Mamoun N. Akroush, Luai E. Jraisat, Dina J. Kurdieh, Ruba N. AL-Faouri and Laila T. Qatu
The purpose of this paper is to examine the relationship between tourism service quality and destination loyalty through investigating the mediation effect of destination image in…
Abstract
Purpose
The purpose of this paper is to examine the relationship between tourism service quality and destination loyalty through investigating the mediation effect of destination image in the Dead Sea tourism destination, Jordan, from international tourists perspectives. The paper also investigates the tourism service quality dimensions from international tourists’ viewpoints.
Design/methodology/approach
A structured and self-administered survey was used targeting international tourists who were visiting the Dead Sea tourism destination, Jordan. The authors delivered 300 questionnaires to international tourists from which 237 were retained and valid for the analysis. A series of exploratory and confirmatory factor analyses were performed to assess the research constructs dimensions, unidimensionality, validity and composite reliability. Structural path analysis was also used to test the hypothesised relationships of the research model.
Findings
The empirical findings indicate that tourism service quality is, in fact, a four-dimensional (4D) construct as opposed to five as proposed by the original hypothesised model. The 4D model consists of four facets: assurance-responsiveness, tangible facilities-empathy, reliability and reliability-quality of directions. Also, the results indicate that brand image loaded onto two dimensions named as “physical environment” and “people characteristics”. The structural findings indicate that the four dimensions of tourism service quality have positively and significantly affected destination image. Further, brand image has positively and significantly affected destination loyalty. Finally, destination image fully mediates the relationship between tourism service quality and destination loyalty.
Research limitations/implications
This paper has examined only five dimensions of tourism service quality that affected destination loyalty directly and indirectly; meanwhile, other service quality dimensions such as technical quality may affect both destination image and destination loyalty. Further, destination image is the only mediator investigated in this paper. Other consumer-based brand equity factors such as brand salience my act as another mediator. Also, this paper investigated international tourists’ perspectives in the Dead Sea tourism destination only, which means that its generalisation to other tourism destinations is limited. Therefore, comparative studies inside and outside Jordan’s tourism destinations are potential areas of future research. Other limitations and future research areas are also outlined.
Practical implications
The paper highlights the strategic importance of brand image on the relationship between tourism service quality and destination loyalty. Tourism service quality acts as an antecedent to brand image and the later is essential to destination loyalty. In other words, brand image of the physical environment and people friendless and kindness are the critical linkage that create destination loyalty. Further, an integrated model of tourism service quality, destination image and destination loyalty is required by tourism organisations operating in the Dead Sea destination to win international tourists again.
Originality/value
This paper represents one of the very few attempts that investigate tourism service quality and destination loyalty through understanding the mediating role of brand image in the Dead Sea destination. Accordingly, it should shed more light into the strategic role of brand image dimensions and how they affect destination loyalty. Further, the paper is the first of its kind to investigate an integrated model of tourism service quality and destination loyalty from international tourist perspectives in Jordan. The main issue here is that tourism organisations operating in the Dead Sea tourism destination have now valuable empirical evidence concerning the drivers of destination loyalty in an integrated manner.
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Nor Aida Abdul Rahman, Aidi Ahmi, Luai Jraisat and Arvind Upadhyay
This research aims to shed light on the trend of humanitarian supply chain (HSC) studies in the era of pre, during and post coronavirus disease 2019 (COVID-19) pandemic…
Abstract
Purpose
This research aims to shed light on the trend of humanitarian supply chain (HSC) studies in the era of pre, during and post coronavirus disease 2019 (COVID-19) pandemic outbreaks. This study provides comprehensive bibliometric mapping published in the 21 top vintage sources globally providing detailed metadata on HSC articles. The manuscript objectives are threefold: to explore the documents that are published in the field of humanitarian logistics and supply chain; second, to identify details of articles in humanitarian logistics and supply chain and thirdly, to explore research the critical area published in the HSC in pre, during and post era of pandemic COVID-19.
Design/methodology/approach
This research adopts bibliometric analysis of HSC studies using the Biblioshiny, a shiny app for the Bibliometrix R package. The tool employed in this study decodes the data extracted from the Scopus database to various visualized forms. The review of the HSC studies in this research covers all related publications from 2006 to early 2022. The record of the article was scanned and refined accordingly.
Findings
A multi perspectives of HSC studies were explored, discussed and identified. The bibliometric analysis findings offer significant information on the current and future trend publications in the area of humanitarian logistics and supply chain. Additionally, it also provides significant information on the highly cited documents in humanitarian logistics and supply chain studies, most productive contributors, keywords analysis findings, most productive countries and sources, network analysis data on co-occurrence network and themes mapping information in the field of humanitarian logistics supply chain before and after pandemic COVID-19.
