WHAT MAKES EXPERIENCE A MEMORABLE ONE FOR THE CUSTOMERS OF TOP INDONESIAN HOTELS

With the increased competition within the Indonesian hotel industry, the need forhoteliers to create memorable hotel experiences for customers is becoming increasingly important. A better understanding of how to create such experiences can help ensure customers revisit a hotel and maintain their sense of loyalty. This study analyses and discusses real hotel customers' reviews and feedback about their stay in the Top 10 Hotels in Indonesia. The findings show that perceptions of hospitality, perceptions of space and the overall hotel experience are the three most important factors in creating a memorable experience for Indonesian hotel customers. Limitations of this study and the avenues for future study are also discussed

Life enrichment for workers in contemporary China

Purpose – The purpose of this paper is to identify key antecedents of work-family enrichment (WFE) for Chinese workers in China. The paper adopts the Chinese cultural perspectives (i.e. philosophy of Confucian: Chinese family orientation and collectivism) as well as traditional Chinese philosophies of life as a whole. Design/methodology/approach – This is a conceptual paper. Therefore, this section does not apply. Findings – The key antecedents of Chinese WFE have been identified and presented in the conceptual framework. Testable propositions have also been developed and presented in this paper. Practical implications – The conceptual framework showing the identified key antecedents of Chinese WFE highlights the necessity for the corporate leaders to rethink the ways to promote well-being and productivity of Chinese workforce in China. Meanwhile, managers should rethink about WFE among Chinese employees and regard employees as a whole person rather than just a worker with certain skills or abilities. Originality/value – This is the first paper to propose the concept of life enrichment by examining the antecedents of WFE particularly from the Chinese philosophical and cultural perspective

The Incidence of Scanner Fraud At the Grocery Checkout: Does Anyone Care?

Scanner technology in the grocery sector has not totally eliminated error at the checkout, resulting in consumers sometimes being charged more than the shelf price of the item. Largely considered a 'dead' or marginal issue, overcharging continues to occur and raise the ire of shoppers. Initial findings from this exploratory stage of a two stage study indicate a level of scanner error inconsistent with the technology employed, the existence of three consumer complaint behaviour groups, and potential loyalty impacts which should be of great concern to managers. Whilst at present formative, the consistency of the response, "at times" and strongly emotive shopper narratives would indicate that a dedicated research agenda is justified. [to cite]

Factors leading to customer retention in the high volume-low volume service context: Evidence from the mobile service industry

Service convenience has undoubtedly gain substantial recognition for both goods and service industries within recent years towards forging an enduring competitive advantage. Considering heightened market expectations in the mobile service industry, importance of capitalizing on relevant elements is highlighted to retain, further strengthen users’ loyalty. Technological advancement has then created opportunity for differentiation in the area of reachability, particularly on the transaction convenience and access convenience of specified mobile service. Alongside product involvement, brand image and perceived value as hypothesized predictors of users’ allegiance towards a mobile service, this study explored factors which influence customers’ loyalty and propensity to leave within the mobile service industry. Convenience sampling approach was hereby implemented, following distribution of close-ended questionnaires among 400 respondents. Data analysis was then conducted through employment of the SEM AMOS software. As such, results obtained discovered product involvement, perceived value, transaction convenience and access convenience being direct predictors of both dependent variables; with the exception of brand image which doesn’t affect propensity to leave, despite being a significant antecedent to customers’ loyalty. Additionally, transaction convenience was revealed as an active moderator to the impact of perceived value on (i) customer loyalty, and (ii) propensity to leave. Centred on the transactional aspect in the mobile service industry, more effective service marketing strategies can be developed through gained insights from this research, with excelling sustainable customer retentions

What makes experience a memorable one for the customers of top Indonesian hotel

The purpose of this research is to investigate customer memorable hotel experience in several top Indonesia hotel. Qualitative research approach through thematic analysis has been done to collect data. The findings revealed the model for memorable hotel experience themes, they are ambience, multisensory, space, perception of experience, and perceived hospitalit