Hyekyung Park, Minwoo Lee, Ki-Joon Back, Agnes DeFranco and Jaebeom Suh
Despite the growth of hotel guests’ mobile application use, limited studies identify hotel mobile application attributes and their roles in mobile application satisfaction and…
Abstract
Purpose
Despite the growth of hotel guests’ mobile application use, limited studies identify hotel mobile application attributes and their roles in mobile application satisfaction and dissatisfaction. Therefore, drawing onto the information system success model and the two-factor theory, this study aims to establish a comprehensive framework of hotel mobile application attributes categorized into system, information and service attributes and investigate their roles in mobile application satisfaction and dissatisfaction.
Design/methodology/approach
A comprehensive framework of hotel mobile application attributes has been developed, drawing on the information system success model and using text analytics. A total of 88,309 mobile application reviews were collected for analysis. Furthermore, an impact asymmetry analysis was conducted to examine the extent of influence of mobile application attributes on satisfaction and dissatisfaction, thereby elucidating the contribution of mobile application attributes to both outcomes and expanding upon the two-factor theory.
Findings
Research findings present a holistic mobile application attributes framework and their roles in mobile application satisfaction and dissatisfaction by integrating theories and methodologies. Regarding the information quality, relevance emerged as the key factor for enhancing customer satisfaction, serving as a satisfier. In the realm of system quality, features stood out as the principal attribute leading to dissatisfaction. For the aspects of service quality, reliability was identified as the critical factor for achieving satisfaction. Overall, the findings confirm that mobile application attributes have unique roles in developing mobile application (dis)satisfaction.
Research limitations/implications
The study extends an understanding of hotel mobile application attributes’ roles, providing rigorous and practical guidance for improving customers’ mobile application experience in the hotel industry. The study sheds light on the importance of considering mobile applications from various perspectives. However, the current study is limited to using text analytics as its methodological approach. Therefore, future research can benefit from including interviews to achieve a deeper comprehension of the underlying factors contributing to the outcomes of this research.
Originality/value
The novel theoretical and methodological approach enhances the application of existing theories and uses of impact asymmetry analysis. Such an approach uncovers hidden patterns of the roles of mobile applications in customer satisfaction and dissatisfaction. The study also sheds light on the importance of considering mobile applications from various perspectives, such as information, system and service quality.
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Hyekyung Park, Minwoo Lee and Ki-Joon Back
With the increasing importance of technology in hospitality and tourism, technology-driven service innovation has been a salient topic discussed from both customers’ and…
Abstract
Purpose
With the increasing importance of technology in hospitality and tourism, technology-driven service innovation has been a salient topic discussed from both customers’ and suppliers’ perspectives. However, there has been a lack of research that provides an overview of research on technology-driven service innovation. The purpose of this study is to review current discussions on technology-driven service innovation and provide directions for future studies in the hospitality and tourism literature.
Design/methodology/approach
A total of 82 articles on technology-driven service innovation were collected from top-tier hospitality and tourism journals. The papers were analyzed using content analysis to derive key topics discussed in the literature. Such discussions were made by different service innovation categories, antecedents, outcomes and theories. Future research agendas were suggested based on the research gap found in the literature.
Findings
The results indicate that prior discussions on technology-driven service innovation viewed technology as a service or service delivery method, with limited focus on management, marketing and institutional service innovation. In addition, the study reveals five key topics that need further discussion, such as cocreative technology, human resources management, strategy management, emerging technology and digital transformation.
Research limitations/implications
While there have been increasing studies that reveal determining roles of technology in service innovation, scarce research introduced the new concept of technology-driven service innovation, suggesting a comprehensive approach. By adopting the unique approach of technology-driven service innovation, the research reveals the multifaceted roles of technology in service innovation and areas that need further discussion to implement highly sustainable strategies.
Originality/value
The research adds to the knowledge of technology-driven service innovation by providing a holistic view of current discussions, finding research gaps and proposing future research agendas for extended discussion.
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Hyekyung Park, Minwoo Lee and Ki-Joon Back
This paper aims to explore the underlying structure of wellness in upper-upscale and luxury hotels and the roles wellness attributes play in customer satisfaction and…
Abstract
Purpose
This paper aims to explore the underlying structure of wellness in upper-upscale and luxury hotels and the roles wellness attributes play in customer satisfaction and dissatisfaction.