Research limitations/implications
A multi-perspective of HSC studies was explored only within the online Scopus database. It excludes other articles published in other databases. Future research could explore related articles published in other recognized databases.
Practical implications
Practitioners can use multi perspectives findings from pre, during and post-pandemic COVID-19 issues discussed in this paper to get new insight and perception of the issue to facilitate their current and future operation and strategy.
Originality/value
To the best of the researchers’ knowledge, this is the first bibliometric study to analyze the trend of HSC studies using Biblioshiny focusing on pre, during and post COVID-19 pandemic. The review highlights annual publication trends, most productive authors, most cited papers, most productive countries, most productive institutions and most productive sources, which leads to a number of future research agendas for future studies.
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Mohammad Ta'Amnha, Mohannad Jreissat, Ghazi Samawi, Luai Jraisat, Omar M. Bwaliez, Anil Kumar, Jose Arturo Garza-Reyes and Arvind Upadhyay
Lean management is a contemporary management system that firms adopt to boost their performance. Lean management can be integrated with human resources management to develop a new…
Abstract
Purpose
Lean management is a contemporary management system that firms adopt to boost their performance. Lean management can be integrated with human resources management to develop a new concept of lean human resources management (LHRM). This entails the implementation of several practices. However, the LHRM–performance paradigm remains underexplored in the literature. Hence, this study aims to examine the interrelationships between LHRM practices and the impacts of those practices on firm performance (FP).
Design/methodology/approach
Using two equal-sized samples (n = 250 each) of manufacturing firms in Jordan and Germany, this study proposes two structural equation models (i.e. a Jordanian and a German models) depicting the interrelationships between LHRM practices and the impacts of those practices on FP. After testing these models, a comparison between them is conducted, producing findings with theoretical and practical implications.
Findings
The main findings of this study indicate that the average implementation of LHRM practices among German manufacturing firms is at a higher level than the average implementation among Jordanian firms. The findings also support the proposed interrelationships between LHRM practices and the impact of those practices on FP for both the Jordanian and German models.
Originality/value
To the best of the authors’ knowledge, this study is among the first to highlight the proposed relationships, both in general and in the context of comparing developed and developing countries. Its findings have important implications that can enable manufacturing managers to benefit from the implementation of LHRM practices to enhance FP in different contexts. These findings provide valuable insights for human resource managers and decision-makers and open several avenues for future research.
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Fathien Azuien Yusriza, Nor Aida Abdul Rahman, Luai Jraisat and Arvind Upadhyay
The supply chain (SC) encompasses all actions related to meeting customer requests and transferring materials upstream to meet those demands. Organisations must operate towards…
Abstract
Purpose
The supply chain (SC) encompasses all actions related to meeting customer requests and transferring materials upstream to meet those demands. Organisations must operate towards increasing SC efficiency and effectiveness to meet SC objectives. Although most businesses expected the coronavirus disease 2019 (COVID-19) pandemic to severely negatively impact their SCs, they did not know how to model disruptions or their effects on performance in the event of a pandemic, leading to delayed responses, an incomplete understanding of the pandemic's effects and late deployment of recovery measures. Therefore, this study aims to consider the impact of implementing Bayesian network (BN) modelling to measure SC performance in the airline catering context.
Design/methodology/approach
This study presents a method for modelling and quantifying SC performance assessment for airline catering. In the COVID-19 context, the researchers proposed a BN model to measure SC performance and risk events and quantify the consequences of pandemic disruptions.
Findings
The study simulates and measures the impact of different triggers on SC performance and business continuity using forward and backward propagation analysis, among other BN features, enabling us to combine various SC perspectives and explicitly account for pandemic scenarios.
Originality/value
This study's findings offer a fresh theoretical perspective on the use of BNs in pandemic SC disruption modelling. The findings can be used as a decision-making tool to predict and better understand how pandemics affect SC performance.
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The purpose of this paper is to illustrate how network perspective can be used to determine the importance of key dimensions of network in driving firm's performance within an…
Abstract
Purpose
The purpose of this paper is to illustrate how network perspective can be used to determine the importance of key dimensions of network in driving firm's performance within an Agri-Food Value Chain (AFVC). It aims to analyze how factors of network and value added tasks have an impact on firm’s performance in the context of agri-food sector
Design/methodology/approach
This research employs a quantitative method. Based on an illustrative empirical case, the research tests a simple variance-based reflective Structural Equation Model (SEM) with main effects based on a sample of 200 firms within AFVC in Jordan.
