ABSTRACT
In 2021, the airline industry was affected by COVID-19, and many airlines suffered losses. The main reason for the loss were the decline in revenue and the surge in costs. Therefore, in terms of creating the competitive advantage of airlines, "price war" is no longer applicable, and improving service quality has become an effective means. Customer satisfaction is the most effective indicator to measure service quality. In this study, a satisfaction evaluation system is established based on structural equation model and customer satisfaction importance matrix. Then, a questionnaire is designed to analyze the influence of different factors on customer satisfaction. The research finds that brand image and perceived quality have a great impact on customer satisfaction. In addition, some suggestions for airlines to improve customer satisfaction are given. © 2023 SPIE.
ABSTRACT
PurposeThis study aims to investigate the factors that influence young consumers' purchase intention towards dietary supplements (DS) in Malaysia.Design/methodology/approachThe supplement industry in Malaysia has been growing rapidly recently due to a paradigm shift in healthcare management, from curative to prevention. Thus, it has sparked interest to conduct a study on the factors that influence young consumers' purchase intentions towards DS. With a response rate of 74.5%, a survey questionnaire was used to elicit data from 149 Gen-Y respondents who consume supplements on a regular basis.FindingsThe results revealed that the influencing factors towards purchase decisions among these Gen-Y respondents aged between 17 and 25 are based on product knowledge and product quality. The implications of these findings and directions for future research are outlined at the end of this paper.Originality/valueThis study offers empirical insights from the perspective of an emerging digital economy on the factors that influence young consumers' purchase intentions towards DS in Malaysia.
ABSTRACT
Purpose: to analyze the ability of the National Health Insurance mobile service quality to build BPJS brand image and public trust to increase intention to use online services during the Covid period. The background of this research is based on the phenomenon in the form of complaints on the quality of online services and research gaps on the effect of service quality on the intention to use online services. Brand image and trust are offered as a mediation for gaps in previous research results. Design/ methodology/approach: The type of research is quantitative, using a pre-existing measurement scale related to mobile service quality, brand image, trust and intention. Involving a sample of 140 BPJS users during the Covid pandemic. It is difficult to identify the population size, the sample size is determined by the formulation of a constant value of 5 multiplied by 28 indicators. The technique of selecting respondents was carried out by means of non-probability random sampling. PLS SEM model as an analysis tool. Findings: The results of this study indicate that the direct relationship of mobile service quality on brand image, trust and intention shows significant positive results. Furthermore, the influence of brand image on trust shows significant results. The influence of brand image and trust on intention is also found to be significantly positive. Practical/implications: although management policies encourage customers to use mobile services more, the public still considers the trustworthy image of BPJS to develop their intention to use mobile application services. The government must remain consistent in ensuring that the quality of mobile service is not compromised because the implications for BPJS image and public trust are at stake. Through the person in charge at BPJS, the government must continue to consistently evaluate and improve the system and educate the public regarding this BPJS health mobile service system. Originality/value: This research offers new insights, filling gaps in studies on national health insurance mobile services during the Covid-19 Pandemic
ABSTRACT
At the start of Singapore's first year of living with COVID-19, its government was praised internationally for its ability to control the spread of the virus through high standards of testing, tracing, and isolation, the basic elements of communicable disease control. Its success strengthened both its brand as a global city and its national narrative often referred to as "The Singapore Story”. However, the first year of COVID-19 also exposed weaknesses in the Singapore system of development, governance, and policymaking. And yet, that very same system seemed, at least on the surface, sufficiently resilient to correct the immediate problems and adapt to changing circumstances. The question perhaps is whether the Singapore system is capable of further adapting in the face of intensifying volatility, uncertainly, complexity, and ambiguity, the kind of future of which COVID-19 might in fact be merely a portent. How should lapses such as the serious outbreak of infection in the migrant worker dormitories be viewed? It is reasonable to admit that no government is perfect, not even in well-governed Singapore. One can also say that crisis of this kind can be unpredictable and so all one can hope for is that the authorities did the best that they could, given what they knew and the resources that they possessed. But, from these lapses, one could also gain insight into deeper problems of a structural or systemic nature. Putting out the proverbial fires, difficult as it is to do, may distract from their real causes, which could be subterranean, or climatic, or ideological. These causes are deeper than a simple explanatory chain linking events, behaviour, decisions, responsibility, and corrections. These deeper causes are all linked in some way to neoliberal globalization and authoritarian populist responses to it. © The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd. 2022.
