Levent Altinay | Oxford Brookes University (original) (raw)
Levent Altinay (PhD, MSc and BSc) is a Professor of Strategy and Entrepreneurship, at Oxford Brookes University Faculty of Business. He is the Editor-in-Chief of the Service Industries Journal (SSCI). His research interests are in the areas of entrepreneurship, strategic alliances and international business. Using primarily qualitative methods as well as mixed methods, he is particularly interested in how entrepreneurs start up and develop their businesses and also how firms establish partnerships internationally. His work has been published in Journal of Business Research, International Small Business Journal, Journal of Small Business Management, Journal of Services Marketing, The Service Industries Journal, Annals of Tourism Research, Tourism Management, Journal of Travel Research and International Journal of Hospitality Management.
He is a visiting Professor at the University of Cagliari, UNICA, Italy; Koc University, Istanbul, Turkey and The L.N. Gumilyov Eurasian National University, Astana, Kazakhstan. Altinay was a member of the Business & Economics Panel in the Research Assessment Exercise (RAE) 2014, organised by the University Grants Committee (UGC) of Hong Kong. He sits on the editorial boards of more than twelve journals including Journal of Business Research, Journal of Services Marketing, Journal of Service Theory and Practice and Management Decision. He has authored/co-authored more than seventy articles and three books. He is the Europe Editor of International Journal of Contemporary Hospitality Management.
Altinay has been invited to give several keynote presentations and seminars in different countries including China, United States, India, Turkey, Kazakhstan (Astana Economic Forum), Romania, Italy and Cyprus on entrepreneurship, strategic partnerships and research methods. He has also chaired/co-chaired four international conferences in emerging economies such as China and India.
Altinay has strong record of attracting blue chip external funding, having secured funding from the ESRC (The Economic and Social Research Council), and the British Academy as well as funding from Hong Kong Polytechnic University and Macau University for an international collaborative project. His ESRC funded project aimed to investigate how entrepreneurs' socio-cultural backgrounds influence the entrepreneurial orientation of firms and how this in turn influences firm growth. This study was conducted with particular reference to Turkish and Chinese small firms in London, operating in a variety of sectors including manufacturing, retailing, and catering. Different stakeholder groups, including the Association of Community Based Advisors have taken the findings of the project on board and started to develop more effective training programmes for ethnic small businesses.
Altinay is currently supervising students conducting research in the areas of entrepreneurship, internationalisation of firms and strategic alliances/partner selection.
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Papers by Levent Altinay
All trademarks used herein are the property of their repective owners, The use of trademarks or b... more All trademarks used herein are the property of their repective owners, The use of trademarks or brand names in this text does not imply any affiliation with or endorsement of this book by such owners.
Journal of Hospitality & Tourism Research
While environmental corporate social responsibility (CSR) has gained increased attention in susta... more While environmental corporate social responsibility (CSR) has gained increased attention in sustainable tourism research, little is known about its impacts on customers in the context of the airlines. This study investigates the impact of environmental CSR on two critical customer outcomes, namely, purchase intention (PI) and switching behavior (SB). In light of the stimulus–organism–response (S-O-R) framework, this study further examines the joint mediating impact of customer equity drivers (CEDs) in the previously mentioned relationships. With a sample of Iranian air travelers, the results of the structural equation model revealed that environmental CSR significantly affects CEDs. While CEDs predict PI, they failed to reduce SB. Hence, CEDs jointly mediate the impact of environmental CSR on PI only. The results of the current study reveal nuances in the service marketing research by extending the impact of environmental CSR on travelers’ PI and SB via CEDs. Theoretical and practic...
Journal of Hospitality Marketing & Management
While a plethora of research examines the antecedents and outcomes of favorable employee-to-custo... more While a plethora of research examines the antecedents and outcomes of favorable employee-to-customer interaction in the hospitality industry, little empirical investigation has been conducted so far to understand the effect of employee-to-customer interaction on customers' social well-being. This omission is particularly intriguing in the context of elderly care homes whereby employee-to-customer interaction is both intense and crucial. Building on a transformative service research perspective, the present study draws on a mixed-methods approach using a sequential quantitative-qualitative design to understand the interface between favorable employee-to-customer interaction, social connectedness, and social well-being. Using data from 267 elderly individuals in care homes combined with data from three focus groups in China, the study confirms the role of favorable employee-tocustomer interaction in enhancing the social connectedness of elderly customers. Both employee-to-customer interaction and social connectedness are also found to positively influence elderly customers' social well-being. Findings from the qualitative study lend support to the proposed theoretical model and further demonstrate how elderly consumers' social well-being is impacted in a transformative way by favorable interactions with employees. Qualitative findings show how both employees and elderly customers deploy different resources to pursue transformative outcomes of value exchange and value cocreation. The study advances transformative service research and suggests implications for policy and managers in elderly care homes and the wider hospitality industry.
