Service quality evaluation of automobile garages using a structural approach

The Phenomenon and Development of K-Pop: The Relationship between Success Factors of K-Pop and the National Image, Social Network Service Citizenship Behavior, and Tourist Behavioral Intention

This study aims to understand the impact of six success factors of K-pop on the national image of Korea perceived by global viewers and SNS citizenship behavior. In addition, this study seeks to validate the impact of the national image of Korea/SNS citizenship behavior, as defined in the foregoing, on tourist behavioral intention. Our analysis was conducted within the theoretical frameworks of the SERVQUAL, Image Theory, and the Theory of Planned Behavior. To that end, 1247 global viewers (eight countries) who have listened, watched and searched for information on K-pop are surveyed. Four statistical programs (SPSS/SmartPLS/GSCA Pro/JASP) are used for regression analysis and structural equation modeling. The results indicate the following. (1) Four K-pop success factors (producers, casting, producing/promotion, and contents) demonstrate a statistically significant positive influence on national image. (2) Two K-pop success factors (casting and producing/promotion) demonstrate a statistically significant positive influence on SNS citizenship behavior. In addition, K-pop contents has a statistically significant positive influence on SNS citizenship behavior (only in SPSS). (3) National image has a statistically significant positive influence on SNS citizenship behavior; and national image and SNS citizenship behavior have a statistically significant positive influence on tourist behavioral intention. As an exemplary cultural product, K-pop is creating economic added value. It is necessary to establish the measures to integrate K-pop in product planning and PR for sustainable marketing for Hallyu tourism.

Service quality benchmarking of amusement parks using a hybrid approach

Purpose

The purpose of this paper is to develop a framework for benchmarking the service quality of amusement parks.

Design/methodology/approach

A hybrid approach, which is a combination of AHP (analytic hierarchy process) and TOPSIS (Technique for Order Preference by Similarity to Ideal Solution), is applied for service quality benchmarking.

Findings

Amusement parks are centers of attraction at various tourist destinations across the world. Their service quality is constituted by the attainment of certain quality attributes that varies with different parks. For sustaining in the industry, the managers of the parks need to have a good overview of the practices followed by them and their competitors that necessitate benchmarking of the service quality.

Practical implications

The developed framework using the hybrid methodology of AHP and TOPSIS can be applied for comparing different amusement parks based on quality attributes, which will help the organizers in improving their service quality.

Originality/value

The paper identifies various service quality attributes of amusement parks and an evaluation scheme for those attributes had been developed. Based on these, a framework had been developed for benchmarking of service quality of different amusement parks.

Excellence Through Downstream Innovation in Times of Pandemic: Insights from the Auto Sector

The COVID-19 pandemic has disrupted the industrial supply chain globally. The automotive sector in India has also suffered and are trying surviving while reviewing and reinventing business models, structures and processes, to cope with this unprecedented crisis. This study is of an Indian auto OEM major as it focused upon training its downstream partners, to counter a situation of complete lock-down due to the pandemic. The authors attempt to develop a service excellence framework, based upon their unique engagement with 100 plus auto dealers. Critical success factors are identified based on the dynamics between the success factors using the Decision Making Trial and Evaluation Laboratory (DEMATEL) approach. Customer relationship management, service excellence and operations excellence at the dealership level were found to be the key ingredients for survival and success of both the channel partners and the OEM. Service quality benchmarking, People development and Process mapping, were found to be key enablers of excellence in times of crises, creating customer delight and efficient inventory management. Effective communication with staff and inventory management are critical to success, especially in tough times. Customer satisfaction, inventory turnover and revenue from new business are key metrics of success to be focused upon during such times. This is a possible future area for research in managing crises.