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Article
Publication date: 10 October 2016

Ingrid Y. Lin

Among the many studies relating to servicescapes, the emphasis has mainly been on the effect of specific environmental attributes on customer perceptions, emotions and behaviors…

7012

Abstract

Purpose

Among the many studies relating to servicescapes, the emphasis has mainly been on the effect of specific environmental attributes on customer perceptions, emotions and behaviors. Many servicescape studies have not included visual servicescape aesthetics and the overall significance that visual aesthetics hold for a particular consumer in his or her relationship with the servicescape. Yet, servicescape appearance represents the central channel for the formation of consumer–product (e.g. servicescape) relationships. Limited studies have examined consumers’ visual servicescape aesthetics comprehension and appreciation (VSACA) or consumers’ relationship with a specific servicescape and how consumers evaluate a servicescape from a visual aesthetics perspective. This study aims to operationalize and measure VSACA and to examine the validity of a proposed comprehensive model that encompasses the direct effects of VSACA on perceived perceptual experience quality (PPEQ), pleasure and arousal; PPEQ, pleasure and arousal on satisfaction; satisfaction on willingness to pay more; and the mediation effects of PPEQ, pleasure and arousal on the relationship between VSACA and satisfaction.

Design/methodology/approach

This is an experimental design study with two treatments. Fictitious boutique hotel lobby and classic hotel lobby video clips were created with the appropriate manipulation of visual aesthetics attributes. A random sample of 600 individuals over the age of 18 was drawn from a nationwide (USA) list purchased from a third-party commercial list service. After preliminary analysis, about 12 per cent were eliminated because of unusable responses or missing data. The data from 550 participants were used in the final analyses – 218 males and 332 females. Participants were asked to view a video clip of a hotel lobby online. After viewing the video clip, subjects completed an online survey instrument. The hypothesized model was then tested using structural equation modeling.

Findings

Results of this study suggest that individuals’ VSACA directly influences their PPEQ, pleasure and arousal. PPEQ and pleasure also directly influence satisfaction and indirectly mediate the relationship between VSACA and satisfaction. Finally, satisfaction directly affects willingness to pay more. Additional new findings are also discussed in the paper.

Research limitations/implications

This study is limited by focusing primarily on the individuals’ VSACA of a hotel lobby; non-visual components were not considered as part of the VSACA construct. Results should, therefore, be generalized to other similar settings with caution. Future research can integrate both visual and non-visual servicescape aesthetics comprehension and develop a new scale to measure them. Future research can also build on the support of the current proposed theoretical model by testing it in different service contexts and across different groups of participants.

Practical implications

This research provides evidence to hotel service providers that VSACA plays an important role in influencing consumers’ emotions, satisfaction and behavioral intentions. The results imply that understanding customers’ simultaneous cognitive-emotional processing of servicescape aesthetics is crucial. Hotel developers and managers can engage potential customers in the designing and planning of a servicescape by conducting focus group research prior to the actual implementation of the servicescape attributes and construction.

Originality/value

This study represents the first research to extend and investigate the concept of visual aesthetics comprehension in the context of the hotel lobby servicescape beyond just product goods. This study contributes to the services marketing literature by confirming the importance and powerful direct effects of VSACA on individuals’ PPEQ, pleasure, arousal and willingness to pay more. Moreover, PPEQ and pleasure mediate the relationship between VSACA and overall satisfaction.

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Article
Publication date: 18 April 2022

Ingrid Y. Lin and Anna Mattila

The purpose of this paper is to apply the concept of holistic wellness to a postpartum care resort experiencescape to enhance women’s health and well-being. Several relevant…

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Abstract

Purpose

The purpose of this paper is to apply the concept of holistic wellness to a postpartum care resort experiencescape to enhance women’s health and well-being. Several relevant theories are highlighted to demonstrate how to design a soothing postpartum care experiencescape. This paper also discusses the notion of regenerative business practices to achieve a win-win-win (customer–resort–community) strategy composed of collaborative networks that serve people and the planet.

Design/methodology/approach

A multidisciplinary literature review discusses the lack of postpartum care in the USA and shows how resorts could help improve women’s health and well-being by offering postpartum care services. This is a theory synthesis paper that seeks to achieve conceptual integration across multiple frameworks.

Findings

This conceptual model displays the interconnected relationships of holistic wellbeing, postpartum care experiencescape design and regenerative practices.

Research limitations/implications

The essence of this conceptual paper is to address postpartum care in the USA and to develop a conceptual model for designing postpartum care experiencescapes in a resort setting.

