Shaheen Mansori

Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty

ABSTRACT As the number of tourists continues to grow globally, the hospitality industry players inevitably face more challenges. High competition among the competitors and the emergence of new technologies such as online booking platforms make the competition more intense among players in the hospitality sector. The quality of services provided is undoubtedly crucial to the success of the hotel. Hence, any service failure has to be addressed appropriately in order to maintain a high level of customer satisfaction and to keep the image of the hotel intact. It is therefore vital that service recovery programs are carefully planned to meet various types of service failures which may inevitably occur. In this study, questionnaires were distributed to customers who had experienced service failures. The aim was to investigate the influence of service quality and service recovery on satisfaction and, ultimately, the effect on customer loyalty. The research also tested the mediating effect of corporate image between the relationship of customer satisfaction and customer loyalty. The findings showed that both service recovery and service quality had a significant impact on customer satisfaction. Similarly, it was found that customer satisfaction induced customer loyalty towards the hotel operator. The result also showed that corporate image mediated partially between the relationship of customer satisfaction and customer loyalty.

Generation difference in hiring financial planners in Malaysia

Purpose The purpose of this paper is to document a gap between generation X and Y’s behavior toward decision making for hiring a professional financial planner in context of an emerging country. Design/methodology/approach This research is based on a public survey in Malaysia on the effect of five major contributing factors (namely, awareness, acceptability, affordability, accessibility and assurance) on the decision to hire a professional financial planner. The study further shed light into the difference among the influential factors among generation X and Y. Findings Although awareness, acceptability, affordability and assurance have demonstrated significant effect on decision making in general, their impact varies among different age groups. Results of moderation tests on the role of age suggest that for Gen X, the determinant factor is only their acceptability of the financial planning service. However, awareness, affordability, acceptability and assurance are critical factors for Gen Y respondents. In contrast to Gen Y, the Gen X respondents tend to have more awareness toward their needs for financial planning; they have gained enough experience to assess the credibility of the planner and test their assurance; and have higher earnings to afford the financial planners services. Originality/value Findings of this study are novel as it provide first hand picture from an emerging market in South-East Asia. Moreover, the study documents generation gap in financial decision making process.

Personal Financial Planning Industry in Malaysia: A Market Survey

The personal financial planning industry is a young industry in Malaysia. Over the last two decades, financial planners have come a long way to establish a foothold in a highly competitive and regulated finance industry. This study presents the results of a survey on the general public’s understanding about this profession by assessing the impact of five major influential factors on individuals’ intention tohire financial planners’ services. Awareness, acceptability,affordability, accessibility, and assurance are investigated as determinant contributors to such a decision. A structural equation model (SEM) analysis over survey data of almost 500 respondents from various states in Peninsular Malaysia indicates that with the exception of accessibility, all other factors are significantly important. The most critical factoris the acceptability of a financial planning service by the public. The second most critical factor is assurance (trust toplanner), awareness (existence of services), and affordability of financial planners’ services. Our results have policy aswell as industry implications. Awareness-making initiatives by government and policy making central agencies,trust-building behavior by practitioners and financial service providers, professionalism and transparency of practitioners,and competitive rates may lead to a higher penetration of financial planning services in Malaysia.