Service Marketing Mix Strategy and Service Loyalty towards Hotel’s Success

Ekawati, Ni Wayan; Yasa, Ni Nyoman Kerti

doi:10.17549/gbfr.2018.23.1.63

Cited by 4 publications

(3 citation statements)

References 10 publications

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“…If the employee is at the desired level of satisfaction, then the level of commitment to the company will also increase. Ekawati & Yasa [9] suggested that the more efficient and optimally hotels implement the service mix, the more apparent the hotel guest's loyalty to return in the future.…”

Section: Introductionmentioning

confidence: 99%

The Mediating Role of Organizational Commitment and The Moderating Role of Service Climate

Supartha¹,

Sihombing²,

Sukerti³

2019

Proceedings of the 12th International Conference on Business and Management Research (ICBMR 2018)

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This study aims to predict the effect of job satisfaction on knowledge sharing behavior. At the same time, it aims to predict the moderation role of service climate as well as the mediation role of organizational commitment. Based on the results of this research, organizational commitment has a significant positive effect on knowledge sharing behavior. Based on this, organizational commitment has a full mediation effect on the influence of job satisfaction on knowledge sharing behavior. Service Climate does not moderate the effect of job satisfaction on knowledge sharing behavior. The implications of this study indicate that with the increase in job satisfaction, organizational commitment will also increase. Knowledge sharing behavior can be achieved by organizational commitment. Climate service has no moderation role between job satisfaction and knowledge sharing behavior.

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Section: Introductionmentioning

confidence: 99%

The Mediating Role of Organizational Commitment and The Moderating Role of Service Climate

Supartha¹,

Sihombing²,

Sukerti³

2019

Proceedings of the 12th International Conference on Business and Management Research (ICBMR 2018)

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“…One of the most noticeable features of services that differentiate them from tangible products is the intangibility (Ekawati, 2018;Kindström 2010;Moeller 2010;Ryu & Han 2010). The intangibility of services makes it rather difficult for consumers to understand the service quality as they do with tangible products (Shin et al, 2017).…”

Section: A Intangibility Of Imported Servicesmentioning

confidence: 99%

An Investigation of Korean Consumers' Service Quality Perception of Im ported Retail Services: Im plications of Consum er Ethnocentrism

Oh¹,

Lee²,

Shin³

2020

Glob Bus Financ Rev

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This study analyzes how consumers' level of ethnocentrism influences their perceived quality on an imported service. Design/methodology/approach: In order to do so, this study firstly utilizes five measurement items to assess consumers' level of ethnocentrism. Then, SERVQUAL (Tangibles, Reliability, Responsiveness, Assurance, and Empathy) is employed to evaluate consumers' perceived quality on the imported service. Lastly, consumers' level of ethnocentrism and their evaluation on the imported service is comparatively analyzed in order to identify the relationship between the ethnocentric customers and their evaluation on the service. Starbucks was used as the sample of an imported service. The data was collected from general Korean consumers and a total of 220 respondents participated in the survey. Findings: As a result, Reliability, Responsiveness, and Empathy factors were empirically proved to have significant relationship between consumer's ethnocentrism and consumer's perceived quality of the imported service. Based on the results, this study suggests focusing on localization of Reliability, Responsiveness, and Empathy factors when an international company expands their market to the countries with high tendency of ethnocentrism, such as: South Korea, China and the United States of America.Research limitations/implications: The sample size that was used for this study is rather small and the survey was conducted and analyzed in relatively short time period. Also, if traditional Korean coffee shops can be compared to as Starbucks in the future study, more meaningful result will be drawn. Originality/value: By demonstrating that ethnocentrism influences consumers' purchase intentions in the decision-making process through Reliability, Responsiveness, and Empathy, this study re-emphasizes the importance of localization when expanding services to countries with high levels of ethnocentrism.

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“…NPMS, which comprises diverse measures across customers, profits, processes, and innovation, provides an important formal mechanism to collect or produce information that can be used to develop organizational learning (Chenhall, 2005;Hall, 2011;Ekawati and Yasa, 2018). The information provided by NPMS is prerequisite for organizational members' learning about the strategic targets of EC, the behavior patterns for realizing them, and the ways to revise behavior patterns according to the actual outcomes (Henri, 2006).…”

Section: Changes Of Organizational Structure Andmentioning

confidence: 99%

Electronic Commerce, MCSs Change, and the I mprovement of Supply-chain Performance

Choe¹

2018

Glob Bus Financ Rev

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This paper aims to demonstrate the positive impact of the fit between the usage levels of business-to-business (B2B) electronic commerce (EC) and forms of management control systems (MCSs) on the supply-chain performance of a firm. This study analyses data taken from 114 manufacturing firms that are listed on the Korean stock market. We adopt the complementarity perspective to suggest the fit among research variables. To demonstrate the impact of the fit on the supply-chain performance of a firm, this study employs a cluster analysis that implies a systems approach of fit. This study also utilizes a subgroup analysis to show the moderating effects of top management support, resource capabilities, and suppliers' capabilities on the fit. The empirical results show that under high adoption degrees of EC, if both the use levels of non-financial performance measurement system (NPMS) are high and organic structures are employed, the supply-chain performance of a firm is more enhanced. However, the results also indicate that when EC is highly adopted, low usage levels of NPMS and mechanistic structures can reduce supply-chain performance. In the examination of the impact of supply-chain performance on a firm's overall performance, positive effects are demonstrated. From the results of a subgroup analysis, the facilitating roles of organizational resource capabilities, top management support, and suppliers' pressure and capabilities for the development of appropriate forms of MCSs under high EC adoption levels are partially confirmed. The designs of MCSs additionally include such components as reward systems and communication networks. In this study, only the core design variables of MCSs are considered.

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Service Marketing Mix Strategy and Service Loyalty towards Hotel’s Success

Cited by 4 publications

References 10 publications

The Mediating Role of Organizational Commitment and The Moderating Role of Service Climate

The Mediating Role of Organizational Commitment and The Moderating Role of Service Climate

An Investigation of Korean Consumers' Service Quality Perception of Im ported Retail Services: Im plications of Consum er Ethnocentrism

Electronic Commerce, MCSs Change, and the I mprovement of Supply-chain Performance

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