•BB = behavioral beliefs; CB = control beliefs; NB = normative beliefs•The BB→VI (behavioral/visit intention) impact is completely mediated by attitude.•The NB→VI impact is not mediated subjective ...norm.•The CB→VI impact is partially mediated by perceived behavioral control.•TPB model with mediators can better predict the green hotel consumption intention.
The main aim of this paper was to understand a guest’s decision to stay at a green hotel by using the theory of planned behavior (TPB) developed by Ajzen (1991). The population for this study was green hotel customers in Taiwan. A total of 425 usable responses were received from the willing participants around the parking area of green hotels. This study performed a PLS-SEM to examine the proposed model. The results of this study showed that social pressure has very little direct impact on behavioral intention to stay at a green hotel. The results of the estimated standardized regression coefficients and t-values indicated that perceived behavioral control has a slightly higher impact on behavioral intention than attitude. This study also verified the proposed mediating relationships between the first-order and second-order antecedents. This study provided theoretical and managerial implications for understanding respondents’ decision to stay at a green hotel.
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GEOZS, IJS, IMTLJ, KILJ, KISLJ, NLZOH, NUK, OILJ, PNG, SAZU, SBCE, SBJE, UILJ, UL, UM, UPCLJ, UPUK, ZAGLJ, ZRSKP
Although service customization is widely adopted in the tourism industry to cater to the heterogeneous needs of customers, the high interaction in customization often results in a value decrease for ...the service provider and tourists (i.e., value codestruction). However, the literature has not fully explored the restoration process when value codestruction occurs during the consumption stage of customized tourism. Based on conservation of resources theory, this study identified a systematic value restoration framework by investigating the factors of codestruction situation, restoration approach, and customer characteristics. Our experiments indicate that value can only be restored effectively when the restoration approach is congruent with the value reducer type. Moreover, customers with low self-efficacy rely more on such a congruency effect. The findings provide managers and tourists with insights into how to optimize tourism experiences by displaying flexibility in dealing with value codestruction in customized tourism.
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NUK, OILJ, SAZU, UKNU, UL, UM, UPUK
Osteoarthritis is a joint disease that causes degeneration of articular cartilage and involvement of subcutaneous bone and inflammation of surrounding tissues. It can affect any joints, but the most ...common joints are the joints of the hands, feet, knees, thighs, and spine. Osteoarthritis patients need surgery in acute cases. The use of methods that increase the efficiency of this surgery has always been considered by researchers and surgeons. For this purpose, in the current study, the effect of synthesized cartilage tissue from human adipose-derived mesenchymal stem cells was considered in orthopedic spine surgery in patients with osteoarthritis. Thirty patients over the age of 60 who had acute spinal osteoarthritis and required surgery were selected. The pellet culture system of human adipose-derive mesenchymal stem cells of each patient was used to construct cartilage tissue. For 15 of them, in addition to implants, cartilage grafts were transplanted during surgery. All patients were monitored by the Oswestry Disability Index questionnaire, for one year. In general, the results showed that over time, patients with transplanted cartilage tissue and implants were in a better condition than patients who underwent only implant surgery.
A customer of Xtrip* (name disguised) booked a ticket online, but was told that the ticket was invalid when boarding in a foreign airport. The solution provided by the customer service representative ...did not work, and the customer was nearly arrested by local police as a suspected fraud. By the time the customer returned, he demanded that Xtrip issue a written apology to restore his reputation. What should the company do? *Brands and names are disguised to protect individuals and corporate brands.
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CEKLJ, FFLJ, NUK, ODKLJ, UL
A customer of Xtrip* (name disguised) booked a ticket online, but was told that the ticket was invalid when boarding in a foreign airport. The solution provided by the customer service representative ...did not work, and the customer was nearly arrested by local police as a suspected fraud. By the time the customer returned, he demanded that Xtrip issue a written apology to restore his reputation. What should the company do?
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CEKLJ, FFLJ, NUK, ODKLJ, UL
Purpose
The purpose of this study is to explore the impact of the robot restaurant servicescape and robot service competence (RSC) on customers’ behavioral intentions and to analyze the mediating ...role of hedonic value (HV) and utilitarian value (UV) in these relationships and the moderating role of individual characteristics.
Design/methodology/approach
This research involves seven constructs to be measured, namely, servicescape, RSC, negative attitude toward robots (NAR), openness to change (OC), HV, UV and behavioral intention. This research selects Foodom robot restaurants, located in Shunde and Guangzhou of China, as the research site, and the research objects are customers having dinner in the restaurant. A total of 485 valid data was collected. Structural equation modeling was used to analyze the data, verify the proposed research model, and test the research hypotheses.
