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Article
Publication date: 23 September 2024

Hsiu-Yu Teng and Chien-Yu Chen

Recognition of the complexity of job embeddedness in the work environment has grown, highlighting the need for a deeper understanding of the factors that contribute to this…

234

Abstract

Purpose

Recognition of the complexity of job embeddedness in the work environment has grown, highlighting the need for a deeper understanding of the factors that contribute to this phenomenon. This study analyzed how and when job crafting and leisure crafting are linked to job embeddedness by investigating employee resilience as a mediator and employee adaptivity as a moderator.

Design/methodology/approach

Data were gathered from 568 Taiwanese hotel employees. The PROCESS macro was used to verify all hypotheses.

Findings

Both job crafting and leisure crafting increased job embeddedness. Employee resilience mediated the impacts of job and leisure crafting on job embeddedness. The positive relationship between employee resilience and job embeddedness was stronger when employee adaptivity was high. Employee adaptivity moderated the indirect impacts of job and leisure crafting on job embeddedness through employee resilience.

Practical implications

Hotel managers should foster a workplace culture that encourages employees to engage in job crafting. Additionally, managers can offer employee assistance programs to proactively encourage workers to participate in leisure crafting. Providing training and wellness programs to strengthen employee resilience, along with allocating resources and designing learning programs to enhance employee adaptability, can further promote job embeddedness.

Originality/value

This research contributes to the literature through the construction of a moderated mediation model that explored how and when job and leisure crafting affect job embeddedness.

Details

Journal of Hospitality and Tourism Insights, vol. 8 no. 3
Type: Research Article
ISSN: 2514-9792

Keywords

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Article
Publication date: 28 December 2023

Li-Ling Liu and Hsiu-Yu Teng

Customer engagement has key practical implications for hospitality management. However, little is known about how perceived coolness and wow affect customer engagement. The…

544

Abstract

Purpose

Customer engagement has key practical implications for hospitality management. However, little is known about how perceived coolness and wow affect customer engagement. The purpose of this research was to investigate the associations among perceived coolness, perceived wow and customer engagement and examine the mediator of self-image congruity (SIC).

Design/methodology/approach

Survey data were collected from 406 restaurant customers in Taiwan, and structural equation modeling was adopted to examine the hypotheses. Furthermore, a replica model was produced for another sample of 412 hotel customers.

Findings

The results indicate that perceived coolness positively affects customer engagement and SIC and that perceived wow positively affects SIC. SIC positively affects customer engagement. Moreover, SIC mediates the associations of perceived coolness and wow with customer engagement. The relationships between the variables did not significantly differ between restaurant customers and hotel customers.

Practical implications

Hospitality businesses can create environments in which customers interact with service providers through innovative technology, thereby encouraging engagement. Coolness and the wow factor must be prioritized in servicescapes, meal and room design, the service process and creative marketing.

Originality/value

The findings contribute knowledge on hospitality, factors affecting customer engagement and the mediating mechanism of SIC. Hospitality managers can use the results to formulate strategies for servicescape design, brand management and customer experience.

Details

Journal of Hospitality and Tourism Insights, vol. 7 no. 5
Type: Research Article
ISSN: 2514-9792

Keywords

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Article
Publication date: 8 August 2023

Hsiu-Yu Teng, Chien-Yu Chen and Tien-Cheng Han

Studies have explored the determinants of customer advocacy because of customer advocacy's vital role in improving the efficiency and effectiveness of marketing. The current…

886

Abstract

Purpose

Studies have explored the determinants of customer advocacy because of customer advocacy's vital role in improving the efficiency and effectiveness of marketing. The current research complements the existing literature in the hospitality field by examining the association between restaurant innovativeness and customer advocacy while also investigating the mediating roles of self-image congruity and customer engagement.

Design/methodology/approach

The statistical software AMOS version 25 and bootstrapping were employed to test the hypotheses. Purposive sampling was employed for participant recruitment, and a self-administered questionnaire was used to collect data. Data were collected from Taiwanese customers who had dined at selected restaurants.

Findings

The results from 385 restaurant customers reported that self-image congruity had an indirect impact on customer advocacy through customer engagement. Customer advocacy was influenced by restaurant innovativeness through the mediation of customer engagement. The influence of restaurant innovativeness on customer advocacy was positively and sequentially mediated by self-image congruity and customer engagement.

Practical implications

Restaurant innovativeness is linked to customer advocacy through self-image congruity and customer engagement. Thus, restaurant managers should implement strategies focusing on innovativeness to improve self-image congruity and engagement among customers.

Originality/value

The current research may be the first to provide a research model that explores restaurant innovativeness, self-image congruity, customer engagement and customer advocacy in the hospitality context. This study also has practical implications for enhancing customer advocacy.

Details

Journal of Hospitality and Tourism Insights, vol. 7 no. 4
Type: Research Article
ISSN: 2514-9792

Keywords

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