Browsing The College of Business and Management by Title
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- ItemDeveloping a strategic viability-fit model of mobile technology adoption in hotels(2022) Hyunjeong “Spring” Han; Jungwoo Lee; Bo Edvardsson; Rohit VermaPurpose – Notwithstanding the expected apparent benefits of mobile technologies (MTs) in the hotel industry, their adoption is slower than forecasted. This study aims to identify the challenges faced by hotel managers in adopting MTs in their industry, such that the authors may determine the strategic positions for adopting and managing MTs and build a frame of reference for hotel management practices. Design/methodology/approach – The authors conducted a series of focus group interviews (FGIs) with the managers and executives of luxury hotels. FGIs were conducted in groups in a semi-structured format, asking questions about MT adoption in their hotels and the challenges they faced. The FGI transcripts were analyzed using a grounded theory approach. Findings – Open and axial coding of FGI scripts revealed 15 underlying categories of challenges in adopting MTs in hotels. Subsequent selective coding revealed two underlying dimensions: viability-fit. With these two underlying dimensions, a strategic model for MT adoption is developed. This model identifies four MT adoption strategies in hotels: lookers, experimenters, explorers, and leaders. Originality/value – The model developed and presented herein may help analyze a hotel’s strategic positioning in adopting MT’s. Depending on the positional analysis results, hotel managers can appropriately decide resource mobilization priorities and deployment timing.
- ItemDevelopment and validation of the pick-up service quality scale of the buy-online-pick-up-in-store service(2020) Yeonjoo Lee; Sunmee Choi; Joy M. FieldBuy-Online-Pick-up-in-Store (BOPS) service is a popular omnichannel retail initiative, intended to enhance the convenience of online customers. Focusing on the pick-up (PU) stage of BOPS service, we develop a comprehensive scale (BOPS-PU-QUAL) for its quality perceived by customers. A multi-step scale development procedure involving one qualitative and two quantitative studies resulted in a scale consisting of 16 items under four dimensions. Service effectiveness is found to be the strongest influencer on quality perceptions of BOPS-PU, followed by problem handling, ease of access, and item quality. A structural equation analysis reveals that BOPS-PU-QUAL perceptions positively affect customers’ behavioral intentions towards the brand’s BOPS service, with the relationship fully mediated by satisfaction with BOPS. This study contributes to omnichannel service quality research by identifying the critical quality dimensions of BOPS pick-up service that reflect the uniqueness of BOPS customers. These findings help practitioners realize the importance of managing BOPS-PU service quality and provide practical guidance.
- ItemEmployee wellness on the frontline: an interactional psychology perspective(2020) David Solnet; Mahesh Subramony; Maria Golubovskaya; Hannah Snyder; Whitney Gray; Olga Liberman; Rohit VermaPurpose – Employee wellness is vital to creating high-quality employee-customer interactions, yet frontline service workers (FLSWs) do not typically engage in, or benefit from, wellness initiatives. This paper aims to conceptually model the interactive influences of organizational and employee factors in influencing FLSW involvement in wellness programs and provides suggestions on how service organizations can enhance wellness behaviors and outcomes. Design/methodology/approach – This paper builds upon classical and contemporary management theories to identify important gaps in knowledge about how employees and firms engage with wellness. Interactive psychology, emphasizing multidirectional interaction between person (employee) and situation (organization) wellness orientation, is introduced. Findings – The paper develops a model that can be used to assess organizational wellness program effectiveness by emphasizing the interaction of employee and organizational wellness orientation. The model illustrates that wellness effectiveness relies equally on employee agency through an active wellness orientation matched with the organizational wellness orientation. Originality/value – This paper questions the dominant approaches to assessing the effectiveness of workplace wellness initiatives, arguing for a more humanistic and agentic perspective rather than traditional organizationally centered fiscal measures.
