Can advanced technology affect customer-based brand equity in service firms? An empirical study in upscale hotels

Šerić, Maja; Saura, Irene Gil; Mollá‐Descals, Alejandro

doi:10.1108/jstp-10-2014-0239

Cited by 31 publications

(19 citation statements)

References 63 publications

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“…Inefficient communication Hotel jobs are often hectic and need lengthy working hours, communication can be the best tools for enriching the positive work atmosphere. In mean time of global financial crises, communication can ease down the working environment which can ensure customer-based brand equity through use of information technology (Seric, Gil-Saura, & Molla-Descals, 2016). In hotel sector the array of staff works day and night but after pandemic these schedules has been alter.…”

Section: Literature Reviewmentioning

confidence: 99%

Barriers to Organizational Change Management in Hotel Industry of Nepal

Chalise

2021

Nep. J. Multidisc. Res.

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In initial period, organizational changes are asks for entire hospitality industry. Thus, this research paper reveals what are the barriers for organizational change management in hotel sectors of Nepal which can help them for gaining spark on Nepalese market once again.: Hotels sectors of Nepal are affected by array of factors which can influence organizational performance. This is the component of success for enhancement of performance of hotel sector. Therefore, the purpose of this research is to examine the factors influencing organizational performance in hotel sector of Nepal. This research is based on hotel sector’s organizational changes and the barriers for adaptation of such changes. The study of hotel sector is done with self-structured questionnaire and mostly data are collected from primary sources. To justify the results, researcher has adopted quantitative research design and SPSS software is used for data analysis. The research has identified the essence of organizational changes in hotel sector. In the time of financial plummeted of Nepalese economy, hospitality sector are hardly hit by global pandemic. Thus, hotel sector need new plan and strategies for achieving success. Through organizational changes, hotel sector can slowly and steadily moves business in path of positives. So, hotel sector has to identify barriers of organizational change management and has to act accordingly to achieve success in this critical hour. Nepalese economy after hard hit by global pandemic has slowly started to move in towards path of recovery. To step up Nepalese economy in decent path every sector need to contribute. Hotel sector being the important hub of national GDP has to recover from crises for development of country. Therefore, hotel sector with organizational change management can enhance their profitability. This research in this regard is helpful for Nepalese hotel sector to identify and adopt such changes. This research paper is the summarization of results carried on primary data collected from questionnaire. The research is done on data collected from field so is highly reliable.

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Section: Literature Reviewmentioning

confidence: 99%

Barriers to Organizational Change Management in Hotel Industry of Nepal

Chalise

2021

Nep. J. Multidisc. Res.

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“…A good brand awareness strategy, therefore, requires a multi-faceted approach from companies to improve brand engagement with current and future consumers. According to Šeric, Gil-Saura and Mollá-Descals (2016), it is necessary for brands to provide a virtually interactive environment and to publish credible, reliable, and authentic information that Internet users appreciate gaining an advantage over the competition.…”

Section: Brand Awarenessmentioning

confidence: 99%

The Impact of Brand Equity Dimensions on Consumers Word of Mouth—The Case of Sports Goods in Lebanese Shopping Malls

Maaliky¹,

Mawlawi²

2020

REM

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Word of mouth has adapted societal development. Word of mouth plays an essential role in shaping consumer behavior. Consumers’ word of mouth is directly influenced by brand equity dimensions Consumers’ perception of a brand is formed by consumers’ awareness, association, and its image, it represents an important variable that marketers should not neglect. The objective of this article is to study the influence of brand awareness, brand image, perceived quality, brand association, and brand loyalty as brand equity dimensions on consumers’ word of mouth. Therefore, the positivism philosophy favoring a causal type model was used to test the cause-effect relationship forming the research hypotheses. Primary data was collected using a quantitative method with a deductive approach based on a structured questionnaire. This study is carried out on a total sample of 800 individuals (n = 800). The empirical study supported the research hypotheses through the analysis of the one-way ANOVA and multiple linear regression stepwise. Finally, the last section embraced suitable recommendations for this article.

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“…Ham, Kim and Jeong 2005;Šerić and Gil Saura 2012;Šerić, Gil-Saura and Mollá-Descals 2016). Thus, Ham, Kim, and Jeong (2005) approached this topic in 13 five-star hotels and eight four-star hotels in Seoul, Korea.…”

Section: Empirical Research On Information and Communication Technolomentioning

confidence: 99%

ICT for external use in Croatian four- and five-star hotels

2016

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The Purpose -The objective of the paper is to examine the implementation of advanced technology and promotional supports in hotel companies and to compare their performance in four-and five-star hotels. More specifically, ICT for external use are analysed, i.e. customer relationship management (CRM), communication with customers, promotional supports, and online order receptions. Design/Methodology/Approach -The empirical research took place in 38 upscale (26 four and 12 five-star) hotels located in Croatia, in the regions of Dalmatia, Istria, and Kvarner, and in the city of Zagreb. The data were collected through a structured questionnaire administered mainly during personal interviews with hotel and marketing managers. The SPSS software was used for data analysis. Findings -Findings reveal a relatively high implementation of technology solutions, reaching promotional supports the highest scores. Four-star hotels perform significantly better than fivestar hotels in most of the ICT items. Originality -The study provides insights into the external role of ICT for upscale hotels from the standpoint of customer relationship management (CRM), communication with customers, promotional supports, and online order receptions as tools for enhancing hotel promotion. These can be used as a valuable source of information between academics and can be additionally useful to marketing managers in hotels that intend to find as more as innovative ways for hotel promotion.

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Can advanced technology affect customer-based brand equity in service firms? An empirical study in upscale hotels

Cited by 31 publications

References 63 publications

Barriers to Organizational Change Management in Hotel Industry of Nepal

Barriers to Organizational Change Management in Hotel Industry of Nepal

The Impact of Brand Equity Dimensions on Consumers Word of Mouth—The Case of Sports Goods in Lebanese Shopping Malls

ICT for external use in Croatian four- and five-star hotels

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