Social Media and Knowledge Transfer in Tourism

Cooper, Malcolm; Thai, Le Quang; Claster, William B.; Vafadari, Kazem; Pardo, Phillip

doi:10.1108/s2042-144320170000008019

Cited by 3 publications

(3 citation statements)

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“…When organisations communicate their purpose, vision and objectives through various channels, employees feel more informed and secure, and better equipped to serve customers well (Al-Tokhais, 2016;Gummesson et al, 2010). Previous research shows that internal communication and the channels used affect employees' attitudes and behavioural intentions, which impact internal service quality and thus external service quality (Cooper et al, 2017;King and Lee, 2016;Ventola, 2014). Improved communication reinforces internal relations and knowledge sharing, enabling collaboration across departments for the benefit of the collective, ultimately procuring an improvement in internal service quality and external service quality (Bruhn and Schnebelen, 2017;Steingrímsd ottir, 2011).…”

Section: Islamic Banking Perspectivementioning

confidence: 99%

Internal marketing, service quality and perceived customer satisfaction

Bruin

Roberts-Lombard

Meyer-Heydenrych

2020

JIMA

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Purpose This study aims to explore the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in Oman. Additionally, the influence of perceived service quality on perceived customer satisfaction is established. Design/methodology/approach Data was obtained from retail banking branch employees at the customer front line of Islamic banks in Oman using electronic and person-administered surveys, and 272 responses were deemed suitable for data analysis. The measurement and structural models were measured through structural equation modelling. Findings The findings show that internal promotion, internal process and internal purpose are enablers of employees’ perceived ability to deliver service quality in the Islamic banking industry of Oman. In addition, service quality was found to have a strong positive influence on perceived customer satisfaction in Islamic banks. Research limitations/implications This study demonstrates that internal product, internal price, internal promotion, internal process and internal purpose are influencers of service quality, and the latter has a direct relationship with perceived customer satisfaction in Islamic banking. Practical implications The findings can guide the Islamic banking sector in Oman on how internal marketing can foster service quality, ultimately leading to positive perceived customer satisfaction experiences. Originality/value The internal marketing mix model is predominately a Western model, which has been tested primarily in mature Western markets. This study reflects on ten internal marketing mix elements, which have been tested for the enablement of service quality and perceived customer satisfaction in Oman.

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Section: Islamic Banking Perspectivementioning

confidence: 99%

Internal marketing, service quality and perceived customer satisfaction

Bruin

Roberts-Lombard

Meyer-Heydenrych

2020

JIMA

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“…This is because it is useful to provide a comparatively cost-effective and efficient means for business operators to promote their business and attract new customers while maintaining existing customers (Hays et al, 2013). Social media is not only widely used by business organizations to surge the profits by promoting their products and services (Safko, 2010) but also for the ease of communication with their customers (Cooper et al, 2017). Adding to this, effective social media marketing could help site manager to create an extended channel to engage tourists and to achieve desired outcomes to manage the sustainability of the sites (Cheng et al, 2016).…”

Section: Social Capitalmentioning

confidence: 99%

Social Capital and Social Media Antecedents’ Influence on Sustainable Indigenous Tourism of the Mah Meri, in Carey Island, Malaysia

Hamid¹,

Anuar²,

Ahmad³

2023

IJARBSS

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This paper presents the significant role of social capital and social media on sustainable indigenous tourism of the Mah Meri, in Carey Island, Malaysia. This study employs a quantitative approach that forms the use of social media in indigenous tourism development. This study also integrates social capital theory, especially bridging, bonding, and linking. The gap in Social Capital Theory is addressed in relation to social media utilization towards sustainable tourism. The quantitative approach is used in this study to gather and analyze data towards a regression model development. The result of the study gave significant contribution from both theoretical and practical perspectives. The antecedents of bridging, linking, and bonding, adaptation, participation, and sharing are found to be significant in predicting the sustainable indigenous tourism. It is hoped that the findings of this study will contribute to the existing literature on how social capital and social media can contribute towards sustainable practice of tourism by the indigenous communities.

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“…Malaysia is one of the countries in the Asian region with heavy internet users, with an average of 12 hours per day (Malaysian Communications and Multimedia Commission, 2017). The way of life and the interaction of people have changed rapidly since the development of technology as well as the existence of social media (Cooper et al, 2017;Tiago & Veríssimo;. Social media, such as Facebook and Instagram, are the most commonly used social tools among Malaysians (Yusop and Sumari, 2013).…”

Section: Introductionmentioning

confidence: 99%

Social Media Attributes and Sustainable Indigenous Tourism Among Mah Meri Community in Carey Island, Malaysia

Hamid¹,

Johari²,

Kunasekaran³

2021

IJARBSS

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This study aims to understand the role of social media in influencing the sustainable indigenous tourism practice. This research contributes to the scope of indigenous tourism and social media. A deductive approach is used to identify the level of the social media attributes, namely adoption, participation, interactivity and sharing. Past studies relevant to social media technology and sustainability were analysed and discussed. It is evident that the existing literature heavily supports the need for social media in tourism development. Local communities, especially the indigenous people, are urged to utilise the virtual platform to sell their tourism products. However, the unavailability of community capacity often hinders them to used social media at the desired level. Thus, a critical understanding of social media and sustainable tourism conceptualisation is highlighted to provide a holistic perspective. The construct of social media in this study shows a high level of consistency. The finding contributes to a scale development on social media and tourism from indigenous people perspectives.

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Social Media and Knowledge Transfer in Tourism

Cited by 3 publications

References 0 publications

Internal marketing, service quality and perceived customer satisfaction

Internal marketing, service quality and perceived customer satisfaction

Social Capital and Social Media Antecedents’ Influence on Sustainable Indigenous Tourism of the Mah Meri, in Carey Island, Malaysia

Social Media Attributes and Sustainable Indigenous Tourism Among Mah Meri Community in Carey Island, Malaysia

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