Journal of Business Research
A winning business model is the key to business success in today’s fragmented market environment.... more A winning business model is the key to business success in today’s fragmented market environment. However, businesses need to develop their business models overtime to meet the requirements of environmental uncertainties and shifts surrounding the business. Drawing on complexity theory and its related concept of hierarchy, this study advances a systematic approach to theoretically investigate the factors that favourably or adversely affect business model development (BMD), in a hierarchical order. In particular, multiple fuzzy multi-criteria decision making techniques were applied to develop the list of enablers of and barriers to BMD, to determine the priorities among enablers, and to determine the significance of barriers with respect to the main enablers of BMD. The results reveal that organizational form is the most salient enablers of BMD, while type II barriers are the most significant barriers, challenging the development of business models. Implications and future research directions are also provided.
Sustainable Consumer Behaviour and the Environment, 2021
This is a repository copy of Hotels' sustainability practices and guests' familiarity, attitudes ... more This is a repository copy of Hotels' sustainability practices and guests' familiarity, attitudes and behaviours.
International Journal of Hospitality Management, 2021
Journal of Business Research, 2020
Link to publication on Research at Birmingham portal General rights Unless a licence is specified... more Link to publication on Research at Birmingham portal General rights Unless a licence is specified above, all rights (including copyright and moral rights) in this document are retained by the authors and/or the copyright holders. The express permission of the copyright holder must be obtained for any use of this material other than for purposes permitted by law. •Users may freely distribute the URL that is used to identify this publication. •Users may download and/or print one copy of the publication from the University of Birmingham research portal for the purpose of private study or non-commercial research. •User may use extracts from the document in line with the concept of 'fair dealing' under the Copyright, Designs and Patents Act 1988 (?) •Users may not further distribute the material nor use it for the purposes of commercial gain. Where a licence is displayed above, please note the terms and conditions of the licence govern your use of this document. When citing, please reference the published version. Take down policy While the University of Birmingham exercises care and attention in making items available there are rare occasions when an item has been uploaded in error or has been deemed to be commercially or otherwise sensitive.
The Service Industries Journal, 2019
International Journal of Hospitality Management, 2018
Journal of Hospitality Marketing & Management, 2018
This paper focuses on the impact of Market Orientations (MO), Organizational Learning (OL) and Ma... more This paper focuses on the impact of Market Orientations (MO), Organizational Learning (OL) and Market Conditions (MCs) on Firm Growth (FG), within the context of hospitality Small and Medium Enterprises (SMEs) in Malaysia. Entrepreneurs/managers were sampled using cluster-sampling technique and surveyed using a 5-point Likert type scale instrument. The questionnaire's validity was determined by 1) expert opinions, and 2) pilot testing the instrument on a small group of target respondents. A total of 254 completed questionnaires were analysed to test the research model using Structural Equation Modelling approach (SEM) via the Partial Least Squares (PLS) software. The findings reveal that MO has a strong influence on FG and that OL partially mediates the MO-FG relationship. However, MCs have no moderating influence on the OL-FG relationship. The paper then discusses the findings' implications on theory and practice.
Tourism Management Perspectives, 2019
This study aimed to investigate travel motivation and demotivation within a politically unstable ... more This study aimed to investigate travel motivation and demotivation within a politically unstable setting. Using a mixed method approach, namely interviews and social network analysis, the study yields important insights on the nature of travel motivation and demotivation in contexts of political instability as well as on the role of the socio-political environment in determining and reinforcing respective travel behaviour. The paper highlights the need to consider the wider structural factors shaping societies if understanding on travel behaviour in politically unstable environments is to be gained and calls for further research on the dimensions influencing travel-related decision-making.