- ItemFostering innovation through stakeholders’ engagement at the healthcare industry: Tapping the right key(2020) Marival Segarra-Ona; Ángel Peiró-Signes; Rohit VermaIn this paper, we investigate to which point each of the healthcare industry’s stakeholders is influencing the final innovation outputs. We propose and test a model that puts together stakeholders’ engagement, innovation objectives and innovation outputs. We analyze data from 400+ healthcare Spanish companies using the Partial Least Squared modeling technique. Results show that stakeholders’ engagement is crucial to orientate innovation objectives that are directly and positively related to innovation outputs. Also, results push a higher implication of society in the co-creation and participation in innovation activities in the healthcare industry highlighting its importance as, both, triggers and the most benefited recipients. This paper uncovers the relationship between healthcare stakeholders and innovation outputs and also answers another research question—which stakeholders have a stronger relationship with innovation outputs? Implications suggest that healthcare industry managers and policymakers should build on the relationship with clients/customers/patients/final users as innovation-related information inputs as an effective way to improve their innovation outputs.
- ItemFrom customer value co-creation behaviour to customer perceived value(2021) Dung Vu; Hanh TranThis study investigates the chain effect of customer value co-creation behaviour on the customerization capability and service capability of service firms and, ultimately, customer perceived value. The study evaluates the moderating roles of the level of technologization and relationship marketing orientation in the relationship between customer value co-creation behaviour and the capabilities of firms. The data were collected from dyadic interaction between customers and the service staff of service firms in Vietnam through surveys. The results show that customer citizenship behaviour and participation behaviour are differentially linked to the customerization capability, and service capability of service firms, which in turn affect customer perceived values. Relationship marketing orientation serves as a significant moderator for customerization capability, yet it is not a significant moderator for service capability. Surprisingly, the level of technologization does not significantly moderate for both customerization capability and service capability. The study advances the literature of value cocreation and offers useful managerial implications.
- ItemGlobal trends in hospitality(2022) Lerzan Aksoy; Sunmee Choi; Tarik Dogru; Timothy Keiningham; Melanie Lorenz; Dan Rubin; J. Bruce TraceyThe disruptions to the global hospitality industry have been accelerated, particularly after the emergence of the COVID-19 pandemic. As such, it is even more important for scholars to focus on future research that addresses the most relevant and important industry-specific challenges. In this paper, we analyze the recent hospitality research and industry trends to identify the topics that have received the most attention, and then compare these trends to the survey results from two key industry stakeholders – academics (N = 67) and practitioners (N = 235) – regarding the most important short- and longer-terms research priorities. Overall, the findings suggest that both stakeholder groups have placed supply and demand characteristics, as well as technology, as the industry’s most pressing priorities in both the short- and longer-term future. The relative importance of safety and cleanliness is expected to decline over time while environmental sustainability will gain increasing attention in the future.
- ItemHow to win the consumer’s heart? Exploring appraisal determinants of consumer pre-consumption emotions(2020) Dung Le; Marlene Pratt; Ying Wang; Noel Scott; Gui LohmannEmotions are key drivers of consumption in the tourism and hospitality sector. Therefore, advancing our understanding of the determinants of consumer emotions is critical for tourism and hospitality marketers to effectively influence consumer affect-driven consumption behavior. However, research on the determinants of pre-consumption emotions remains underexplored. This study aims to fill the research gap and proposes a theoretical framework to explain affect-driven behavior. Grounded on the cognitive appraisal theory of emotions, we hypothesize that marketing stimuli are personally appraised based on several dimensions such as novelty and goal relevance. These appraisal dimensions determine the elicitation of positive emotions, leading to behavioral intentions. A total of 655 participants were recruited for an empirical study to test this framework in the context of a tourism event experience. We use an experimental research design to examine consumer appraisals, emotions and behavioral intentions in four conditions: two marketing visual formats (poster vs. video) over two delivery channels (advertising vs. e-word-of-mouth). Research outcomes support the theoretical framework of consumer affect-driven behavior, suggesting that the elicitation of positive emotions beneficially guides consumer behavior in goal striving and novelty seeking. Based on this, emotion-focused marketing implications are recommended, including goal-based segmentation, goal-relevant content development and the use of eWOM as an emotion-enhancing message delivery channel.
