Relationships and impacts of service quality,perceived value,customer satisfaction,and image: an empirical study

In today's world of intense competition, satisfying customers is only the base line and may not be sufficient for survival. Management should focus on gaining customer loyalty by enhancing customer perceptions of service quality and increasing as perceived by the consumer value. Although previous studies have addressed the importance of service quality, satisfaction, perceived value, and image, the precise nature of the relationships that exist between these constructs and the understanding of their effect on customer behaviour still remains a key issue. This empirical study seeks to understand the relationships that exist between service quality and perceived value and how they impact customer satisfaction, corporate image, and behavioural intentions. The proposed model indicates that delivering high quality service and creating superior customer value can result in achieve high customer satisfaction, thus effecting the firm's corporate image, and ultimately leading to consumer retention.     

Impacts of Rising Energy Prices on Saskatchewan Agriculture

Fuel and fertilizers are major energy-related inputs used in the production of food in Saskatchewan. Impacts of rising prices of energy-related inputs on Saskatchewan agriculture are estimated with the help of a quadratic programming model of the agriculture sector, using a comparative statics approach. The model predicts that increased energy prices would cause decreases in the level of production, product demand, energy use, consumer surplus, and net returns over energy-related inputs. An increase in product prices and a large decrease in the production of low-value crops (oats and barley) are predicted. The decline in production can be attributed to the estimated large decrease in fertilizer consumption. Unless appropriate government policies are designed to deflect the above impacts, producers would experience a decline in purchasing power and a resultant drop in living standards. The practice of summerfallowing is expected to become more attractive under a regime of rising energy prices, which may have long-run implications for increasing soil degradation on the Prairies. Parmi les facteurs de production qui supposent un apport ?énergie, le carburant et les engrais jouent un rôle majeur dans la production alimentaire en Saskatchewan. Nous avons évalué les incidences de ?augmentation des prix de ces facteurs de production sur le secteur agricole de cette province canadienne, avec ?aide ?un modèle quadratique du secteur agricole et ?une méthode de statique comparative. Les résultats obtenus laissent prévoir qu'une augmentation des prix de ?énergie provoquera une baisse de la production, de la demande, de ?utilisation ?énergie, des excédents à la consommation et des revenus nets par rapport à ?utilisation des facteurs de production supposant un apport ?énergie. On peut également prévoir une augmentation des prix des produits et une importante baisse de la production de cultures de faible valeur (avoine et orge). Cette baisse de la production pourrait être attribuable à ?importante baisse estimative de la consommation ?engrais. A moins que le gouvernement ne parvienne, au moyen de politiques appropriées, a empêcher les effets susmentionnés, les producteurs subiront une réduction de leur pouvoir ?achat et, par ricochet, une baisse de leur niveau de vie. Le recours à la jachère estivale devrait paraître plus attrayant dans des conditions de hausse des prix de ?énergie, ce qui pourrait avoir des incidences à long terme sur ?augmentation de la dégradation des sols dans les Prairies.     

Co-opetition and Technological Innovation in Small and Medium-Sized Enterprises: A Multilevel Conceptual Model

Small and Medium-Sized Enterprises (SMEs) face tremendous challenges in their attempt to pursue technological innovations. This paper argues that co-opetition strategy—simultaneous pursuit of competition and collaboration—helps SMEs to develop their ability to effectively pursue technological innovations. We developed a multilevel conceptual model consisting of factors at the industry, dyadic, and firm level to understand the drivers of co-opetition and discuss benefits and costs of co-opetition for SMEs. We believe that this paper will stimulate future conceptual and empirical research on this important topic and has implications for SME managers and policymakers.     

Social capital in Malaysian homestays: exploring hosts’ social relations

This paper explores social capital among Malaysian homestay providers. More specifically, this work focuses on the social relationships between (a) the homestay providers and their family members; (b) the homestay providers and other accommodation providers; and (c) the homestay providers and other members of the community not involved in the homestay business. Despite the conspicuous body of knowledge on social capital in the social sciences and the increasing number of studies on social capital in tourism, little is known on whether and how homestays contribute to increase levels of social capital among the host families and between the host families and other members of the community in Malaysia. In an attempt to fill in this gap in knowledge, a qualitative study was conducted in a Malaysian homestay programme to explore hosts’ social relationships. One of the findings of the study is that homestay contributes to strengthen social capital among certain groups of the host community. However, as communities are constituted by heterogeneous groups with diverse interests, the dynamics of social capital and conflict vary according to the different groups of the host community.     

