to the client's feelings leads the consumer to a tendency to return and recommend the cinema (behavior intention). This study also confirms that successful recovery actions can compensate for failures.\u0000\u0000\u0000Originality/value\u0000Although the nonlinear antecedents of customer satisfaction have been studied in the scientific literature, there is a gap of studies applying methods to identify nonlinear antecedents of customer behavior intention (tendency to return and recommend), particularly in the industry of movie theater services. The findings of this research may allow movie theaters to improve the service provided, confronting the great challenges of online movie-watching alternatives.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2022-07-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49620455","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-05-31DOI: 10.1108/ijqss-09-2021-0119
Pranay Verma
Purpose This paper aims to analyze online repatronage intention (ORI) in the context of after-sales service (ASS) and assortment satisfaction (AS) for professional services. This study also aims to study the influence of ASS upon AS. Additionally, the role of social influence (SI) in influencing these two and other dependent variables is examined. Finally, the effect of moderation on these hypothesized relationships by four dichotomous variables is also investigated. Design/methodology/approach A structured questionnaire was used to collect data from 458 customers, who had a recent experience of ASS with their respective professional service providers, through purposive sampling method. Findings This empirical study establishes that ASS is an antecedent to AS and ORI. The finding of this empirical study also confirms that AS has a direct positive influence on ORI and customer loyalty. This implies that satisfied customers are more likely to repatronage the professional service and would be loyal to such professional service providers. The findings also reveal that all constructs are influenced by SI. Civil status, gender, city type (metro/non metro) and income status moderate a few of the hypothesized relationships, with city type having the maximum effect. Originality/value To the best of the author’s knowledge, this is the first study on online purchase of professional services which proves that ASS influences AS. Given the growth of online professional services, this study provides scholars and practitioners with suggestions and recommendations on how ASS and AS can be used to build ORI and a loyalty base. This study fills the void in extant literature by examining the interrelationships between ASS, assortment satisfaction, ORI and customer loyalty.
{"title":"After-sales service shaping assortment satisfaction and online repatronage intention in the backdrop of social influence","authors":"Pranay Verma","doi":"10.1108/ijqss-09-2021-0119","DOIUrl":"https://doi.org/10.1108/ijqss-09-2021-0119","url":null,"abstract":"\u0000Purpose\u0000This paper aims to analyze online repatronage intention (ORI) in the context of after-sales service (ASS) and assortment satisfaction (AS) for professional services. This study also aims to study the influence of ASS upon AS. Additionally, the role of social influence (SI) in influencing these two and other dependent variables is examined. Finally, the effect of moderation on these hypothesized relationships by four dichotomous variables is also investigated.\u0000\u0000\u0000Design/methodology/approach\u0000A structured questionnaire was used to collect data from 458 customers, who had a recent experience of ASS with their respective professional service providers, through purposive sampling method.\u0000\u0000\u0000Findings\u0000This empirical study establishes that ASS is an antecedent to AS and ORI. The finding of this empirical study also confirms that AS has a direct positive influence on ORI and customer loyalty. This implies that satisfied customers are more likely to repatronage the professional service and would be loyal to such professional service providers. The findings also reveal that all constructs are influenced by SI. Civil status, gender, city type (metro/non metro) and income status moderate a few of the hypothesized relationships, with city type having the maximum effect.\u0000\u0000\u0000Originality/value\u0000To the best of the author’s knowledge, this is the first study on online purchase of professional services which proves that ASS influences AS. Given the growth of online professional services, this study provides scholars and practitioners with suggestions and recommendations on how ASS and AS can be used to build ORI and a loyalty base. This study fills the void in extant literature by examining the interrelationships between ASS, assortment satisfaction, ORI and customer loyalty.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2022-05-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43344308","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose The present study aims to examine consumers’ happiness experiences for speciality coffee consumption in Thailand by considering the role of consumers’ active participation, sharing of experience and consumer experience co-creation. Design/methodology/approach A purposive survey was conducted in speciality coffee shops located in the largest commercial city and industrial development centre in the Northeastern Region of Thailand, Khon Kaen City, which yielded 271 usable and valid responses. The proposed model was evaluated by using a structural equation analysis with a partial least squares technique. Findings The results confirmed that consumers’ active participation and sharing of experience affected their experience co-creation, which in turn contributed to the consumers’ happiness experience at the speciality coffee shops. Originality/value This study contributes to the consumer experience co-creation and social media literature by proposing a conceptual model for the speciality coffee consumption experience. Furthermore, the study findings contribute to the existing literature by investigating new linkages, such as the role of consumer experience co-creation in a speciality coffee context as a mediating variable of consumer active participation and the sharing of experience with consumers’ happiness experience.