Findings
The study finds that servicescape and RSC improve customer behavioral intention. Additionally, HV and UV mediate the influence of servicescape and RSC on customer behavioral intention. Moreover, OC negatively moderates the influence of servicescape on UV and that a NAR negatively moderates the influence of RSC on HV.
Originality/value
Through carefully design of servicescape and the improvement in service capabilities of robots, the original service delivery dominated by frontline service personnel can be transformed into service delivery dominated by service robots, which is conductive to providing a pleasant and unforgettable experience for customers.
Purpose
This paper aims to explore the physical attractiveness stereotype in service encounters. Specifically, this paper examines how physical attractiveness affects a customer’s response and ...whether a customer’s social interaction anxiety and the consumption situation moderate this relationship.
Design/methodology/approach
Three experiments were used to test hypotheses. Participants were subject to scenarios of varying levels of physical attractiveness (more vs less), social interaction anxiety (high vs low) and consumption situation (private vs public). Customer participation intention and citizenship behavior were measured along scales.
Findings
The results indicate that the physical attractiveness of service providers positively affects customer citizenship behavior, and customer participation intention mediates this relationship. However, the effect only exists for a customer with low social interaction anxiety or presents itself under public consumption conditions.
Research limitations/implications
This work paints a more nuanced picture of missing links in the understanding of the influence of service providers’ physical attractiveness. It enriches the physical attractiveness stereotype literature by identifying the mediating role of customer participation intention while bounding the relationship within conditions related to a customer’s social interaction anxiety and the service consumption situation.
Practical implications
Management may alter the performance of service employees by considering the employee’s physical attractiveness and gauging customer social interaction anxiety while keeping in mind the consumption situation.
Originality/value
This study advances physical attractiveness stereotype research by examining its effect on customer participation intention and citizenship behavior in the service industry. Additionally, this study adds customer social interaction anxiety and consumption situation to the existing literature that addresses employee factors affecting customer behavior.
Although the phenomenon of spatial agglomeration and its associated productivity premium applies to many industries, scholars have only recently considered agglomeration in the tourism industry. To ...avoid overestimation of the agglomeration effect and provide strong empirical evidence for policy formulation related to productivity improvement, we develop a theoretical framework to identify and decompose the contributions of spatial agglomeration to the productivity of hotel and catering enterprises. Using (Abel & Deitz, 2015) Chinese firm-level data for the hotel and catering industry from China's Second National Economic Census in 2008 and (Ahlfeldt & Pietrostefani, 2019) data from the 2007–2011 China Tax Census and 2009–2014 China Key Tax Source Survey, this study finds (Abel & Deitz, 2015) obvious agglomeration effects in the hotel and catering industry and that spatial agglomeration improves the average productivity of such enterprises in large cities; (Ahlfeldt & Pietrostefani, 2019) the competition is more fierce for hotels and catering enterprises in big cities, with high-productivity companies benefitting and low-productivity businesses suffering; (Andersson et al., 2007) low-productivity hotel and catering enterprises in big cities flee to smaller cities, that is, there is a clear sorting effect and (Au & Henderson, 2006) some high-productivity enterprises in big cities have migrated to small cities, indicating negative selection effects. The results of robustness tests validate these conclusions.
•This paper uses the hotel and catering industry (HCI) data from China for study.•The agglomeration effect attributes to HCI's productivity premium in big cities.•High-productivity companies benefit from the fierce competition in big cities.•Low-productivity enterprises in large cities choose to flee to small cities.•Some high-productivity enterprises in the big cities relocate to small cities.
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GEOZS, IJS, IMTLJ, KILJ, KISLJ, NLZOH, NUK, OILJ, PNG, SAZU, SBCE, SBJE, UILJ, UL, UM, UPCLJ, UPUK, ZAGLJ, ZRSKP
The main purpose of this research is to study the relationship between servicescape and the intention to use self-service technology (SST) using core service and employee service as the moderators ...and attitude as mediator. The subjects of this research were customers using self-service facilities at banks in Guangzhou, China. Convenience sampling was utilized to survey customers in the bank service outlets; 485 questionnaires were collected. The results show that servicescape has a significantly positive impact on intention to use SST. Attitude toward using SST plays a mediating role in the relationship between servicescape and intention to use SST, while employee service negatively moderates the impact of servicescape on attitude toward using SST. Also, core service negatively moderates the impact of attitude toward using SST on the intention to use SST. This research extends the literature on SST and provides practical information for service enterprises adopting SST.
•SST = self-service technology; SC = servicescape; IN = intention to use SST.•SC positively impacts customer IN and AT (attitude toward using SST).•Customer AT positively impacts IN and partially mediates the impact of SC on IN.•Employee service negatively moderate the impact of SC on customer AT.•Core service negatively moderate the impact of customer AT on IN.