The Influence of a Hotel Firm's Quality of Service and Image and its Effect on Tourism Customer Loyalty

The aim of this article is to understand the influence of hotel service quality and corporate image on tourism customer loyalty. Data were collected from tourists at several sight-seeing locations in Mauritius. The study sample comprised guests of various hotels in Mauritius who were randomly approached and invited to participate in a survey on the hotel's services. The study findings suggest that it is the quality of service and the corporate image of the hotel that jointly influence tourism customers' loyalty. Although the study findings do not indicate a direct relationship between service quality and loyalty, it is the consistent quality of service that creates and sustains the image of the hotel which, ultimately, results in tourism customer loyalty. This would therefore suggest that tourism customer loyalty is dependent on a hotel's ability to consistently deliver service quality.     

Heritage Tourism in Rural Areas: Challenges for Improving Socio-economic Impacts

Many developing countries seek to utilize cultural heritage sites as resources for socio-economic development through heritage tourism. When rural area is the context of heritage tourism, effort is needed to establish linkages between tourism and the local economy by addressing the following issues: lack of skilled human resources, capital, access to credits, and other assistance; leakages; and dominance of urban players. This paper examines the impacts of heritage tourism on rural livelihoods using Borobudur in Central Java, Indonesia, as the case study. Further, it proposes rural industry promotion as one of the ways to establishing better linkages to tourism.     

Redefining Rural Tourism in Malaysia: A Conceptual Perspective

There is little consensus on the definition for rural tourism. Researchers from different countries have developed their own definitions based on their unique experiences or contexts. In Malaysia, the current definition for rural tourism is rather vague, narrow and focuses on homestay programmes in rural areas. As rural tourism is an important component of the tourism industry in Malaysia, there is a need to redefine what rural tourism is, so that it encompasses the multiple dimensions and complexities. Hence, this paper proposes to redefine rural tourism in Malaysia. The objective was achieved through a content analysis of the different definitions used in selected developed and developing economies that were available in the published literature. With the clear understanding of what rural tourism should ideally encompass, the findings from the study can be used to guide the Malaysian Government in re-positioning rural tourism as a key niche industry and boost the tourism industry higher up the value chain.     

Impact of coopetition in the alliance portfolio and coopetition experience on firm innovation

This paper examines two interrelated questions: to what extent does coopetition in a firm's alliance portfolio impact the firm's innovation performance? And to what extent does a firm's coopetition experience influence the relationship between coopetition in the alliance portfolio and innovation performance? Conceptually, we advance the concepts of balanced coopetition in a firm's alliance portfolio and coopetition experience and suggest that both balanced coopetition and coopetition experience contribute to firm's innovation outcomes. Results based on a longitudinal data of firms from the semiconductor industry show that moderate to high levels of balanced-strong coopetition in a firm's alliance portfolio positively impact the firm's coopetition-based innovation performance. Further, coopetition experience contributes to innovation performance and positively moderates the relationship between balanced-strong coopetition and innovation performance.     

Managing heritage tourism in Toraja: strengthening local values and improving tourists’ experiences

Toraja, South Sulawesi, Indonesia, is a tourist destination known best for its ethnicity and was one of the main tourist destinations in Indonesia during the 1990s. Since 2011, the government has again designated Toraja a priority strategic tourism area in its national tourism development plan. This case study describes opportunities for, and issues associated with, heritage tourism in Toraja and explores community perspectives on tourism. The fieldwork data and secondary data were used in preparing the detailed plan for the National Tourism Strategic Area of Toraja (KSPN Toraja). The opportunities for heritage tourism in Toraja include, among others, an emerging Asian market, better transport access to the region, and central government resources and programs to complement those of the local government. The core issues of local community concern include the need to conserve Torajan heritage and to strengthen local values; develop and nurture culture alongside tourism; balance heritage conservation with tourism; and the need for better interpretation to convey local wisdom to enhance the visitor experience.