{"title":"Consumer experience co-creation in speciality coffee through social media sharing: its antecedents and consequences","authors":"Tongrawee Silanoi, Supawat Meeprom, Porramate Jaratmetakul","doi":"10.1108/ijqss-11-2021-0162","DOIUrl":"https://doi.org/10.1108/ijqss-11-2021-0162","url":null,"abstract":"\u0000Purpose\u0000The present study aims to examine consumers’ happiness experiences for speciality coffee consumption in Thailand by considering the role of consumers’ active participation, sharing of experience and consumer experience co-creation.\u0000\u0000\u0000Design/methodology/approach\u0000A purposive survey was conducted in speciality coffee shops located in the largest commercial city and industrial development centre in the Northeastern Region of Thailand, Khon Kaen City, which yielded 271 usable and valid responses. The proposed model was evaluated by using a structural equation analysis with a partial least squares technique.\u0000\u0000\u0000Findings\u0000The results confirmed that consumers’ active participation and sharing of experience affected their experience co-creation, which in turn contributed to the consumers’ happiness experience at the speciality coffee shops.\u0000\u0000\u0000Originality/value\u0000This study contributes to the consumer experience co-creation and social media literature by proposing a conceptual model for the speciality coffee consumption experience. Furthermore, the study findings contribute to the existing literature by investigating new linkages, such as the role of consumer experience co-creation in a speciality coffee context as a mediating variable of consumer active participation and the sharing of experience with consumers’ happiness experience.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2022-05-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42769876","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-05-27DOI: 10.1108/ijqss-09-2021-0118
S. Raman, N. Mohd Suki, Lee Heng Wei, Subhaseni Chinniah
Purpose Trade-offs are unavoidable in a competitive and difficult economic environment, causing a challenge for those wanting to provide consistently high-quality service across all touchpoints in the service delivery ecosystem, included in which is the higher education (HE) sector. This study aims to explore the key factors influencing service trade-offs related to the efforts of academics in Malaysia’s HE sector. Design/methodology/approach A self-administered questionnaire was distributed to 400 full-time academics from several higher learning institutions in Malaysia. Data were analysed using the partial least squares-structural equation modelling (PLS-SEM) approach. Findings The results reveal that service trade-offs in the HE sector were heavily influenced by service priorities. Customisation of services, meeting individual student needs, working under immense pressure within tight timeframes and focusing on teaching and research jointly contribute to academics’ service trade-offs in the HE sector. Indeed, the nature of the job necessitates such trade-offs by default, as academics are unable to cancel or postpone classes due to scheduling constraints and the requirement to be physically present during class sessions. Practical implications HE administrators and managers should provide academics with adequate resources, effective work allocation and optimal timeframes for task completion, as service priorities are the key factors influencing service trade-offs in Malaysia’s HE sector. The satisfaction of these needs would enable academics’ service priorities and trade-offs to be better balanced, thereby contributing to better operational efficiency, boosting organisational performance and maintaining business sustainability. Originality/value The empirical results serve to clarify the key factors influencing service trade-offs in the HE sector, thus expanding the extant literature, which has mostly concentrated on describing the same phenomena in the manufacturing sector. The proposed service trade-offs model would serve as a guideline for operational efficiencies in the HE sector to prevent future recurrence and reduce the potential risk of service disruption, thus mitigating the risk of dissatisfaction.
{"title":"Exploring factors influencing service trade-offs in the higher education sector: evidence from Malaysia","authors":"S. Raman, N. Mohd Suki, Lee Heng Wei, Subhaseni Chinniah","doi":"10.1108/ijqss-09-2021-0118","DOIUrl":"https://doi.org/10.1108/ijqss-09-2021-0118","url":null,"abstract":"\u0000Purpose\u0000Trade-offs are unavoidable in a competitive and difficult economic environment, causing a challenge for those wanting to provide consistently high-quality service across all touchpoints in the service delivery ecosystem, included in which is the higher education (HE) sector. This study aims to explore the key factors influencing service trade-offs related to the efforts of academics in Malaysia’s HE sector.\u0000\u0000\u0000Design/methodology/approach\u0000A self-administered questionnaire was distributed to 400 full-time academics from several higher learning institutions in Malaysia. Data were analysed using the partial least squares-structural equation modelling (PLS-SEM) approach.\u0000\u0000\u0000Findings\u0000The results reveal that service trade-offs in the HE sector were heavily influenced by service priorities. Customisation of services, meeting individual student needs, working under immense pressure within tight timeframes and focusing on teaching and research jointly contribute to academics’ service trade-offs in the HE sector. Indeed, the nature of the job necessitates such trade-offs by default, as academics are unable to cancel or postpone classes due to scheduling constraints and the requirement to be physically present during class sessions.