Ivan K.W. Lai, Michael Hitchcock, Ting Yang and Tun-Wei Lu
The purpose of this study is to examine the development of service quality research in hospitality and tourism from 1984 to 2014, to identify research gaps and to suggest…
Abstract
Purpose
The purpose of this study is to examine the development of service quality research in hospitality and tourism from 1984 to 2014, to identify research gaps and to suggest directions for future research.
Design/methodology/approach
This review comprised three steps with the first being the generation of a structural map by using the online pathfinder network (PFNET) to identify potential research themes. The second research step involved an online literature search covering 2,211 academic journal articles to obtain basic information for planning an additional content investigation concerning the research themes. The final step was to investigate the content of the articles published in top-tier journals or frequently cited ones in three different stages (1984-1993, 1994-2003 and 2004-2014) to explore potential research topics.
Findings
The study identifies 17 research themes that comprise two main research themes, seven sub-stems, six outer-leaves and two little-leaves. The developments of service quality research in each theme are explored. The role of each theme in service quality study is revealed. Finally, this study identifies research opportunities for service quality research within each theme.
Practical implications
This study demonstrates how to use PFNET to effectively perform a systematic literature review. By referring to previous publications reviewed in this study, researchers can contribute by extending existing theories in their further research on the seventeen themes.
Originality/value
This study contributes a systematic literature review method by applying an online PFNET approach, provides a well-researched list of references for researchers conducting service quality research and highlights research gaps for researchers who plan to pursue service quality research.
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Ivan K.W. Lai, Dong Lu and Yide Liu
The concept of experience economy states that customers seek experiences whether from products and services. Tourism is at the forefront of the experience economy because tourists…
Abstract
Purpose
The concept of experience economy states that customers seek experiences whether from products and services. Tourism is at the forefront of the experience economy because tourists are looking for staged experience encompassing the four realms (entertainment, educational, esthetic and escapism). The purpose of this paper is to empirically explore the effects of the experience economy on tourists’ word-of-mouth (WOM) in Chengdu cuisine through satisfaction and memory.
Design/methodology/approach
In total, 397 valid data were collected from the tourists who have experienced the ethnic cuisine in Chengdu. A partial least-square structural equation modeling technique was used to examine the research model.
Findings
The empirical results indicated that esthetic is the antecedent of the other three realms of experience economy; esthetic, educational and entertainment experiences influence satisfaction; four realms of experience economy influence memory; and satisfaction and memory ultimately influence WOM.
Practical implications
The findings of this study provide practical implications for operators of ethnic restaurants in designing their restaurants and menus, travel agencies in planning the tour itinerary and governments in using ethnic cuisine for destination marketing.
Originality/value
This study is a pioneer in studying the experience economy in the ethnic cuisine. It has identified the relationships between four dimensions of experience economy of ethnic cuisine, tourist satisfaction, memory and WOM toward ethnic cuisine in a tourist destination. It has also integrated the senses of Chinese cuisine (“sight,” “smell” and “taste”) into the measures of esthetic experience for studying experience economy in ethnic cuisine.
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Venessa Chan Lyu, Ivan K.W. Lai, Hiram Ting and Hongfeng Zhang
The purpose of this paper is to explore the knowledge infrastructure of destination food research based on a systematic literature review. This bibliometric analysis involves…
Abstract
Purpose
The purpose of this paper is to explore the knowledge infrastructure of destination food research based on a systematic literature review. This bibliometric analysis involves authors, institutions, countries and co-citation networks and discloses trending developments in the field.
Design/methodology/approach
This study is based on 176 articles published in hospitality and tourism journals during the period 2000–2018 and bibliometric data downloaded from the ISI Web of Science. This review applies bibliometric analysis, citation network analysis and content analysis to examine the structure and networks of destination food knowledge so as to provide destination food researchers with a reference guide to the context, methods and focus of previous studies.
Findings
The findings demonstrate the development and trends of destination food research. This is the first study to address the limitations of prior systematic literature reviews by applying network analysis to reveal the interrelated structures and properties of the destination food research domain.
Practical implications
Practitioners can also discover trends in the design of development strategies, as well as identify extended themes that may be integrated with research in the field of destination food at present.
Originality/value
As a summary of key characteristics, this report is a useful reference guide to previous studies for researchers. This study presents core content about the destination food field and identifies development trends within destination food research. Based on the results, further research directions are provided.
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The paper aims to develop and examine benchmarking performance measures for the extended enterprise (EE).
Abstract
Purpose
The paper aims to develop and examine benchmarking performance measures for the extended enterprise (EE).