ABSTRACT
Mangrove tourism is one of the tourist destinations offered by tourism managers that is currently gaining popularity and popularity among tourists. Keeping tourists coming back can be a very effective strategy for developing tourist destinations. This study employs Experiential Marketing as a strategy to increase tourist interest. Because research in the field of experiential marketing in nature tourism destinations such as mangrove tourism is still limited, the topics of this study are experiential marketing and visitor visit intention. The purpose of this study was to determine the impact of strategic experiential modules (SEMs) on visitor revisits intention. The research method used is quantitative with the variable dimensions of SEMs and visitor revisits intention, a sample of 93 tourists with a purposive sampling technique, and multiple linear regression analysis techniques. The results showed that the sense, act, and relate variables had a positive and significant impact on the visitor revisits intention, while the feel variable had a positive but not significant impact, and the think variable had a negative but not significant impact on the visitor revisits intention.
ABSTRACT
PurposeThis research conceptualises the hallmark event, Melbourne Cup in Australia, as a major sporting brand experience. While numerous studies have explored consumer engagement and experiences in major sporting events, few research studies highlight the negative issues, such as alcoholism, gambling and violence, that may affect consumer engagement and experience. This article addresses the challenges and opportunities of providing immersive and transformative experiences through transformative service research (TSR) approaches when such negative issues are swirling around.Design/methodology/approachThe paper is conceptual. It uses the example of Melbourne Cup to illuminate aspects of the conceptual framework.FindingsThe article unpacks a myriad of positive and negative immersive brand experiences and contributes a conceptual framework to understand the sporting brand experience phenomenon and shows how authentically responsible marketing approaches can improve the sport spectator experience.Research limitations/implicationsInsights from the extended TSR framework presents implications for various organisations that are involved with strategic destination marketing approaches. It guides key stakeholders to engage in dialogue and collaborate in order to improve the attendee transformative experience. Inviting collaborators will facilitate the exchange of ideas that will improve event organisation. Consistent approaches among hospitality service providers would improve alcohol service and create a safe environment for attendees. The TSR framework guides players of the experience to engage in meaningful dialogue with a common goal to improve consumer wellbeing. Education and training therefore are key elements in the consumer sporting brand experience.Practical implicationsThe adapted TSR framework offers insights to destination marketers such as sporting agencies, tour operators and sporting organisations/clubs. Marketers may promote bigger sporting events and organise tours via travel agencies and ignore key elements that may influence attendee decision. Destination marketing organisations (DMOs) can use the framework to promote effective planning and the key initiatives that the iconic event is involved with. The framework can be used as a guide to manage similar international events. Events of major or mega size and international reputation need specific frameworks that address crowd behaviours of similar sizes.Originality/valueAn extended transformative service approach is being conceptualised for major sporting brand experiences. Practical implications are also highlighted for DMOs when raising the profile of city brands.
ABSTRACT
In COVID-19 era, destination branding faces the challenge of digitalization and virtual reality (VR) in particular. The fundamentals of VR-mediated storytelling in destination branding are in the process of being developed. There is a luck of research on immersive VR-mediated storytelling, scenarios, and messages in destination branding, especially realised with technologies of more complex – hybrid – immersivity (4D). The shift from 2D, 3D to 4D hybrid multisensory VR technologies is not only among the main technology developments – it provokes new research problems with VR-mediated destination branding and storytelling. The authors present the results of theoretical and empirical research of VR-mediated destination storytelling of a brand driven by the newest 4D hybrid multisensory technological approaches on the case of Switzerland. In Switzerland, VR-mediated projects in destination branding are developing actively last years but VR-mediated storytelling research in this field was not provided yet. In this regard, it was chosen 100 destination brand VR projects, presented in 2016–2022, to compare the parameters of VR-mediated storytelling of a brand. VR has to be included into brand storytelling paradigm, which must be rethought for this specific sphere. It was proved that it is more effective to combine different types of experience, virtual and physical both and make the VR-mediated brand storytelling hybrid. In terms of theoretical implications, this paper opened a specific research area by bridging theoretical and empirical ideas of destination branding, VR-mediated storytelling and digital media, technical and social communication. © Shilina M.G., Sokhn M., Wirth J., 2023.
ABSTRACT
The paper reports findings from a two-stage study of consumer–brand relationships conducted between April 2021 and June 2021, at a time the COVID-19 pandemic had forced consumers to live through social distancing mandates and school/office closures. Initial exploration via focus groups began in April 2021 for the purpose of generating grounded theory, hypotheses, and measurement scales relevant to their experiences of brand consumption during this period. The second study tested the grounded hypotheses based on a nationwide sample of consumers in June 2021. The study finds evidence of three distinct brand-related behaviors in response to the COVID-19-induced stresses;i.e., heightened intentionality about brand choices, heightened concern for brand sponsors' ethical behaviors toward their employees, and engagement in brand evangelism behaviors.
