An overview of consumer complaining behavior and the choice of complaint channels in service industry

In extensive view of consumers’ complaint behavior research area, choosing specific complaint channels has been considered as a phenomenon. Although, existing literatures explored much on the consumption behavior of products and services, exploring on the choice of complaint channels still in infancy level.Moreover, investigation of channel-choice for complaining is not done extensively.This study provides a brief overview on complaint responses and classifications of consumer complaining behavior (CCB).Consequently, a suitable classification of complaint reactions with regard to complaint channels is discussed in details.The researchers suggested three aspects which are vital for service providers in order to retain existing consumers and seek for new consumers and acquire positive word of mouth; (1) the service providers required to encourage consumers to make complains (2) complaint channels should be easily accessible for consumers and (3) existence of smooth complaint handling process. The development of this extensive literature review, suggestions and conceptualization would be helpful for researchers while they aim for further empirical investigation of consumers complaining behavior and complaint channels

Factors influencing to the policy and strategies used to disabled employment in hospitality industry

The purpose of this theoretical paper was to relate the factors influence to the policy of disabled employment and strategies used to overcome barriers to disabled employment in hospitality industry.Disability could be caused by various types of impairment.There were two barriers such as social barriers and material barriers contribute to eliminate disabled employees from the labor market and also make separation between disabled employees and other employees.Data for this study were obtained from existing literatures on disabled employment and the hospitality industry.The methodology heavily relied on existing previous literatures on the subject being dealt with.The positive environment would be made in the workplace once people with disabilities are satisfying the employers with their work efficiency. Practicing corporate social responsibility (CSR) by the employer would contribute to decrease social barriers for disabled employees in the industry.The law of not discriminating to disabled employees ought to be implemented in workplace to utilize their skills properly.Contributing in the labor force could increase the self-determination in order to contribute to the society. Despite of disability law and also having enough qualification there were plenty of complicated circumstances disabled people need to face while they are aimed to get the job in workplace

Dissemination of Information and Communication Technology (ICT) in tourism industry : Pros and cons

In the global economy, tourism is one of the rapidly growing business in comparison with the challenges and opportunities of other industries which is also accounting for more than one-third of the overall worldwide services business. With the rise of globalization, the economy is boosting everywhere, and the tourism industry has become very competitive. Utilizing information and communication technologies in tourism and hospitality industry has tremendous importance in this competitive era. Therefore, this study aims to provide an overview by demonstrating the importance of ICT in the tourism industry. Although several factors might have a relationship with ICT and tourism industry, however, this study merely investigated the general facts without empirical investigations. This study followed the method of reviewing the papers and reports of previous studies. It is recommended for future studies to come out with either quantitative or qualitative approach of the study to explore specific contribution, which might add more knowledge and understanding

Building e-trust and e-retention in online shopping: the role of website design, reliability and perceived ease of use

Purpose – This study aims to examine the impact of website design, reliability and perceived ease of use as an engagement motivational factors on customer e-trust and e-retention in online shopping. Design/methodology/approach – By using deductive approach, quantitative methods and purposive sampling technique, this study has collected the data from 295 young online customers to enhance an understanding of website design, reliability and perceived ease of use in an online shopping context. Findings – The findings revealed interesting insights where reliability is the most significant predictor of customer e-trust in online shopping, followed by perceived ease of use and website design. In addition, a significant mediating effect of e-trust is found between customer e-retention, website design, reliability and perceived ease of use. Research limitations/implications – Future research is recommended to predict the antecedents of online engagement motivational factors with value co-creation and co-creation experience in online shopping context. Originality/value – This study offers fresh insights about driving elements and impediments of online customer retention. Customer engagement comprising of website design, reliability and perceived ease of use appear to influence the online customer retention through direct and indirect effect

PLACE ATTACHMENT, HOST TOURISTS’ INTERACTION AND RESIDENT WELCOMING ATTITUDE: A POST COVID-19 ASSESSMENT TOWARDS TOURISM RECOVERY IN LANGKAWI, MALAYSIA

The most recent COVID-19 pandemic has posed a risk to the world economy that has never been seen before. Therefore, the welcoming attitude of the residents in tourist destinations has become a concern for post-COVID-19 tourism recovery. There seem to be many issues concerning the interactions of hosts and tourists as Covid-19 fear exists. Thus, this study aims to examine the role of place attachment and host tourists' attractions on the welcoming attitude of the residents in Langkawi, Malaysia. The researchers conducted a quantitative method and cross-sectional approach in this study. Researchers distributed 600 questionnaires to the respondents in Langkawi, Malaysia, and 461 usable questionnaires were returned and proceeded for further analysis. This study used structural equation modelling to use Smart PLS version 3 software. In structural equation modelling, the measurement and structural model of the study were reported. The study found that place attachment and host tourists interaction play a significant role in maximizing residents' welcoming attitude. The practitioners and academicians will be benefited from the outcome study while exploring tourism recovery strategies and post-Covid tourist arrival