Practical implications

The authors offer suggestions on how resorts and health-care services can co-design a postpartum care resort experiencescape to transform the mother’s postpartum period to the joy of parenthood.

Social implications

This paper discusses how postpartum care experiencescapes in the resort context would contribute to solving some prevalent societal issues while advancing the future of hospitality research and businesses.

Originality/value

No research within the hospitality literature has yet discussed how the hospitality industry can collaborate with the health-care sector to establish postpartum care services to be at the forefront in leading the age of regeneration.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 8
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 6 July 2010

Ingrid Y. Lin

This paper aims to investigate the interactive effect of Gestalt versus non‐Gestalt situations, and arousal seeking tendency (AST) on customers' pleasure and arousal with matching…

6224

Abstract

Purpose

This paper aims to investigate the interactive effect of Gestalt versus non‐Gestalt situations, and arousal seeking tendency (AST) on customers' pleasure and arousal with matching color and music to hotel bars and hotel guest rooms; thereby providing guidance for service providers.

Design/methodology/approach

This is an experimental design study with four treatments. Fictitious hotel bar and guest room video clips were created with the appropriate manipulation of color schemes and music as independent variables. After the video clip was shown, subjects were asked to complete a survey instrument. The hypothesized model was then tested.

Findings

The results showed that the interactive effect of Gestalt versus non‐Gestalt, and AST on an individual's pleasure and arousal are both positive and statistically significant. As an individual's AST increases, both the arousal score and pleasure score increased in Gestalt situations (dynamic bar and tranquil guest room) and decreased in non‐Gestalt situations (tranquil bar and dynamic guest room).

Research limitations/implications

Only jazz music and a specific type of hotel bar and hotel guest room settings with a limited target market were utilized. Similarly, the color schemes that were included were the two extremes (dynamic and tranquil). Results can be generalized to other similar settings only with caution.

Practical implications

Hospitality firms should design spaces taking into account the holistic or Gestalt effect of objective elements of a servicescape. Managers should understand that individual uses of a servicescape and reactions to objective servicescape elements will be different depending on a specific type of servicescape.

Originality/value

No research has been done investigating the effects of the color and music combined in two distinct service settings. The value of assessing effects of different settings is demonstrated.

Details

Journal of Services Marketing, vol. 24 no. 4
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 29 July 2014

Defang Zhao and Ingrid Y. Lin

The purpose of this paper is to introduce a theoretical framework, the holistic mental model process, with major contextual factors (cultural, situation, cognitive and affective…

6187

Abstract

Purpose

The purpose of this paper is to introduce a theoretical framework, the holistic mental model process, with major contextual factors (cultural, situation, cognitive and affective contexts) to help better understand tourists’ perception and evaluation of intercultural tourists–tour guide service encounters.

Design/methodology/approach

Summary tables of an extensive literature review of previous empirical studies relating to intercultural service encounters, service encounter and service quality to help derive the holistic mental model process framework are included.

Findings

Gaps from the previous literature were identified along with in-depth explanations as to how a holistic mental model process can be applied to tourists evaluating intercultural tourist–tour guide service encounters and the service quality of their overall travel experience.

Research limitations/implications

The current conceptual framework of the holistic mental model process targets specifically on the intercultural tourists–tour guide service encounters. More in-depth empirical studies can be conducted focusing on specific variables of the intercultural tourist–tour guide service encounters and on the factor differences between specific cultures.

Practical implications

This research has practical implications for travel agencies and tourism companies. Travel agencies and tour companies can apply the holistic mental model process framework to examine and analyze the influential variables between tourists and tour guide (i.e. cultural differences, etiquette, norms and behaviors), thus design better tour guide training programs accordingly.

Social implications

Service encounter is a social activity that is influenced by the social environment. To achieve the best service quality, all parties, including tourists, tour guide, tour companies, host community, must understand cultural differences; work together in coordination and cooperation.

Originality/value

This is the first study that provides an in-depth holistic mental model process by integrating major contextual factors to examine tourists’ evaluation of intercultural service encounters between themselves and tour guides.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 8 no. 3
Type: Research Article
ISSN: 1750-6182

Keywords

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Article
Publication date: 4 October 2011

Ingrid Y. Lin and Karthik Namasivayam

The present study aims to examine the different restaurant tipping systems on perceived fairness, distributive justice, and control from employees' perspective.

4602

Abstract

Purpose

The present study aims to examine the different restaurant tipping systems on perceived fairness, distributive justice, and control from employees' perspective.

