Sheng-Fang Chou

An Empirical Examination of the Form of Relationship Between Sustainable Tourism Experiences and Satisfaction

This paper problematizes the terms “sustainable tourism and satisfaction”. It conceptualizes sustainable tourism as a future trend in tourism and argues that although sustainable tourism and satisfaction frequently function as a means of tourist evaluation and experience for attractions, their social significance extends far beyond current tourism planning. This paper uses empirical material from 642 tourists who had sustainable tourism experiences and gathers samples from several natural resource conservation zones in Taiwan. If tourists feel a sense of novelty about a tourist destination, they may increase their sustainable experience and further enhance their willingness and satisfaction toward sustainable tourism. In addition, sustainable tourism studies suggest that novelty enhances emotional excitement, which in turn leads to more overall valuable evaluations and higher satisfaction. This paper tests both direct and indirect mechanisms simultaneously using structural equation modeling methods. The results support the predictions.

How “quality” determines customer satisfaction

Purpose – The purpose of this paper is to develop a research framework to explain the relationship between overall restaurant quality and customer satisfaction. Design/methodology/approach – To test this model, the authors deploy 48 mystery shoppers to evaluate 496 Taiwanese restaurants. Further, the authors performed two different regression models and performing the Baron and Kenny (1986) procedure to test the hypotheses. Findings – This study investigates whether restaurants are susceptible to the quality and level of restaurant service, and the restaurant’s physical atmosphere. Further, this study investigates whether these two constructs are likely to improve customers’ perception of restaurant quality, and whether such a strategy may also lead to customers’ satisfaction and facilities word-of-mouth recommendations. Practical implications – The evidence suggests that the construct of “restaurant service” and “physical atmosphere” are strong determinant of improving customers’ perception of overall qu...

Does corporate image really enhance consumer’s behavioural intentions?

ABSTRACT This study determines that cognitive image and affective image have various mediation roles between the environmental marketing strategy and behavioural intentions. By utilizing an online survey for data collection, a total of 280 complete responses were obtained. The results reveal that the different corporate images perceived by customers would result in various behavioural intentions. In particular, Cognitive image plays a mediating role between environmental marketing strategy and the revisit intension while environmental marketing strategy benefits the willingness to pay a premium through cognitive image.

How to create competitive advantage: the moderate role of organizational learning as a link between shared value, dynamic capability, differential strategy, and social capital

ABSTRACT Based on the organizational strategy and capability perspective, we theorized a serial mediation-moderation analysis that links critical beneficial attributes of dynamic capabilities, differential strategies, social capital, shared goals, and organizational learning to creating competitive advantage. Results from a survey of 328 travel agencies were analysed to support our hypotheses. We found that travel agencies’ shared goals may influence competitive advantage through the characteristics of dynamic capability development, differential strategy implications, and social capital accumulation. We also found that organizational learning is the most critical attribute for improving the relationships between shared goals, dynamic capabilities, and social capital to achieve competitive advantage. The implications of these findings for managerial and theoretical frameworks are also discussed.

Developing a sustainable service innovation framework for the hospitality industry

Purpose This study aims to determine essential attributes of Sustainable Service Innovation (SSI) in the Taiwan hospitality industry. Design/methodology/approach By combining qualitative and quantitative methodologies while considering perspectives on sustainable management and service innovation, the present study extends the related literature on sustainable service innovation and presents a new framework. The Decision-Making Trail and Evaluation Laboratory (DEMATEL) analytical approaches are employed to identify relations between dimensions and their causality attributes. Findings The findings of the DEMATEL result indicate that innovation diffusion has direct and indirect effects on dimensions of sustainable innovation and on organizational factors. Furthermore, sustainable innovation emerged as the most important attribute while the ANP analysis was employed. Practical implications The critical dimensions identified in this study may serve as guidelines that hospitality practitioners or hotel manager...

A Widely Ranges of Social Relations Extension of Different Impacts on Knowledge Creation

A proposed theoretical framework for the study of social relationships and knowledge creation includes both benefits and costs of social relations expansion over different phases of social capital accumulation and extension. In a sample of research hypothesis tests, the results strongly supported predictions of a horizontal, inversed S-shaped relationship between social capital and knowledge creation. Furthermore, individuals accumulating experience would achieve greater advantage from gaining in maintaining the social relations and improving the performance of knowledge create. The framework and findings highlight the complexity and temporal dynamics in social activities.