Customer experience management in hospitality Kandampully, Jay; Zhang, Tingting(Christina); Jaakkola, Elina
International journal of contemporary hospitality management,
01/2018, Letnik:
30, Številka:
1
Journal Article
Recenzirano
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Purpose
In the contemporary hospitality industry, superior customer experiences are essential in gaining customer loyalty and achieving a competitive advantage. However, limited research addresses ...this subject. The purpose of this study is to advance scholarly research on customer experience management (CEM) in the hospitality field by providing a comprehensive overview of the key elements of CEM, a framework for managing customer experience and a rich agenda for research.
Design/methodology/approach
An extensive literature review produces a comprehensive overview of the existing knowledge of CEM. A synthesis of previous literature reveals the need for additional, contemporary information sources. The study is, therefore, supplemented by invited commentaries on CEM from senior scholars and hospitality managers.
Findings
The proposed model takes a holistic perspective on managing a positive customer experience, through collaboration among marketing, operations, design, human resources and strategy, in association with technology and social media.
Research limitations/implications
The literature review and commentaries from leading experts reveal six areas for further research on CEM in the hospitality industry.
Originality/value
This study provides a comprehensive, systematic review of CEM literature and detailed understanding of the mechanisms for managing customer experiences in the hospitality industry. It integrates state-of-the-art CEM knowledge in the generic business context, along with principles of hospitality management, and advances CEM research by emphasizing the need for collaboration among marketing, operations and human resources.
Purpose
– This article aims to provide a summary review of what is already known about customer loyalty and identifies some emerging issues that play an important role in it. As a result of dramatic ...changes in the marketplace and in consumers’ connections with the hospitality industry, researchers and practitioners are keen to understand the factors that underpin customer loyalty.
Design/methodology/approach
– By synthesizing extant customer loyalty literature, this article seeks further understanding of loyalty and offers priorities for ongoing loyalty research.
Findings
– Using conceptual models, this study provides a framework designed to extend the understanding of customer loyalty and the impact of the evolving role of engaged customers.
Practical implications
– Companies are advised to create emotionally engaged, loyal brand ambassadors by focusing on emerging areas, such as customer engagement, brand citizenship behaviors, mass personalization, employee engagement, brand ambassadors (both employees and customers), co-creation of value, co-design, co-consumption and rapport between customers and employees.
Originality/value
– This article crafts a conceptual framework for customer loyalty and identifies those factors that influence its development in the service industry with a special focus on the hospitality industry.
The sharing economy requires intensive interactions among multiple stakeholders, such as consumers, service providers, communities, and third‐party platforms. Undoubtedly, trust and risk perceptions ...could become the key for the success and sustainable development of this collaborative business. This study addresses the critical issue of the customers’ trust and risk perceptions in the sharing economy. With a sample size of 1,336 respondents, the study adopted a structural equation modelling technique to test a proposed structural model of this issue. The moderating role of social identity threats was included in the proposed model to further examine the relationships among sharing economy security factors and risk and trust perceptions. The findings identified four factors – rapport among stakeholders (customers, providers, communities), reliability of the transaction platform, facility quality, and share of value – that significantly influence the customers’ trust and risk perceptions and partially confirmed a moderating effect of social identity threats in the relationships. The study also provided empirical support for the link between trust and risk perceptions and positive outcomes (customer satisfaction, revisits, and positive word‐of‐mouth). Theoretical and practical implications are also discussed.
Purpose
This paper aims to explore the factors that influence Generation Y’s positive or negative electronic word-of-mouth (eWOM) behavior via social media and mobile technology in the foodservice ...sector. Three types of dining experiences were examined: positive and negative customer experiences and negative customer service followed by a satisfactory recovery package.
Design/methodology/approach
A survey was adopted to test the factors posited to influence Generation Y consumers in these service contexts. Participants were recruited through Amazon Mechanical Turk , and multi-group structural equation modeling was performed to analyze the data.
Findings
Active use of social media and peer influence had a sweeping influence on Generation Y’s intentions to engage in eWOM about their service experiences. Technological sophistication with mobile technology influenced Generation Y to spread positive or negative service experiences, rather than satisfactory recovery experiences. Family influence had a mixed influence on Generation Y subgroups (21-24 years old vs 25-35 years old) to engage in eWOM about their satisfactory or poor service experiences. In satisfactory recovery experiences, family influence showed no significant influence on Generation Y’s eWOM behaviors.
Research limitations/implications
This study enriches online reviews and eWOM marketing theories, adds to service failure and recovery literature and enhances understanding of consumer behavior expressed by Generation Y through the empirical investigation of Generation Y consumers’ behavioral motivations to engage in eWOM through social media and mobile technology.
Practical implications
Engaging Generation Y consumers with social media campaigns and mobile technology development is not merely sufficient in eWOM marketing strategies. Instead, it is essential to create integrative peer communities to motivate Generation Y consumers to engage in eWOM marketing. Marketers need to pay attention to the mixed effects of family influences on the eWOM behaviors of subgroups of Generation Y in positive or negative service experiences.