Findings
The results identify the high-order factors of business networks and demonstrate the role of network perspective on firm’s performance, acting as the main strategy to improve long-term business in AFVC. The results show that firm's performance is mostly driven by the three key factors of network (actors, resources and activities), as well as by the four levels of value added tasks (form, time, place and possession).
Research limitations/implications
This research has important implications for different level managers at firms. By understanding the various factors that are most important between partners at the firm level and between firms in a network, managers can focus their efforts on these factors in order to foster successful long term businesses and their performances. We further provide some managerial recommendations for more effective management of AFVC in terms of leveraging firm's performance.
Originality/value
This is one of few studies that investigate factors of network in value chain firms. The results show that the network perspective can link both the key factors of network and the levels of value added tasks for better firm's performance in AFVC.
Luai Jraisat, Lana Jreisat and Christine Hattar
The purpose of this paper is to identify the relative importance of factors affecting quality. This is important where great expenditures of time, money, and resources are wasted…
Abstract
Purpose
The purpose of this paper is to identify the relative importance of factors affecting quality. This is important where great expenditures of time, money, and resources are wasted each year due to inefficient or non-existent quality levels.
Design/methodology/approach
An exploratory approach is employed. After a literature review, six interviews are initially conducted with construction experts and then a simple survey of 328 questionnaires was administrated through structured personal interviews among contractors and architects in the Jordanian housing sector.
Findings
The findings suggest that contractors and architects combined agreed that the highest important factors affecting quality are: human resource management, customer satisfaction, and construction specific factors. The findings also suggest that strategic planning, continuous improvement, resources are the lowest important factors. A conceptual framework encompassing the key quality factors is also developed.
Research limitations/implications
This research has important implications for different level managers at construction companies. By understanding the quality factors, managers can focus on the highest factors and catch up with their lowest important factors in order to maintain a balanced and integrated quality approach.
Originality/value
This is one of few studies that investigate the importance of quality factors. To the authors’ knowledge, this is the first paper providing empirical evidence of the quality factors in construction management in a developing country.
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Luai E. Jraisat and Ihab H. Sawalha
This paper aims to explore the factors of quality control (QC) among key members of a supply chain and investigate the effect on supply chain management (SCM).
Abstract
Purpose
This paper aims to explore the factors of quality control (QC) among key members of a supply chain and investigate the effect on supply chain management (SCM).
Design/methodology/approach
This research employs a case study approach of five firms in the fresh fruit and vegetable supply chain in Jordan. Cases are first analysed individually. Then a cross‐analysis supplemented with archival material and non‐participant observation is made. A questionnaire is also conducted in order to analyse the effect of QC on SCM.
Findings
The findings identify the high‐order factors of QC and demonstrate the role of QC in SCM, acting as the main strategy to improve supply chains.
Practical implications
The case studies draw on the experiences and views of supply chain members in order to improve the understanding of the role of QC in SCM. The proposed conceptual framework can help managers in understanding the factors of supply chain QC.
Originality/value
This is one of only a few studies that examine QC in the supply chain. It is also one of only a few research studies to provide empirical evidence of the role of QC in SCM for the fruit and vegetable industry.
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Luai Jraisat, Manto Gotsi and Michael Bourlakis
Our understanding of the drivers of information sharing in export supply chains (ESCs) in general, and in agri-food ESCs in particular, remains scarce. In response, the authors’…
Abstract
Purpose
Our understanding of the drivers of information sharing in export supply chains (ESCs) in general, and in agri-food ESCs in particular, remains scarce. In response, the authors’ paper seeks to explore the drivers of information sharing between two key members of an agri-food ESC (producers and exporters) in Jordan and investigate the link to export performance.
Design/methodology/approach
The authors use a two-stage qualitative approach. They initially interview seven ESC experts and a comparative case study across ten producer-exporter relationships follows. The latter involves 40 interviews (four per case) with producers and exporters in these relationships, supplemented with archival material and non-participant observation.
Findings
Specific transaction, relationship and network drivers are found to support information sharing in these relationships and information sharing is linked to export performance. In higher performing cases, information sharing is triggered by integration-focused drivers, where the emphasis is on long-term and joint planning, based on sharing wider types of information. In lower performing cases, information sharing is triggered by more individualistic drivers and producers and exporters are sharing logistics-related information with a short-term perspective.
Originality/value
This study extends current literature by identifying how different drivers influence information sharing in producer-exporter relationships and are linked to differences in export performance.
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Ihab Hanna Salman Sawalha, Luai Eid Jraisat and Kamal A.M. Al‐Qudah
This research aims to: identify major risks that have the potential to place Jordanian hotels in crisis or disaster situations; investigate the tools/frameworks adopted by…
Abstract
Purpose
This research aims to: identify major risks that have the potential to place Jordanian hotels in crisis or disaster situations; investigate the tools/frameworks adopted by Jordanian hotels to manage crises and disasters; and investigate the cultural factors influencing the wider adoption of crisis and disaster management best practices in Jordanian hotels.
