Pub Date : 2022-07-12DOI: 10.1080/1528008X.2022.2097975
Woosik Danny Choi
ABSTRACT The purpose of this study is to examine whether restaurant firms prefer debt to equity financing and utilize market timing well in equity financing during firm value maximization. For this purpose, two theories were applied – pecking order and market timing. Secondary financial data was collected from restaurant firms based in the United States. Subsequently, bivariate correlation, fixed and random effects, and pooled Ordinary Least Square (OLS) analyses were performed on the statistical data. The analysis outcomes support the pecking order theory, meaning that restaurant firms rely significantly on debt over equity in financing decisions. The analysis outcomes of the market timing proxy indicate that restaurant firms either do not use market timing enough or do not have a sufficient window of opportunity (firm value maximization) for equity financing. Although the restaurant industry has a relatively higher liability ratio than other industries, its financing decisions combining debt and equity have never been examined. The theoretical and managerial implications have been suggested in terms of balancing debt and equity financing decisions and the influence of corporate governance structure on financing decisions.
{"title":"Do the Firms Utilize Market Timing? Capital Structure of Restaurant Firms by Pecking Order and Market Timing Theories","authors":"Woosik Danny Choi","doi":"10.1080/1528008X.2022.2097975","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2097975","url":null,"abstract":"ABSTRACT The purpose of this study is to examine whether restaurant firms prefer debt to equity financing and utilize market timing well in equity financing during firm value maximization. For this purpose, two theories were applied – pecking order and market timing. Secondary financial data was collected from restaurant firms based in the United States. Subsequently, bivariate correlation, fixed and random effects, and pooled Ordinary Least Square (OLS) analyses were performed on the statistical data. The analysis outcomes support the pecking order theory, meaning that restaurant firms rely significantly on debt over equity in financing decisions. The analysis outcomes of the market timing proxy indicate that restaurant firms either do not use market timing enough or do not have a sufficient window of opportunity (firm value maximization) for equity financing. Although the restaurant industry has a relatively higher liability ratio than other industries, its financing decisions combining debt and equity have never been examined. The theoretical and managerial implications have been suggested in terms of balancing debt and equity financing decisions and the influence of corporate governance structure on financing decisions.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"101 - 120"},"PeriodicalIF":3.3,"publicationDate":"2022-07-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44508440","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-30DOI: 10.1080/1528008X.2022.2094851
Gowhar Rasool, Anjali Pathania
ABSTRACT Using a mixed-method technique, the present study investigates the causal relationship between consumer judgments about airline service quality and their online recommendations. It also examines the essential attributes that determine key airline service quality dimensions. The current research was conducted on passenger reviews, ratings, and recommendations data (1270 business class and 2464 economy class passengers) from Skytraxratings.com of three major airlines using logistic regression and sentiment analysis. The empirical investigation of service ratings depicts that the fitted logit model adequately explains airline service quality–airline recommendation relationship for business and economy class travelers. Furthermore, this study identifies the crucial service attributes and their sentiment strengths toward key service dimensions. The study results enable a comprehensive understanding of airline service quality based on real-time consumer insights, which can help strategize and develop customized interventions for airline service designs and realignments.
{"title":"Voice in Words: A Mixed-Method Approach for Decoding Digital Footprints Using Online Reviews","authors":"Gowhar Rasool, Anjali Pathania","doi":"10.1080/1528008X.2022.2094851","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2094851","url":null,"abstract":"ABSTRACT Using a mixed-method technique, the present study investigates the causal relationship between consumer judgments about airline service quality and their online recommendations. It also examines the essential attributes that determine key airline service quality dimensions. The current research was conducted on passenger reviews, ratings, and recommendations data (1270 business class and 2464 economy class passengers) from Skytraxratings.com of three major airlines using logistic regression and sentiment analysis. The empirical investigation of service ratings depicts that the fitted logit model adequately explains airline service quality–airline recommendation relationship for business and economy class travelers. Furthermore, this study identifies the crucial service attributes and their sentiment strengths toward key service dimensions. The study results enable a comprehensive understanding of airline service quality based on real-time consumer insights, which can help strategize and develop customized interventions for airline service designs and realignments.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"1014 - 1045"},"PeriodicalIF":3.3,"publicationDate":"2022-06-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43298134","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-24DOI: 10.1080/1528008X.2022.2089944
Omar Chehab, M. Bouzari, Shiva Ilkhanizadeh
ABSTRACT This study applied the principles of the role theory and the Self-Determination Theory (SDT) to examine the impacts of job standardization on job motivation, as well as the influence of job motivation on emotional labor, turnover intention, and job satisfaction of guest-contact employees in a hospitality context. This research also analyzed the mediating function of job motivation on the relationship between job standardization and stated job outcomes. The data was gathered in casual foodservice operations in Lebanon. Structural Equation Modeling (SEM) outcomes revealed a direct favorable impact of job standardization on job motivation, and a negative association between job motivation and job outcomes of emotional labor and turnover intention, but a positive link to job satisfaction. Job motivation was also found to mediate the relationship between job standardization and emotional labor, turnover intention, and job satisfaction. The analysis offers operational and theoretical suggestions, as well as directions for future inquiries.