ABSTRACT
Electronic word-of-mouth is a new form of informal communication where messages are disseminated to others using social media and other electronic platforms. This research investigates eWOM to determine its impact on the perception of brand equity and the intentions of consumers to purchase hotel services in Thailand. Using a quantitative approach and a non-probability sampling method, 410 Thai respondents aged 18 and above with relevant hotel experiences participated in this study. Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were used to analyze the model fit and the validity and reliability of the variables. In addition, in order to investigate the relationship between the constructs, first-order and second-order approaches were used, in which eWOM was the second-order construct in the study, while its credibility, valence, and volume, were first-order constructs. The findings indicated that eWOM positively affects all brand equity dimensions and purchase intentions, showing the strongest significant positive effect on brand awareness. Additionally, brand equity dimensions were shown to mediate the effect of eWOM on purchase intentions. Details of the analyses and discussions are included in the latter part of this paper.
ABSTRACT
Purpose: This study links SDG goal 9 of industry, innovation strategies and another infrastructural environment to branding relating to destination and interactive marketing. Digital marketing tools with various applications aim to offer hi-tech services to customers in interactive marketing services, namely multiple goods and services, data and innovative techniques in the tourism and travel sector. Exploring the study would add to the existing literature supporting interactive marketing procedures and destination branding. Branding relating to destinations fosters tourists around the globe facilitating economic growth and development and supporting the local economies. Need for the Study: It is observed from the literature that very few studies have been identified across the globe from various researchers on the interactive marketing and destination branding that ensures brand loyalty and reassesses the intent of the tourists just before the epidemic pandemic in the form of COVID-19. Artificial Intelligence, as part of information technology, offers various interactive marketing services in the form of different social media marketing strategies, attractive websites for tourists and travel providers and image building on destination branding. This study would help fill the marketing gap, which results in branding relating to destination, brand loyalty and reassessing the intent of various tours and travel plans just before the pandemic. Methodology: The study focused on the literature, demonstrating the stimulus organism methodology and examining the impact of potential marketing strategy, which is interactive focusing on the destination branding, loyalty relating to the brand and also procedures to revert with the intent that would motivate and facilitate the customer's confidence showering the loyalty relating to the brand in the travel and tourism sector. Findings and their Practical Implications: The study revealed that the marketing relating to interactive methodologies in the hi-tech digital approaches ought to be carried out to create opportunities for prospective tourists willing to get information about various tourists destinations with the help of various marketing techniques such as different social media applications, easy access of websites for accessing the tourist destinations and relevant information, accessing images pertinent to the tourism destinations with the ease of chat box and providing suitable audios and video sources to the potential customers. © 2023 by Seval Kardes Selimoglu and Mustafa Hakan Saldi. All rights reserved.
ABSTRACT
The novel coronavirus (COVID-19) outbreak has impacted the aviation industry worldwide. Several restrictions and regulations have been implemented to prevent the virus's spread and maintain airport operations. To recover the trustworthiness of air travelers in the new normality, improving airport service quality (ASQ) is necessary, ultimately increasing passenger satisfaction in airports. This research focuses on the relationship between passenger satisfaction and the ASQ dimensions of airports in Thailand. A three-stage analysis model was conducted by integrating structural equation modeling, Bayesian networks, and artificial neural networks to identify critical ASQ dimensions that highly impact overall satisfaction. The findings reveal that airport facilities, wayfinding, and security are three dominant dimensions influencing overall passenger satisfaction. This insight could help airport managers and operators recover passenger satisfaction, increase trustworthiness, and maintain the efficiency of the airports in not only this severe crisis but also in the new normality.
ABSTRACT
Purpose- Brand personality plays an important role in the development of tourists' self-image congruence and revisit intention. This paper attempts to shed light on the relationship between brand personality and self-image congruence and revisit intention through a quantitative analysis.Design - Data were collected from 496 Vietnamese tourists who visited the top five tourist sites in Vietnam, including Ha Long, Phu Quoc, Sapa, Nha Trang, and Hoi An. Methodology - By using SEM in AMOS version 24 CFA was performed to test the the overall measurement model.Findings - Multivariate data analysis demonstrated that five dimensions of brand personality. (Excitement, Sincerity, Sophistication, Competence, and Ruggedness) have a positive effect on self-image congruence and revisit intention. While excitement appears to be most helpful for developing self-image congruence, sincerity has the highest benefit for increasing revisit intention, sincerity has the highest utility for increasing revisit intention. In addition, revisit intention is most influenced by excitement and least influenced by sophistication through self-image congruence. Originality of the research - The findings highlight the important role of attributes associated with tourist destinations. Managers in the tourism sector should be familiar with these characteristics in order to position or strengthen their destination's brand with the aim of delivering to each tourist group a customized experience that resonate with their shared values. The insights provided by this paper also have important implications for travel companies in the gradual recovery of the country's smoke-free industry under the conditions of the COVID-19 pandemic.
