Factors influencing customer citizenship behaviour in the hospitality industry

Hossain, Sazzad; Sambasivan, Murali; Abuelhassan, Abuelhassan Elshazly; Khalifa, Gamal S. A.

doi:10.1080/11745398.2020.1850302

Cited by 20 publications

(10 citation statements)

References 111 publications

(121 reference statements)

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“…Given that PCSP can significantly increase successful delivery of services and therefore boost customers’ experiences (Raub and Liao, 2012), this study focused on five-star hotels because they are the tourist establishments that are most keen to provide luxury and high-quality services (Hossain et al , 2020; López-Cabarcos et al , 2015). This study was conducted in Egypt, an important tourism and hospitality country in the Middle East (Elshaer et al , 2022; Mohamed et al , 2020).…”

Section: Methodsmentioning

confidence: 99%

How organizational justice in the hospitality industry influences proactive customer service performance through general self-efficacy

Abuelhassan

AlGassim

2022

IJCHM

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Purpose Based on social exchange theory (SET) and conservation of resources (COR) theory, this study aims to examine the unique combined impact of procedural justice (PJ) and distributive justice (DJ) on proactive customer service performance (PCSP) and general self-efficacy (GSE) in the hospitality industry. It also estimates these variables’ joint effect on PCSP controlling GSE. Design/methodology/approach The study’s results were derived from a sample of 380 frontline supervisor–subordinate dyads, placed in 18 five-star hotels, through three-wave data collection. The hypotheses and construct validity were generated through structural equation modeling. Findings The combined impact of DJ and PJ on GSE and PCSP was significantly positive, and GSE mediated the relationships between DJ and PCSP as well as PJ and PCSP. Practical implications To improve service employees’ GSE and PCSP, hospitality management should guide and encourage managers to highlight and maintain organizational justice (OJ) in all their strategies and operations. DJ and PJ are advised to appreciate service employees’ GSE and extra-role behaviors (e.g. PCSP) through providing organizational resources. Originality/value This paper offers unique practical and theoretical contributions to the hospitality industry and associated literature by implementing SET and COR theory with OJ, GSE and PCSP constructs.

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Section: Methodsmentioning

confidence: 99%

How organizational justice in the hospitality industry influences proactive customer service performance through general self-efficacy

Abuelhassan

AlGassim

2022

IJCHM

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“…To examine the link between supply chain capabilities and operation management, an exploratory cross-case study will be done on one of the UAE's major manufacturing firms. According to a recent industry study report (Medley, 2005), Asian manufacturing companies must rearrange their value networks to remain competitive [52,68,84]. For a distinct cycle time, cost, and delivery competitive advantage in the furniture sector, which is defined by frequent changes in product life cycles, seamless integration of operational tasks is required.…”

Section: Methodsmentioning

confidence: 99%

An Exploratory Study of Retailers’ Operational Performance within UAE Market: A Case Study

Alnuaimi¹,

Alneyadi²,

Fadel³

et al. 2022

BIJOMRP

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This study investigates supply chain management methods linked to flexibility, value chain, and capacities. It describes an exploratory study to investigate the interconnected aspects and come up with a research framework. The business drivers and response effects of a flexible supply chain were investigated in a case study on a manufacturing organization in the furniture sector. To be responsive to clients and generate concrete benefits, all the companies improved their production flexibility components with supply and logistic networks. The value chain’s fundamental flexibility may be characterized by operational, supply, and logistical perspectives, with varying levels of integration and implementation methodologies, providing varied degrees of availability in responsiveness to volume and product mix.

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“…Based on the previously followed trend for the sales of certain items, the company operation management department takes help from the presumption method. The data obtained from previous demands are used to determine the future requirements of customers (Hossain et al, 2020;Khalifa, Trung & Hossain, 2021;Agus & Gamal, 2020;Widjaja et al 2019Widjaja et al , 2020Zhao et al 2019).…”

Section: Figure 2: Lg Productivity Modelmentioning

confidence: 99%

“…In the companies the production planning and the inventory management in LG electronics in electronic companies to overcome the inventory issues. The inventory management procedure levels as the active role by the right type of the electronic communication approach (Hossain et al, 2020;Nusari et al, 2018). The group messages are the basic approach that can be implemented to deliver the operational values around the region.…”

Section: Production Planning and Inventory Managementmentioning

confidence: 99%

An Exploratory Study of Supply Chain Management Practices’ Content Analysis and Future Perspectives: A Case Study

Aldhaheri

Alkuwaiti

Alhassani

et al. 2022

IJRTBT

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The research interest in some products is developing in lockstep with the global market need for electronics. However, research on electronic strategies or operational analysis is limited. LG has established an effective supply chain operations management system in this case study. Based on the Toyota Production System, LGE has developed proprietary operational management methods (LG Production System). This confluence of product architecture and operational processes are responsible for the company's globally competitive market position. This case study highlights the need of integrating both the business model and operational procedures for long-term competitive benefits.

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Factors influencing customer citizenship behaviour in the hospitality industry

Cited by 20 publications

References 111 publications

How organizational justice in the hospitality industry influences proactive customer service performance through general self-efficacy

How organizational justice in the hospitality industry influences proactive customer service performance through general self-efficacy

An Exploratory Study of Retailers’ Operational Performance within UAE Market: A Case Study

An Exploratory Study of Supply Chain Management Practices’ Content Analysis and Future Perspectives: A Case Study

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