{"title":"Job Motivation Mediating the Effects of Standardization on Restaurant Frontline Employees’ Job Outcomes: Evidence from Lebanon","authors":"Omar Chehab, M. Bouzari, Shiva Ilkhanizadeh","doi":"10.1080/1528008X.2022.2089944","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2089944","url":null,"abstract":"ABSTRACT This study applied the principles of the role theory and the Self-Determination Theory (SDT) to examine the impacts of job standardization on job motivation, as well as the influence of job motivation on emotional labor, turnover intention, and job satisfaction of guest-contact employees in a hospitality context. This research also analyzed the mediating function of job motivation on the relationship between job standardization and stated job outcomes. The data was gathered in casual foodservice operations in Lebanon. Structural Equation Modeling (SEM) outcomes revealed a direct favorable impact of job standardization on job motivation, and a negative association between job motivation and job outcomes of emotional labor and turnover intention, but a positive link to job satisfaction. Job motivation was also found to mediate the relationship between job standardization and emotional labor, turnover intention, and job satisfaction. The analysis offers operational and theoretical suggestions, as well as directions for future inquiries.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"836 - 858"},"PeriodicalIF":3.3,"publicationDate":"2022-06-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45592375","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-23DOI: 10.1080/1528008X.2022.2089947
ShinYi Lin, Mu-Shien Chen
ABSTRACT With the improvement of living standards, afternoon tea culture has developed into a popular lifestyle; and it is also a derivative of a new way of cultural meaning and life-style in Taiwan. In recent years, more and more consumers pay high attention to dining atmosphere of afternoon tea restaurants. This study amends the M-R environmental psychology model to explore the influences of color preference on consumption emotions and consumer behavior of afternoon-tea consumers. After empirical investigation, it was found that consumers preferred colors of afternoon tea restaurants have significant impact on both positive and negative emotions, and emotions can have positive correlation with consumption behaviors. Therefore, recommendations for restaurateurs are as follows: different color tones can be target-designed for different afternoon-tea restaurant segmentations, different color combinations can be added into design considerations, and further understanding of establishment of color preference rankings in terms of different residential areas can be important.
{"title":"The Relationship between Color Preferences and Consumption Behaviors: Investigation of Afternoon Tea Consumers","authors":"ShinYi Lin, Mu-Shien Chen","doi":"10.1080/1528008X.2022.2089947","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2089947","url":null,"abstract":"ABSTRACT With the improvement of living standards, afternoon tea culture has developed into a popular lifestyle; and it is also a derivative of a new way of cultural meaning and life-style in Taiwan. In recent years, more and more consumers pay high attention to dining atmosphere of afternoon tea restaurants. This study amends the M-R environmental psychology model to explore the influences of color preference on consumption emotions and consumer behavior of afternoon-tea consumers. After empirical investigation, it was found that consumers preferred colors of afternoon tea restaurants have significant impact on both positive and negative emotions, and emotions can have positive correlation with consumption behaviors. Therefore, recommendations for restaurateurs are as follows: different color tones can be target-designed for different afternoon-tea restaurant segmentations, different color combinations can be added into design considerations, and further understanding of establishment of color preference rankings in terms of different residential areas can be important.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"909 - 929"},"PeriodicalIF":3.3,"publicationDate":"2022-06-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42685673","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-23DOI: 10.1080/1528008X.2022.2089438
Matina Ghasemi, Seyed Arash Sahranavard, U. Alola, E. Hassanpoor
ABSTRACT Despite the active contribution, promotion, and emergent in medical tourism, few studies have examined the significant contribution of cost and quality management-oriented innovation on medical tourists. Hospital administrators’ application of knowledge management practices buffers a yardstick for both innovation and patient-oriented. A total of 214 questionnaires were collected from general and functional managers in Iranian hospitals. partial least squares structural equation modeling (PLS-SEM) was performed to analyze the data using Smart PLS 3. The findings suggest that both cost- and quality-oriented innovation significantly increase patient satisfaction. Additionally, low-cost and high-quality services stand as mediating variables for patient satisfaction. By emphasizing on innovation and knowledge management, the current study’s results indicate the significance of low-cost and high-quality services for satisfied patients. The study concludes with implications for research and directions for future study. For the first time, the current study proposed a model to examine how low-cost and high-quality services mediates the impact of cost and quality management-oriented innovation on patient satisfaction.