Originality/value
Given the scarcity of consumer behavior research into Generation Y as an emerging market segment, this paper makes an incremental contribution by developing and validating a model of factors that influence Generation Y consumers’ eWOM intentions through social networking and mobile technologies in three major service contexts: positive, negative and recovery following a service failure.
•While the sharing economy is hugely popular among entrepreneurs and consumers because of its lower costs and transaction fees, critics have begun to question the price advantage of the sharing ...economy following Uber’s sudden revenue loss. However, Airbnb’s triumphs in 2016 suggested that the sharing economy does not translate to a cheaper provision of goods or services. A factor beyond pricing advantages must be examined. In service management and marketing theories, the sharing economy is represented by service providers who offer an innovative experience for consumers. This service experience is co-created through the interactions of suppliers and consumers. This value co-creation echoes the concept of collaborative consumption. Therefore, this study broadens the scope of study on sharing economy and crafts the relations among value co-creation, customer experience, and pricing under the umbrella of the sharing economy business model.•Specifically, this study investigates the role of value co-creation in sharing economy with an examination of consumers’ willingness to pay premium prices. The objectives are (1) to determine the values that customers perceive through co-creation activities in a sharing economy and (2) to assess the various impacts of the co-created values on consumers’ willingness to pay (WTP) a premium price for the sharing economy experiences in pre-/mid-/post-consumption stages.•This study discussed the value co-creation activities in the sharing economy business patterns in three distinct service stages—pre-consumption, mid-consumption, and post-consumption. Further, this study examined and compared the co-created values across three consumption stages by using multi-group structural equation modeling technique. Due to the nascent nature of sharing economy and value co-creation, the study findings generated many theoretical and practical implications.
The growing phenomenon of the sharing economy facilitates collaborative production and consumption, which highlights the concept of value co-creation. The current study aims to investigate the role of value co-creation in a sharing economy with an examination of consumers’ willingness to pay a premium price. Three types of functional, social, and emotional co-created values were explored through an online survey that focused on the pre-consumption, mid-consumption, and post-consumption stages. Four hundred and ninety-nine valid surveys were collected. The results showed that activities that involve functional and social values in the pre-consumption stage are stimulators of paying a premium price. In the mid-consumption stage, emotional value is also important for customers. However, in the post-consumption stage, only social-value-based activities are associated with willingness to pay a premium price.
This study tried to know how self-regulation strategies (SRS) affected the motivation, self-efficacy, willingness to communicate (WTC), and creativity of Chinese EFL learners as they learned English ...language. To do this, eighty intermediate EFL students were selected and divided into two groups: experimental and control. Four questionnaires were then used to assess the participants' motivation for language acquisition, WTC, self-efficacy, and creativity prior to the intervention. Subsequently, SRS was used to treat the experimental group (EG), whereas a traditional instruction was given to the control group (CG) without the use of SRSs. Four questionnaires were given again as post-tests following a 15-session treatment to gauge how the treatment affected the students' motivation for language acquisition, WTC, self-efficacy, and creativity. Based on the study's results, the EG considerably outstripped the CG on each of the four post-tests. The findings of this research have some implications for researchers, English teachers, EFL learners, and other stakeholders.
In today’s digital era, mental health challenges among college students are escalating. This study investigates how integrating mental health education with student management can foster college ...students’ comprehensive growth. Employing fuzzy clustering for mental health analysis and leveraging both sample-weighted and feature-weighted algorithms, we assess the mental well-being of students from varied familial backgrounds. Our findings reveal that students from particular family backgrounds exhibit significantly lower mental health scores across personality, emotional stability, behavioral habits, self-awareness, and social interactions, with marked disparities in depression and anxiety levels. The adoption of a collaborative parenting approach markedly improved the mental health outcomes for these students, reducing depression and anxiety scores by 1.815 and 1.436 points, respectively. The study advocates for a concerted effort in mental health education and student management within higher education institutions, emphasizing support for students from challenging family environments to nurture their holistic well-being.
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•Quantitative analysis is used to evaluate the removal of microplastics in global WWTPs.•The filter-based technologies perform better microplastics removal efficiency.•Mechanisms of ...critical treatment technologies in microplastics removal are summarized.•An average of 7.2 billion day−1 microplastics entered the river from WWTPs.•Specific microplastics shall be highlighted besides the common microplastics.