Design/methodology/approach
A research model was constructed based on 16 performance measures in eight categories. An online survey by questionnaire is conducted with manufacturing industries in China. There is an evaluation of the level of importance among these performance measures. Results of the survey are subjected to appropriate statistical tests to establish reliability and validity.
Findings
Results of the empirical research provide the benchmarking performance measures of a successful EE. Results of the survey indicate that performance measures in operation and customer categories are more important than others.
Research limitations/implications
The paper has a limitation on the sample size. Further, data collection would be beneficial.
Practical implications
Participants of EEs can use these performance measures to design their benchmarking and key performance indictors to pursue the continued success of their EEs.
Originality/value
The paper builds on current literature and develops a conceptual model, which is then tested via a questionnaire survey. Only a limited literature has addressed the benchmarking performance measures for EE.
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Ivan K.W. Lai and Henry C.W. Lau
The purpose of this paper is to propose a hybrid risk management model, focusing on identification and evaluation of potential risk scenarios in industry/enterprise level, which…
Abstract
Purpose
The purpose of this paper is to propose a hybrid risk management model, focusing on identification and evaluation of potential risk scenarios in industry/enterprise level, which assists in preventing negative impacts from adverse risks.
Design/methodology/approach
The proposed hybrid risk management model embraces the concept of hierarchical holographic modelling (HHM), enterprise‐wise risk management (ERM) and risk filtering, ranking, and management (RFRM) that could be applied in real commercial settings. A case study is conducted in order to validate this comprehensive theoretical model.
Findings
This study shows the potential risks that may be faced by the textile industry in Hong Kong. Corresponding responses are suggested for the risks in different levels, which provide a systematic approach in managing the risks.
Research limitations/implications
The use of a single case study may limit the generalizability of the findings.
Practical implications
The risks suffered by the textile industry are identified through the case study, which provide an insight for better planning and preparation, so as to gain a better chance of success than that of competitors.
Originality/value
The proposed model does not only provide theoretical merits to the literature but can also be applied to different industries for risk management practices.
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The objective of this paper is to investigate the strategic changes from adopting Internet‐based Interorganizational Systems (IIOS) within the logistics industry.
Abstract
Purpose
The objective of this paper is to investigate the strategic changes from adopting Internet‐based Interorganizational Systems (IIOS) within the logistics industry.
Design/methodology/approach
This paper reviews literature of the evolution of IIOS from Interorganizational Systems (IOS); identifies challenges encountered by the logistics industry in a new digital economy; presents an IIOS model for the logistics industry; and examines a number of strategic changes of adopting IIOS from a case study.
Findings
The paper illustrates a number of strategic changes by adopting IIOS from a case study.
Research limitations/implications
It supports the development of the IIOS model for the logistics industry; links this theoretical model into practice; and provides the direction for future research.
Practical implications
This paper is very useful for third‐party logistics providers as it helps them to understand how IIOS changes the structure of the logistics industry and alters the rules of competition.
Originality/value
This study provides a contribution in practice by linking a theoretical IIOS model for the logistics industry to a practical real case.
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This study aims to understand the bi-directional relationship between residents’ perceived community-oriented factors and residents’ emotional solidarity with tourists. It…
Abstract
Purpose
This study aims to understand the bi-directional relationship between residents’ perceived community-oriented factors and residents’ emotional solidarity with tourists. It compares the mutual influences between the human–place relationship and the resident–tourist relationship.
Design/methodology/approach
A research model with two arrows was constructed, presenting two sets of research hypotheses. Hypothesis A formalizes the effect of community-oriented factors on emotional solidarity, while Hypothesis B formalizes the effect of emotional solidarity on community-oriented factors. Using systematic sampling, this study received 462 valid questionnaires in Macau. These samples were used in confirmation factor analysis and stepwise multiple regression analysis.
Findings
In the one-way influence of community-oriented factors on emotional solidarity, residents’ community attachment, commitment and involvement have the greatest effect, respectively, on their welcoming nature, sympathetic understanding and emotional closeness to tourists. In the one-way influence of emotional solidarity on community-oriented factors, residents’ welcoming nature to tourists has the greatest impact on community attachment and commitment while residents’ emotional closeness has the greatest impact on community involvement. Besides, the impact of community-oriented factors on emotional solidarity has stronger explanatory power than the impact of emotional solidarity on community-oriented factors.
Originality/value
Contrary to most tourism studies on residents’ perspectives that only focus on one-way influence, this study suggested a dual-way approach that helps researchers further build complex models to better explain the complex relationships between places, residents and tourists. Furthermore, this study provides a contribution to tourism research on emotional solidarity by clarifying the flexible roles of community-oriented factors on residents’ emotional solidarity.