ABSTRACT
PurposeThe Bed and Breakfast (B&B) enterprises generally lack sufficient human resources and time to conduct research on important social media marketing factors for visitors' satisfaction and visitors' intentions. Therefore, this study aims to provide crucial social media marketing and factors and service quality elements for improving customer satisfaction and customer loyalty in B&B sectors. This study also provides some recommendations for attracting more visitors and increasing customer satisfaction and customer loyalty through social media.Design/methodology/approachFirst, social media marketing factors and service quality elements were identified through the systematic literature review. Then these identified factors and elements were used to design a survey questionnaire for collecting data. The research data included responses of 64 B&B enterprises and 625 customers. The collected data was analyzed by feature selection approaches including Decision Tree algorithm and Information Gain to identify the key factors for improving customer satisfaction and customer loyalty.FindingsThe findings of this study determined that featured choice is an important social media marketing factor, and assurance is the common service quality element for both B&B enterprises and their customers in terms of satisfaction and loyalty.Originality/valueThis study adds a value to the growing literature on customer satisfaction and loyalty in B&B sectors by exploring key social media marketing factors and service quality elements. The study reveals several implications for theories and practices. The findings hopefully help B&B enterprises better social media marketing with less workforce and budget.
ABSTRACT
[...]the committee recommended granting a conditional marketing authorization for Retsevmo (selpercatinib) for the treatment of cancers displaying a rearranged during transfection (RET) gene fusion, including RET-fusion positive non-small cell lung cancer, RET-fusion positive thyroid cancer, and RET-mutant medullary-thyroid cancer (1). The committee also recommended granting a marketing authorization under exceptional circumstances for Lumoxiti (moxetumomab pasudotox) for the treatment of relapsed or refractory hairy cell leukaemia (1). In January, the European Commission (EC) granted conditional marketing authorization to Moderna's COVID-19 vaccine (8), following a positive recommendation by EMA, based on positive Phase III clinical trial data that showed over 90% efficacy in participants at risk of severe COVID-19 and a 94% reduction in the number of symptomatic COVID-19 cases (9).
ABSTRACT
PurposeThe present article aims to determine the factors that explain the intention to adopt electronic commerce among women traders in a developing country like Democratic Republic of Congo (DRC) during a health crisis period.Design/methodology/approachThis study was conducted in the DRC, in Bukavu Town. A convenience sample of 282 respondents consisting of solely women entrepreneurs (importing traders) in Bukavu Town was selected and the structural equation model was used to test the research hypotheses resulted from Ajzen's theory of planned behaviour.FindingsThe finding results showed that only the factors attitude towards electronic commerce adoption and subjective norms which predict women traders' intention to adopt electronic commerce. The analysis shows that about 38.9% of the variation in the dependent variable is explained by the above variables.Originality/valueFew studies have presented technology and electronic commerce adoption as resilience of women entrepreneurs in a time of crisis, despite the abundance of the review literature on adoption. This study provides a new approach to assist women entrepreneurs as well as researchers in understanding the drivers of electronic commerce adoption factors in the DRC.
ABSTRACT
PurposeMany workers with disabilities face cultures of exclusion in the workplace, which can affect their participation in decisions, workplace engagement, job attitudes and performance. The authors explore a key indicator of engagement—perceptions of organizational citizenship behavior (OCB)—as it relates to disability and other marginalized identities in the workplace.Design/methodology/approachUsing an online survey, legal professionals answered questions about their workplace experiences. Ordinary least squares (OLS) multivariate regression analysis with progressive adjustment was used to investigate the effect of demographic and organizational factors on perceptions of OCB.FindingsThe authors find that employees with disabilities have lower perceptions of OCB, both before and after controlling for other personal and job variables. The disability gap is cut nearly in half, however, when controlling for workplace culture measures of co-worker support and the presence of an effective diversity, equity and inclusion (DEI) policy. Disability does not appear to interact with gender, race/ethnicity and LGBTQ + status in affecting perceptions of OCB.Originality/valueThe results point to the workplace barriers faced by people with disabilities that affect their perceptions of engagement, and the potential for supportive cultures to change these perceptions.