Wastewater treatment plants (WWTPs) are considered to be the main sources of microplastic contaminants in the aquatic environment, and an in-depth understanding of the behavior of microplastics among the critical treatment technologies in WWTPs is urgently needed. In this paper, the characteristics and removal of microplastics in 38 WWTPs in 11 countries worldwide were reviewed. The abundance of microplastics in the influent, effluent, and sludge was compared. Then, based on existing data, the removal efficiency of microplastics in critical treatment technologies were compared by quantitative analysis. Particularly, detailed mechanisms of critical treatment technologies including primary settling treatment with flocculation, bioreactor system, advanced oxidation and membrane filtration were discussed. Thereafter, the abundance load and ecological hazard of the microplastics discharged from WWTPs into the aquatic and soil environments were summarized. The abundance of microplastics in the influent ranged from 0.28 particles L−1 to 3.14 × 104 particles L−1, while that in the effluent ranged from 0.01 particles L−1 to 2.97 × 102 particles L−1. The microplastic abundance in the sludge within the range of 4.40 × 103–2.40 × 105 particles kg−1. In addition, there are still 5.00 × 105–1.39 × 1010 microplastic particles discharged into the aquatic environment each day Moreover, among the critical treatment technologies, the quantitative analysis revealed that filter-based treatment technologies exhibited the best microplastics removal efficiency. Fibers and microplastics with large particle sizes (0.5–5 mm) were easily separated by primary settling. Polyethene and small-particle size microplastics (<0.5 mm) were easily trapped by bacteria in the activated sludge of bioreactor system. The negative impact of microplastics from wastewater treatment plant was worthy of attention. Moreover, unknown transformation products of microplastics and their corresponding toxicity need in-depth research.
The ongoing outbreak of COVID-19 pneumonia is globally concerning. We aimed to investigate the clinical and CT features in the pregnant women and children with this disease, which have not been well ...reported.
Clinical and CT data of 59 patients with COVID-19 from January 27 to February 14, 2020 were retrospectively reviewed, including 14 laboratory-confirmed non-pregnant adults, 16 laboratory-confirmed and 25 clinically-diagnosed pregnant women, and 4 laboratory-confirmed children. The clinical and CT features were analyzed and compared.
Compared with the non-pregnant adults group (n = 14), initial normal body temperature (9 56% and 16 64%), leukocytosis (8 50% and 9 36%) and elevated neutrophil ratio (14 88% and 20 80%), and lymphopenia (9 56% and 16 64%) were more common in the laboratory-confirmed (n = 16) and clinically-diagnosed (n = 25) pregnant groups. Totally 614 lesions were detected with predominantly peripheral and bilateral distributions in 54 (98%) and 37 (67%) patients, respectively. Pure ground-glass opacity (GGO) was the predominant presence in 94/131 (72%) lesions for the non-pregnant adults. Mixed consolidation and complete consolidation were more common in the laboratory-confirmed (70/161 43%) and clinically-diagnosed (153/322 48%) pregnant groups than 37/131 (28%) in the non-pregnant adults (P = 0·007, P < 0·001). GGO with reticulation was less common in 9/161 (6%) and 16/322 (5%) lesions for the two pregnant groups than 24/131 (18%) for the non-pregnant adults (P = 0·001, P < 0·001). The pulmonary involvement in children with COVID-19 was mild with a focal GGO or consolidation. Twenty-three patients underwent follow-up CT, revealing progression in 9/13 (69%) at 3 days whereas improvement in 8/10 (80%) at 6–9 days after initial CT scans.
Atypical clinical findings of pregnant women with COVID-19 could increase the difficulty in initial identification. Consolidation was more common in the pregnant groups. The clinically-diagnosed cases were vulnerable to more pulmonary involvement. CT was the modality of choice for early detection, severity assessment, and timely therapeutic effects evaluation for the cases with epidemic and clinical features of COVID-19 with or without laboratory confirmation. The exposure history and clinical symptoms were more helpful for screening in children versus chest CT.
•PA and TA can enhance the water resistance and total porosity of MOC cement.•PA and TA can increase the content of 5Mg(OH)2·MgCl2·8H2O (phase 5) in MOC cement.•PA and TA can decrease the volume ...fraction of small capillary pores of MOC cement.•PA and TA can slow down the hydration rate of MOC cement.•2Mg(OH)2·MgCl2·2H2O is a transitional phase in the formative stage of phase 5.
Magnesium oxychloride (MOC) cement is featured with high early strength, low thermal conductivity and low density, but is not widely applied in construction engineering due to its poor water resistance capability. This research has studied the effect of phosphoric acid and tartaric acid additions on the water resistance of MOC cement pastes, in which also reports the effects on setting time, hydration reactions, compressive strength, phase composition, thermal stability and microstructure. 1 wt% of phosphoric acid and tartaric acid additions can improve the water resistance and reduce thermal stability of MOC cement pastes, which is associated with formation of gel-like 5Mg(OH)2·MgCl2·8H2O. Moreover, these additions reduce the compressive strength and prolong the setting time of MOC cement pastes, as well as increase the total porosity, the volume fraction of gel pores (<10 nm) and large pores (>100 nm), however, decrease the volume fraction of small capillary pores (10–100 nm) of MOC cement pastes. These effects are caused by both additives but are most pronounced for MOC cement pastes containing phosphoric acid. In addition, 2Mg(OH)2·MgCl2·2H2O is a transitional phase in the formative stage of 5Mg(OH)2·MgCl2·8H2O in MOC cement.
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