International Journal of Hospitality Management, 2017
This paper aims to investigate the influence of organizational structure on service innovativenes... more This paper aims to investigate the influence of organizational structure on service innovativeness by testing the moderating roles of learning orientation and inter-functional coordination. This helps to understand how organic structure influences service innovativeness when it is effectively leveraged with favorable organizational factors. Data was collected from 178 hotel managers and executives in Japan and moderated regression analysis was performed to analyze the data. Findings of the study suggest that higher levels of service innovativeness are positively related to higher levels of hotel business performance. In addition, organic structure makes a positive influence on service innovativeness and an increase in the levels of learning orientation boost the effectiveness of organic structure on service innovativeness. Moreover, the positive association between organic structure and service innovativeness become stronger when all firm's functions make an attempt to cooperate and contribute to disseminating customers and competitors' information in the hotels. These findings contribute to understanding how hotel service innovation is affected by service innovativeness, organizational structure, learning orientation and inter-functional coordination.
International Journal of Hospitality Management, 2017
Sustainable island tourism: competitiveness and quality of life, 2016
This chapter offers insights into the paradigm of sustainable tourism by drawing on empirical evi... more This chapter offers insights into the paradigm of sustainable tourism by drawing on empirical evidence from the island of Cyprus. Discussion centres on the interplay of destination competitiveness, seasonality and quality of life. The chapter begins by presenting the theoretical background necessary in framing discussion into the relevant context. Further on, a synopsis of empirical research on the sustainability of island tourism is provided before the chapter introduces the case of Cyprus. Conclusions from selected examples of sustainable tourism practices on Cyprus are given and the chapter ends with recommendations on how sustainable tourism in Cyprus can be better implemented to serve the goals of improved destination competitiveness, seasonality and quality of life.
International Journal of Hospitality Management, 2017
Tourism Management, 2016
Social value through tourism enterprise is co-created. A service-dominant logic explains the co-c... more Social value through tourism enterprise is co-created. A service-dominant logic explains the co-creation process. Resource needs and mobilisation strategies are identified.
Journal of Business Research, 2016
This study aims to craft and test a theory by examining the combinations of causal antecedents fo... more This study aims to craft and test a theory by examining the combinations of causal antecedents for predicting intention to purchase tourism weather insurance (IPTWI) and destination loyalty. Weather expectation, disconfirmation, perceived risk, and visit time are used as ingredients of complex configurations. To assess occurrences of both positive and negative contrarian cases, cross-tabulations were performed with data from tourists who traveled to a Mediterranean island (North Cyprus). Asymmetrical fuzzy set Qualitative Comparative Analysis (fsQCA) data analyses were run to identify recipes of antecedent conditions for predicting high scores in IPTWI and loyalty. Results from fsQCA support the major tenets of complexity theory. Apart from fit validity of the measurement model, evidence of predictive validity of algorithm models is provided. This study tests an empirical model with complexity theory that contributes to the literature by providing new insights into the configural conditions indicating high score for IPTWI and loyalty, which is useful for proposing new risk-attached services (e.g., tourism weather insurance).
Journal of Services Marketing, 2014
Purpose– This paper aims to evaluate the antecedents of franchise relationship development from t... more Purpose– This paper aims to evaluate the antecedents of franchise relationship development from the perspective of a sample of Chinese and Turkish franchisees.Design/methodology/approach– This study explores relationship development through semi-structured interviews with Chinese and Turkish franchisees.Findings– The findings of the study demonstrated that both the culturally adapted role performance of franchisors and communication geared towards knowledge transfer contribute to relationship development with franchisees.Research limitations/implications– This exploratory study evaluated the influence of role performance and communication as factors influencing relationship development. Further research could explore other factors in other countries and industries.Practical implications– To build and develop long-term relationships with franchisees, franchisors need to invest in continuously improving their franchise infrastructures and enhancing their brand reputations. Communicati...
International Journal of Hospitality Management, 2015
99m Tc-tetrofosmin single photon emission computed tomography (99m Tc-tetrofosmin SPECT) has an i... more 99m Tc-tetrofosmin single photon emission computed tomography (99m Tc-tetrofosmin SPECT) has an important role in the assessment of coronary artery disease. Despite being its main indication, this study does not only evaluate myocardial perfusion, but much more. Moreover, during the SPECT acquisition, the field area covered includes many important organs of the thorax and abdomen, so extracardiac abnormalities can be observed. The correct etiologic diagnosis of them is only possible if we understand how 99m Tc-tetrofosmin works and make a comprehensive investigation of the clinical history of the patient.