International tourists' attitude and intention to visit green hotels in Malaysia

The booming tourism sector in a particular country will lead to several economic benefits. Despite these economic benefits, the tourism and hospitality industry should not disclaim climate change responsibilities such as rising sea levels, desertification, deforestation, or snow and ice melting. Particularly in the tourism sector, hotels contribute immensely to global warming through high energy and water consumption. Although the hotel industry has been initiating and promoting green concepts to contribute to environmental protection, consumers' demands are still uninspiring. Fewer preferences of green hotels by consumers has turn the investment in green hotels into a risky investment. In the hotel industry, consumers' attitudes and intentions towards green hotels have not been fully understood. Therefore, marketers are facing difficulties in attracting tourists to choose green premise. Besides, environmentally concerned consumers are temporarily fluctuating their preferences when choosing green hotels. Therefore, this study aims to examine the effect of environmental knowledge, perceived environmental responsibility, altruism, green price sensitivity, green availability on tourists' attitudes to visit green hotels in Malaysia. It further examined the effect of tourists' attitudes, subjective norms, and perceived behavioral control on tourists' intention to visit green hotels in Malaysia. The study aimed to look at the mediating effect of tourists' attitudes on the relationship between environmental knowledge, perceived environmental responsibility, altruism, green hotel price sensitivity, green hotel availability, and behavioural intention to visit green hotels in Malaysia. The study used a quantitative research design and interviewed 393 international tourists in Malaysia using systematic random sampling. Descriptive analysis was done using SPSS, and inferential analysis was conducted using SmartPLS software. The study found that environmental knowledge, perceived environmental responsibility, altruism, and green price sensitivity significantly influence attitude. It also found that environmental knowledge, altruism, green price sensitivity, green availability, attitude, perceived behavioral control, and subjective norm has a significant influence on intention. For mediating effects, attitude mediates the relationship between environmental knowledge, perceived environmental responsibility, altruism, green price sensitivity, and intention. This study speculates strong practical and theoretical contributions by highlighting the consumers' attitude and behavioural intention, along with the mediating effects concerning green practices in the hotel industry

The impacts of hospitality services on visit experience and future visit intention of student travelers

Purpose-This study aims to empirically evaluate the influence of hospitality services on international students’ emotional responses, satisfaction and future intentions.Design/ methodology/ approach- The study is quantitative in nature and survey method is used to obtain the information for this study. Findings-The study reveals that, the level of hospitality service performance in Malaysia towards student tourists is slightly higher from the average.Hospitality service performance has a remarkable impact on tourists’ intentions to revisit in the destinations.Hospitality service performance impacts toward future visit intention through consumption of their emotions and visit satisfaction.This research will be useful in providing an insight of consumption pattern and post consumption judgments of international students.Research limitations/ implications- Since the study is perception based, it is possible that future research may generate different result in relation with the change in consumer behavior, perception and service performance of hospitality features.Practical implications-Practitioners who are interested in understanding evaluation process, satisfaction and future intention would benefit from the model as it suggests the constructs that could be used in such assessment. Originality value-The development of conceptual framework in this research will enrich the literature regarding the construct of customer evaluation.This research will be useful in providing an insight of consumption pattern and post consumption judgments of international students

An Empirical Study on Students’ Satisfaction from Mawlana Bhashani Science & Technology University, Bangladesh

The main motive of this study is to explore university canteen foodservice attributes (food quality, food variety, price fairness, ambience, staff, and student satisfaction)in Mawlana Bhashani Science & Technology. Data are accumulated through a simple random sampling technique. A total of 355 numbers of valid questionnaires is used for statistic exploration. For measuring the performance of all factors for student satisfaction, 7 points Likert Scale is used.Qualitative& quantitative systems are used in the paper. Microsoft Excel version 10.0, Smart PLS software version 3.0, SPSS software version 20.0, is performed to analyze and test the theoretical model. Following the literature, data are analyzed using Crosstab Analysis, Pearson Correlation Coefficients, Structural Equation Modeling; Confirmatory Factor Analysis, and Path Analysis. The findings show that food quality, food variety, ambience & staff have a significant positive influence on student satisfaction, and the price has a negative impact on student satisfaction

Linking leadership styles and two-way communication to engagement: A study among the hospitality employees in Bangladesh

This study seeks to understand the mediation effects of two-way communication between the relationship of leadership styles (servant and transformational) and subordinate-level work engagement. In a cross-sectional survey, 391 hospitality employees participated from the Bangladesh hotel industry. Results indicate that both leadership styles significantly affect subordinate-level work engagement. Two-way communication plays an intermediary role in the link between servant leadership and work engagement, but not for transformational leadership. Thus, our findings contribute to leadership development by investigating the mediation effects of two-way communication between two prominent leadership styles and subordinate level work engagement, drawing on the social exchange theory. The novelty is demonstrated by exploring the difference between servant and transformational leaders in their approaches to motivating and boosting work engagement. Theoretical and practical implications are discussed

From traditional advertising to digital marketing: exploring electronic word of mouth through a theoretical lens in the hospitality and tourism industry

Purpose: Considering the transition of communicational channels from physical to digital spaces, this study aims to provide a theoretical foundation for understanding engagement in electronic word of mouth (eWoM) among managers and customers in the hospitality and tourism industry. Design/methodology/approach: This study uses the four aggregate dimensions, namely, performance expectancy, efforts expectancy, social influence and facilitations condition. Further, this paper uses the 14 second-order themes of the Unified Theory of Acceptance and Use of Technology with a data set that represents elements that can trigger eWoM, both from managers’ and customers’ perspectives. The process of data structuration follows thematic analysis and axial coding techniques. Findings: The results of this study show that performance expectancy, facilitation conditions, social influence and effort expectancy all trigger positive eWoM generation in the hospitality and tourism industry indicating customers’ and managers’ perspectives. Originality/value: This novel study provides a theoretical foundation and novel propositions for future research work on the role of novel antecedents that can trigger eWoM in the hospitality and tourism industry. This paper also provides a benchmark for practitioners and policymakers in their strategic decisions-making towards improving business performance through positive eWoM