ABSTRACT
This study aims to investigate the nature and intensity of the changes in corporate financial performance due to the corporate social responsibility (CSR) disclosures as a result of certain relationships between corporate governance and company performance in the non-financial sector. This study selected 625 non-financial companies across six organizations for economic cooperations (OECD) countries' stock markets for the period of 10 years (2012–2021). For this qualitative study, corporate governance, financial performance, and corporate social responsibility score data were collected from the DataStream, a reliable database for examining the research on OECD countries' listed companies. For the data analysis we applied various statistical tools such as regression analysis and moderation analysis. The findings of the study show that all attributes of the corporate governance mechanism, except for audit board attendance, have significant positive impacts on financial performance indicators for all the selected OECD economies except the country France. France's code of corporate governance has a significant negative impact on return on asset (ROA) and return on equity (ROE) due to differences in cultural and operational norms of the country. The audit board attendance has no significant impact on ROA. Moreover, all the attributes except board size (BSIZ) have significant positive impacts on the earnings per share (EPS) in Spain, The United Kingdom (UK) and Belgium. The values obtained from the moderation effect show that Corporate social responsibility is the key factor in motivating corporate governance practices which eventually improves corporate financial performance. However, this study advocated the implications, Investors and stakeholders should consider both corporate governance and CSR disclosures when making investment decisions. Companies that prioritize both governance and CSR tend to have better financial performance and are more likely to mitigate risks. Moreover, the policy makers can improve the code of corporate governance in order to attain sustainable development in the stock market.
ABSTRACT
This review expands our insights into how micro, small, and medium enterprises or MSMEs cope with disruption in Metro Manila in the Philippines using social media marketing. COVID-19 accelerated certain processes forcing local businesses to embrace digital marketing transformation. Thus, it enables local businesses to intensify their social media marketing (SMM) efforts to remain relevant due to a series of lockdowns and government-initiated restrictions. Based on the systematic review, the researcher proposes a conceptual framework to answer the question: How can MSMEs cope with disruption through social media marketing to attain positive brand equity? The proposed conceptual framework looked into synonymous themes such as marketing competencies (MC), omnichannel strategies (OC), and brand equity (BE). Within the process, MSMEs can optimize their social media marketing strategies as a springboard to reimagine the new normal with significance on how the business would aggrandize its resources. Moreover, as of October 2021, the entire nation has entered the post-pandemic period, making this study pertinent for local enterprises. Indeed, MSMEs attempt to bounce back from a two-year incubus. [ FROM AUTHOR] Copyright of International Journal of Multidisciplinary: Applied Business & Education Research is the property of Future Science and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full . (Copyright applies to all s.)
ABSTRACT
The COVID-19 pandemic has resulted in changes in consumer behavior and has created new opportunities and challenges for the provisioning of green products in emerging economies. The objective of this study was to identify how perceptions on COVID-19 affected the variables of planned behavior and responsible purchase intention during the pandemic in Colombia. A total of 320 consumers participated in an online survey, and the responses were analyzed using a structural equation model (SEM) and AMOS 24 statistical software. The results were positive regarding the development of better environmental awareness, indicating that COVID-19 (COV) influenced the attitude (ATT) of individuals and contributed to subjective norms (SNs) and perceived behavioral control (PBC), and that SNs and ATT influence eco-friendly purchase intention (EFPI). However, PBC does not contribute to EFPI. Colombian consumers have become aware of the importance to society of buying eco-friendly products, and planned behavior is an opportunity for organizations to formulate new portfolios relevant to the needs of the market. This is an important opportunity to sensitize consumers to the purchase of environmentally friendly products and for the identification of commercial strategies by companies that bet on the formulation and commercialization of eco-friendly portfolios that generate value for society.
ABSTRACT
This study aims to examine the impact of the ongoing economic crisis resulting from the COVID-19 Pandemic on consumers' fashion consumption behavior and the emergence of alternative consumption practices. Twenty semi -structured interviews were conducted between April and May 2020 to accomplish this research objective. The interviews aimed to shed light on the underlying emotions experienced by individuals as a result of changes in their consumption patterns. The analysis revealed several emerging themes, including reuse, reduce, and reject, aligning with previous anti-consumption findings. However, unlike previous circumstances, these behaviors are not driven by voluntary choices but instead compelled by the general health crisis and its subsequent economic ramifications.