Quality function deployment: An extended framework for service quality and customer satisfaction in the hospitality industry

Research on service quality and customer satisfaction has become significant in the hospitality industry. Nonetheless, most previously proposed or introduced research paradigms have focused exclusively on customers without equally emphasizing the intra-organizational service generation and delivery processes. In contrast, this study considers both external and internal service management issues and subsequent service innovations based on the framework of Quality Function Deployment (QFD). QFD and its relationship to similar concepts are explained. Next, this study provides an overview of the QFD process and develops a hypothetical application in the lodging industry in order to illustrate future application and analysis strategies. Some benefits and disadvantages of the QFD process are discussed as compared to extant service quality and customer satisfaction paradigms. Finally, suggestions and directions are offered for future applications, with particular interest in hospitality-specific service management issues.     

Consumer adoption of the Uber mobile application: Insights from diffusion of innovation theory and technology acceptance model

ABSTRACT

The sharing economy literature has largely concentrated on the examination of peer-to-peer accommodation platforms such as Airbnb, with little attention paid on other innovations in collaborative consumption. This study investigates consumer adoption of the Uber mobile application through lenses of two theoretical models – Diffusion of Innovation Theory and Technology Acceptance Model. The results suggest that relative advantage, compatibility, complexity, observability, and social influence have a significant influence on both perceived usefulness and perceived ease of use, which in turn lead to subsequent consumer attitudes and adoption intentions. This study demonstrates the integration of the two classic adoption theories.