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Article
Publication date: 9 January 2023

Zhen Yan, Zuraina Dato Mansor and Wei Chong Choo

This study aims to analyze the impact of family incivility (FI) on in-role performance (IRP) and proactive customer service performance (PCSP) via the mediating effect of…

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Abstract

Purpose

This study aims to analyze the impact of family incivility (FI) on in-role performance (IRP) and proactive customer service performance (PCSP) via the mediating effect of emotional exhaustion (EE) and the moderating roles of emotional intelligence (EI) and mindfulness.

Design/methodology/approach

Hypotheses were verified using multisource and multiwave data collected from 337 valid hotel employee–supervisor dyads in Kuala Lumpur, Malaysia. Data were analyzed using SPSS 24.0, AMOS 24.0 and PROCESS (version 3.4).

Findings

FI intensified frontline employees’ (FLEs) EE, which subsequently impeded their IRP and PCSP. EI and mindfulness moderated the direct influence of FI on EE, IRP and PCSP and moderated the indirect influence of FI on the two aforementioned outcomes through EE.

Practical implications

Managers should observe FLEs’ indicators of FI and deter its emergence by implementing care programs for FLEs suffering from FI. In addition, human resource managers should preferentially recruit employees with high EI through related tests. Hotels can invite reputable psychologists to provide psychotherapy interventions for FLEs, such as mindfulness-based psychological lectures and therapy.

Originality/value

The hospitality literature lacks an understanding of the underlying process through which FI affects FLEs’ job outcomes. This study incorporates EE as a mediator of the FI’s impact on IRP and PCSP, and to the best of the authors’ knowledge, this study is the first to assess whether EI and mindfulness moderate the direct impact of FI on IRP and PCSP and the indirect impact of FI on two aforementioned outcomes via EE.

Details

International Journal of Contemporary Hospitality Management, vol. 35 no. 9
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 4 December 2023

GuangMeng Ji, Siew Imm Ng, Jun-Hwa Cheah and Wei-Chong Choo

Past research often relies on linear relationship assumptions from the perspective of managers when studying the relationship between attribute performance and satisfaction…

179

Abstract

Purpose

Past research often relies on linear relationship assumptions from the perspective of managers when studying the relationship between attribute performance and satisfaction. However, this study extracts tourists’ online reviews to explore asymmetric relationships and identifies island tourism satisfiers, hybrids and dissatisfiers.

Design/methodology/approach

The research uses 3,523 reviews from Tripadvisor to examine Langkawi Island’s tourist satisfaction. Latent Dirichlet allocation (LDA) machine-learning approach, penalty–reward contrast analysis and asymmetric impact-performance analysis (AIPA) were employed to extract and analyse the data.

Findings

Langkawi’s dissatisfiers included “hotel and restaurant”, “beach leisure”, “water sport”, “snorkelling”, “commanding view”, “waterfall”, “sky bridge walk”, “animal show”, “animal feeding”, “history culture”, “village activity” and “duty-free mall”. Amongst these, five were low performers. Hybrids encompassed “ticket purchasing”, “amenity” “traditional food market” and “gift and souvenir”, all of which were low performers. Only one attribute was categorised as a satisfier: “nature view” which performed exceptionally well.

Practical implications

This study provides recommendations to enhance tourist satisfaction and address tourist dissatisfaction. The elements requiring immediate attention for enhancement are the five low-performance dissatisfiers, as they represent tourists’ fundamental expectations. Conversely, the satisfier or excitement factor (i.e. nature views – mangroves and wildlife) could be prominently featured in promotional materials.

Originality/value

This research constitutes an early endeavour to categorise attributes of island tourism into groups of satisfaction, hybrid or dissatisfaction based on user-generated data. It is underpinned by two-factor and three-factor theories.

Details

Journal of Hospitality and Tourism Insights, vol. 7 no. 5
Type: Research Article
ISSN: 2514-9792

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Article
Publication date: 14 May 2021

Audrey Poh Choo Cheak, Chin Wei Chong and Yee Yen Yuen

First, this study aims to investigate the effects of quality perceptions (i.e. system quality, information quality and service quality) and perceived ubiquity on engineers’…

412

Abstract

Purpose

First, this study aims to investigate the effects of quality perceptions (i.e. system quality, information quality and service quality) and perceived ubiquity on engineers’ perceived benefits and perceived user-friendly of mobile knowledge management systems (MKMS). Second, it aims to examine the influence of perceived benefits and perceived user-friendly on MKMS adoption intention.

