Abstract:PurposeThis paper explores the dimensions and triggers of memorable tourism experiences (MTEs) from the service provider perspective. Specifically, it focuses on MTEs offered by tourism social enterprises (TSEs) in Italian tourist destinations that are growing in popularity.Design/methodology/approachThis study adopted a qualitative approach using Gioia methodology. After a preliminary email survey, data were collected from Italian TSEs using semi-structured interviews.FindingsMTE dimensions include hedonism, … Show more
“…Grounded theory (Strauss and Corbin, 1994) Data-driven orientation in start-ups is based on the constant comparison of data collected and new classifications and conceptualizations arising from the analysis. Constructivist grounded theory helps the identification of themes that are grounded in and emerge from data and can allow a deeper exploration of concepts and relationships between them (Nag and Gioia, 2012;Castellani et al, 2020). For this reason, this methodology, applied through the administration of in-depth interviews, seems to be suitable for the analysis of both drivers and outcomes of a complex process such as innovation by ensuring a holistic understanding of respondent's attitude, experiences and behavior that cannot be easily obtained through other methodology.…”
PurposeThe study queries the drivers of innovation management in contemporary data-driven organizations/companies. It is argued that data-driven organizations that integrate a strategic orientation grounded in data, human abilities and proactive management are more effective in triggering innovation.Design/methodology/approachResearch reported in this paper employs constructivist grounded theory, Gioia methodology, and the abductive approach. The data collected through semi-structured interviews administered to 20 Italian start-up founders are then examined.FindingsThe paper identifies the key enablers of innovation development in data-driven companies and reveals that data-driven companies may generate different innovation patterns depending on the kind of capabilities activated.Originality/valueThe study provides evidence of how the combination of data-driven culture, skills' enhancement and the promotion of human resources may boost the emergence of innovation.
“…Grounded theory (Strauss and Corbin, 1994) Data-driven orientation in start-ups is based on the constant comparison of data collected and new classifications and conceptualizations arising from the analysis. Constructivist grounded theory helps the identification of themes that are grounded in and emerge from data and can allow a deeper exploration of concepts and relationships between them (Nag and Gioia, 2012;Castellani et al, 2020). For this reason, this methodology, applied through the administration of in-depth interviews, seems to be suitable for the analysis of both drivers and outcomes of a complex process such as innovation by ensuring a holistic understanding of respondent's attitude, experiences and behavior that cannot be easily obtained through other methodology.…”
PurposeThe study queries the drivers of innovation management in contemporary data-driven organizations/companies. It is argued that data-driven organizations that integrate a strategic orientation grounded in data, human abilities and proactive management are more effective in triggering innovation.Design/methodology/approachResearch reported in this paper employs constructivist grounded theory, Gioia methodology, and the abductive approach. The data collected through semi-structured interviews administered to 20 Italian start-up founders are then examined.FindingsThe paper identifies the key enablers of innovation development in data-driven companies and reveals that data-driven companies may generate different innovation patterns depending on the kind of capabilities activated.Originality/valueThe study provides evidence of how the combination of data-driven culture, skills' enhancement and the promotion of human resources may boost the emergence of innovation.
“… Svabo et al (2013, pp. 321-322) argued that it is not possible to “design experiences” in the strict sense, since customers independently and subjectively interpret experiences, but it is possible to “design for experiences.” Specifically, based on service-dominant logic and value co-creation theory ( Vargo and Lush, 2004 , 2008 , 2016 , 2017 ), several scholars have highlighted the central role of customers in creating experiences (e.g., Pencarelli et al, 2017 ; Canestrino et al, 2018 ; Campos et al, 2018 ; Castellani et al, 2020 ). As emphasized by Zomerdijk and Voss (2010 ), experiences cannot be fully controlled by service providers because as customers interpret a series of encounters and interactions designed by a service provider, they construct their own experience.…”
“…Tourism plays an important role in the economies of different nations: It is being used as an omnipresent vehicle for economic expansion and a fundamental factor of economic development policy (Al-Hazmia, 2020;Castellani et al, 2020). In this sector, service quality has become an issue (Qiu et al, 2020;Webster and Hung, 1994).…”
Purpose This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector.Design/methodology/approach The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis.Findings This paper presents a conceptual framework that enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived service quality. Based on the results from New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention.Originality/value The approach used by this study is partially in line with previous theoretical analyses and shows appealing patterns in international service quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived service quality in the hotel industry.
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