Design/methodology/approach

Five different written scenarios of tipping systems were depicted in the present study. A total of 205 restaurant employees were assigned to each of the five groups and responded to a written scenario. Data were collected during the restaurants' briefings. Participants were asked to read the scenario and to fill out a survey instrument. Researchers administered surveys to 12 different casual‐dining, full‐service restaurants.

Findings

Results indicate that when the service charge is added onto customers' bill and onto all tips collected for equal distribution among servers, this enhanced the employees' perception of fairness and distributive justice. Further, the traditional (non‐equal sharing) tipping system of keeping tips all to oneself is perceived as most fair and just to participants. However, in terms of equal sharing of tips, employees perceived sharing among all servers as more fair than the other tipping systems that include back‐of‐the‐house employees.

Research limitations/implications

The current study has a number of limitations. First, researchers had very little control with regard to the accuracy of the procedure due to the use of professional‐oriented sample versus student‐oriented sample. Consequently, some demographic data were missing. Second, as much as the authors would like more back‐of‐the‐house participants, the majority of the participants (94 percent) were front‐line servers of the restaurants. Third, the results of this study can only be generalized to restaurant employees in casual full‐service dining restaurants. Finally, there is limited literature available specifically focusing on employees' preferences of different restaurant tipping systems; as a result consider this study as exploratory research.

Practical implications

In order to satisfy FOH employees, restaurant managers should consider implementing tipping systems that permit front‐line servers to keep all the tips they earn to themselves. In some conditions, it is appropriate to include a service charge – the sample indicated this system as the next best choice.

Originality/value

No research has been done investigating the different restaurant tipping systems and on perceived fairness, distributive justice, and control from employees' perspective in actual restaurant settings using professional‐oriented sample, and including front‐ and back‐of‐the‐house employees.

Details

International Journal of Contemporary Hospitality Management, vol. 23 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

Available. Content available
Article
Publication date: 29 July 2014

Brendan T. Chen and Christina G. Chi

160

Abstract

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 8 no. 3
Type: Research Article
ISSN: 1750-6182

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Article
Publication date: 19 November 2024

Abdul Jelil Abukari, Wenyuan Li, Abdul Rasheed Akeji Alhassan Alolo, Pomegbe Wisdom Wise Kwabla, Ingrid Ruth Epezagne Assamala and Ibrahim Sulemana

The study constructs a novel theoretical model based on resource orchestration theory and examines it using data from Ghanaian small and medium-sized enterprises (SMEs).

46

Abstract

Purpose

The study constructs a novel theoretical model based on resource orchestration theory and examines it using data from Ghanaian small and medium-sized enterprises (SMEs).

Design/methodology/approach

Entrepreneurial bricolage (EB) represents a creative mechanism by which SMEs navigate resource challenges to become competitive. The purpose of this paper is to examine the link between EB to both innovation performance and firm performance among manufacturing SMEs in Ghana. In addition, we also examine the mediating role of polychronicity in the relationship between EB, innovation performance and firm performance.

Findings

The results suggest that EB positively and significantly influences both innovation performance and firm performance. Furthermore, polychronicity partially mediates the relationship between EB and innovation performance and between EB and firm performance.

Originality/value

This study enhances our understanding of the conditions under which EB may facilitate the attainment of innovation and firm performance among manufacturing SMEs. These findings also proffer practical and managerial implications for managing SMEs under resource constraints.

Details

Cross Cultural & Strategic Management, vol. 31 no. 4
Type: Research Article
ISSN: 2059-5794

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Article
Publication date: 28 April 2022

Shinta Amalina Hazrati Havidz, Tiffani Tiffani, Ingrid Claudia Calvilus and Zefanya Angelita

This paper aims to analyse COVID-19 indices and blockchain features on Bitcoin and Ethereum returns, respectively. The authors focus on the most used and owned cryptocurrencies…

231

Abstract

Purpose

This paper aims to analyse COVID-19 indices and blockchain features on Bitcoin and Ethereum returns, respectively. The authors focus on the most used and owned cryptocurrencies that cover Europe, the US and Asian countries.

Design/methodology/approach

An autoregressive distributed lag panel (pooled mean group and mean group) is utilized, and a robustness check is incorporated by using a Random Effect Model and Generalized Method of Moments (GMM).

