ABSTRACT
PurposeThis study examines the different effects of service recovery strategies on customers' future intentions when online shoppers were experiencing delivery failures. Two types of problem severity are evaluated: wrong-product delivery (issues with the product quality or quantity) and late delivery. This study also investigates the impact of service criticality on the relationship between service recovery strategies and customers' future intentions.Design/methodology/approachThis study employs experimental research with 123 online shoppers as participants. Following the results, a subsequent test is conducted to examine the effect of participants' demographics on future intentions. Finally, the current study elaborates the findings using qualitative research, interviewing both sides impacted by the service failures: online shoppers and e-retail managers.FindingsThe findings show that complementing product replacement with monetary compensation is the most effective strategy to improve repurchase intention after a dissatisfaction moment. This effect is indifferent to service criticality and severity. Age influences the participants' repurchase intentions, in which younger people are less tolerant of service failures. In contrast, gender and education level do not provide any differences. To prevent delivery failures, managers participating in this study suggest several best practices regarding systems and infrastructure, people and coordination and collaboration with logistics partners.Research limitations/implicationsThe study mainly examines a limited type of service and service failures. Further studies are encouraged to expand the variables and scenarios, as well as to employ more distinctive methods, to enrich the findings related to recovery strategy in the e-commerce industry.Practical implicationsGiven proper compensation, service failure could create momentum for online retailers to boost customer loyalty. This study suggests that managers design the most effective service recovery to win customers back to the business.Originality/valueThis paper enriches the literature related to a service recovery strategy, particularly within the online shopping context.
ABSTRACT
Golf, like many sport and recreation activities, has evolved and expanded since its inception. Golf was introduced to the United States in the late-1800s and has historically had a reputation of being exclusive;a game for the upper and upper-middle class. After experiencing a dramatic increase in popularity through the early 2000s, golf suffered a decline and had only recently leveled off before seeing another surge in participation during the COVID-19 pandemic. One of the key contributors to the success of the game in recent years has been the introduction of golf alternative facilities like Topgolf and Drive Shack that are built in a way that enhances the social experience. These facilities are experiencing great success and are welcoming a more diverse customer base than has ever been seen before in golf. The purpose of this study was to investigate the factors relating to individuals' participation at golf alternative facilities to better understand the role that the experiences provided by these facilities play in the game of golf and the decisions of golfers. The study aimed to investigate the relationships among individuals' experience with the game (i.e. "golfographics"), motivations, and future participation intentions both at golf alternative activities and at traditional golf courses. The study employed a mixed method approach and was conducted in two phases comprised of an online questionnaire (n = 135) and interviews (n = 7). Purposive and convenience sampling were used to capture a sample of mostly "dedicated golfers" who reported high levels of skill and engagement with golf. Using the Task and Ego in Sport Questionnaire (TEOSQ) and Social Motivational Orientations Scale for Sport (SMOSS), motivation surrounding visits to Topgolf and Drive Shack were measured. Cluster analysis and analyses of variance were conducted to investigate differences in golfographic and demographic data between clusters. Private-access golfers and public-access golfers were then compared. A number of significant differences between these two groups were discovered, leading to important findings for the golf industry. The study found utility in the concurrent use of achievement and social motivation frameworks to study participants in a sport setting that has a strong social component. Findings supported existing Experience Economy research suggesting that an experience and the built environment can significantly influence motivation and future intentions. The study found high social motivation in the sample, indicating that dedicated golfers frame Topgolf and Drive Shack as a social experience with a golf component, which has implications for the golf industry. The study also revealed that social factors play a role in recreation substitution choices, where many in the sample indicated a willingness to substitute Topgolf/Drive Shack for some traditional rounds of golf. Strategic recommendations for golf industry leaders, associations, and facilities are also discussed, with a focus on increasing diversity and inclusion in golf. Future research should investigate the interrelatedness of achievement and social motivations, especially in socially-focused sport settings, and should measure the impact of these motivations on future intentions. This study should be expanded with a sample that is more representative of the diverse Topgolf and Drive Shack customer populations. Suggestions for industry should be employed and studied further, specifically the recommendation to build similar experiences at traditional golf courses. (PsycInfo Database Record (c) 2022 APA, all rights reserved)
