Search results
1 – 3 of 3Leonardo Aureliano-Silva, Xiaoxiao Fu, Cihan Cobanoglu and M. Omar Parvez
This study investigates the direct impact of app attachment on service recovery and customer advocacy and their combined impact on recommendation and purchase intention. The…
Abstract
Purpose
This study investigates the direct impact of app attachment on service recovery and customer advocacy and their combined impact on recommendation and purchase intention. The mediating mechanisms of service recovery and customer advocacy between app attachment and customer responses are also tested in the context of food delivery apps (FDAs).
Design/methodology/approach
Utilizing a quantitative approach, the authors surveyed 207 responses from users of FDAs who had experienced service failures. Structural equation modeling in Smart PLS 3.0 was used to analyze the data.
Findings
The results supported direct effects among all constructs in the model. The main contribution of the study confirms the mediating mechanisms of service recovery and customer advocacy between app attachment and customer responses.
Research limitations/implications
Previous studies have mostly relied on the technology acceptance model (TAM). This theory posits that perceived usefulness and ease of use influence the decision of individuals to use a new technology. Although this theory is valuable in terms of accepting new technologies, it neglects psychological phenomena involving the individual and the technological entity – in this case, the FDA. Thus, our study is unique in applying attachment theory and putting emphasis on the importance of building trust in the relationship between FDAs and their customers. Social exchange theory is applied to explain the importance of overcoming the cost of experiencing a failure through service recovery. Thus, we extend the knowledge regarding psychological individual reactions to mobile technologies in the food context, an important sector within the hospitality market.
Practical implications
FDA managers should invest in developing emotional ties with customers. Specific actions include messaging customers on their birthdays or other festive dates. Short testimonial videos on TikTok or other social media with customers advocating in favor of the company could help spread recommendations and the intentions of other customers using the FDAs. To use these practical recommendations properly, we recommend that FDA managers consider the level of quality service recovery delivered and individuals’ cultures, beliefs and values regarding where the company operates to avoid misunderstandings.
Originality/value
This study is original in proposing a model to FDA operators considering app attachment, service recovery, customer advocacy, recommendation and purchase intention. It further supports the mediating effect of service recovery and customer advocacy between app attachment, recommendation and purchase intention on mobile phones.
Details
Keywords
Satish Kumar, Saumyaranjan Sahoo, Faizan Ali and Cihan Cobanoglu
The purpose of this review paper is to address the need for mapping the thematic structure of fuzzy-set qualitative comparative analysis (fsQCA) in the context of tourism and…
Abstract
Purpose
The purpose of this review paper is to address the need for mapping the thematic structure of fuzzy-set qualitative comparative analysis (fsQCA) in the context of tourism and hospitality research, in response to the growing interest in this methodology.
Design/methodology/approach
This study conducts a comprehensive systematic review using the SPAR-4-SLR procedure to produce a scientific map of top-tier research using the fsQCA technique in tourism and hospitality studies.
Findings
A major finding of this review investigation is the identification of six knowledge clusters: business competitiveness in the hospitality sector; psychoanalysis of tourist behaviour and satisfaction; entrepreneurship in the tourism and hospitality sector; tourism business ecosystem; sustainable tourism; and service quality in the tourism and hospitality sectors.
Research limitations/implications
Although this review assessment relied heavily on articles published in prestigious journals, it does not rule out the idea that other sources, such as conference proceedings, can provide valuable insight.
Originality/value
Novel insights into the intellectual structure of tourism and hospitality research using the fsQCA technique, as well as ideas for future exploration in this domain, are presented in this review.
Details
Keywords
Alex Iddy Nyagango, Alfred Said Sife and Isaac Eliakimu Kazungu
Despite the vast potential of mobile phone use, grape smallholder farmers’ satisfaction with mobile phone use has attracted insufficient attention among scholars in Tanzania. The…
Abstract
Purpose
Despite the vast potential of mobile phone use, grape smallholder farmers’ satisfaction with mobile phone use has attracted insufficient attention among scholars in Tanzania. The study examined factors influencing satisfaction with mobile phone use for accessing agricultural marketing information.
Design/methodology/approach
The study used a cross-sectional research design and a mixed research method. Structured questionnaire and focus group discussions were used to collect primary data from 400 sampled grape smallholder farmers. Data were analysed inferentially involving two-way analysis of variance, ordinal logistic regression and thematic analysis.
Findings
The findings indicate a statistically significant disparity in grape smallholder farmers’ satisfaction across different types of agricultural marketing information. Grape smallholder farmers exhibited higher satisfaction levels concerning information on selling time compared to all other types of agricultural marketing information (price, buyers, quality and quantity). Factors influencing grape smallholder farmers’ satisfaction with mobile phone use were related to perceived usefulness, ease of use, experience and cost.
Originality/value
This study contributes to scientific knowledge by providing actionable insights for formulating unique strategies for smallholder farmers’ satisfaction with agricultural marketing information.
Details