- ItemIntegrating Chaotic Perspective and Behavioral Learning Theory into a Global Pandemic Crisis Management Framework for Hotel Service Providers(2021) Dung Le; Truc Le; Giang PhiHotel service providers are among the most affected by the evolving Covid-19 pandemic. Although the consequences of the pandemic on hotel operations have been widely examined, the question of how hotel businesses can revive, innovate, and transform in order to survive and recover remains vastly under-researched. This study aims to provide insights on this important topic by analyzing 312 news articles between December 1, 2019, and March 1, 2021, published by global news media, which report hotels’ strategies and tactics to deal with the pandemic. Grounded on chaos theory, behavioral learning theory, and an integrated crisis management model, a global pandemic crisis management framework is developed. Practically, the paper reveals best practices applied by hoteliers to deal with the pandemic (e.g., service transformation, smart marketing, strategic collaboration/alliance, mergers and acquisitions, and digitalization) and suggests ways for hotel services providers to adapt to the “new travel” age.
- ItemInternational Journal of Hospitality Management(2020) Dung Le; Marlene Pratt; Ying Wang; Noel Scott; Gui LohmannEmotions are key drivers of consumption in the tourism and hospitality sector. Therefore, advancing our understanding of the determinants of consumer emotions is critical for tourism and hospitality marketers to effectively influence consumer affect-driven consumption behavior. However, research on the determinants of preconsumption emotions remains under-explored. This study aims to fill the research gap and proposes a theoretical framework to explain affect-driven behavior. Grounded on the cognitive appraisal theory of emotions, we hypothesize that marketing stimuli are personally appraised based on several dimensions such as novelty and goal relevance. These appraisal dimensions determine the elicitation of positive emotions, leading to behavioral intentions. A total of 655 participants were recruited for an empirical study to test this framework in the context of a tourism event experience. We use an experimental research design to examine consumer appraisals, emotions, and behavioral intentions in four conditions: two marketing visual formats (poster vs. video) over two delivery channels (advertising vs. e-word-of-mouth). Research outcomes support the theoretical framework of consumer affect-driven behavior, suggesting that the elicitation of positive emotions beneficially guides consumer behavior in goal striving and novelty seeking. Based on this, emotion-focused marketing implications are recommended, including goal-based segmentation, goal-relevant content development and the use of eWOM as an emotion-enhancing message delivery channel.
- ItemMobile technology adoption among hotels: Managerial issues and opportunities(2021-04-16) Spring H. Han; Jungwoo Lee; Bo Edvardsson; Rohit VermaMobile technology in hotels is to provide innovative service solutions for both employees and customers, yet underexplored, and managerial and operational issues remain. This study aims at identifying those issues involved in adopting and implementing mobile technologies by a thematic analysis of focus group interviews of luxury hotel managers and executives. Eighteen managerial issues surfaced, leading to a mobile technology management framework consisting of six themes: strategic goal, customer management, operations management, process design, provider management, and infrastructure management. This mobile technology management framework provides guidelines for the successful adoption and implementation of mobile technologies in hotels. Implications are discussed with future research issues at the end.
- ItemService Chains’ Operational Strategies: Standardization or Customization? Evidence from the Nursing Home Industry(2022-04-21) Lu Kong; Kejia Hu; Rohit VermaProblem definition: We investigate how the Degree of Standardization (DoS) across service chainbelonging units impacts units’ performance outcomes. We study this question in the nursing home industry. More specifically, we study the DoS in three operational dimensions: customer mix, service offering, and service delivery, and its impact on three nursing home outcomes: financial performance, clinical outcome, and resident welfare. Academic/practical relevance: All service chains must decide how unique or standardized each of their units should be, but it is unclear how this decision affects units’ performance outcomes. We assess standardization strategies in multiple operational dimensions in chain-belonging nursing homes and their impact on important operational outcomes, and generalize our findings to other service industries. Methodology: We use a panel data set covering eleven years (2005 – 2015) of comprehensive measurements of all nursing homes in the U.S. We estimate the relationships between the DoS and important nursing home outcomes using fixed effect models with instrumental variables and clustered standard errors. Results: We find that nursing home chains need to (1) customize service delivery and standardize customer mix across units to improve financial performance; (2) standardize customer mix to improve clinical outcome; and (3) customize service delivery to enhance resident welfare. Managerial implications: To our knowledge, this study is the first systematic multi-dimensional assessment of multi-unit service firms’ standardization strategies from a chain perspective. Our results guide nursing home chains in their (1) strategies of within-chain standardization, and (2) investment decisions in acquiring new properties. Our results also provide broader managerial insights for service chains’ standardization strategies and merging and acquisition activities.