Tourism Economics, 2006
Tourism is one of the world's largest and fastest growing industries, and tourism planning is... more Tourism is one of the world's largest and fastest growing industries, and tourism planning is regarded as a prerequisite for success. ‘Political instability’ is a complex term, open to various interpretations, which applies to a number of countries worldwide. The implications for tourism of political instability are significant. This paper investigates tourism planning and the effects of political instability in Lebanon, and discusses how countries in such a situation can increase their potential for successful tourism development. A possible solution through the use and practice of crisis management is suggested, as this approach may help to prepare nations better for unexpected instability and the uncertainty of the future.
All trademarks used herein are the property of their repective owners, The use of trademarks or b... more All trademarks used herein are the property of their repective owners, The use of trademarks or brand names in this text does not imply any affiliation with or endorsement of this book by such owners.
Journal of Hospitality & Tourism Research
While environmental corporate social responsibility (CSR) has gained increased attention in susta... more While environmental corporate social responsibility (CSR) has gained increased attention in sustainable tourism research, little is known about its impacts on customers in the context of the airlines. This study investigates the impact of environmental CSR on two critical customer outcomes, namely, purchase intention (PI) and switching behavior (SB). In light of the stimulus–organism–response (S-O-R) framework, this study further examines the joint mediating impact of customer equity drivers (CEDs) in the previously mentioned relationships. With a sample of Iranian air travelers, the results of the structural equation model revealed that environmental CSR significantly affects CEDs. While CEDs predict PI, they failed to reduce SB. Hence, CEDs jointly mediate the impact of environmental CSR on PI only. The results of the current study reveal nuances in the service marketing research by extending the impact of environmental CSR on travelers’ PI and SB via CEDs. Theoretical and practic...
Journal of Hospitality Marketing & Management
While a plethora of research examines the antecedents and outcomes of favorable employee-to-custo... more While a plethora of research examines the antecedents and outcomes of favorable employee-to-customer interaction in the hospitality industry, little empirical investigation has been conducted so far to understand the effect of employee-to-customer interaction on customers' social well-being. This omission is particularly intriguing in the context of elderly care homes whereby employee-to-customer interaction is both intense and crucial. Building on a transformative service research perspective, the present study draws on a mixed-methods approach using a sequential quantitative-qualitative design to understand the interface between favorable employee-to-customer interaction, social connectedness, and social well-being. Using data from 267 elderly individuals in care homes combined with data from three focus groups in China, the study confirms the role of favorable employee-tocustomer interaction in enhancing the social connectedness of elderly customers. Both employee-to-customer interaction and social connectedness are also found to positively influence elderly customers' social well-being. Findings from the qualitative study lend support to the proposed theoretical model and further demonstrate how elderly consumers' social well-being is impacted in a transformative way by favorable interactions with employees. Qualitative findings show how both employees and elderly customers deploy different resources to pursue transformative outcomes of value exchange and value cocreation. The study advances transformative service research and suggests implications for policy and managers in elderly care homes and the wider hospitality industry.
Journal of Business Research
A winning business model is the key to business success in today’s fragmented market environment.... more A winning business model is the key to business success in today’s fragmented market environment. However, businesses need to develop their business models overtime to meet the requirements of environmental uncertainties and shifts surrounding the business. Drawing on complexity theory and its related concept of hierarchy, this study advances a systematic approach to theoretically investigate the factors that favourably or adversely affect business model development (BMD), in a hierarchical order. In particular, multiple fuzzy multi-criteria decision making techniques were applied to develop the list of enablers of and barriers to BMD, to determine the priorities among enablers, and to determine the significance of barriers with respect to the main enablers of BMD. The results reveal that organizational form is the most salient enablers of BMD, while type II barriers are the most significant barriers, challenging the development of business models. Implications and future research directions are also provided.
Sustainable Consumer Behaviour and the Environment, 2021
This is a repository copy of Hotels' sustainability practices and guests' familiarity, attitudes ... more This is a repository copy of Hotels' sustainability practices and guests' familiarity, attitudes and behaviours.
