Perceived innovativeness of drone food delivery services and its impacts on attitude and behavioral intentions: The moderating role of gender and age

Word-of-mouth, buying, and sacrifice intentions for eco-cruises: Exploring the function of norm activation and value-attitude-behavior

Despite the notable growth of the halal tourism market on the global stage, little research has been offered to observe the intricate procedures involved in Muslim tourists' behaviour toward a non-OIC (‘Organization of Islamic Cooperation’) destination. This study aimed to investigate such behaviour formation by examining the relationships among halal-friendly destination performances, perceived value, destination satisfaction, destination trust, and destination loyalty. A psychometric analytical process was employed to achieve this goal. The findings of the structural analysis revealed that halal-friendly destination performances highly and positively associated with the responsiveness developed constructs, which significantly contribute to predict Muslim tourists' attitudes and future desire toward a destination. In addition, the moderator effect of an overall halal-friendly destination image was evaluated on the conceptual model. Implications for tourism destination developers and marketers are discussed.

Role of halal-friendly destination performances, value, satisfaction, and trust in generating destination image and loyalty

This study aims to explore the relationships among tourist experience quality, perceived value, perceived price reasonableness, tourist satisfaction with tour experience, and loyalty to an island d...

Tourist experience quality and loyalty to an island destination: the moderating impact of destination image

This study aimed to uncover the role of an airline’s environmental corporate social responsibility in conjunction with building loyalty intentions of its customers while considering the mediating i...

Environmental corporate social responsibility and the strategy to boost the airline’s image and customer loyalty intentions

Effective destination advertising: Matching effect between advertising language and destination type

This study investigates the impact of signaling on customers’ evaluations of service qualities, customer satisfaction and revisit intentions in times of service failures. Open kitchen desig...

Can signaling impact customer satisfaction and behavioral intentions in times of service failure?: evidence from open versus closed kitchen restaurants

This study examined the effectiveness of comparative appeals in destination advertising through an experiment with a randomized paired comparison design. Both cognitive and affective responses were measured toward comparative versus non-comparative advertising of a ski resort. The findings demonstrate that respondents viewed comparative advertising to be more persuasive than non-comparative advertising. However, their attitudes were less favorable toward comparative advertising for destinations. More specifically, comparative advertising was found to be more persuasive in the advertising of famous destinations rather than unknown destinations. Further, comparative advertising was more effective for those who were aware of the advertised destination than those who were not.

"To compare or not to compare?": Comparative appeals in destination advertising of ski resorts

Purpose




This study aims to investigate, when a service failure occurs, whether circumstantial cues could be used to encourage more positive responses by customers toward restaurants through the mediation of causal attribution.




Design/methodology/approach




A 2 (cause of service failure: easily observable vs difficult-to-observe) × 2 (kitchen design: open vs closed) between-subject experiment is used to analyze customers’ causal attributions of service failures and resultant responses.




Findings




When a service failure whose cause is easy to identify occurs, customers at open-kitchen restaurants show more negative responses than those at closed-kitchen restaurants because they are likely to attribute the responsibility to the restaurant. Attribution is confirmed to mediate the relationship between the interaction of service failure by kitchen design and customers’ responses.




Practical implications




Diverse circumstantial cues should be actively used to encourage more positive responses by customers. The mediating role of causal attribution should be considered in managing customers’ responses toward service failures.




Originality/value




This study finds that circumstantial cues could be useful in dealing with service failures in restaurants by confirming the mediating role of causal attribution.

Jaemun Byun

Papers

Effective destination advertising: Matching effect between advertising language and destination type

Can signaling impact customer satisfaction and behavioral intentions in times of service failure?: evidence from open versus closed kitchen restaurants

"To compare or not to compare?": Comparative appeals in destination advertising of ski resorts

Open kitchen vs closed kitchen: does kitchen design affect customers' causal attributions of the blame for service failures?

Effective promotions for membership subscriptions and renewals to tourist attractions: Discount vs. bonus