{"title":"Can Cost and Quality Management-Oriented Innovation Enhance Patient Satisfaction in Medical Tourist Destination?","authors":"Matina Ghasemi, Seyed Arash Sahranavard, U. Alola, E. Hassanpoor","doi":"10.1080/1528008X.2022.2089438","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2089438","url":null,"abstract":"ABSTRACT Despite the active contribution, promotion, and emergent in medical tourism, few studies have examined the significant contribution of cost and quality management-oriented innovation on medical tourists. Hospital administrators’ application of knowledge management practices buffers a yardstick for both innovation and patient-oriented. A total of 214 questionnaires were collected from general and functional managers in Iranian hospitals. partial least squares structural equation modeling (PLS-SEM) was performed to analyze the data using Smart PLS 3. The findings suggest that both cost- and quality-oriented innovation significantly increase patient satisfaction. Additionally, low-cost and high-quality services stand as mediating variables for patient satisfaction. By emphasizing on innovation and knowledge management, the current study’s results indicate the significance of low-cost and high-quality services for satisfied patients. The study concludes with implications for research and directions for future study. For the first time, the current study proposed a model to examine how low-cost and high-quality services mediates the impact of cost and quality management-oriented innovation on patient satisfaction.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"806 - 835"},"PeriodicalIF":3.3,"publicationDate":"2022-06-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44659605","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-21DOI: 10.1080/1528008X.2022.2089945
Natalia Amat-Lefort, F. Marimon, M. Mas-Machuca
ABSTRACT Sharing economy accommodation services offered by companies such as Airbnb have become a very popular alternative to traditional hotels. However, existing research about service quality (SQ) in shared accommodation focuses only on the guest’s perspective. Given that hosts are an essential part of these services, this paper aims to identify the determinants of SQ for both guests and hosts. Based on an international survey (N = 501) the proposed dimensions are validated through an exploratory factor analysis and a confirmatory factor analysis. Then, structural equation modeling is applied to assess the impact of the SQ dimensions on overall guest and host satisfaction.
{"title":"Guest and Host Perspectives of Service Quality and Satisfaction in Digital Home-sharing Platforms","authors":"Natalia Amat-Lefort, F. Marimon, M. Mas-Machuca","doi":"10.1080/1528008X.2022.2089945","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2089945","url":null,"abstract":"ABSTRACT Sharing economy accommodation services offered by companies such as Airbnb have become a very popular alternative to traditional hotels. However, existing research about service quality (SQ) in shared accommodation focuses only on the guest’s perspective. Given that hosts are an essential part of these services, this paper aims to identify the determinants of SQ for both guests and hosts. Based on an international survey (N = 501) the proposed dimensions are validated through an exploratory factor analysis and a confirmatory factor analysis. Then, structural equation modeling is applied to assess the impact of the SQ dimensions on overall guest and host satisfaction.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"859 - 884"},"PeriodicalIF":3.3,"publicationDate":"2022-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43170374","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-20DOI: 10.1080/1528008X.2022.2089948
Syed Shah Alam, Mohammad Masukujjaman, N. Omar, Zafir Khan Mohamed Makhbul, Mohd Helmi Ali
ABSTRACT This study aimed to identify the factors influencing tourists’ travel intention following the COVID-19 vaccination program. It also examined the mediating role of fear in the context of the threat severity, vulnerability, and protection motivation pathways. Based on a quantitative method, a cross-sectional survey was employed and data were collected from 320 prospective domestic tourists through an online survey in Malaysia during the COVID-19 vaccination period. The researchers primarily adopted the protection motivation theory (PMT) model for developing a conceptual framework to empirically test the structural equation modeling (SEM) analysis technique using AMOS software. The study confirmed that protection motivation is positively related to tourists’ travel intention, trust is negatively related to this intention, and perceived risk is not related to this intention. The study concludes that threat severity, threat vulnerability, fear, response efficacy, response cost, and self-efficacy affect the protection motivation of tourists. The main contribution of this study is to develop a model and confirm it through an empirical study. The findings indicate that companies should consider some of the factors identified so they can influence protection motivation and travel intention. This study extended the PMT model by integrating cognitive constructs and newly developed measurement scales.
