The association among employees' communication skills, image formation and tourist behaviour: perceptions of hospitality management students in Jordan

Masa’deh, Ra’ed; Alananzeh, Omar; Jawabreh, Omar; Alhalabi, Rashed; Syam, Hassan; Keswani, Faisal

doi:10.1108/ijcthr-02-2018-0028

Cited by 19 publications

(10 citation statements)

References 37 publications

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“…In terms of the antecedents to brand image, and in line with previous research, food quality (Ryu et al, 2012), employee service quality (Ryu et al, 2012;Masa'deh et al, 2019) and price fairness (Marinkovic et al, 2015;Yi et al, 2018) on brand image in a fast-food restaurant setting. These results can be further explained by the fact that customers perceive food quality, provision of correct and prompt service and charging compatible and acceptable prices are important in building a positive fast-food restaurant brand image.…”

Section: Discussionsupporting

confidence: 74%

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Antecedents involved in developing fast-food restaurant customer loyalty

Singh

Slack

Sharma

et al. 2021

TQM

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PurposeThis study aims to simultaneously examine the interrelated influence of antecedents involved in developing fast-food restaurant customer loyalty. A conceptual model which incorporates service quality attributes, price fairness, customer satisfaction, brand image and trust and the resultant effect on customer loyalty is proposed to better understand how fast-food restaurant customer loyalty can be optimized.Design/methodology/approachA quantitative research methodology adopting structural equation modelling was used to understand the interrelatedness and influence of antecedents involved in optimizing fast-food restaurant customer loyalty.FindingsThe findings indicate that service quality attributes (food quality and employee service quality) and price fairness significantly influence customer satisfaction and brand image, while physical environment quality has no significant influence. Additionally, customer satisfaction was found to influence brand trust and customer loyalty, while the brand image does not influence customer satisfaction but does influence brand trust and customer loyalty.Practical implicationsUnderstanding the interrelatedness and influence of antecedents involved in developing fast-food restaurant customer loyalty would enable academics and practitioners to formulate honed marketing and operational strategies to optimize customer loyalty and fast-food restaurant profitability.Originality/valueThis research addresses the paucity of research and marketing gaps regarding the interrelatedness and influence of antecedents involved in optimizing fast-food restaurant customer loyalty in Small Island Developing States (SIDS).

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Section: Discussionsupporting

confidence: 74%

“…Studies also show that employee competency (Ryu et al, 2012), communication skills and personal appearance (Masa'deh et al, 2019) significantly impact a restaurants' brand image and reputation. Thus, it is hypothesized that:…”

Section: Literature Reviewmentioning

confidence: 99%

Antecedents involved in developing fast-food restaurant customer loyalty

Singh

Slack

Sharma

et al. 2021

TQM

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“…The number of resources to assist hotel owners and operators in understanding and implementing sustainability measures is vast. These resources are provided by international organizations, public agencies (national and local governments), environmental firms, architectural and engineering consultancies, energy firms, utilities, trade organizations, and other entities (Hwai-Shuh, 2012;Karolina, 2017;Lei et al, 2011;Masadeh et al, 2019;Masa'deh et al, 2017;Ángeles et al, 2017;María del Mar et al, 2018;Sajjad et al, 2018;Sainaghi et al, 2018). The purpose of this research is to investigate sustainable environmental performance in five star hotels in Aqaba, Jordan.…”

Section: Introductionmentioning

confidence: 99%

Business Sustainability Practice and Operational Management Inhotel Industry in Aqaba Special Authority Economic Zone Authority (Aseza)

Jawabreh¹,

Abdelrazaq²,

Jahmani³

2021

GTG

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The objectives of this paper are to explore the understanding of tourism through business sustainability through the management of the environmental and operating practices of five-star hotels in Aqaba Jordan. Data would be obtained from a variety of outlets, including paper analyses, impressions, and questionnaires. Semi-structured interviews are typically used to retrieve and supply details. The primary purpose of such interviews is to collect contextual knowledge from the sampled community. It also seeks to include useful knowledge on specific problems and to gain a range of perspectives on specific issues. It is planned to pilot the paper and pencil surveys and the test details to be gathered by field visits and semi-structured interviews. The findings reveal that hotels in Aqaba have used reuse or recycle glass or plastics. In order to encourage sustainable practices in the hotel industry in Jordan, we need to build distinction and competitive advantages by cost savings. The sustained success of economic operations is of utmost importance to companies, whether in the production or service sectors. This emphasis on sustainability is especially relevant to the growth of tourism and hospitality destinations. Established and Emerging economies have embraced environmental and organizational sustainability as a core.

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“…Baird and Parayitam (2019) also stress the importance of ethics in their researches. Masa'deh et al (2019) and Robles (2012) rank the ability to maintain the working ethic, honesty and good civilized acting among the employees' most important competencies.…”

Section: Competences Related To Decision Makingmentioning

confidence: 99%

Importance of Social Competency Development During Business University Studies

Depoo

Šnýdrová

et al. 2020

Danube

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Adequate level of social competencies after university graduation is necessary for today’s competitive environment. This study aims to identify and present most important social competencies based on perceptions of students and graduates of case business university. The data were collected by questionnaire survey of graduates in 2017–2018. Two dimensional statistical methods were used to evaluate the results. Examination of graduates leads to identification of factors affecting preferences in higher education to fill expectation of current society and labor market. Specific factors impacting evaluation of business education and its development are discussed. The results show current approaches towards social competency development. Limit of the study is a narrow focus on one private business university. It may be taken as case study and a base for further research and benchmarking between universities.

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The association among employees' communication skills, image formation and tourist behaviour: perceptions of hospitality management students in Jordan

Cited by 19 publications

References 37 publications

Antecedents involved in developing fast-food restaurant customer loyalty

Antecedents involved in developing fast-food restaurant customer loyalty

Business Sustainability Practice and Operational Management Inhotel Industry in Aqaba Special Authority Economic Zone Authority (Aseza)

Importance of Social Competency Development During Business University Studies

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