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GEOZS, IJS, IMTLJ, KILJ, KISLJ, NLZOH, NUK, OILJ, PNG, SAZU, SBCE, SBJE, UILJ, UL, UM, UPCLJ, UPUK, ZAGLJ, ZRSKP
Purpose
This study aims to evaluate the process of value co-creation within wellness tourism by constructing a structural equation model of customer interactions with the environment, service ...employees and other customers relating to customer-perceived value and customer engagement.
Design/methodology/approach
Questionnaires, including wellness tourists’ customer-environment interaction, customer-service employee interaction, customer-customer interaction, customer-perceived value, customer engagement and demographic background, were developed and distributed at well-known wellness tourism destinations around Guangzhou City, Guangdong Province, China. This study collected 528 valid questionnaires from hot spring resorts, national forest parks, mountain parks and spa wellness facilities located in Guangdong Province, China. Structural equation modeling (SEM) was used to analyze the obtained data.
Findings
The results reveal that all three types of interactions, which include the customer-environment interaction (CEI), the customer-service employee interaction (CSI) and the customer-customer interaction (CCI), have positive effects on customer-perceived value (CPV) and that CPV positively affects customer engagement (CE). Based on these findings, recommendations for the management of wellness tourism service enterprises are given.
Originality/value
The causes and effects of CPV in wellness tourism, from the perspective of value co-creation, is a rather unexplored area of study. It contributes not only to knowledge about factors that foster CPV but also to the understanding of connections between CPV and CE.
养生旅游：顾客感知价值和顾客契合
目的
本研究通过构建顾客与环境、服务员工和其他顾客之间互动对顾客感知价值和顾客契合的结构方程模型, 探究养生旅游中的价值共创过程。
设计/方法/步骤
本研究在中国广东省广州市附近知名的养生旅游目的地发放问卷, 问卷内容包括养生旅游者的顾客-环境互动, 顾客-服务员工互动, 顾客-顾客互动, 顾客感知价值, 顾客契合和人口统计学背景。本研究从广东省温泉度假区、国家森林公园、山脉等旅游目的地收集了有效问卷528份, 使用结构方程模型(Structural Equation Modeling, SEM)对所获得的数据进行分析。
研究结果
本研究数据分析结果显示, 顾客与环境互动、顾客与服务人员互动和顾客与顾客互动三种互动类型均对顾客感知价值有正向影响, 而顾客感知价值正向影响顾客契合。在此基础上, 本文针对养生旅游服务企业提出了管理建议。
独创性/价值
本研究从价值共同创造的角度对养生旅游中顾客感知价值的因果关系进行了一项未被探索的研究, 这不仅有助于我们识别并培育影响顾客感知价值的因素, 而且有助于我们理解顾客感知价值与顾客契合之间的联系。
Turismo de bienestar: el valor percibido por el clienteen la participación del cliente
Objetivo
Este estudio evaluó el proceso de la creación conjunta de valor dentro del turismo de bienestar, mediante la construcción de un modelo de ecuación estructural de las interacciones de los clientes con (1) el medio ambiente, (2) los empleados de servicio y (3) otros clientes relacionados con el valor percibido por el cliente y el compromiso del cliente.
Diseño/Metodología/Enfoque
Los cuestionarios fueron distribuidos en destinos de turismo de bienestar conocidos cerca de la ciudad de Guangzhou, provincia de Guangdong, China. El contenido del cuestionario incluye: interacción cliente-medio ambiente, interacción cliente-empleado de servicio, interacción cliente-cliente, valor percibido por el clientes, compromiso del clientes y el contexto demográficos. Este estudio recopiló 528 cuestionarios válidos de centros turísticos de aguas termales, parques forestales nacionales, montañas y spas de bienestar localizados en la provincia de Guangdong,China. Se utilizó el modelo de la ecuación estructural (Structural Equation Modeling, SEM) para analizar los datos obtenidos.
Resultados
Los resultados revelan que los tres tipos de interacciones, que incluyen la interacción cliente-medio ambiente (ICMA), la interacción cliente-empleados de servicio (ICES), y la interacción cliente-cliente (ICC), tienen efectos positivos en el valor percibido por el cliente (VPC), y que el VPC afecta positivamente el compromiso del cliente (CC). Con base en estos resultados, se dan recomendaciones de gestión para las empresas de servicios de turismo de bienestar.
Originalidad/Valor
Este es un estudio bastante inexplorado sobre la causa y el efecto del VPC en el turismo de bienestar, desde la perspectiva de la creación conjunta de valor (CCV). Este estudio no solo contribuye al conocimiento sobre los factores que fomentan el VPC, sino también a la comprensión de las conexiones entre el VPC y el CC.
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