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Airports are rapidly deploying self-service technologies (SSTs) as a strategy to improve passenger experience by eliminating operational inefficiencies. This places some responsibility on the passengers to shape their experience. As service coproducers, passengers’ self-concepts and attributional tendencies are deemed instrumental in their consumption processes. Accordingly, drawing on the tenets of attribution theory, this study explores the interaction effects of passenger self-concept (am I competent at this?) and causal inference (who is responsible for SSTs’ performance?) on SST performance and satisfaction with airport SST link. Additionally, the probable spillover effect of passenger satisfaction with SST performance on satisfaction with airport and on electronic word-of-mouth (eWOM) is examined. The sample for the study consisted of 547 passengers departing from an airport in Shanghai, China. Structural equation modeling was utilized to test the study’s theoretical model. The findings indicate that airport SSTs’ performance influences passenger satisfaction with airport SSTs. The multiplicative effect of passenger self-concept (am I competent at this?) in the moderating role of passenger causal inference (who is responsible for SSTs’ performance?) in SST performance and satisfaction with SST link is demonstrated. Furthermore, the spillover effect of satisfaction with SST performance on satisfaction with airport and on electronic word-of-mouth (eWOM) is illustrated. Given the current need for contactlessness, the findings proffer critical managerial and research insights.

No abstract

The primary purpose of this study was to propose a conceptual framework on the impact of entrepreneurial orientation (EO) on SMEs performance in Ghana: The role of social capital (SC) and government support policies (GSPs). The study re­viewed existing literature pertaining the five dimensions of EO and used measures of SC, and GSPs in relation to SMEs performance in Ghana. This study would be anchored on two theories thus the resource-based view and the social capital theories stressing the need for SMEs to focus more on their unique resources that existed with­in their social network relations. The study would further provide new insight to prac­titioners to understand and appreciate the role of SC and GSPs on SMEs performance

The primary aim of this current theoretical paper is to propose a research framework on the influence of Entrepreneurial Orientation (EO) on SMEs performance in Ghana with the role of Social Capital (SC) and Government Support Policies (GSPs). The study re-viewed existing literature and theories pertaining EO, SC and GSPs by using the five EO dimensions of Lumpkin and Dess ( 1996 ) to further ascertain the mediating and moderating effect of SC and GSPs in relation to SMEs performance and in Ghana and used measures of SC, and GSPs. A questionnaire will be administered to 380 registered SME-owners of Ghana based on Ghana Statistical Survey (2016) using simple random sampling technique, and the data will be analysed by the Partial Least Square-Structural Equation Modelling (PLS-SEM) approach to determine the emerged hypothesis. This study would be hinged on the resource-based view and the social capital theories stressing the need for SMEs to focus more on their unique internal and external resources that existed with-in their social capital network based on their reciprocal relations. This novel study would further provide new insight to practitioners to understand and appreciate the role of SC in explaining the EO of SMEs and how GSPs can enhance the EO and SMEs performance relationship.