\u0000\u0000\u0000Practical implications\u0000HE administrators and managers should provide academics with adequate resources, effective work allocation and optimal timeframes for task completion, as service priorities are the key factors influencing service trade-offs in Malaysia’s HE sector. The satisfaction of these needs would enable academics’ service priorities and trade-offs to be better balanced, thereby contributing to better operational efficiency, boosting organisational performance and maintaining business sustainability.\u0000\u0000\u0000Originality/value\u0000The empirical results serve to clarify the key factors influencing service trade-offs in the HE sector, thus expanding the extant literature, which has mostly concentrated on describing the same phenomena in the manufacturing sector. The proposed service trade-offs model would serve as a guideline for operational efficiencies in the HE sector to prevent future recurrence and reduce the potential risk of service disruption, thus mitigating the risk of dissatisfaction.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2022-05-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42743515","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose The purpose of this study is to develop and test a model on antecedents and consequences of employee engagement in the context of information technology (IT) employees. Design/methodology/approach In this descriptive research, the data were collected from 432 employees working in IT companies operating in India. The authors performed structural equation modeling to test the proposed relationships. Findings The results of this study indicate a positive effect of perceived procedural justice, perceived distributive justice and perceived organizational support on employee engagement. Further, the results of this study show a positive effect of employee engagement on employees’ organizational commitment (OC) and a negative effect on employees’ turnover intentions. Research limitations/implications As this study uses self-reported and cross-sectional research design to collect the data, therefore, it limits the generalizations of the results. Practical implications The findings of this study can be beneficial for the senior managers and human resources functionaries by examining the antecedents and consequences of employee engagement. Originality/value To the best of the authors’ knowledge, this study is one of the few studies that have examined the mediating role of employee engagement on the relationship among organizational justice, organizational support, OC and employee turnover intentions.
{"title":"Effect of organizational justice and support on organizational commitment and employee turnover intentions: the mediating role of employee engagement","authors":"Arun Aggarwal, Dinesh Jaisinghani, Kamrunnisha Nobi","doi":"10.1108/ijqss-08-2021-0112","DOIUrl":"https://doi.org/10.1108/ijqss-08-2021-0112","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to develop and test a model on antecedents and consequences of employee engagement in the context of information technology (IT) employees.\u0000\u0000\u0000Design/methodology/approach\u0000In this descriptive research, the data were collected from 432 employees working in IT companies operating in India. The authors performed structural equation modeling to test the proposed relationships.\u0000\u0000\u0000Findings\u0000The results of this study indicate a positive effect of perceived procedural justice, perceived distributive justice and perceived organizational support on employee engagement. Further, the results of this study show a positive effect of employee engagement on employees’ organizational commitment (OC) and a negative effect on employees’ turnover intentions.\u0000\u0000\u0000Research limitations/implications\u0000As this study uses self-reported and cross-sectional research design to collect the data, therefore, it limits the generalizations of the results.\u0000\u0000\u0000Practical implications\u0000The findings of this study can be beneficial for the senior managers and human resources functionaries by examining the antecedents and consequences of employee engagement.\u0000\u0000\u0000Originality/value\u0000To the best of the authors’ knowledge, this study is one of the few studies that have examined the mediating role of employee engagement on the relationship among organizational justice, organizational support, OC and employee turnover intentions.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2022-05-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43231004","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-05-04DOI: 10.1108/ijqss-04-2021-0056
Jorge Henrique O. Silva, C. Favoretto, Igor Roberto Amancio, G. Ganga, F. Lizarelli, G. H. Mendes
Purpose This study aims to examine the determinants of consumer behavioral intention to use the restaurant, concert and education services online during and after the COVID-19 pandemic. Design/methodology/approach A conceptual model based on the Unified Theory of Acceptance and Use of Technology (UTAUT) was tested via structural equation modeling by using data collected from a sample of 420 Brazilian consumers. Findings The results showed that performance expectancy and social influence are the most critical determinants of consumer behavioral intention to use services online during the pandemic. The results also provided evidence that the pandemic has generated significant impacts on future consumer behavior. Originality/value This study contributes in a multidisciplinary way to the literature on hospitality, entertainment and education services, by applying the UTAUT theory and testing the model during and after the COVID-19 pandemic context. Moreover, this study provides empirical evidence from Brazil, one of the most affected countries by COVID-19.