International Journal of Hospitality Management, 2021
Journal of Business Research, 2020
Link to publication on Research at Birmingham portal General rights Unless a licence is specified... more Link to publication on Research at Birmingham portal General rights Unless a licence is specified above, all rights (including copyright and moral rights) in this document are retained by the authors and/or the copyright holders. The express permission of the copyright holder must be obtained for any use of this material other than for purposes permitted by law. •Users may freely distribute the URL that is used to identify this publication. •Users may download and/or print one copy of the publication from the University of Birmingham research portal for the purpose of private study or non-commercial research. •User may use extracts from the document in line with the concept of 'fair dealing' under the Copyright, Designs and Patents Act 1988 (?) •Users may not further distribute the material nor use it for the purposes of commercial gain. Where a licence is displayed above, please note the terms and conditions of the licence govern your use of this document. When citing, please reference the published version. Take down policy While the University of Birmingham exercises care and attention in making items available there are rare occasions when an item has been uploaded in error or has been deemed to be commercially or otherwise sensitive.
The Service Industries Journal, 2019
International Journal of Hospitality Management, 2018
Journal of Hospitality Marketing & Management, 2018
This paper focuses on the impact of Market Orientations (MO), Organizational Learning (OL) and Ma... more This paper focuses on the impact of Market Orientations (MO), Organizational Learning (OL) and Market Conditions (MCs) on Firm Growth (FG), within the context of hospitality Small and Medium Enterprises (SMEs) in Malaysia. Entrepreneurs/managers were sampled using cluster-sampling technique and surveyed using a 5-point Likert type scale instrument. The questionnaire's validity was determined by 1) expert opinions, and 2) pilot testing the instrument on a small group of target respondents. A total of 254 completed questionnaires were analysed to test the research model using Structural Equation Modelling approach (SEM) via the Partial Least Squares (PLS) software. The findings reveal that MO has a strong influence on FG and that OL partially mediates the MO-FG relationship. However, MCs have no moderating influence on the OL-FG relationship. The paper then discusses the findings' implications on theory and practice.
Tourism Management Perspectives, 2019
This study aimed to investigate travel motivation and demotivation within a politically unstable ... more This study aimed to investigate travel motivation and demotivation within a politically unstable setting. Using a mixed method approach, namely interviews and social network analysis, the study yields important insights on the nature of travel motivation and demotivation in contexts of political instability as well as on the role of the socio-political environment in determining and reinforcing respective travel behaviour. The paper highlights the need to consider the wider structural factors shaping societies if understanding on travel behaviour in politically unstable environments is to be gained and calls for further research on the dimensions influencing travel-related decision-making.
International Journal of Hospitality Management, 2017
This paper aims to investigate the influence of organizational structure on service innovativenes... more This paper aims to investigate the influence of organizational structure on service innovativeness by testing the moderating roles of learning orientation and inter-functional coordination. This helps to understand how organic structure influences service innovativeness when it is effectively leveraged with favorable organizational factors. Data was collected from 178 hotel managers and executives in Japan and moderated regression analysis was performed to analyze the data. Findings of the study suggest that higher levels of service innovativeness are positively related to higher levels of hotel business performance. In addition, organic structure makes a positive influence on service innovativeness and an increase in the levels of learning orientation boost the effectiveness of organic structure on service innovativeness. Moreover, the positive association between organic structure and service innovativeness become stronger when all firm's functions make an attempt to cooperate and contribute to disseminating customers and competitors' information in the hotels. These findings contribute to understanding how hotel service innovation is affected by service innovativeness, organizational structure, learning orientation and inter-functional coordination.
International Journal of Hospitality Management, 2017
Sustainable island tourism: competitiveness and quality of life, 2016
This chapter offers insights into the paradigm of sustainable tourism by drawing on empirical evi... more This chapter offers insights into the paradigm of sustainable tourism by drawing on empirical evidence from the island of Cyprus. Discussion centres on the interplay of destination competitiveness, seasonality and quality of life. The chapter begins by presenting the theoretical background necessary in framing discussion into the relevant context. Further on, a synopsis of empirical research on the sustainability of island tourism is provided before the chapter introduces the case of Cyprus. Conclusions from selected examples of sustainable tourism practices on Cyprus are given and the chapter ends with recommendations on how sustainable tourism in Cyprus can be better implemented to serve the goals of improved destination competitiveness, seasonality and quality of life.
International Journal of Hospitality Management, 2017
Tourism Management, 2016
Social value through tourism enterprise is co-created. A service-dominant logic explains the co-c... more Social value through tourism enterprise is co-created. A service-dominant logic explains the co-creation process. Resource needs and mobilisation strategies are identified.
