Service quality and customer satisfaction: The moderating effects of hotel star rating

This research contributes to customer satisfaction knowledge with regard to accommodation in South Africa whose star grading differs. A multi-group analysis and an importance-performance map analysis by means of PLS-SEM allow us to differentiate between service quality performance scores and their influences on customer satisfaction across accommodation with a different star grading. The two most important predictors of satisfaction with one-star and two-star category accommodation are the accommodation infrastructure and the employee expertise. Both predictors were found to have relatively low levels of performance. Safety and security and room quality are two significant determinants of satisfaction with three-star establishments, although they under-perform with regard to safety and security. In respect of four-star and five-star accommodation, waiting time and customer interaction, both of which have an above average performance scores, influence customer satisfaction. We provide specific guidelines for managerial interventions to improve service quality and guests’ satisfaction for each grading category

Tourism destination competitiveness: second thoughts on the world economic forum reports

The Travel and Tourism Competitiveness Reports of the World Economic Forum elaborate the Travel and Tourism Competitiveness Index (TTCI) as an overall measure of destination competitiveness for 130 economies worldwide. From a tourism management point of view, a measure such as the TTCI is expected to be instrumental in explaining and predicting the tourism performance of receiving countries. This study explores several ways to transform the TTCI into a formative structural model. Partial least squares path modelling, PLS regression, mixture modelling and non-linear covariance-based structural equation modelling are applied to examine the TTCI's predictive power. The analysis probes possible measures for improvement. The destination countries may be subject to unobserved heterogeneity with regard to how the various constituents of competitiveness act on tourism performance. Interaction phenomena seem to prohibit a simple cause-effect pattern and non-linear relationships show encouraging results

Boundary conditions of workplace coaching outcomes

Purpose In order to address the need for greater understanding about the occupational and practice determinants of effective workplace coaching, this study examines the associations of two coaching practice factors (coaching format and external versus internal coaching provision), and coachees’ job complexity with perceived outcomes from coaching. Design/methodology/approach A survey of 161 individuals who had received workplace coaching was conducted. Participants provided data on two outcome criteria (self-reported work well-being and personal effectiveness at work). Findings Analysis indicated that external coaches and blended format coaching were most strongly associated with work well-being outcomes. Our examination of interaction effects showed that coaching provided by external coaches was more strongly associated with outcomes for individuals working in the most complex job roles. Originality/value The original contribution of our findings are in terms of the implications for coaches, managers and HR practitioners by showing how coaching can be implemented differentially and most effectively based on desired outcome criteria and features of coachees’ job situations

Exploring Causal Path Directionality for a Marketing Model Using Cohen’s Path Method

Contains fulltext : 46410.pdf (author's version ) (Open Access)PLS’07, 05 september 200

PLS Pfadmodellierung. Methode und Anwendung

Item does not contain fulltextPräsentation im Rahmen des Pre-Conference-Workshops der Jahrestagung des Vereins der Hochschullehrer f¨ur Betriebswirtschaft, 20 mei 2007Paderborn : [S.n.

Whistleblowing intentions among public accountants in indonesia: Testing for the moderation effects

Our study contributes by providing new insights into the relationship between the individual levels of the antecedents and how the intention of whistleblowing is moderated by perceived organizational support (POS), team norms (TNs), and perceived moral intensity (PMI). In this paper, we argue that the intention of both internal and external whistleblowing depends on the individual-level antecedents attitudes toward whistleblowing, perceived behavioral control, independence commitment, personal responsibility for reporting, and personal cost of reporting (PCR) and is moderated by POS, TNs, and PMI. The findings confirm our predictions. Data were collected using an online survey on 256 Indonesian public accountants who worked in the audit firm affiliated with the Big 4 and non- Big 4. The results support the argument that all the antecedents of individual levels can improve the auditors’ intention to blow the whistle (internally and externally). The nature of the relationship is more complex than analysis by adding moderating variables using the Partial Least Squares-Structural Equation Modeling approach. We found that POS, TNs, and PMI can partially improve the relationship between the individual-level antecedents and whistleblowing intentions. These findings indicate that the POS, TNs, and PMI are a mechanism or that attribute is important in controlling behavior. © Springer Science+Business Media Dordrecht 2016