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Purpose This paper aims to empirically investigate the relationship between service quality (SQ) in heritage tourism, destination attachment (DA), and electronic word-of-mouth (eWOM) intention. Design/methodology/approach This study followed cross-sectional survey-based research design and surveyed 327 foreign tourists visiting the Golden Triangle, a heritage tourist circuit in India through mall interception method. The data were analysed using structural equation modelling. Findings The results reveal that heritage SQ has a significant positive effect on DA and eWOM intention and DA has a significant positive effect on eWOM intention. Originality/value The research findings make the theoretical and practical contribution in the domain, focussing explicitly on heritage tourism, in which such relation has not been studied yet, in sense of the foreign tourists.

PurposeThis paper conceptualizes the broaden-build and self-determination theories that act as the major theoretical framework to investigate the role of psychological detachment and job crafting behaviours in predicting intrinsic motivation through emotional stability. It was hypothesized that emotionally stable employees are better able to detach themselves from work and craft their job according to their preference and abilities, which would inculcate experience and make them intrinsically motivated.Design/methodology/approachThe sample comprised 396 employees, who are employed in different organizations across India. To test the hypotheses, the authors conducted structural equation modelling on SPSS AMOS 22.FindingsThe results highlight the partial mediating role of emotional stability in the association of psychological detachment with intrinsic motivation as well as the fully mediating role between job crating and intrinsic motivation.Research limitations/implicationsThe study is conducted in a non-western collectivist culture and it makes significant contribution to the available literature on intrinsic motivation by proving that psychological detachment and job crafting act as predictor and highlighting the psychological state through emotional stability. The study further adds toward theory building around the construct of emotional stability, as it is still in its infancy.Practical implicationsThis study has depicted that emotionally stable employees who are psychologically detached and have proactive job crafting behaviour can achieve higher intrinsic motivation.Originality/valueOn the basis of the recovery process (i.e. the effort-recovery model), the broaden and build theory and self-determination theory (SDT), this paper demonstrates that emotional stability plays the role of mediator that drives psychological detachment and encourages job crafting, which has the ability to intrinsically motivate the employees.

PurposeThis study examines changes in customer service encounter patterns in response to the COVID-19 pandemic during stays at hotels. The study re-visits the hotel services delivery process and examines how the hotel service blueprint has been re-framed.Design/methodology/approachThe study implemented an exploratory and qualitative research design to identify changes in customer service encounters and the hotel service delivery process. The research applied a cross-sectional survey-based design, which involved open-ended and closed interview questions with hoteliers in the Delhi/NCR region.FindingsThe study identified an increase in contactless service during the service delivery process and in customer service encounters while staying at hotels. In so doing, the various service touchpoints in hotels need to transition from personalized service to contactless service encounters such as at check-in and payment, contactless room key access with available and accessible hand sanitizers, masks, room purifiers, automated room cleaning machines and the deployment of other smart artificial intelligence-based technologies.Practical implicationsThis paper profiles a revised service blueprint model for hotels, which could assist hotel service managers to address potential sources of customer dissatisfaction and service failure during the COVID-19 pandemic.Originality/valueThe paper explores ongoing changes in the hotel service delivery process during the COVID-19 situation and reveals ways in which the service blueprint has been re-framed.

The customer preference for over-the-counter drugs, processed food, soft drinks etc has led to reforms of the Fast-moving consumer goods (FMCG) industry. The Fast-moving consumer goods industry is growing at 4% per year, which is more than the global gross domestic product (GDP). FMCG is the fourth major sector of the Indian financial system. With the increasing speed of the Ayurvedic pharmaceutical market, FMCG players like Patanjali, Dabur, Emami etc. are interested in expanding to tap the market by their portfolios. FMCG sector is divided into food and beverages, health care and household along with personal care categories. Ayurvedic FMCG industry is based on the expansion and marketing of products between food drinks, health, domestic and personal care etc. In the current scenario, more than 30,000 proprietary and 1500 classical products are available in the market. The market of Ayurvedic FMCG products is estimated to register a compound annual growth rate (CAGR) of 16% between 2016 and 2021 and will increase from current $ 500 million to $ 1.1 billion by 2021. Although many FMCG products advertise the estimated results, the Ayurvedic FMCG industry is largely irregular. Mushrooming Indian population, mainly the middle class and the rural sectors, gives a chance to manufacturers of proprietary products to refurbish consumers to proprietary products. Consumers to take precautions are derived from caution and doubt, because the shift toward natural products has gathered momentum. In addition, companies of all sizes are racing to keep pace. This manuscript reviews a snapshot of current trends in the Ayurvedic FMCG market and will provide development opportunities and strategies adopted by the multi-billion dollar market.