Design/methodology/approach
This study uses a mixed methods approach consisting of content analysis and social media analytics. In Study 1, the authors integrate and review the structure of wellness attributes by conducting a literature review on prior research on wellness and analyzing websites of upper-upscale and luxury hotels. In Study 2, the authors implement text analytics and regression analysis to determine the roles of wellness attributes in customer satisfaction and dissatisfaction by examining the final data gathered from 141,973 reviews of 226 upper-upscale and luxury hotels in NYC.
Findings
This research introduces the underlying structure of wellness in the upper-upscale and luxury hotels. Findings demonstrate a significant relationship between wellness attributes and customer satisfaction/dissatisfaction. This study shows each wellness attribute’s specific roles in customer satisfaction and dissatisfaction through the Kano model.
Research limitations/implications
The current study extends the research on wellness by discovering the underlying structure of wellness in the upper-upscale and luxury hotels. Based on the Kano Model, the study reveals specific roles of wellness attributes regarding their dichotomous impact on customer satisfaction and dissatisfaction. The study makes a novel approach to the topic of wellness through a mixed methods approach consisted of content analysis and social media analytics. Analyzing online customer reviews derived from TripAdvisor.com, the study provides an in-depth insight and understanding of customers’ perceptions of wellness attributes.
Practical implications
The study guides hotel operators to perform wellness attributes by defining the unique roles of wellness attributes in customer satisfaction and dissatisfaction. Using the findings of the current study, hotel operators can prioritize wellness attributes regarding their core strategies and provide satisfying wellness attributes to customers.
Originality/value
Prior research merely focuses on hotels in wellness destinations or wellness-focused hotels with a lack of research on wellness offered in the general lodging industry. This research fills the gap by discovering the underlying wellness structure embedded in the general lodging industry, specifically in the upper-upscale and luxury hotels.
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This paper attempts to critically question present IPE approaches and analyses that aim at assessing China’s role within the international political economy. Thus, unlike common…
Abstract
This paper attempts to critically question present IPE approaches and analyses that aim at assessing China’s role within the international political economy. Thus, unlike common theorizations that see the country as being integrated within US hegemony (Panitch and Gindin) or those accounts that claim that we are already witnessing the “terminal crisis” of US hegemony accompanied by a hegemonic transition toward China (Arrighi), the paper will argue that China was able to gain “relative geopolitical autonomy” as a result of the revolutionary processes it went through and eventually assert itself as a contender state, now just in the process of challenging US hegemony. Dissatisfied with existent theorizations of hegemony, I will be drawing on the critical edition of Gramsci’s Quaderni and attempt to offer a new perspective regarding the conceptualization thereof. Thus applying the elaborated framework of analysis to the current situation, I argue that unlike the US’s ability to counter the challenge of its traditional imperial rivals Germany and Japan as they developed under the grip of US hegemony, the country is facing difficulties in countering China’s ascent. However, while maintaining that China does indeed represent a challenge to US hegemony, particularly in East Asia, I will argue that the idea of a “crisis of US hegemony” is premature as China remains distant from fully realizing hegemonic relations, even at the regional level.
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Anjali Malik, Ambika Prasad Nanda and Rajeev Kumra
The marketing of immersive and competitive online gaming products has proliferated in recent times. Consumption has also shown a substantial increase, especially among children…
Abstract
Purpose
The marketing of immersive and competitive online gaming products has proliferated in recent times. Consumption has also shown a substantial increase, especially among children. Such elevated levels of gaming have adversely affected children’s overall well-being. This paper aims to examine the role of parental attachment variables in enhancing children’s self-control behavior in counteracting the adverse effects of excessive gaming. The role of gender in excessive gaming is also studied.
Design/methodology/approach
A conceptual framework is tested that examines the direct relationship of features of parental attachment with excessive online gaming behavior and an indirect effect through the mediation of a child’s self-control construct using structural equation modeling.
Findings
The findings indicate that parental attachment through self-control can play a significant role in limiting excessive gaming behavior among vulnerable young gamers. Excessive gaming behavior was more pronounced for boys than girls. Alienation explained excessive gaming behavior among girls, while communication was significant for boys, but in a reversed direction.
Research limitations/implications
All possible antecedent variables from the literature, like parental rearing style, that may further contribute to developing a comprehensive theoretical framework could not be studied.
Practical implications
The study suggests that the priming of children achieved through parental attachment relationships may help prevent excessive gaming behavior among vulnerable young gamers.
Originality/value
This study addresses the gap in the understanding of parental attachment features related to excessive gaming among different genders. It also establishes the role of the intervening mechanism of a child’s self-control in regulating behavior in relation to excessive gaming in the Indian context.