Journal of Business Research, 2016
This study aims to craft and test a theory by examining the combinations of causal antecedents fo... more This study aims to craft and test a theory by examining the combinations of causal antecedents for predicting intention to purchase tourism weather insurance (IPTWI) and destination loyalty. Weather expectation, disconfirmation, perceived risk, and visit time are used as ingredients of complex configurations. To assess occurrences of both positive and negative contrarian cases, cross-tabulations were performed with data from tourists who traveled to a Mediterranean island (North Cyprus). Asymmetrical fuzzy set Qualitative Comparative Analysis (fsQCA) data analyses were run to identify recipes of antecedent conditions for predicting high scores in IPTWI and loyalty. Results from fsQCA support the major tenets of complexity theory. Apart from fit validity of the measurement model, evidence of predictive validity of algorithm models is provided. This study tests an empirical model with complexity theory that contributes to the literature by providing new insights into the configural conditions indicating high score for IPTWI and loyalty, which is useful for proposing new risk-attached services (e.g., tourism weather insurance).
Journal of Services Marketing, 2014
Purpose– This paper aims to evaluate the antecedents of franchise relationship development from t... more Purpose– This paper aims to evaluate the antecedents of franchise relationship development from the perspective of a sample of Chinese and Turkish franchisees.Design/methodology/approach– This study explores relationship development through semi-structured interviews with Chinese and Turkish franchisees.Findings– The findings of the study demonstrated that both the culturally adapted role performance of franchisors and communication geared towards knowledge transfer contribute to relationship development with franchisees.Research limitations/implications– This exploratory study evaluated the influence of role performance and communication as factors influencing relationship development. Further research could explore other factors in other countries and industries.Practical implications– To build and develop long-term relationships with franchisees, franchisors need to invest in continuously improving their franchise infrastructures and enhancing their brand reputations. Communicati...
International Journal of Hospitality Management, 2015
99m Tc-tetrofosmin single photon emission computed tomography (99m Tc-tetrofosmin SPECT) has an i... more 99m Tc-tetrofosmin single photon emission computed tomography (99m Tc-tetrofosmin SPECT) has an important role in the assessment of coronary artery disease. Despite being its main indication, this study does not only evaluate myocardial perfusion, but much more. Moreover, during the SPECT acquisition, the field area covered includes many important organs of the thorax and abdomen, so extracardiac abnormalities can be observed. The correct etiologic diagnosis of them is only possible if we understand how 99m Tc-tetrofosmin works and make a comprehensive investigation of the clinical history of the patient.
Tourism Economics, 2006
Tourism is one of the world's largest and fastest growing industries, and tourism planning is... more Tourism is one of the world's largest and fastest growing industries, and tourism planning is regarded as a prerequisite for success. ‘Political instability’ is a complex term, open to various interpretations, which applies to a number of countries worldwide. The implications for tourism of political instability are significant. This paper investigates tourism planning and the effects of political instability in Lebanon, and discusses how countries in such a situation can increase their potential for successful tourism development. A possible solution through the use and practice of crisis management is suggested, as this approach may help to prepare nations better for unexpected instability and the uncertainty of the future.
Service Industries Journal, 2009
This paper explores employees’ reactions to the management of post-merger cultural integration in... more This paper explores employees’ reactions to the management of post-merger cultural integration in the hotel industry. Using a mixed method design incorporating a structured card sort of possible emotions and subsequent in-depth interview, data were collected from 30 Head Office employees. Findings highlight the importance of the human dynamics of a merger, emphasising the importance of strong leadership, open and honest communication as pre-cursors to integration and suggest the need for a pre-merger cultural audit. Merging two organisations involves the dedication of a remarkable level of resources and activities both before and after the merger and yet, a successful outcome is uncertain and is subject to effective management of cultural integration.
Journal of Small Business Management, Jan 2014
This article explores the influence of culture on trust judgments in customer relationship develo... more This article explores the influence of culture on trust judgments in customer relationship development by ethnic minority small businesses (EMSBs). Chao and Moon's (2005) ‘cultural mosaic’ of overlapping ‘cultural tiles’ is used to develop a generic conceptual model regarding the relationships between multiple cultural identities, trust and customer relationship development. Drawing on qualitative data from semi-structured interviews with 134 Turkish EMSBs in London (UK), our findings contribute to the understanding of how different cultural tiles influence dimensions of trust judgments in relationship development between EMSBs and different customer groups. Seven propositions and a theoretical framework regarding these relationships are offered for future research.