Design/methodology/approach

Quantitative empirical research using an integrated technology acceptance model and information systems success model was used, among semiconductors engineers in Malaysia. There were only 375 usable responses collected, which are at a response rate of 59.52%. The partial least squares version 3.0 was used to analyze the valid data collected.

Findings

The results suggest that service quality plays an important role that would increase the engineers’ perception of MKMS benefits and its user-friendliness. Intention to adopt MKMS was found to be strongly predicted by perceived MKMS benefits as compared to perceived user-friendly.

Practical implications

The findings are valuable for managers, engineers, knowledge management (KM) practitioners, MKMS developers and mobile device producers to enhance MKMS adoption intention.

Originality/value

Despite KM has been well accepted and established in the management science and practice area of study, yet it is still neglected in a “mobile” context. Accordingly, this paper contributes to the research gap.

Details

VINE Journal of Information and Knowledge Management Systems, vol. 52 no. 2
Type: Research Article
ISSN: 2059-5891

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Article
Publication date: 12 June 2009

S.L. Beh, K.‐K. Tio, G.A. Quadir and K.N. Seetharamu

The purpose of this paper is to apply asymptotic waveform evaluation (AWE) to the transient analysis of a two‐layered counter‐flow microchannel heat sink.

387

Abstract

Purpose

The purpose of this paper is to apply asymptotic waveform evaluation (AWE) to the transient analysis of a two‐layered counter‐flow microchannel heat sink.

Design/methodology/approach

A two‐layered counter‐flow microchannel heat sink in both steady state and transient conditions is analysed. Finite element analysis is used in the steady state analysis whereas AWE is used in the transient analysis.

Findings

A two‐layered microchannel produces different temperature distribution compared to that obtained for a single‐layered microchannel. The maximum temperature occurs at the middle of the bottom wall whereas the maximum temperature of a single‐layered microchannel is at the outlet of the bottom wall. The time taken to reach steady state is also investigated for different coolant flow rate and heat flux boundary conditions. It is observed that when fluid velocity increases, the time taken to reach steady state decreases, however, when the heat flux increases, the time taken to reach steady state does not change.

Research limitations/implications

The fluid is incompressible and does not undergo phase change. The use of AWE provides an alternative method in solving heat transfer problem.

Practical implications

New and additional data will be useful in the design of a microchannel heat sink for the purpose of cooling of electronic components.

Originality/value

AWE is widely used in analyses of signal delays in electronic circuits, and rarely applied to mechanical systems. The present study applies AWE to heat transfer problems, and reveals that it reduces the computational time considerably. The results obtained are compared with conventional methods available in the literature, and they show good agreement. Hence the computational time is reduced, and the accuracy of results is verified.

Details

International Journal of Numerical Methods for Heat & Fluid Flow, vol. 19 no. 5
Type: Research Article
ISSN: 0961-5539

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Article
Publication date: 6 March 2017

Chin Wei Chong, Yee Yen Yuen and Booi Chen Tan

The purpose of this paper is to identify the antecedents of successful organizational cross-border knowledge transfer and also the relationship among the antecedents for…

514

Abstract

Purpose

The purpose of this paper is to identify the antecedents of successful organizational cross-border knowledge transfer and also the relationship among the antecedents for sustainable competitive advantage.

Design/methodology/approach

First, a focus group study was conducted to identify major constructs and map out the proposed framework. This is then followed by questionnaire survey from 210 Malaysian multimedia super corridor (MSC) status corporations as recipients. Their international business affiliates refer to any organizations located outside Malaysia with which the recipient firm has a relationship. Data were analysed using SPSS.

Findings

The findings suggest that the perceived value of the knowledge, relational dimension and cognitive dimension, as well as recipient learning intent and the attractiveness of a foreign source are significant related to the effectiveness of organizational cross-border knowledge transfer.