Design/methodology/approach
A survey of “five‐star” hotels in Jordan was undertaken. Interviewer‐administered questionnaire was conducted followed by semi‐structured interviews with three General Managers from three hotels of different cultural backgrounds: local; regional; and international.
Findings
Results revealed that Jordanian hotels are exposed to a wide range of risks. Jordanian hotels lack effective and comprehensive tools/frameworks for managing crises and disasters. Organizational culture affects the wider adoption of crisis and disaster management best practices within Jordanian hotels.
Practical implications
To be successful in promoting crisis and disaster management in hotels and in the tourism industry more generally, the relevant authorities in Jordan, such as the Ministry of Tourism and Antiquities and the Jordanian Hotels Association, should demonstrate to hotels in Jordan how significant crisis and disaster management is, so that they can be able to cope with crises and disasters more efficiently.
Originality/value
This is the first study investigating crisis and disaster management in Jordanian hotels using quantitative and qualitative approaches. This research will be of value to those interested in crisis and disaster management in the tourism industry.
Luai E. Jraisat, Mamoun N. Akroush, Ruba Jaser Alfaouri, Laila T. Qatu and Dina J. Kurdieh
The purpose of this paper is to examine an integrated model of perceived brand salience, perceived brand quality, perceived brand image and perceived brand loyalty in the Dead Sea…
Abstract
Purpose
The purpose of this paper is to examine an integrated model of perceived brand salience, perceived brand quality, perceived brand image and perceived brand loyalty in the Dead Sea tourism destination of Jordan from international tourists’ perspectives.
Design/methodology/approach
A structured and self-administered survey was employed targeting international tourists who were visiting the Dead Sea tourism destination. The authors delivered 300 questionnaires to international tourists, from which 237 were retained and valid for the analysis. A series of exploratory and confirmatory factor analyses was used to assess the research constructs dimensions, unidimensionality, validity and composite reliability. Structural path analysis was also used to test the hypothesized relationships of the research model.
Findings
The structural findings show that perceived brand salience has positively and significantly affected each of perceived brand quality and perceived destination loyalty. Perceived brand quality has positively and significantly affected each of perceived brand image-physical environment, perceived brand image-people characteristics and perceived destination loyalty. Each of perceived brand image-physical environment and perceived brand image-people characteristics has positively and significantly affected perceived destination loyalty. The structural findings indicate that perceived brand quality has exerted the strongest effect on each of perceived brand image-physical environment and perceived brand image-people characteristics. Further, the structural results show that R2 result of 0.48 indicates that 48 per cent of variation in perceived destination loyalty was caused by perceived brand quality, perceived brand image dimensions (physical environment and people characteristics) and perceived brand salience path.
Research limitations/implications
This paper has examined only three drivers of destination loyalty; meanwhile, other factors such as tourists’ satisfaction and retention are potential areas of future research. Also, this study investigated international tourists’ perspectives in the Dead Sea tourism destination only, which means that its generalization potential to other destinations is limited. Therefore, comparative studies inside and outside Jordan’s tourism destinations are potential areas of future research. Other limitations and future research areas are also outlined.
Practical implications
The paper highlights the strategic importance of perceived brand quality and perceived brand image dimensions (physical environment and people characteristics) on perceived destination loyalty. Perceived brand quality acts as strong antecedent to perceived brand image dimensions, and perceived brand salience is an essential element of perceived destination loyalty. Perceived brand quality, perceived brand image dimensions and perceived brand salience are major drivers of perceived brand destination in an integrated manner. Also, perceived brand image dimensions of the physical environment and people friendless and kindness are also vital for creating perceived destination loyalty. Further, an integrated model of perceived brand salience, perceived brand quality, perceived brand image dimensions and destination loyalty is required by tourism organizations operating in the Dead Sea destination to win international tourists now and in the future.
Originality/value
This paper represents an early attempt to reveal and examine potential drivers of perceived destination loyalty in the Dead Sea, Jordan. Accordingly, it should shed more light into the strategic role of perceived brand quality, perceived brand salience and perceived brand image dimensions and how they affect perceived destination loyalty. Further, the paper is the first of its kind that investigated an integrated model of perceived brand salience and perceived destination loyalty via perceived brand quality and image dimensions from international tourist perspectives in Jordan. The main issue here is that tourism organizations operating in the Dead Sea tourism destination have now valuable empirical evidence concerning the drivers of perceived destination loyalty from international tourists’ perspectives.