Anchal Luthra, Vikas Arya, Shivani Dixit, Hiran Roy and Pasquale Sasso
Considering the important role of knowledge management in the global growth of world economies, the importance of knowledge management in the tourism industry can hardly be…
Abstract
Purpose
Considering the important role of knowledge management in the global growth of world economies, the importance of knowledge management in the tourism industry can hardly be overestimated. Knowledge management, empowering leadership and innovation can open new research prospects for online travel and tourism, thereby increasing organizational capacity. In this context, this study aims to investigate the relationship between knowledge management practices and transformational leadership, along with the mediating role in this relationship of leadership communication. Knowledge management practices are discussed through the lens of managers’/organizational perspectives working in the online travel and tourism industry.
Design/methodology/approach
Using a descriptive research method, the data were collected from a total of 174 managers/senior executives working in the online travel and tourism sectors. The proposed conceptual framework was evaluated using structural equation modeling through AMOS 21 and Process Macro (SPSS-Plugin).
Findings
The results revealed a significant increase in the adoption of knowledge management practices in the online travel and tourism sector under transformative leadership. The results also highlighted that effective communication is a vital contributor and significant complementary mediator in the relationship between transformative leadership and knowledge management practices.
Practical implications
The results of this study suggest that transformational leaders, who are equipped with the “high touch” nature of leadership and the “high tech” aspect of the contemporary workplace, are the best fit to manage online travel and tourism organizations. To have an adequate knowledge management system, knowledge managers should adopt a transformative leadership style and receive comprehensive training in developing leadership abilities such as effective communication competencies.
Originality/value
To the best of the authors’ knowledge, this study is the first to demonstrate that, in emerging online travel and tourism sectors, organizational knowledge can be managed through effective leadership communication.
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Diana Korayim, Aqueeb Sohail Shaik, Reeti Agarwal, Shivinder Nijjer and Pasquale Sasso
The purpose of this study is to examine the connections between knowledge-based economies, entrepreneurial orientation (EO), sustainable business model innovation and technology…
Abstract
Purpose
The purpose of this study is to examine the connections between knowledge-based economies, entrepreneurial orientation (EO), sustainable business model innovation and technology transfer (TT). This study specifically investigates whether TT might foster EO and long-term business model innovation in small and medium-sized enterprises (SMEs). This study focuses on economies that are knowledge-based, where information is viewed as a vital resource for economic growth.
Design/methodology/approach
This study uses structural equation modelling method and a quantitative research strategy to analyse data gathered from 309 SMEs in knowledge-based economies. A survey questionnaire created to examine the relevant factors was used to gather the sample data from PROLIFIC platform using judgemental sampling technique.
Findings
This study’s conclusions point to an association between TT and EO that is favourable, SMEs’ ability to use TT to strengthen their EO and the significance of EO in fostering innovation in SMEs. This study offers empirical proof of the role that TT may play in fostering innovation in sustainable business models and EO in SMEs.
Research limitations/implications
Policymakers, business professionals and academic researchers who are interested in the function of TT in knowledge-based economies will find it to be a helpful source of information. According to this study’s results, TT can assist SMEs in using outside expertise and assets to grow their entrepreneurial capacities, promote innovation and build long-term business strategies.
Originality/value
This study provides empirical evidence of the role of TT in fostering innovation within sustainable business models and cultivating EO within SMEs, contributing to the literature on these critical topics.
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Ayesha Masood, Dan Ding, Reeti Agarwal, Shivinder Nijjer and Pasquale Sasso
The purpose of this study is to examine the intricate dynamics within the hospitality service sector, which predominantly employs low-wage and low-skilled workers. These employees…
Abstract
Purpose
The purpose of this study is to examine the intricate dynamics within the hospitality service sector, which predominantly employs low-wage and low-skilled workers. These employees frequently encounter challenges related to breaches in their psychological contracts. Despite their critical role in customer service, their experiences are often overlooked in organizational inclusion research. We investigate the relationship between employees’ perceptions of organizational inclusion and their assessments of organizational ethical virtues (OEVs), considering the potential moderating effect of psychological contract breach. Furthermore, it explores how these factors influence customer- and organizationdirected organizational citizenship behaviors (OCBs).
Design/methodology/approach
Our research design incorporates a two-stage moderated-mediation model to test our proposed hypotheses empirically. A two-source sample of 451 European hotel managers and employees extends the inquiry with the proposed model. Structural Equation Modeling (SEM) was employed to analyze the proposed relationships.
Findings
Findings reveal that organization inclusion is positively associated with OEV and employee-perceived OEV mediates an indirect link between organization inclusion on customer-oriented OCB. Moreover, psychological contract breach (P CB) attenuates the association between organization inclusion and OEV at the first stage and OEV, and OCB at the second stage.
Originality/value
The findings robustly corroborate our proposed model. The study findings culminate in a discussion accentuating the extensive implications of our findings for both research and practicality within the hospitality sector. Anchored in empirical revelations, we delineate avenues for future exploration in this pivotal domain.