Research limitations/implications

Because this research only covered 210 MSC status corporations, future research can try to have more coverage on other industry to have larger sample size for generalizability purposes. Other factors such as organizational and context characteristics can be added as antecedents to strengthen the framework for effective knowledge transfer.

Practical implications

The empirical findings can be used as a guideline for MSC status firms to undergo a self-check and help them rethink and reposition themselves in light of the findings. It helps MSC status corporations to frame their organizational cross-border knowledge transfer activities to enable the creation and application of knowledge which should allow them to drive the capability of creating and retaining a greater value onto their core business competencies.

Originality/value

This study provides valuable insights to help creating a successful foundation for organizational cross-border knowledge transfer. This study is also among few studies to examine the critical antecedents in successful organizational cross-border knowledge transfer from a multidimensional perspective in Malaysia.

Details

Review of International Business and Strategy, vol. 27 no. 1
Type: Research Article
ISSN: 2059-6014

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Article
Publication date: 19 May 2023

Laura Di Chiacchio, Eva Martínez-Caro, Juan Gabriel Cegarra-Navarro and Alexeis Garcia-Perez

This study aims to investigate the impact of the ethical management of data privacy on the overall reputation of businesses.

170

Abstract

Purpose

This study aims to investigate the impact of the ethical management of data privacy on the overall reputation of businesses.

Design/methodology/approach

A conceptual model was proposed and tested. Data were collected from 208 small and medium-sized enterprises (SMEs) in the textile industry in Valencia, Spain using a survey instrument. Partial least squares (PLS) allowed for the analysis of the data collected.

Findings

The theoretical model explains 46.1% of the variation in the organisational reputation variable. The findings indicate that ethical data privacy has a beneficial effect on an organisation's reputation and eco-innovation. The findings also demonstrate how eco-innovation drives the development of new knowledge and green skills that, in turn, communicate to stakeholders a company's ethical commitment. These results should encourage SMEs to invest in data privacy in order to meet the needs of the SMEs' increasingly technology- and environment-sensitive stakeholders and to improve their reputation.

Originality/value

This study provides the first empirical evidence that ethical data privacy management has a positive impact on the reputation of firms. Furthermore, the originality of the research derives from the analysis of the results from an environmental perspective. Indeed, this study shows that effective data privacy management can indirectly support organisational reputation through eco-innovation and green skills.

Details

Kybernetes, vol. 53 no. 10
Type: Research Article
ISSN: 0368-492X

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Article
Publication date: 15 February 2021

Sahar Hayaeian, Reza Hesarzadeh and Mohammad Reza Abbaszadeh

The purpose of this study is to investigate the moderating role of knowledge management (KM) strategies in developing the effect of intellectual capital (IC) on innovation for…

1600

Abstract

Purpose

The purpose of this study is to investigate the moderating role of knowledge management (KM) strategies in developing the effect of intellectual capital (IC) on innovation for small- and medium-sized enterprises (SMEs). Specifically, the current study explores how different interactions between IC and KM strategies lead to more powerful innovation in SMEs.

Design/methodology/approach

This study analyzes survey responses from 170 owners/managers of SMEs in Iran. The study uses partial least square structural equation modeling methods within Smart PLS software.

Findings

This study reveals that first IC has an excellent level of engagement with both incremental and radical types of innovation, but its engagement level with radical innovation is higher than that for incremental innovation. Second, the human capital component of IC has a direct positive impact on radical innovation although it has no significant impact on incremental innovation. Third, the personalization strategy of KM positively moderates the impact of human capital on both incremental and radical innovation.

Originality/value

This paper is an empirical attempt in SMEs to combine IC and KM strategies to strengthen innovation. It presents research community for SMEs of a developing country that has been investigated in a limited way compared to large firms of developed nations and provides valuable insights into further research.

Details

Journal of Intellectual Capital, vol. 23 no. 4
Type: Research Article
ISSN: 1469-1930

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Article
Publication date: 23 February 2010

Wei Li

The purpose of this paper is to identify what factors impact employees' online knowledge sharing in a cross‐cultural context.

