Hospitality business models, customer well-being and trust: the mediating role of competitive service advantage

Purpose This study aims to explore an emerging phenomenon – gourmet meal kits delivered to out-of-towners from iconic local restaurants. This study explores the interplay of goal framing and basic needs and their effects on customer intentions. This study also examines the underlying mechanism of experience cocreation and the moderating effect of food involvement. Design/methodology/approach This study develops a framework that combines the self-determination theory (SDT) and customer experience cocreation. Two online experimental studies involving 478 US consumers were conducted to examine the underlying mechanism of customers’ decision-making on purchasing gourmet meal kits (Study 1) and visiting destination restaurants after receiving the meal kit (Study 2). Findings Intrinsic goal-framing leads to stronger intentions to purchase gourmet meal kits and to visit destination restaurants that sell meal kits. In contrast, extrinsic goal-framing enhances the positive influence of perceived relatedness and competence on behavioral intentions. The effects of goal framing and basic needs on behavioral intentions are moderated by food involvement and mediated by experience cocreation to varying degrees. Originality/value To the best of the authors’ knowledge, this study is among the first to empirically examine an emerging business model – delivering restaurants’ food experiences to out-of-towners. The study also expands the application of the SDT by incorporating customer cocreation as the underlying mechanism.

Section: Discussionsupporting

confidence: 90%

Cocreating food experience “delivered” from iconic local restaurants

Leung

Wang

Levitt

et al. 2022

“…Scholars (Baki, 2020;Lee and Cranage, 2011) affirm that consumers hesitate to share personal information on online platforms due to concerns regarding privacy and selfdisclosure, which alludes to lack of trust in online reviews. Consumers' privacy perception is closely linked with their involvement, and nonauthorized use of personal information provokes insufficient trust that leads to noncooperation (Morosan and DeFranco, 2015;Shulga et al, 2021). Similarly, online travel products, services and online reviews are more likely to be seen as less trustworthy when consumers' trust in information privacy is violated (Vimalkumar et al, 2021).…”

Section: Perceived Privacy and Consumers' Untrustmentioning

confidence: 99%

Consumers’ untrust and behavioral intentions in the backdrop of hotel booking attributes

Akhtar

Siddiqi

Islam

et al. 2022

Purpose The study aims to investigate how hotel booking attributes (i.e. perceived privacy, perceived certification and perceived assurance) engender consumers’ untrust and consequent behavioral intentions (i.e. altruistic behavior and trusting intentions). It also unveils the role of hotel attributes performance as a moderator between hotel booking attributes and consumers’ untrust. Design/methodology/approach Data were collected through an online platform by engaging 454 Chinese respondents. SPSS 25.0 and AMOS 24.0 (structural equation modeling) were used for data analysis and interpretation. Findings Results demonstrate that hotel booking attributes positively substantiate consumers’ untrust which, in turn, develops altruistic behavior and negative trusting intentions. Moreover, hotel attribute experience significantly moderates the relationships between perceived privacy, perceived certification and consumers’ untrust. Notably, hotel attribute performance insignificantly influences the association between perceived assurance and untrust. Research limitations/implications This study used the Chinese context and examined Chinese domestic travelers and the nonbranded hotel industry. Notwithstanding its limitations, the findings help hospitality and tourism firms, en bloc, to manage their review websites by explicitly disclosing policies regarding customers’ privacy and assurance, winning their trust through third-party certification and employing data scientists to develop algorithms to sieve fake information proactively. Originality/value This study develops an original conceptual framework by using the untrust model in this research. Our findings add to the research on consumer behavior, information processing, service management and trust and suggest practical implications for hospitality firms.

“…TR in the hotel industry means that the guests believe the hotel can deliver all of its promises. Shulga et al (2021) stated that TR means that the hotel is concerned about customer needs and will give attention to the same while serving the customer, resulting in achieving CL. As a result, it is proposed that: H5.…”

Section: Trust and Customer Loyaltymentioning

confidence: 99%

Social CRM: linking the dots of customer service and customer loyalty during COVID-19 in the hotel industry

Afaq

Gaur

Singh

2022

Purpose Social customer relationship management (SCRM) is an evolving strategy gaining prominence in the hotel industry by cultivating new, improved relationships through engaging customers on social media (SM) platforms. Accordingly, this study aims to assess the effect of SCRM on customer service and customer loyalty (CL) in the hotel industry. This study also explores the moderating effect of COVID-19 (EC) on the relationship between (customer engagement [CE] and improved customer service [ICS]) and (CE and trust [TR]). Design/methodology/approach This study develops and tests the SCRM model using structural equation modelling on a sample size of 214 responses. The questionnaire was administered online to the customers of five preselected global hotel chains. The criteria for selecting the participants were that they must have tweeted from their Twitter handle by using # (hashtag) hotel name to resolve any customer service issues. Findings Results denote that CE significantly impacts ICS. CE was also found to exert a substantial effect on TR. The moderating EC was also found to be significant, but the effect was weak. Although the customers were extensively impacted by the pandemic and were initially hesitant to visit hotels, SCRM proved to be a powerful tool to gain back customer trust (CT) and develop CL by upsurging the shadows of COVID-19. Practical implications This study suggests that viable enforcement of the SCRM system can assist in real-time monitoring and tracking of customers' activities. This can develop a more profound connection with customers through CE which can boost the co-innovation process. Originality/value This study denotes a pioneer attempt to investigate the relationships between SCRM, CE, CT, ICS, CL and COVID-19 in the same framework in a SM context.