Business, Enterprise & Management
Permanent URI for this collectionhttps://eresearch.qmu.ac.uk/handle/20.500.12289/5
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Item Unlocking Scotland’s Tourism Potential: How Perceived Value Drives Traveler Satisfaction and Visit Intentions(International Journal of Multicultural and Multireligious Understanding, 2025-04-09) Chaichi, Kamelia; Gladwell, Cecilia; Peschken-Holt, ThomasThis study explores the critical factors influencing traveller satisfaction and visit intentions to Scotland’s renowned tourism destinations, focusing on perceived value dimensions: conditional, emotional, functional, social, and epistemic. As Scotland's tourism sector shows promising recovery post-pandemic, understanding the drivers of visitor behaviour is essential for leveraging its economic potential. By applying the Consumption Value Theory, this research addresses key gaps in existing literature, offering a detailed analysis of how perceived value dimensions influence satisfaction and the likelihood of revisiting. Data were collected from 267 tourists visiting major destinations such as Edinburgh, Glasgow, and the Highlands and analysed using Smart-PLS software. Findings suggest that enhancing these value dimensions can significantly boost satisfaction and revisit intentions. Practical recommendations include leveraging Scotland’s distinctive experiential offerings, optimising resource use, and integrating social media influencers into marketing strategies. The study provides valuable insights for improving service quality and fostering economic growth through increased visitor satisfaction and visit intentions.Item Contribution of tourism to economic development in selected European countries(Toplica Academy of Applied Studies, Department of Business Studies Blace, 2024-12-24) Pantovic, Danijela; Chaichi, Kamelia; Pavlović, SanjaThe aim of the study is to explore the interplay between fundamental indicators related to tourism's contribution to economic development. These indicators encompass Total contribution to Employment, Direct contribution to Employment, Total contribution to GDP, Direct contribution to GDP, Capital Investment, and Visitor Exports - Foreign Spending. A cluster analysis of the 30 studied countries was formed based on the entropy results as a measure of equality. The research relies on data from the TTDI Index for the year 2019, as published by the World Economic Forum. The Kruskal-Wallis test highlighted the differences between the clusters. The entropy results support the the cluster analysis, as the coastal countries show the highest values of these indicators.The contribution of tourism to the European economy is imperative for countries to develop strategies for the exploitation of natural and cultural assets.The practical implications emphasize the need for greater investment and foreign spending.Item Uncovering the Hidden Intangible Factors of Hotel Employees’ Turnover Intention During COVID Phenomenon(SAGE, 2024-05-21) Chaichi, Kamelia; Zawawi, Dahlia; Aziz, Yuhanis Abdul; Leong, Mei KeiThe extant literature on hospitality and human resource management has not yet uncovered the hidden intangible chain of employee turnover intention, particularly in the hotel context. A theoretical framework was developed by applying the tenets of the theory of planned behaviour, social cognitive theory and the multi-dimensional commitment model. More specifically, this study investigated the impact of staff core personality (core confidence traits and core self-evaluation) on employees’ positive attitudes towards the organization, ultimately decreasing employee turnover intention. Further, the study scrutinized the moderating impact of organizational commitment dimensions in the extended model and the links that were missing in prior literature. It employed a self-administered survey and obtained 300 usable responses. The data were analysed through partial least squares structural equation modelling (PLS-SEM) software. The results revealed that all the core personality factors (CSE and core confidence traits, including resilience, hope and optimism) and self-efficacy significantly affect the staff’s positive attitude. Moreover, the study established the moderating impact of affective commitment and continuous commitment on the connection between attitude and employees’ intention to leave the organization. This article recommends several practices that hotel human resource managers can utilize to reduce employee turnover intention and upsurge the sustainability of the hotel industry.Item Predictors of Food Waste Behaviour: The Case of Young Malaysian Consumers(2024-01-28) Teo, Khee Min; Chaichi, Kamelia; Leong, Mei KeiThe increase in global food waste has raised considerable concern for the environment. Over 820 million people worldwide are undernourished, while nearly a quarter of the global edible food is wasted by people. Malaysian consumers waste an estimated 16,668 tonnes of edible food daily, which has exacerbated food waste issues. Although households are the major contributors in generating food waste, it has been indicated that young consumers tend to waste more food compared to the elderly as they tend to eat outside or order takeaway food rather than eat at home or cook themselves. Therefore, the present quantitative study aims to develop a conceptual model to predict the factors that influence food waste behaviour among young Malaysians. A total of 222 useful data were collected through the Online Survey. The findings showed that environmentally conscious purchase, impulsive food purchasing, personal attitude, financial attitude, and social influence could impact food waste intention and consequently, actual food waste behaviour among young Malaysians. The findings provide implications for the food and beverage sector and the government to mitigate the food waste behaviour among the younger generation.Item Investigating the Value Aspects Shaping Travellers' satisfaction and Visit Intention: The case of Scotland Tourism Destinations(Universitat Trier, 2023-11-29) Chaichi, Kamelia; Gladwell, Cecilia; Peschken-Holt, ThomasItem What Makes Consumers Loyal to a Particular Online Travel Website? Case of booking.com(International Journal of Multicultural and Multireligious Understanding, 