Discovering the relationship among knowledge management, sustainability marketing and service improvement: the moderating role of consumer interest

Abstract

Purpose The purpose of this study was to demonstrate “what” critical attributes are actually associated with the development of blockchain technology and “how” it influences service improvement in the context of tourism and hospitality operations. Design/methodology/approach This paper aims to provide a new and novel viewpoint by using the blockchain perspective to discover the relationships between knowledge management, sustainability marketing and service improvement using 311 samples collected from tourism and hospitality firms in Taiwan. Findings The results show that knowledge management may influence service improvement through sustainability marketing commitment. Furthermore, the study found that consumer interest may strengthen the relationships between knowledge management, sustainability marketing and service improvement. Additionally, the sub-dimension of knowledge management is also discussed in the integrated mediation–moderation model. Practical implications The results provide sufficient support for employees or managers undertaking new technology or development to facilitate business-to-consumer trade models in their present and future operations. Originality/value The study advances the existing tourism and hospitality literature by identifying consumer interest as an important effective characteristic that may positively strengthen the relationship among critical attributes of knowledge management and sustainability marketing commitment during the service improvement process.

The role of knowledge management in the tourism sector: a synthesis and way forward

“…Hence KM influences service improvement by strengthening the CRM. (Pholphirul et al, 2021;Liu and Dong, 2021) Organizational Organizational learning KM impacts collectivism, uncertainty avoidance, and gender equality at the workplace in the hospitality sector and fosters individual learning and Organizational learning. Furthermore, hospitality service managers must be aware of cultural diversity, which is reflected in staff personality factors.…”

“…Further SBM at the institutions level recommends more investors and stakeholders, communities, and visitors to promote small-scale business. (Rastegar and Ruhanen, 2021;Dias et al2020a;Huang et al, 2015;Liu and Dong, 2021;Darcy, 2011;Ruhanen, 2008;Higuchi and Yamanaka, 2019;Moscardo, 2008;Patterson et al, 2006;Moscardo, 2008) Stakeholder, and Institutional…”

Critical criteria for enhancing consumption intention in restaurants during COVID-19

“…All values exceed 0.7, ensuring adequate internal consistency (Nunnally, 1978). Liu and Dong (2021) asserted that a single data source collected over a short period should consider common method variance (CMV). Thus, this study used the Harman single factor and latent factor test, and the results showed that the highest value was 25.612, which confirms the suggested value of 50 and indicates no potential problem of CMV in this study.…”

Deep learning in hospitality and tourism: a research framework agenda for future research

“…Consequently, this digitisation has significantly impacted the tourism marketplace, influencing how organisations conduct their businesses (Ashari et al , 2014; Chuang et al , 2017). As a matter of fact, in recent HTT and service literature, there is growing interest in the integration of new and emerging technologies, including robotics (Akdim et al , 2021; Belanche et al , 2020; Romero and Lado, 2021; Byrd et al , 2021), blockchain (Liu and Dong, 2021; Demirel et al , 2022) and AI (Flavián and Casaló, 2021; Mariani and Borghi, 2021; Pelet et al , 2021; Ivanov and Webster, 2021). Although alternative ML approaches/algorithms exist, they are limited in their ability to process natural data in raw form (LeCun et al , 2015).…”