The Relationship between Service Experience Equity and Guests’ Behavioral Intention at Eco-Resorts: A study using PLS-SEM

Hashim, Nurhazirah; Haque, A. K. M. Ahasanul

doi:10.21834/e-bpj.v2i6.929

Cited by 2 publications

(4 citation statements)

References 7 publications

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“…According to this study, service equity value positively influences repurchase intention. This outcome is consistent with what Hashim and Haque [ 62 ] found: that resort customers’ service equity had a significant impact on their intention to repurchase resort stays. Additionally, this outcome supports the assertion made by Ruiz et al [ 24 ] that service equity is a source of value creation as customer interactions and restaurant communications affect how customers perceive the establishment.…”

Section: Discussionsupporting

confidence: 91%

“…A strong brand generates feelings of intimacy, affection, and trust and significantly affects customer value perceptions [ 61 ]. Hashim and Haque [ 62 ] discovered that the service equity of resort customers significantly impacted their repurchase intention to stay at resorts. Therefore, the current study contends that service equity provides value to customers by offering a consistent and powerful value proposition and customer experience that will satisfy customers and keep them coming back.…”

Section: Literature Reviewmentioning

confidence: 99%

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Service Value and Repurchase Intention in the Egyptian Fast-Food Restaurants: Toward a New Measurement Model

Doeim

Hassan

Helal

et al. 2022

IJERPH

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Service value is a crucial dominant indicator in customer decision-making. However, there is a lack of hospitality literature that investigates the multi-dimensional service value in emerging markets. Thus, this study aims to create a multi-dimensional scale for service value and to analyze how different service value dimensions affect customers repurchase intentions at fast-food restaurants. We make a conceptual framework with eight constructs, including service value and repurchase intention. A self-administrated questionnaire is used to gather empirical data from fast-food restaurant customers in Egypt. We employ confirmatory factor analysis to extract the model’s reliability and validity. Moreover, we use a structural equation model to extract the model regressions and correlations using AMOS software. We find that each of the eight proposed service value variables impacts fast-food restaurant customers’ repurchase intention. However, the factors that strongly influence customers’ preferences to make more purchases are service equity, confidence benefits, service quality, and service reputation. We contribute to the literature on hospitality customer value and repurchasing intentions by presenting a comprehensive multi-dimensional service value framework that affects customers’ repurchase intentions in fast-food restaurants. Practically, eight service value variables can help managers of fast-food restaurants meet customer needs and gain a competitive advantage. We suggest many crucial recommendations to restaurant managers regarding the priority of the service value constructs. For example, managers should consider service equity, service quality, and service reputations as a priority of the restaurant service value.

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Section: Discussionsupporting

confidence: 91%

Section: Literature Reviewmentioning

confidence: 99%

Service Value and Repurchase Intention in the Egyptian Fast-Food Restaurants: Toward a New Measurement Model

Doeim

Hassan

Helal

et al. 2022

IJERPH

View full text Add to dashboard Cite

show abstract

“…Although the variables and their relationships are the information collected, they were compared with the existing literature. Considering this idea and based on the measurements obtained for the TEE variable, this research converges with the works of Chin et al [15], Oviedo-García et al [12] Campón-Cerro et al [11] and Hashim and Haque [22], as they emphasize that the knowledge and education of users is a factor that affects their satisfaction, since it broadens the reference framework for evaluating the image of the company and the quality of their services. These authors also point out that sustainability is a result or consequence of the degree of client satisfaction.…”

Section: Discussionsupporting

confidence: 76%

“…By applying PLS, as in previous contributions such as Rasoolimanesh et al [18], Pérez et al [19], Villanueva-Álvaro et al [20] and Carrillo and Jorge [21], from the perspective of supply, they can study the environmental impacts of both the tourists' activity and companies' management models. Hashim and Haque [22] investigated the relationship between the equity of the service experience and behavioral intent in ecologically oriented businesses. Their findings highlight that the equity of the perceived service experience significantly influences the intention to choose sustainable companies; another relevant aspect is the strong relationship between factors such as size, organizational and structural capabilities with suppliers and achievement in terms of sustainable performance.…”

Section: Literature Reviewmentioning

confidence: 99%

Factors to Foster Organizational Sustainability in Tourism SMEs

et al. 2020

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Small and medium-sized tourism companies (SMEs) strongly depend on their collaborators to achieve competitiveness and sustainability. In this sense, these organizations need to identify those factors that help them to use their resources and efforts to achieve the aforementioned goals. This article proposes a model oriented to organizational sustainability in the tourism sector. A systemic approach was adopted to articulate this research; therefore, the soft systems methodology was applied to structure the problem and express a conceptual model that suggests relationships as an alternative solution to the expressed problem. Partial least squares path modeling was applied to statistically validate the relationships expressed in the construct. Results suggest that the relationships proposed in the construct are valid and may promote organizational sustainability. The ideas developed are restricted to the organizational domain and although the results apply in a Mexican context, this potential limitation can be offset by the multi-methodological approach proposed, extending the model’s application to other types of organizations. This study may enable scholars and managers to improve communication and inter-organizational relationships, allowing organizations to focus their strategies and efforts using systems thinking to increase responsiveness and adaptation.

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The Relationship between Service Experience Equity and Guests’ Behavioral Intention at Eco-Resorts: A study using PLS-SEM

Cited by 2 publications

References 7 publications

Service Value and Repurchase Intention in the Egyptian Fast-Food Restaurants: Toward a New Measurement Model

Service Value and Repurchase Intention in the Egyptian Fast-Food Restaurants: Toward a New Measurement Model

Factors to Foster Organizational Sustainability in Tourism SMEs

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