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Abstract

Purpose

The purpose of this paper is to identify what factors impact employees' online knowledge sharing in a cross‐cultural context.

Design/methodology/approach

A qualitative research design was used. Data were collected from 41 in‐depth interviews with Chinese and American employees who worked for a multinational Fortune 100 company.

Findings

The research discovered that three categories of factors were critical in impacting Chinese and American participants' online knowledge sharing: organizational issues, national cultural differences, and online communities of practice (CoPs). Organizational issues, including performance expectancy, compatibility based on work practice, knowledge‐sharing culture and time pressures, were identified as being important factors that strongly influenced both Chinese and Americans' knowledge sharing. Three major national culture‐related differences emerged as significant: language, different thinking logic, and different levels of perceived credibility of voluntarily shared knowledge. These cultural differences made Chinese participants contribute knowledge less frequently than their US peers. Online CoPs showed both advantages and disadvantages in facilitating knowledge sharing among globally distributed members, and these factors influenced both cultural groups in similar ways.

Research limitations/implications

The findings were based on a single case study from one business sector. Only US and Chinese participants were included in the study.

Originality/value

Research on knowledge sharing among geographically distributed and culturally diversified employees through online systems is still in its infancy. The paper integrates research from multiple disciplines (organizational studies, national culture and online CoPs) to address the literature gap. The findings will assist knowledge management managers to make global knowledge sharing more fruitful in multinational organizations.

Details

Journal of Knowledge Management, vol. 14 no. 1
Type: Research Article
ISSN: 1367-3270

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Article
Publication date: 13 July 2015

Li Pin Tan and Kuan Yew Wong

The purpose of this study is to examine the effect of knowledge management (KM) on manufacturing performance and the relationships among three KM measures, namely, knowledge…

2404

Abstract

Purpose

The purpose of this study is to examine the effect of knowledge management (KM) on manufacturing performance and the relationships among three KM measures, namely, knowledge resources, KM processes and KM factors. It also determined a collective set of KM metrics based on these three measures.

Design/methodology/approach

Data were collected using questionnaires posted to 700 manufacturing companies in Malaysia from which 206 usable responses were obtained. The analysis and hypotheses testing were implemented using structural equation modeling.

Findings

The results showed that the constructs of knowledge resources, KM processes and KM factors have significant and direct effects on manufacturing performance. In terms of covariance, the results also indicated that these three constructs were correlated with each other.

Research limitations/implications

The sample over-represented large firms and the study was a cross-sectional approach that collected data at a single point in time.

Practical implications

The results obtained would help managers to better understand the linkage between KM and manufacturing performance. They could use the results to manipulate their KM practices to improve their manufacturing performance. The proposed set of KM metrics could also act as a common language and provide directions for future research.

Originality/value

This paper is one of the first empirical studies that has examined the relationship between KM and manufacturing performance. Furthermore, it has investigated the relationships among knowledge resources, KM processes and KM factors.

Details

Journal of Knowledge Management, vol. 19 no. 4
Type: Research Article
ISSN: 1367-3270

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Book part
Publication date: 24 February 2023

Sarahit Castillo-Benancio, Aldo Alvarez-Risco, Flavio Morales-Ríos, Maria de las Mercedes Anderson-Seminario and Shyla Del-Aguila-Arcentales

In a pandemic framework (COVID-19), this chapter explores the impact of the global economy and socio-cultures concerning three axes: recreational, tourism, and hospitality…

Abstract

In a pandemic framework (COVID-19), this chapter explores the impact of the global economy and socio-cultures concerning three axes: recreational, tourism, and hospitality. Although we slowly see an economic revival, it is well known that this sector of study is very susceptible to being affected by the context of nations. Following restrictions and measures taken by governments around the world to reduce the number of cases of coronavirus infections, many nations closed their borders, affecting international travel and by 2020 tourism had been reduced to the near cessation of operations due to the imminent fear of this poorly studied disease, and the service sector was negatively affected. It should be added that, according to the World Tourism Organization's projections, a decrease of between 20 and 30% is forecast for 2020 compared to the previous year.

Details

Sustainable Management in COVID-19 Times
Type: Book
ISBN: 978-1-80382-597-7

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