Findings

Four new findings were discovered, including (1) the vaccine confidence index (VCI) pushes economic recovery and increased demand for the Bitcoin market, but the opposite result was interestingly observed from Ethereum; (2) the blockchain features were revealed to be essential to Bitcoin, while they were irrelevant to Ethereum for short-run country-specific results; (3) the hash rate and network difficulty moved inversely during the pandemic; and (4) the government played a significant role in taking action during uncertain times and regarding cryptocurrency policies.

Research limitations/implications

VCI is constructed by the most used vaccine type in our sample countries (i.e. Pfizer), as the data for a specific classification by each type is still unavailable.

Practical implications

Providing an evenly distributed vaccination program primary vaccination series against COVID-19 to the citizens is an essential duty of the government. Bitcoin policymakers and investors should watch the COVID-19 vaccine distributions closely as it will affect its return. Ethereum is emphasized to keep developing its smart contract which appeared to outplay other blockchain features. Cryptocurrency investors should be wise in their investment decisions by analysing the news thoroughly.

Social implications

This research emphasizes that the success in the roll-out of COVID-19 vaccination requires citizens' willingness to participate and their trust in the vaccine's efficacy. Such self-awareness and self-discipline in society can ultimately empower individuals and stabilise the economy. Nevertheless, the implementation of health protocols is still highly required to prevent the spread of new variants of COVID-19.

Originality/value

This is the first study that attempts to construct a VCI which denotes the confidence derived from the administration of full-dose COVID-19 vaccines (an initial vaccine and a second vaccine). The authors further find the impact on cryptocurrency returns. Next, blockchain size is utilized as a new determinant of cryptocurrencies.

Details

EuroMed Journal of Business, vol. 18 no. 2
Type: Research Article
ISSN: 1450-2194

Keywords

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Article
Publication date: 1 June 1998

Ann Marie Wood

Explores the extent of employee surveillance in the western world and queries why the USA uses surveillance measures to a greater extent than other developed nations. Suggests…

1563

Abstract

Explores the extent of employee surveillance in the western world and queries why the USA uses surveillance measures to a greater extent than other developed nations. Suggests that American managers choose surveillance methods which include the control of workers’ bodies in the production process. Lists the batteries of tests and monitoring to which US employees can now be subjected – including searching employee computer files, voice/e‐mail, monitoring telephone calls, drug tests, alcohol tests, criminal record checks, lie detector and handwriting tests. Notes also the companies which are opposed to worker and consumer privacy rights. Pinpoints the use of surveillance as a means to ensure that employees do not withold production. Reports that employees dislike monitoring and that it may adversely affect their performance and productivity. Argues that Americans like to address complex social problems with technological means, there are no data protection laws in the USA, and that these two factors, combined with the “employment‐at‐will” doctrine, have all contributed to make it possible (and easy) for employers to use technological surveillance of their workforce. Outlines some of the ways employers insist on the purification of workers’ bodies.

Details

International Journal of Sociology and Social Policy, vol. 18 no. 5/6
Type: Research Article
ISSN: 0144-333X

Keywords

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Article
Publication date: 22 September 2021

Ndeye Astou Manel Fall, Fatou Diop-Sall and Ingrid Poncin

Digital service innovations have enabled service market access, transforming Africa. This paper aims to investigate individual and contextual drivers of experience value of mobile…

517

Abstract

Purpose

Digital service innovations have enabled service market access, transforming Africa. This paper aims to investigate individual and contextual drivers of experience value of mobile money transfer (MMT) service during post-adoption given impacts of individual/cultural characteristics in Senegal.

Design/methodology/approach

Mixed methods. Study 1 qualitatively investigates the effects of individual-contextual drivers on the experience value of MMT and behavioral intentions. Study 2 quantitatively tests the main causal effects between drivers and MMT.

Findings

Conceptual models of experience value including ethical and social dimensions proposed in MMT are positively related to behavioral intentions. Need for social interaction (NSI), self-efficacy (SEFF) and social pressure (SP) – sources of experience value creation/destruction – must be integrated into business practices. Results show the indirect positive influence of NSI on behavioral intentions through MMTs experience value. Moreover, traditional cultural orientation (TCO) is a source of value creation/destruction. Managers should build ethical relations with users, integrate social functions in MMT and understand users’ cultural and individual characteristics for better customer relationship management policy.

Originality/value

Few studies examine how MMT experience creates/destroys value in a Sub-Saharan African context, specifically in Senegal. The authors show that SP might destroy value and reveal how individual variables such as SEFF, NSI and TCO affect experience value creation/destruction. Surprisingly, NSI creates value, revealing MMT as hybrid self-service technology.

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