- ItemShareholder Litigation Rights and Bank Dividends(2023-01-14) Hiep Ngoc Luu; Tram‑Anh Nguyen; Dung Thi Thuy Nguyen; Lan Thi Mai Nguyen; Edie JohariWe use the staggered adoption of Universal Demand (UD) laws, which significantly reduces the shareholder litigation rights of listed banks incorporated in 23 US states during the period from 1989 to 2005, as a quasi-natural experiment to examine the impact of shareholder litigation rights on bank dividends. The results of the difference-in-difference analysis show that weakened shareholder litigation rights lead to an increase in bank dividends. Further, we find that the impact of UD laws is only evident for banks with greater agency conflicts and higher information asymmetry. However, we find no evidence that litigation rights afect banks’ share repurchases.
- ItemStrategic responses of the hotel sector to COVID-19: Toward a refined pandemic crisis management framework(2020-12-09) Le, Thi Phuong Dung; Phi, Thi Linh GiangThe Covid-19 pandemic has long-lasting impacts that require the hotel sector to revise, innovate and transform their businesses. However, the literature related to this area remains vastly underdeveloped. Based on 219 articles collected from global news media and an integrated crisis management framework, this research note map out "strategic responses" from the hotel sector and suggest implications for hotels to address the evolving pandemic situation. Three modifications were proposed to refine and further develop a pandemic crisis management framework.
- ItemSustainable Tourism Development in Vietnam: A Critical Review(2021) Phi, Thi Linh Giang; Choe, JaeyeonVietnam has achieved enormous economic growth after a series of reforms in the 1980s, leading to foreign direct investment and the development of the tourism sector. A tourism industry emerged and has burgeoned with the increase of inbound international tourists. In this introductory paper, we critically discuss the three pillars of sustainable development – economic, environmental, and social elements and how they are addressed in Vietnam tourism research. As well as introducing the special issue papers, primarily written by local scholars, we suggest future research directions. In this special issue, the papers offer Vietnamese scholars’ voices, interpretations, methodological approaches, and conceptualizations, as they explore sustainable tourism practices and development in Vietnam. These papers provide meaningful insights for future tourism development and research directions.
- ItemUsage and Impact of Information and Communication Technologies in Healthcare Delivery(2019) Lu Kong; Hessam Sadatsafavi; Rohit VermaThis paper discusses two aspects of the use of information and communication technologies (ICTs) in healthcare: first, the prevalence of using tables and laptop computers by physicians during clinical visits and, second, the growing trend of using such technologies for delivering healthcare remotely. Phone interview data from a random sample of 1,600 individuals with diverse sociodemographic characteristics were collected. Openended and structured questionnaires were used to elicit relevant information, which was analyzed using qualitative content analysis and logistic regression models. Results suggest that, as computer literacy is increasing within the general population and caregivers’ skills in using computer technology is improving, patients are welcoming the use of ICTs in healthcare. The analysis also showed that age together with enabling factors, such as income and education, are substantial barriers to the use of remote care services, even more important than gender, place of residence, race or ethnicity, and care need. Income and education do not influence the acceptance of ICT use by doctors during visits. Females, older participants, and those with more children in the household showed more resistance to the use of ICT in healthcare. At the same time, the depersonalization of interactions with caregivers was a critical concern identified related to the use of ICT in healthcare.