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Monica Fait, Domitilla Magni, Mirko Perano, Massimiliano Farina Briamonte and Pasquale Sasso
This study aims to offer an empirical analysis to identify the relation between the adoption of knowledge management practices and the improvement of social innovation…
Abstract
Purpose
This study aims to offer an empirical analysis to identify the relation between the adoption of knowledge management practices and the improvement of social innovation capabilities as an outcome of the knowledge sharing. Specifically, social innovation capabilities are triggered by knowledge-sharing enablers, such as intrinsic and extrinsic socially driven motivations.
Design/methodology/approach
Based on a sample from 300 nonprofit organizations, the study explains causal relationships in terms of the multiplicity of triggers that act on a social innovation capability. The research applied the partial least squares structural equation modeling (PLS-SEM) method through SmartPLS 3.3 software. Data are collected from an online survey and highlight the employees’ and volunteers’ boost in nonprofit organizations to seek positive social change as a priority goal of their business model.
Findings
The results support the existence of a direct and positive relationship between knowledge-sharing enablers (i.e. intrinsic and extrinsic socially driven motivations), the mechanism of the formation of knowledge-sharing behaviors (an inside-out and outside-in process) and social innovation capabilities.
Research limitations/implications
The study combines the open innovation framework with social innovation activities and investigates the role of knowledge sharing in the building of social innovation capabilities. To the best of the authors’ knowledge, the paper is the first attempt to describe a synergic framework, including open innovation literature, social innovation capability and knowledge-sharing processes.
Originality/value
This paper is a part of the research stream that focuses on the processes of distribution of knowledge flows along the boundaries of the organization. Thus, this study broadens the field of knowledge management and social innovation initiatives.
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Marialuisa Saviano, Asha Thomas, Marzia Del Prete, Daniele Verderese and Pasquale Sasso
This paper aims to contribute to the discussion on integrating humans and technology in customer service within the framework of Society 5.0, which emphasizes the growing role of…
Abstract
Purpose
This paper aims to contribute to the discussion on integrating humans and technology in customer service within the framework of Society 5.0, which emphasizes the growing role of artificial intelligence (AI). It examines how effectively new generative AI-based chatbots can handle customer emotions and explores their impact on determining the point at which a customer–machine interaction should be transferred to a human agent to prevent customer disengagement, referred to as the Switch Point (SP).
Design/methodology/approach
To evaluate the capabilities of new generative AI-based chatbots in managing emotions, ChatGPT-3.5, Gemini and Copilot are tested using the Trait Emotional Intelligence Questionnaire Short-Form (TEIQue-SF). A reference framework is developed to illustrate the shift in the Switch Point (SP).
Findings
Using the four-intelligence framework (mechanical, analytical, intuitive and empathetic), this study demonstrates that, despite advancements in AI’s ability to address emotions in customer service, even the most advanced chatbots—such as ChatGPT, Gemini and Copilot—still fall short of replicating the empathetic capabilities of human intelligence (HI). The concept of artificial emotional awareness (AEA) is introduced to characterize the intuitive intelligence of new generative AI chatbots in understanding customer emotions and triggering the SP. A complementary rather than replacement perspective of HI and AI is proposed, highlighting the impact of generative AI on the SP.
Research limitations/implications
This study is exploratory in nature and requires further theoretical development and empirical validation.
Practical implications
The study has only an exploratory character with respect to the possible real impact of the introduction of the new generative AI-based chatbots on collaborative approaches to the integration of humans and technology in Society 5.0.
Originality/value
Customer Relationship Management managers can use the proposed framework as a guide to adopt a dynamic approach to HI–AI collaboration in AI-driven customer service.
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Elisabetta Marzano, Paolo Piselli and Roberta Rubinacci
The purpose of this paper is to provide a dating system for the Italian residential real estate market from 1927 to 2019 and investigate its interaction with credit and business…
Abstract
Purpose
The purpose of this paper is to provide a dating system for the Italian residential real estate market from 1927 to 2019 and investigate its interaction with credit and business cycles.
Design/methodology/approach
To detect the local turning point of the Italian residential real estate market, the authors apply the honeycomb cycle developed by Janssen et al. (1994) based on the joint analysis of house prices and the number of transactions. To this end, the authors use a unique historical reconstruction of house price levels by Baffigi and Piselli (2019) in addition to data on transactions.
Findings
This study confirms the validity of the honeycomb model for the last four decades of the Italian housing market. In addition, the results show that the severe downsizing of the housing market is largely associated with business and credit contraction, certainly contributing to exacerbating the severity of the recession. Finally, preliminary evidence suggests that whenever a price bubble occurs, it is coincident with the start of phase 2 of the honeycomb cycle.
Originality/value
To the best of the authors’ knowledge, this is the first time that the honeycomb approach has been tested over such a long historical period and compared to the cyclic features of financial and real aggregates. In addition, even if the honeycomb cycle is not a model for detecting booms and busts in the housing market, the preliminary evidence might suggest a role for volume/transactions in detecting housing market bubbles.