{"title":"Protection Motivation and Travel Intention after the COVID-19 Vaccination: Fear and Risk Perception","authors":"Syed Shah Alam, Mohammad Masukujjaman, N. Omar, Zafir Khan Mohamed Makhbul, Mohd Helmi Ali","doi":"10.1080/1528008X.2022.2089948","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2089948","url":null,"abstract":"ABSTRACT This study aimed to identify the factors influencing tourists’ travel intention following the COVID-19 vaccination program. It also examined the mediating role of fear in the context of the threat severity, vulnerability, and protection motivation pathways. Based on a quantitative method, a cross-sectional survey was employed and data were collected from 320 prospective domestic tourists through an online survey in Malaysia during the COVID-19 vaccination period. The researchers primarily adopted the protection motivation theory (PMT) model for developing a conceptual framework to empirically test the structural equation modeling (SEM) analysis technique using AMOS software. The study confirmed that protection motivation is positively related to tourists’ travel intention, trust is negatively related to this intention, and perceived risk is not related to this intention. The study concludes that threat severity, threat vulnerability, fear, response efficacy, response cost, and self-efficacy affect the protection motivation of tourists. The main contribution of this study is to develop a model and confirm it through an empirical study. The findings indicate that companies should consider some of the factors identified so they can influence protection motivation and travel intention. This study extended the PMT model by integrating cognitive constructs and newly developed measurement scales.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"930 - 956"},"PeriodicalIF":3.3,"publicationDate":"2022-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48861991","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-18DOI: 10.1080/1528008X.2022.2089946
João Lopes, Sofia Gomes, M. Durão, Rosselyn Pacheco
ABSTRACT This study aims to carry out a comprehensive bibliometric analysis to identify, synthesize and incorporate existing studies on the tourism industry, envisioning and directing future studies and trends in luxury tourism. The study analyses 340 Web of Science scientific articles published between 1993–2022. Four clusters were identified: “Contribution of Luxury Tourism to the development”; “Luxury Shopping in Tourism”; “Demand behaviour in luxury tourism,” and “Digital Transformation in luxury tourism.” Existing publications can be grouped into three phases. In the first phase, luxury tourism was studied from a macro and sectoral perspective; in the second phase, they focused on the behavior of the demand for luxury tourism and in the third phase on the transformation of the luxury tourism industry induced by digital transformation, economic and pandemic crises, demographic changes and guidelines for sustainability. This study resulted in a set of implications for the development of cross-community collaborative luxury tourism, aimed at new target groups of luxury consumers, in harmony with strategies of sustainability, digitalization and well-being of luxury consumers. In addition to being an important tool for policymakers and managers in the luxury tourism industry, it identifies new emerging issues in this sector for academics.