ABSTRACT
Golf, like many sport and recreation activities, has evolved and expanded since its inception. Golf was introduced to the United States in the late-1800s and has historically had a reputation of being exclusive;a game for the upper and upper-middle class. After experiencing a dramatic increase in popularity through the early 2000s, golf suffered a decline and had only recently leveled off before seeing another surge in participation during the COVID-19 pandemic. One of the key contributors to the success of the game in recent years has been the introduction of golf alternative facilities like Topgolf and Drive Shack that are built in a way that enhances the social experience. These facilities are experiencing great success and are welcoming a more diverse customer base than has ever been seen before in golf. The purpose of this study was to investigate the factors relating to individuals' participation at golf alternative facilities to better understand the role that the experiences provided by these facilities play in the game of golf and the decisions of golfers. The study aimed to investigate the relationships among individuals' experience with the game (i.e. "golfographics"), motivations, and future participation intentions both at golf alternative activities and at traditional golf courses. The study employed a mixed method approach and was conducted in two phases comprised of an online questionnaire (n = 135) and interviews (n = 7). Purposive and convenience sampling were used to capture a sample of mostly "dedicated golfers" who reported high levels of skill and engagement with golf. Using the Task and Ego in Sport Questionnaire (TEOSQ) and Social Motivational Orientations Scale for Sport (SMOSS), motivation surrounding visits to Topgolf and Drive Shack were measured. Cluster analysis and analyses of variance were conducted to investigate differences in golfographic and demographic data between clusters. Private-access golfers and public-access golfers were then compared. A number of significant differences between these two groups were discovered, leading to important findings for the golf industry. The study found utility in the concurrent use of achievement and social motivation frameworks to study participants in a sport setting that has a strong social component. Findings supported existing Experience Economy research suggesting that an experience and the built environment can significantly influence motivation and future intentions. The study found high social motivation in the sample, indicating that dedicated golfers frame Topgolf and Drive Shack as a social experience with a golf component, which has implications for the golf industry. The study also revealed that social factors play a role in recreation substitution choices, where many in the sample indicated a willingness to substitute Topgolf/Drive Shack for some traditional rounds of golf. Strategic recommendations for golf industry leaders, associations, and facilities are also discussed, with a focus on increasing diversity and inclusion in golf. Future research should investigate the interrelatedness of achievement and social motivations, especially in socially-focused sport settings, and should measure the impact of these motivations on future intentions. This study should be expanded with a sample that is more representative of the diverse Topgolf and Drive Shack customer populations. Suggestions for industry should be employed and studied further, specifically the recommendation to build similar experiences at traditional golf courses. (PsycInfo Database Record (c) 2022 APA, all rights reserved)
ABSTRACT
Purpose The purpose of this study is to examine the influence of involvement, satisfaction and festival attachment on urban Dragon Boat Festival (DBF) attendees' future intentions. Design/methodology/approach Data were collected from 307 participants of the Hong Kong DBF using a survey instrument. Data was analysed using a series of analytical tools including factor analysis, structural equation modelling and bootstrap mediation. Findings Results indicate that festival attendees' involvement and satisfaction directly influenced future intentions with the DBF, but this was not the case for festival attachment. Consequently, satisfaction is a key puzzle piece for understanding why DBF attendees may not revisit despite a positive attachment to the DBF. Research limitations/implications The study draws implications for DBF promotion as an urban cultural event. Originality/value This study sheds light on the key drivers of attendees' future intentions among both residents and tourists to urban festivals. A noble contribution to knowledge in this regard is that attachment alone is not sufficient to induce loyalty among DBF patrons. Essentially, satisfaction is a vital element for repeat visits. The study also makes important distinctions in determining elements of attachment.