2023-10-26) Chaichi, Kamelia; John, Leei; Blackledge-Foughali, GemmaIt is critical for an online travel website to not only attract new customers but only enhance existing customer loyalty to improve the website's image and generate revenue. This research aims to find out the factors that affect loyalty among consumers of online travel websites. The variables in this study were selected after profound research on the literature review and review of the customers' feedback who were using the Booking.com website. Models of antecedents were tested such as price, convenience, experience, and interaction in predicting consumer satisfaction and the impact on brand loyalty among online travel website customers. Data was collected from 420 users of an online travel website (Booking.com) and analysed through the Statistical Package for the Social Sciences (SPSS). The findings show that all constructs influence consumer satisfaction toward online travel websites and consequently influence customer brand loyalty. The research results will create awareness for entrepreneurs, organisations, researchers, and the public to improve marketing strategies and enhance customer retention and brand loyalty. Websites need to consistently deliver high-quality packages and services to stay on top of trends and build trust with customers by providing good service. Live customer service is one of the most significant implications since interaction with the website significantly affects customer satisfaction. As such, websites need to be available in real-time for the customers to enhance brand loyalty. The research outcomes can be beneficial to enhance the reputation of the website and generate more revenue.Item A Sequential Mixed Method Study of Employee Job Satisfaction in Upscale Restaurants, Malaysia(Informa UK Limited, 2023-09-06) Chaichi, Kamelia; Stephenson, Marcus L; Fouad Salem, Suha; Leong, Mei KeiThe study determines the main factors affecting job satisfaction in upscale restaurants and their degree of comparative influence. The research initially involves qualitative data analysis of 20 interviews with restaurant employees representing five upscale restaurants in Kuala Lumpur (KL), followed by structural equation modeling of data retrieved from 368 questionnaires from 16 KL restaurants. The impact variance of four main determinants of job satisfaction are revealed, where the “working environment” has the highest impact, followed by “payment and compensation,” “promotion”, and finally, “workplace fairness”. Crucially, “workplace relationships” have a moderating effect on the relationship between the “work environment” and job satisfaction, implicating industry-applied recommendations to strengthen job satisfaction levels.Item Tourism development in the Cook Islands: Deconstructing the impacts and identifying a sustainable framework(Routledge, 2022-12-30) Chaichi, Kamelia; Leong, Mei KeiPrior to the COVID-19 pandemic, the Cook Islands experienced significant tourism growth and was optimistic that this would continue. The country then had to cope with the phenomenon of ‘undertourism’, which has been damaging to the economy. The country needs to re-establish itself as a tourism destination, although the prevailing question concerns which direction should the Cook Islands take. The government has previously recognized the importance of sustainability, with several important initiatives in place, notably the marine park (Marae Moana), the establishment of the Mana Tiaki Eco Certification Programme, and the government’s Sustainable Tourism Development Policy Framework. However, as the chapter asserts, it is imperative that, if tourism is to become sustainable in the Cook Islands, the country’s pro-tourism stance would need to be re-addressed. The chapter highlights some of the major impacts of tourism development in the Cook Islands, particularly within the context of tourism growth in the pre-pandemic period. By critically reflecting on the various socio-cultural, human resource and environmental impacts of tourism development, it is clear that the country needs to move in a more sustainable direction.Item EMPLOYEE WELLBEING IN A CASINO ENVIRONMENT: PERSPECTIVES FROM MALAYSIA(2023-02-13) Chaichi, Kamelia; Trupp, Alexander; Ranjanthran, Mageswari; Thirumaran, KThe last decades have seen many studies exploring working life and employee well-being in different organizational contexts. However, applications to the casino industry are scarce. This study examines the dimensions of well-being at a casino in Malaysia to gain deeper insights into employee challenges and motivational factors to arrive at practical mitigation efforts. There is limited research on casino employees due to the nature of the casino industry, which shields its employee data. The review of the literature showed that the majority of the existing research on casino employees is quantitative, and recent studies suggest more qualitative inquiry to gain deeper insights into motivational factors for casino employee satisfaction and well-being. The research team conducted 14 semi-structured interviews with casino employees when Covid-19 raged in 2021. Responses were coded using NVivo software to delineate the contents into analytical categories of well-being dimensions and arising issues. The findings suggest that employees at the casino face challenges in achieving work-life balance. Employee's well-being suffers from insufficient break time, irregular working hours affecting family time, managing customer temper tantrums, and lack of emotional support systems and remunerations altered by the pandemic. Women employees were particularly vulnerable to interpersonal abuses. There is a need to create better working conditions and more promising career pathways and to address well-being with counselling support for stress management. In addition, a balanced approach by employers to the 'customer is always right' mantra is suggested. The research focused only on one casino, and there was limited access to human resources or other management departments to include an organizational perspective.Item Upsurges of Consumer Brand Loyalty towards Online Travel Websites: Case of booking.com(Breda University of Applied Sciences, 2023-05-31) Chaichi, Kamelia; John, Leei; Sebian, Ben; Martiz, Gareth