目的
本研究旨在了解居民感知的社区导向因素与居民对游客情感团结之间的双向关系。它比较了人-地关系和居民-游客关系之间的相互影响。
设计/方法/途径
本研究构建了一个有两套研究假设的双箭头模型。假设A确定了社区导向因素对情感团结的影响, 而假设B确定了情感团结对社区导向因素的影响。本研究通过系统抽样在澳门收到462份有效问卷。这些样本被用于确认因子分析和逐步多元回归分析。
研究结果
在社区导向因素对情感团结的单向影响中, 居民的社区依恋、承诺和参与分别对他们对游客的欢迎本质、同情理解和情感亲密有最大影响。在情感团结对社区导向因素的单向影响中, 居民对游客的欢迎本质对社区依恋和承诺的影响最大, 而居民的情感亲密对社区参与的影响最大。此外, 社区导向因素对情感团结的影响比情感团结对社区导向因素的影响具有更强的解释力。
原文/价值
不同于大多数关于居民视角的旅游研究只关注单向影响, 本研究提出了一种双向的方法, 有助于研究者进一步建立复杂的模型, 以更好地解释地方、居民和游客之间的复杂关系。此外, 本研究通过阐明社区导向因素对居民情感团结的灵活作用, 为旅游业的情感团结研究提供了贡献。
Propósito
Este estudio pretende comprender la relación bidireccional entre los factores orientados a la comunidad percibidos por los residentes y la solidaridad emocional de éstos con los turistas. Compara las influencias mutuas entre la relación persona-lugar y la relación residente-turista.
Diseño/metodología/enfoque
Se construyó un modelo de investigación con dos flechas, que presenta dos conjuntos de hipótesis de investigación. La hipótesis A formaliza el efecto de los factores orientados a la comunidad sobre la solidaridad emocional, mientras que la hipótesis B formaliza el efecto de la solidaridad emocional sobre los factores orientados a la comunidad. Mediante un muestreo sistemático, este estudio recibió 462 cuestionarios válidos en Macao. Estas muestras se utilizaron en el análisis factorial de confirmación y en el análisis de regresión múltiple por pasos.
Conclusiones
en la influencia unidireccional de los factores orientados a la comunidad sobre la solidaridad emocional, el apego a la comunidad, el compromiso y la implicación de los residentes tienen el mayor efecto, respectivamente, sobre su carácter acogedor, su comprensión y su cercanía emocional a los turistas. En la influencia unidireccional de la solidaridad emocional sobre los factores orientados a la comunidad, el carácter acogedor de los residentes hacia los turistas tiene el mayor impacto sobre el apego y el compromiso comunitarios, mientras que la cercanía emocional de los residentes tiene el mayor impacto sobre la implicación comunitaria. Además, el impacto de los factores orientados a la comunidad en la solidaridad emocional tiene mayor poder explicativo que el impacto de la solidaridad emocional en los factores orientados a la comunidad.
Originalidad/valor
A diferencia de la mayoría de los estudios turísticos sobre las perspectivas de los residentes que sólo se centran en la influencia unidireccional, este estudio sugiere un enfoque bidireccional que ayuda a los investigadores a seguir construyendo modelos complejos para explicar mejor las complejas relaciones entre lugares, residentes y turistas. Además, este estudio contribuye a la investigación turística sobre la solidaridad emocional aclarando el papel flexible de los factores orientados a la comunidad en la solidaridad emocional de los residentes.
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John N. Ivan and Karthik C. Konduri
Purpose – This chapter gives an overview of methods for defining and analysing crash severity.Methodology – Commonly used methods for defining crash severity are surveyed and…
Abstract
Purpose – This chapter gives an overview of methods for defining and analysing crash severity.
Methodology – Commonly used methods for defining crash severity are surveyed and reviewed. Factors commonly found to be associated with crash severity are discussed. Approaches for formulating and estimating models for predicting crash severity are presented and critiqued. Two examples of crash severity modelling exercises are presented and findings are discussed. Suggestions are offered for future research in crash severity modelling.
Findings – Crash severity is usually defined according to the outcomes for the persons involved. The definition of severity levels used by law enforcement or crash investigation professionals is less detailed and consistent than what is used by medical professionals. Defining crash severity by vehicle damage can be more consistent, as vehicle response to crash forces is more consistent than that of humans. Factors associated with crash severity fall into three categories – human, vehicle/equipment and environmental/road – and can apply before, during or after the crash event. Crash severity can be modelled using ordered, nominal or several different types of mixed models designed to overcome limitations of the ordered and nominal approaches. Two mixed modelling examples demonstrate better prediction accuracy than ordered or nominal modelling.
