Contactless but loyal customers: The roles of anxiety and sociability in the hotel service context

Li, Mingfei; Huang, Shanshan

doi:10.1016/j.jretconser.2022.102910

Cited by 13 publications

(7 citation statements)

References 40 publications

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“…Before moving towards data collection or analysis, it is important to extract the factors from literature and get verified by experts. Critical success factors of contactless business have been extracted from review of relevant literature (Li, et al, 2022). Total twenty-eight factors are found and processed for verification from experts.…”

Section: Discussionmentioning

confidence: 99%

Analyzing the Critical Success Factors of Contactless Businesses: A Post COVID-19 Panorama in Pakistan

Khan

Shaukat

Qazi

2023

ojs

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There has been a drastic change in the ways of doing business after COVID-19. Business world has been shifted from traditional to contactless ways and digitalization has been increased during and after COVID-19 all over the world including Pakistan. So, there has been a need to study the factors that affect the success of contactless businesses, specifically in the context of Pakistan. The aim of the study is to generate the comprehensive list of critical success factors of contactless businesses in Pakistan and to analyze their interpersonal relationships and to classify them. This study is exploratory by its nature and the methodology used for this study is Interpretive Structural Modelling (ISM) along with Multiple Cross Impact Matrix (MICMAC) analysis that corroborate the results of ISM. Data has been collected primarily from the panel of experts on the topic. Results of the study show that the most important factor that contributes towards the success of contactless businesses in Pakistan is creativity and innovation which lies at the bottom of the model. This research is useful for all the stakeholders of contactless businesses since it contributes generates the list of critical factors, their hierarchical model, their classification model and lot of new information on interaction of these critical success factors.

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Section: Discussionmentioning

confidence: 99%

Analyzing the Critical Success Factors of Contactless Businesses: A Post COVID-19 Panorama in Pakistan

Khan

Shaukat

Qazi

2023

ojs

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“…Numerous studies addressed the factors in the context of the hotel, restaurant and tourism industries such as facilities, message-framing strategies, trust, hotel attributes and service failure with complaint handling (Amoako et al , 2019; Hu et al , 2019; Huang et al , 2021; Susskind, 2004) Indeed, the literature (Amoako et al , 2019; Anderson and Sullivan, 1990; Beatty et al , 1996; Oliver, 1980; Qureshi et al , 2009; Susskind et al , 2000) vastly exists in the context of employee empowerment. Furthermore, scholars (Li and Huang, 2022; Prentice et al , 2022; So et al , 2021) lately examined RPI, particularly in the hotel industry, in light of various factors. Whereas the extant studies overlooked CE, the current paper contributes to the literature by adding CE as one of the most significant elements in the hotel sector.…”

Section: Discussionmentioning

confidence: 99%

Revealing the factors of re-patronage intention: true behavioral insights in hotel customers

Badar

Waheed

2022

JHTI

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PurposeThe rapid shift in the emerging pedagogies of customer behavior has changed the business preferences in the hotel sector. This study prioritizes the hotel's main task to develop customer re-patronage intention. Keeping in line with these factors, this study investigates the impact of customer empowerment on re-patronage intentions through customer value co-creation in the hotel sector of Pakistan. Furthermore, the study examines the moderating impact of sensation-seeking on customers.Design/methodology/approachA total of 350 potential customers participated in the online survey using purposive and snowball sampling techniques. Partial least square structural equation modeling was employed using Smart PLS-3 to test the projected hypotheses.FindingsThis study reveals that empowered customers improve their behavior and involvement in value co-creation, which, in turn, increases the prospects of re-patronage intention. Moreover, sensation-seeking moderates between consumer empowerment and customer value co-creation.Research limitations/implicationsCustomer-dominant logic and sense-making theory present interesting insights where customer empowerment and value co-creation have a positively significant impact on customer re-patronage intention. Findings also elaborate on a significant mediating role of customer value co-creation activities, which is an interesting call for hotel managers to add thought-sharing ecosystems. The suggested factors add long-lasting results in terms of revenues, performance and global GDP.Practical implicationsIt provides guidance for the hotel managers through novel factors that activate the customer to augment an intention to re-patron. Moreover, it provides a direction to add sensation-seeking strategies that strengthen the effects on customer empowerment and value co-creation.Originality/valueThis study has its uniqueness in introducing an environment in hotels where customers are empowered to further actively participate in value co-creation initiatives, along with sensation-seeking acting as a stimulus among them. These factors have greatly impacted the hotel's objectives (i.e. re-patronage intention).

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“…During the pandemic, automation became even more critical to enable contactless operations (Monaco, 2021; Pillai et al, 2021). Prior researches (Grant, et al, 2020; Li & Huang, 2022; Manimuthu et al, 2021) found surging implementation of contactless payments, mobile ordering, and touchless interactions to provide safe and continuous service amid restrictions. According to Falter and Jóhannesson (2023), tourism establishments adopted various service automation technologies for example airport self‐check‐ins and hotel mobile apps.…”

Section: Literature and Hypothesis Developmentmentioning

confidence: 99%

From crisis to prosperity: Leveraging robots, artificial intelligence, and service automation for sustainable tourism in Zimbabwe

Chiwaridzo,

Chiwaridzo

2024

Bus Strat Dev

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In an increasingly digital and interconnected world, the integration of advanced technologies such as robotics, artificial intelligence (AI), and service automation has become pivotal for shaping the future of various industries, including tourism. The paper investigates complex relationship between three independent variables: (robotic adoption, AI adoption, and service automation adoption) and three dependent variables: (social sustainability, economic sustainability, and environmental sustainability). Employing a quantitative research approach, the study gathered data from 608 randomly selected tourism supply chain stakeholders using the Krejcie and Morgan table to determine the sample size. Data collection was facilitated through Google Forms questionnaires, and the analysis relied on structural equation modeling. The statistical findings highlight positive direct significant relationships among these variables, as evidenced by t‐statistic values surpassing the threshold of 1.96. These values ranged from a minimum of 2.156 to a maximum of 10.083. These results suggest that by strategically integrating these technologies, tourism businesses and policymakers in Zimbabwe can enhance tourist experience, the industry's long‐term viability and its positive impact on society, the economy, and the environment. This study's outcomes provide a compelling foundation for informed decision‐making and the development of targeted strategies aimed at advancing sustainability objectives within the Zimbabwean tourism landscape.

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Contactless but loyal customers: The roles of anxiety and sociability in the hotel service context

Cited by 13 publications

References 40 publications

Analyzing the Critical Success Factors of Contactless Businesses: A Post COVID-19 Panorama in Pakistan

Analyzing the Critical Success Factors of Contactless Businesses: A Post COVID-19 Panorama in Pakistan

Revealing the factors of re-patronage intention: true behavioral insights in hotel customers

From crisis to prosperity: Leveraging robots, artificial intelligence, and service automation for sustainable tourism in Zimbabwe

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