Ching-Chan Cheng, Ya-Yuan Chang, Ming-Chun Tsai, Cheng-Ta Chen and Yu-Chun Tseng
This study aims to develop a comprehensive LOHAS (lifestyles of health and sustainability) restaurant service quality scale by using a rigorous qualitative and quantitative…
Abstract
Purpose
This study aims to develop a comprehensive LOHAS (lifestyles of health and sustainability) restaurant service quality scale by using a rigorous qualitative and quantitative research process to effectively measure the service quality of LOHAS restaurants. Moreover, this study aims to further identify the Kano quality characteristics and strategic meanings of service attributes in LOHAS restaurants.
Design/methodology/approach
This study designed the preliminary items of the service quality scale for LOHAS restaurants (LORSERV scale) based on relevant literatures and expert interview procedures. This study identified the goodness of fit of the questionnaire content, construct validity and validity of the LORSERV scale using exploratory factor analysis and confirmatory factor analysis. The moderated regression was conducted to identify the Kano quality characteristics and strategic meanings of each service attribute in LOHAS restaurants.
Findings
The results indicated that the LORSERV scale included seven dimensions (internal sense of happiness, transitiveness, environment, healthy catering, service commitment, green practicability and thoughtfulness), for a total of 33 items. According to the results of the Kano model, the seven service attributes were categorized into the attractive quality. A total of 25 service attributes were categorized into the one-dimensional quality, and one service attribute was categorized into the must-be quality.
Originality/value
The contribution of this study is that the scale could facilitate operators of LOHAS restaurants to effectively understand customer perceptions of service quality and serve as a reference to upgrade and improve service quality. The identification of Kano quality characteristics for each service attribute is conducive for LOHAS restaurants to understand the strategic meanings of each service attribute and can serve as a reference to make distinctive service strategies to reach sustainable operations.
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Ching-Chan Cheng, Hung-Che Wu, Ming-Chun Tsai, Yu-Yuan Chang and Cheng-Ta Chen
This study aims to extract determinants of customers' choice of dining-related services (CDS) to understand their attitudes and habits for dining-related services. Moreover, it…
Abstract
Purpose
This study aims to extract determinants of customers' choice of dining-related services (CDS) to understand their attitudes and habits for dining-related services. Moreover, it classifies restaurant customers into several clusters based on their CDS factors and further analyzes the differences in the preferences and habits for dining-related services among various clusters.
Design/methodology/approach
This study extracts the CDS factors using principal component analysis and identifies construct validity of the CDS factors through the results of confirmatory factor analysis. Then, it divides the restaurant customers in Taipei City into different clusters through cluster analysis to explore the habits and preferences for dining-related services in each cluster.
Findings
The study results show that the extracted six CDS factors, including service commitment, dietary preferences, design styles, additional value, delicate information collection, and dining environments. Dietary preferences, service commitment and additional value factor are the most important CDS factors for restaurant customers in Taipei City. This study divides 1,029 restaurant customers in Taipei City into three clusters based on the CDS factors through cluster analysis. The differences in the preferences and habits for dining services among three clusters have been discussed in the context in detail. Finally, this study develops eight service strategies and determines the order of execution of the eight service strategies for each cluster of customers.
Originality/value
The findings will help restaurant operators segment the market, target market customers, carry out service positioning and develop marketing strategies to respond to the highly competitive restaurant market and achieve sustainable restaurant operations.
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Chiu-Chi Wei, Ming-Chun Lai, Chiou-Shuei Wei and Li-Hui Peng
– This paper aims to construct for the first time a link between the project members' assignment and personality balance.
Abstract
Purpose
This paper aims to construct for the first time a link between the project members' assignment and personality balance.
Design/methodology/approach
This study develops a project assignment quantitative model that maximizes the team's personality balance while meeting the capability requirements.
Findings
The findings indicate that a more balanced project team that contributes to project performance can be obtained before project starts.
Research limitations/implications
This paper is limited to the exploration of Belbin's personality types. However, it offers a generic approach that can be applied to other personality categorization.
Practical implications
The paper helps practitioners form a personality balanced project team to improve the project performance by reducing the complexity of project communication and problem solving.