{"title":"Consumer behavioral intention to use restaurant, concert and education services online during and after the COVID-19 pandemic: evidence from Brazil","authors":"Jorge Henrique O. Silva, C. Favoretto, Igor Roberto Amancio, G. Ganga, F. Lizarelli, G. H. Mendes","doi":"10.1108/ijqss-04-2021-0056","DOIUrl":"https://doi.org/10.1108/ijqss-04-2021-0056","url":null,"abstract":"\u0000Purpose\u0000This study aims to examine the determinants of consumer behavioral intention to use the restaurant, concert and education services online during and after the COVID-19 pandemic.\u0000\u0000\u0000Design/methodology/approach\u0000A conceptual model based on the Unified Theory of Acceptance and Use of Technology (UTAUT) was tested via structural equation modeling by using data collected from a sample of 420 Brazilian consumers.\u0000\u0000\u0000Findings\u0000The results showed that performance expectancy and social influence are the most critical determinants of consumer behavioral intention to use services online during the pandemic. The results also provided evidence that the pandemic has generated significant impacts on future consumer behavior.\u0000\u0000\u0000Originality/value\u0000This study contributes in a multidisciplinary way to the literature on hospitality, entertainment and education services, by applying the UTAUT theory and testing the model during and after the COVID-19 pandemic context. Moreover, this study provides empirical evidence from Brazil, one of the most affected countries by COVID-19.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2022-05-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48763752","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-04-15DOI: 10.1108/ijqss-08-2021-0115
Vai Shiem Leong, Diyana Maslina Hj Ahady, Nazlida Muhamad
Purpose This study aims to examine the extent of corporate image of mobile telecommunication company on service quality and price fairness, which subsequently play important roles in influencing customer satisfaction and loyalty. Design/methodology/approach A questionnaire was administered to subscribers of mobile service providers in Brunei. The proposed research model was tested using structural equation modeling to estimate the relationships between corporate image, service quality, price fairness, customer satisfaction and loyalty. Findings The results indicated that favorable corporate image positively affects network quality, customer support and price fairness, which, in turn, lead to formation of customer satisfaction and customer loyalty. Originality/value This study demonstrates the magnitude of corporate image as an enabler of market dominance, recognizing that superior corporate image can become a first mover advantage and competitive advantage, which explains the high customer retention of a mobile telecommunication company. The effects of corporate image as a first mover advantage have not been highlighted in the literature of first mover advantage of mobile telecommunication; therefore, this study provides a new insight in this study area.
{"title":"Corporate image as an enabler of customer retention","authors":"Vai Shiem Leong, Diyana Maslina Hj Ahady, Nazlida Muhamad","doi":"10.1108/ijqss-08-2021-0115","DOIUrl":"https://doi.org/10.1108/ijqss-08-2021-0115","url":null,"abstract":"\u0000Purpose\u0000This study aims to examine the extent of corporate image of mobile telecommunication company on service quality and price fairness, which subsequently play important roles in influencing customer satisfaction and loyalty.\u0000\u0000\u0000Design/methodology/approach\u0000A questionnaire was administered to subscribers of mobile service providers in Brunei. The proposed research model was tested using structural equation modeling to estimate the relationships between corporate image, service quality, price fairness, customer satisfaction and loyalty.\u0000\u0000\u0000Findings\u0000The results indicated that favorable corporate image positively affects network quality, customer support and price fairness, which, in turn, lead to formation of customer satisfaction and customer loyalty.\u0000\u0000\u0000Originality/value\u0000This study demonstrates the magnitude of corporate image as an enabler of market dominance, recognizing that superior corporate image can become a first mover advantage and competitive advantage, which explains the high customer retention of a mobile telecommunication company. The effects of corporate image as a first mover advantage have not been highlighted in the literature of first mover advantage of mobile telecommunication; therefore, this study provides a new insight in this study area.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2022-04-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44565711","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-04-12DOI: 10.1108/ijqss-12-2021-0183
J. Dahlgaard, Loukas N. Anninos
Purpose This study aims to reflect on quality, sustainability and resilience as emerging organisational priorities within total quality management (TQM) and organisational excellence. Design/methodology/approach The paper uses a conceptual approach based on reflection and theoretical studies on the philosophical foundations of quality, excellence, resilience and sustainability as cornerstones for organisational excellence. Bearing in mind that sustainable excellence rests upon a combination of systemic and soft issues that define organisational ability for resilience and sustainability, there is a need to analyse and reflect on short business cases from world-leading companies and further reflect on the fundamental principles, which have helped such companies to survive, grow and sustain. This study includes such a business case – the LEGO case. In addition, a Japanese case has been included. Japanese training material on human motivation developed in the 1980s exemplifies how company managers were trained, at that time, to understand and practice human motivation, excellence principles and tools. Findings Organisational excellence constitutes an evolving concept as the world becomes more chaotic and interconnected with multiple disruptive shocks. Organisational excellence challenges the inflexibilities of Newtonian mindsets, recognising the paramount importance of interactions and further underlining the significance of invisible elements such as human potentiality, motivation and values that formulate the principles of organisational excellence. Originality/value The paper investigates the notions of quality, resilience and sustainability and their relation to motivation and organisational excellence within the framework of business management and TQM. A world-leading company – LEGO – will be used to exemplify the theoretical findings together with the Japanese Motivation Training Programme case.
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