Developing the coopetitive destination brand for the Greater Bay Area

Kirillova, Ksenia; Park, Jinah; Zhu, Mingyang; Dioko, Leonardo (Don) A.N.; Zeng, Guojun

doi:10.1016/j.jdmm.2020.100439

Cited by 25 publications

(33 citation statements)

References 72 publications

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“…As a megalopolis, GBA was proposed as an integrative strategy for industries, technology and people within the Pearl River Delta of China (Xinhua, 2019). The development of infrastructure interconnectivity between these regions including the Hong Kong-Zhuhai-Macau Bridge and Guangzhou-Shenzhen-Hong Kong High-Speed Rail Link are evidence of efforts to facilitate mobility for tourism and hospitality activities in the region (Kirillova et al, 2020). Hong Kong, Zhuhai and Macau, which are the study sites of this study, are part of the Greater Bay Area and represent popular sub-regions recording positive tourism growth within Asia (United Nations World Tourism Organization, 2018).…”

Section: Methodsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

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How does employee commitment impact customers' attitudinal loyalty?

Agyeiwaah

Dayour

Zhou

2021

JHTI

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PurposeStudies in hospitality and tourism have seldom investigated the role of employee commitment to building customers' attitudinal loyalty. This study examines the impact of employee commitment on customers' attitude-based loyalty. The study contributes to knowledge of how employees' affective attitude (i.e. employee commitment) impacts and mediates the relationships within this model by considering service quality attributes separately in the context of China's Greater Bay Area.Design/methodology/approachUsing a quantitative approach, 664 customers visiting hotels and tourist attractions within three cities of Hong Kong, Macau and Zhuhai were surveyed. A convenience sampling technique was employed to administer questionnaires within these contexts. A structural equation modeling (SEM) using AMOS software was used to test the relationships in the proposed model.FindingsThe results suggest that while service quality attributes have a different impact on employee commitment, employee commitment plays a response-predictor-mediator role in the attitudinal loyalty framework. For instance, personal interactions and technical quality are significant predictors of employee commitment. Employee commitment influences customer satisfaction and behavioral intentions. Moreover, employee commitment fully mediates the relationship between technical quality and customer satisfaction and partially mediates the association between personal interaction and customer satisfaction.Practical implicationsGiven that employee commitment could be derived from personal interaction with customers, hoteliers and destination management organizations should encourage customers through their websites to be responsive to employees by providing constructive feedback on their service delivery. Management of hotels, attractions and destinations need to motivate employees through incentives such as pay raise, bonuses, time-off and paid holidays.Originality/valueThe paper is inimitable in its attempt to extend the customer attitudinal loyalty debate by including employees' attitude (i.e. commitment) in the measurement of customers' attitudinal loyalty in the hospitality and tourism industry.

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Section: Methodsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

How does employee commitment impact customers' attitudinal loyalty?

Agyeiwaah

Dayour

Zhou

2021

JHTI

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“…Similar to traditional product brands, destination brands are socially constructed, but they convey brand cultures, places, and people (Hankinson, 2004). As such, eliciting cooperative behavior and fostering shared values among divergent stakeholders is critical for DMOs, particularly because residents and interactions are pivotal to destination branding (Kirillova, Park, Zhu, Dioko, & Zeng, 2020).…”

Section: Destination Brandingmentioning

confidence: 99%

Residents’ power and trust: A road to brand ambassadorship?

Wassler

Wang

Hung

2021

Journal of Destination Marketing & Management

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“…With the rapid development of tourism and the popularization of tourism activities, various places have tried to develop related cultural heritage in tourism. The competition among tourism destinations has become increasing (Kirillova et al, 2020). Due to simple copying and imitation, it is difficult for tourist destinations to form unique characteristics, so homogeneous competition becomes increasingly fierce.…”

Section: A Destination Brand Legitimacymentioning

confidence: 99%