{"title":"The Holy Grail of Luxury Tourism: A Holistic Bibliometric Overview","authors":"João Lopes, Sofia Gomes, M. Durão, Rosselyn Pacheco","doi":"10.1080/1528008X.2022.2089946","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2089946","url":null,"abstract":"ABSTRACT This study aims to carry out a comprehensive bibliometric analysis to identify, synthesize and incorporate existing studies on the tourism industry, envisioning and directing future studies and trends in luxury tourism. The study analyses 340 Web of Science scientific articles published between 1993–2022. Four clusters were identified: “Contribution of Luxury Tourism to the development”; “Luxury Shopping in Tourism”; “Demand behaviour in luxury tourism,” and “Digital Transformation in luxury tourism.” Existing publications can be grouped into three phases. In the first phase, luxury tourism was studied from a macro and sectoral perspective; in the second phase, they focused on the behavior of the demand for luxury tourism and in the third phase on the transformation of the luxury tourism industry induced by digital transformation, economic and pandemic crises, demographic changes and guidelines for sustainability. This study resulted in a set of implications for the development of cross-community collaborative luxury tourism, aimed at new target groups of luxury consumers, in harmony with strategies of sustainability, digitalization and well-being of luxury consumers. In addition to being an important tool for policymakers and managers in the luxury tourism industry, it identifies new emerging issues in this sector for academics.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"885 - 908"},"PeriodicalIF":3.3,"publicationDate":"2022-06-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48846522","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-05-29DOI: 10.1080/1528008X.2022.2077889
S. Elgarhy
ABSTRACT Service quality, loyalty programs, pricing strategies and customer engagement play a vital role in customer retention and firms' performance. The current study aims to investigate the service quality, loyalty programs, pricing strategies and customer engagement, and to examine the mediation effects on firms' performance. A quantitative method was employed using a survey to collect data from a random sample of relevant managers in travel agencies. Structural equation modelling (WarpPLS) is used to test the research propositions. The research uses a survey for data collection of 350 responses from travel agents' managers to test the associations between service quality, loyalty programs, pricing strategies and customer engagement, and customer retention and firms' performance. The finding revealed that the service quality, loyalty programs, pricing strategies and customer engagement have positively affected customer retention. In addition, customer retention has positively affected firms' performance. These findings have empirical implications for policymakers, trip planners, travel marketer's, governments and academics.
{"title":"Effects of Service Quality, Loyalty Programs, Pricing Strategies, and Customer Engagement on Firms’ Performance in Egyptian Travel Agencies: Mediating Effects of Customer Retention","authors":"S. Elgarhy","doi":"10.1080/1528008X.2022.2077889","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2077889","url":null,"abstract":"ABSTRACT Service quality, loyalty programs, pricing strategies and customer engagement play a vital role in customer retention and firms' performance. The current study aims to investigate the service quality, loyalty programs, pricing strategies and customer engagement, and to examine the mediation effects on firms' performance. A quantitative method was employed using a survey to collect data from a random sample of relevant managers in travel agencies. Structural equation modelling (WarpPLS) is used to test the research propositions. The research uses a survey for data collection of 350 responses from travel agents' managers to test the associations between service quality, loyalty programs, pricing strategies and customer engagement, and customer retention and firms' performance. The finding revealed that the service quality, loyalty programs, pricing strategies and customer engagement have positively affected customer retention. In addition, customer retention has positively affected firms' performance. These findings have empirical implications for policymakers, trip planners, travel marketer's, governments and academics.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"753 - 781"},"PeriodicalIF":3.3,"publicationDate":"2022-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46047406","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-05-29DOI: 10.1080/1528008X.2022.2077886
Imane Ezzaouia, J. Bulchand-Gidumal
ABSTRACT Hotel managers seek continual enhancement of their organizational performance by adopting innovative strategies and tools. Armed with the knowledge that information technology (IT) has revolutionized the hotel industry, this study investigates the impact of IT adoption on hotel performance (HP) in Morocco, a developing country. The proposed research model includes two constructs, namely, employee performance and financial performance. A quantitative approach is used, and the sample includes 100 general managers from three-, four-, and five-star hotels. The hypotheses were tested using a partial least squares (PLS) method, and the findings indicate that the major impact of IT adoption on HP can be seen in employee performance rather than in financial performance. The results also reveal a significant relationship between employee performance and financial performance in hotels, and the implications of these findings for researchers and hoteliers are discussed.
{"title":"The impact of information technology adoption on hotel performance: Evidence from a developing country","authors":"Imane Ezzaouia, J. Bulchand-Gidumal","doi":"10.1080/1528008X.2022.2077886","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2077886","url":null,"abstract":"ABSTRACT Hotel managers seek continual enhancement of their organizational performance by adopting innovative strategies and tools. Armed with the knowledge that information technology (IT) has revolutionized the hotel industry, this study investigates the impact of IT adoption on hotel performance (HP) in Morocco, a developing country. The proposed research model includes two constructs, namely, employee performance and financial performance. A quantitative approach is used, and the sample includes 100 general managers from three-, four-, and five-star hotels. The hypotheses were tested using a partial least squares (PLS) method, and the findings indicate that the major impact of IT adoption on HP can be seen in employee performance rather than in financial performance. The results also reveal a significant relationship between employee performance and financial performance in hotels, and the implications of these findings for researchers and hoteliers are discussed.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"688 - 710"},"PeriodicalIF":3.3,"publicationDate":"2022-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41747347","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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