The Service Industries Journal, 2021
In view of unprecedented severe impact of the COVID-19 on micro-, meso-, and macro-levels of the ... more In view of unprecedented severe impact of the COVID-19 on micro-,
meso-, and macro-levels of the service sector around the world, the
Service Industries Journal initiated this special issue, approaching
from transformative service research perspective (TSR) to address
the issues associated with this pandemic and identify remedies
and business recovery strategies for this sector. The special issue
includes six articles. Three are focused on conceptualising social
distancing and discussing its influence on customers and service
providers. Moving beyond the social distancing focus, Paper 4
addressed the impact of mask wearing on customer response.
Elevated to the organisational level, Paper 5 discusses how
service quality may affect customers’ health-focused behaviours.
Consistent with the meso-level discussion, Paper 6 proposes
business strategies for service organisations to be resilient and
sustain in this pandemic. Discussion of implications and
suggestions for future research concludes this editorial.
Journal of Sustainable Tourism, 2020
This study investigates the effects of hotel’s sustainability practices in three areas of sustain... more This study investigates the effects of hotel’s sustainability practices in
three areas of sustainability and familiarity with those practices on hotel
guest satisfaction and loyalty in the Kazakhstan hotel industry. Using a
structural equation modelling (SEM) and fuzzy-set Qualitative
Comparative Analysis (fsQCA), findings reveal that social and environmental dimensions play positive roles on guests’ satisfaction and loyaltywhile the economic dimension and familiarity are not significantly
related to guest loyalty, although they are likely to improve guest satisfaction. Furthermore, results of the analysis of the necessary conditions to achieve the expected model outcomes indicate that all three sustainability dimensions are necessary for sustainability efforts to have themost positive effect on guest satisfaction and loyalty. Results also indicate that although familiarity alone is insufficient, its combination with the social dimension increases guest satisfaction and loyalty. Findings provide theoretical and practical insights into sustainability practices in the hotel industry.
International Journal of Contemporary Hospitality Management, 2019
Purpose This study aims to provide a theoretical account of the nexus of religion and entrepreneu... more Purpose This study aims to provide a theoretical account of the nexus of religion and entrepreneurship in hospitality and tourism (H&T) by considering the influences of religion on entrepreneurial motivation, acquisition of resources for entrepreneurship and entrepreneurial behaviour. Design/methodology/approach The authors synthesise research and theory on religion and entrepreneurship and apply it within H&T, taking into account the specificities of the industry. Specifically, they pooled together relevant theory and empirical research findings which they summarised to identify points of convergence and divergence, before refining the data to allow for further theoretical insights to be gained. Findings The authors suggest that religion may positively or negatively influence entrepreneurship; in particular, they identify various modes of religion influences, which offer insights into how religion may encourage, sustain and amplify entrepreneurship or alternatively inhibit entrepreneurship. Originality/value Religion offers an important yet underused lens for understanding the activities and mechanisms influencing entrepreneurship in the rapidly evolving H&T industry. This study identifies different aspects of the two multidimensional and interdisciplinary concepts of religion and entrepreneurship and offers new insights into the relationship between the two within the context of H&T.
Tourism Management Perspectives, 2019
This study aimed to investigate travel motivation and demotivation within a politically unstable ... more This study aimed to investigate travel motivation and demotivation within a politically unstable setting. Using a mixed method approach, namely interviews and social network analysis, the study yields important insights on the nature of travel motivation and demotivation in contexts of political instability as well as on the role of the socio-political environment in determining and reinforcing respective travel behaviour. The paper highlights the need to consider the wider structural factors shaping societies if understanding on travel behaviour in politically unstable environments is to be gained and calls for further research on the dimensions influencing travel-related decision-making.
Springer, 2022
This book provides a holistic approach to understand the challenges and opportunities related to ... more This book provides a holistic approach to understand the challenges and opportunities related to the planning and management of sustainable development in tourism. The editors present a collection of empirical studies, best-practice cases, and theoretical discussions to draw insights on the economic, social, environmental, and political dimensions of sustainability. Specifically, using a range of case studies examining sustainability applications within various tourism industry sectors as well as different geographical regions, this book is of value to tourism policymakers, practitioners, academicians, and students, encouraging them to develop proactive behavior. This publication represents an up-to-date, innovative guide in helping readers understand the challenges facing sustainable tourism development and implementation as well as the potential opportunities for both developed and developing nations in pursuing sustainability goals in their tourism plans.