Research Implications – Linkage of crash, roadway and healthcare data sets could create a more accurate picture of crash severity. Emerging statistical analysis methods could address remaining limitations of the current best methods for crash severity modelling.
Practical Implications – Medical definitions of injury severity require observation by trained medical professionals and access to private medical records, limiting their use in routine crash data collection. Crash severity is more sensitive to human and vehicle factors than environmental or road factors. Unfortunately, human and vehicle factor data are generally not available for aggregate forecasting.
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Xiaohong Wu, Ivan Ka Wai Lai and Junwei Chen
The purpose of this study is to examine how a hotel virtual reality photography (VRP) preview enhances customers’ immediate booking intention compared to a picture preview.
Abstract
Purpose
The purpose of this study is to examine how a hotel virtual reality photography (VRP) preview enhances customers’ immediate booking intention compared to a picture preview.
Design/methodology/approach
Data were collected using a one-factor between-subject experimental design and time-based systematic sampling. Respondents were asked to read a scenario on an iPad and assess a hotel preview (VRPs vs pictures) before answering the questionnaire.
Findings
The results show that a hotel VRP preview generates more mental imagery than a picture preview in terms of quantity, vividness, modality and valence. These four dimensions of mental imagery indirectly influence customers’ immediate booking intentions through perceived utilitarian value and hedonic value, among which modality has the greatest influence on utilitarian value and valence has the greatest influence on hedonic value. Moreover, utilitarian value has a stronger impact on customers’ immediate booking intentions than does hedonic value.
Originality/value
The results obtained in this study contribute to hospitality research by using cognitive consistency theory as the overarching framework, combining mental imagery theory, media richness theory and perceived value theory to explain the mechanism of tourists’ hotel booking decision-making from hotel previews. Comparing this study’s results with previous studies shows the difference in the effects of 360° (head-mounted) videos, VRPs and pictures on evoking mental imagery across tourism and hotel products, updating our knowledge of VR technology in tourism marketing.
研究目的
本研究旨在探讨与图片预览相比, 酒店虚拟现实摄影(VRP)预览如何增强客户的即时预订意图。
研究方法
本研究采用单因素被试间实验设计和时间系统抽样收集数据。受试者在 iPad 上阅读场景并评估酒店预览(VRP与图片), 然后填写问卷。
研究发现
结果表明, 酒店VRP预览在心理意象的数量、生动性、感官模式和情感效价方面比图片预览生成更多的心理意象。这四个维度的心理意象通过感知的工具价值和享乐价值间接影响客户的即时预订意图, 其中感官模式对工具价值的影响最大, 情感效价对享乐价值的影响最大。此外, 工具价值对客户的即时预订意图的影响强于享乐价值。
研究创新
本研究利用认知一致性理论作为总体框架, 结合心理意象理论、媒介丰富度理论和感知价值理论, 解释了游客在酒店预览中做出预订决策的机制。本研究结果与以往研究相比, 展示了360°(头戴式)视频、VRP和图片在唤起旅游和酒店产品心理意象方面的差异, 更新了我们对旅游营销中VR技术的理解。
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Kenneth Shiu Pong Ng, Yan Feng, Ivan Ka Wai Lai and Lois Zi-Yu Yang
This study aims to develop a conceptual model to understand how customer knowledge management (CKM) affects fitness club membership renewal through the mediation of relationship…
Abstract
Purpose
This study aims to develop a conceptual model to understand how customer knowledge management (CKM) affects fitness club membership renewal through the mediation of relationship quality.
Design/methodology/approach
Data were collected outside of fitness clubs using a systematic sampling method. A total of 224 valid responses were collected. Structural equation modelling was used to evaluate the relationship between the constructs of the research model.
Findings
The results indicate that both knowledge from customers and knowledge for customers have a positive influence on customer satisfaction and customer trust. Among them, knowledge for customers has a stronger influence on customer satisfaction while knowledge from customers has a greater influence on customer trust. Additionally, three dimensions of relationship quality (customer satisfaction, customer trust and customer commitment) positively influence membership renewal intention with customer commitment exhibiting the greatest influence on it.
Originality/value
This study combines the theories of CKM and relationship quality management to explain why members will renew their service contracts. By using fitness clubs as an example, this research extends the authors' understanding of how knowledge from and for customers can influence customers' attitudes and behavioural intentions towards service companies.