Originality/value
The paper develops for the first time a project assignment model that considers both capability and personality and allocates project personnel in such a way that the most suitable personnel is selected from a group of qualified capable candidates, to increase the possibility of success for the project.
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A. El Ouafi, B. Hammouti, H. Oudda, S. Kertit, R. Touzani and A. Ramdani
The inhibition of the corrosion of the mild steel in 1M HCl by new bipyrazolic compounds has been studied by weight loss, electrochemical polarisation and electrochemical…
Abstract
The inhibition of the corrosion of the mild steel in 1M HCl by new bipyrazolic compounds has been studied by weight loss, electrochemical polarisation and electrochemical impedance spectroscopy (EIS) measurements. Results obtained reveal that these compounds are very good inhibitors. The inhibition efficiency increases with the increase of inhibitor concentration and reached 94 at 10–3M for the bipyrazoles studied. Potentiodynamic polarisation studies clearly reveal that the presence of the bipyrazoles does not change the mechanism of the hydrogen evolution reaction and they act essentially as cathodic inhibitors. The effect of temperature on the corrosion behaviour of mild steel in 1M HCl without and with the bipyrazoles at 10–3M was studied in the temperature range from 298° to 343°K. EIS measurements show the increase of the transfer resistance with the inhibitor concentration.
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Naveenraj Xavier and Reeves Wesley J.
Workplace stress is on the rise and progressive organizations devise their own mechanisms to mitigate it and enhance mental wellbeing (MWB). Of late, the workforce is increasingly…
Abstract
Purpose
Workplace stress is on the rise and progressive organizations devise their own mechanisms to mitigate it and enhance mental wellbeing (MWB). Of late, the workforce is increasingly dependent on social networking sites (SNS) for social exchanges and debate is well documented if SNS could be used to mediate the relationship between stress and MWB. The purpose of this paper is to investigate this relationship.
Design/methodology/approach
This study is based on a survey of 269 employees, on the following constructs: stress, online social support (OSS) and MWB. The authors’ proposed framework was investigated using structural equation modeling.
Findings
Results indicated that stress has a significant negative effect on MWB and subsequently, OSS partially mediates the relationship between stress and MWB. The results suggest that organizations allow the use of social networking site in a controlled setting so that employees could use this as a mechanism to control stress and enhance MWB.
Originality/value
To the best of the authors’ knowledge, this is the first study on OSS role in mediating the relationship between stress and MWB.
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Chih Wen-Hai, Chien-Yun Yuan, Ming-Te Liu and Jiann-Fa Fang
All previous research seldom considered the proliferation process from the perspective of consumers or from a negative perspective to examine the desire for revenge and negative…
Abstract
Purpose
All previous research seldom considered the proliferation process from the perspective of consumers or from a negative perspective to examine the desire for revenge and negative word of mouth (WOM) caused by deficiencies in innovative products. The purpose of this paper is to investigate consumers’ subsequent behaviors after they have outward and inward negative emotions such as anger and regret. The objective of this study is to explore the different effects of customers’ anger and regret on desire for revenge and negative WOM.
Design/methodology/approach
This research uses structural equation modeling to analyze 226 samples.
Findings
The results showed that regret has significant and positive effects on desire for revenge and negative WOM but anger has only a significant and positive effect on desire for revenge. Moreover, desire for revenge has a significant and positive effect on negative WOM. In addition, the desire for revenge plays a crucial mediator between anger and negative WOM as well as regret and negative WOM.
Practical implications
Corporations can use tangled emotions among consumers to predict the development of the desire for revenge and immediately implement remedies for deficiencies to prevent consumers from developing the desire for revenge and spreading negative WOM regarding the corporation or product, or engaging in other revenge behaviors. Corporations can easily detect and prevent the path between anger and revenge behaviors simply based on the desire for revenge. In contrast to the outward negative behavior that is anger, regret is implicit and internal.
Originality/value
This study explored two negative emotions of affect (anger and regret) based on affection and conation/action of the tricomponent attitude model and their different effects on consumers’ revenge behaviors such as desire for revenge and negative WOM. The contributions of this research are to clarify the different relationships between outward negative emotion (anger) and desire for revenge/negative WOM as well as inward negative emotion (regret) and desire for revenge/negative WOM.