Purpose -The purpose of this paper is to study customer delight in tourism as influenced by destination image and perceived value, in the context of Tirupati Thirumala Balaji Devasthanam, the most visited temple in the world. Further, the role of self-service technology in enhancing destination image is also discussed. Design/methodology/approach -The paper employs a causal research design and convenient sampling techniques. The target population of this study is the visitors who visited Thirumala temple during the past year. A self-administered questionnaire including both structured and open-ended questions and interviews schedules were employed. Factor and regression analysis have been used to explore the tourist's attitude towards self-service technology interfaces, in the context of Thirumala Thirupathi Devasthanam (TTD). Findings -The self-service technology channels such as the web site and the television channel had an impact on the customer delight element and these online channels need to be explored and utilized to create a superior experience. Practical implications -The information obtained will help policy makers to design a more comprehensive marketing mix, to enhance tourist experience. Moreover, the role of technology in the field of tourism will provide valuable insights as to how best to reach the target audience. Originality/value -Very few studies have explored destination image, customer delight, value dimensionality as well as SST interventions-destination image in a tourism context.
Purpose – The purpose of this paper is to explore illness beliefs among adults with type 2 diabetes (T2DM), studied in a clinical setting in the Indian context. Diabetes management lies primarily in the hands of the patient, which signifies the need for understanding the various dimensions of individuals’ illness beliefs. While past research from abroad has stressed the need for understanding the patient’s perspective in effective illness management, the lack of studies in the Indian context calls for further research in this area. Design/methodology/approach – Drawing on the Self-Regulation Model (Leventhal et al., 1980), semi-structured interviews were carried out to understand the beliefs about diabetes among individuals diagnosed to have T2DM. In total, 70 individuals with T2DM were included, taking into account the disease duration, urban-rural, age and gender distinctions. The data were analyzed using content analysis method. Findings – The results of the analysis revealed numerous sub-themes related to the perceived consequences of diabetes, control or cure issues, timeline and emotional issues as experienced by the subjects. Research limitations/implications – Carrying out a triangulated research with the various stakeholders, namely, diabetologists, general practitioners and other support staff like dieticians could add more value to this exploratory study. Originality/value – There is a dearth of research work that explores the illness beliefs that patients’ hold about diabetes, as discussed in the Indian context. It is expected that the insight provided by the study can help the government bodies, healthcare organizations and practitioners design and develop interventions from a patient-centric view. Additionally, such a patient-centric approach will enable individuals to achieve their treatment goals.
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