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https://doi.org/10.20867/thm.31.2.1

From redundancy to delight: Towards optimized organizational outcomes

Hamada Hassan orcid id orcid.org/0000-0003-3091-8544 ; PhD, Assistant Professor, Pharos University in Alexandria; Canal El Mahmoudia Street, Beside Green Plaza Complex, 21648, Alexandria, Egypt Hotel Management Department *
Ahmed Magdy ; PhD, Assistant Professor Pharos University in Alexandria; Canal El Mahmoudia Street, Beside Green Plaza Complex, 21648, Alexandria, Egypt Hotel Management Department

* Dopisni autor.


Puni tekst: engleski pdf 577 Kb

str. I-XIII

preuzimanja: 6

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Sažetak

Purpose – This study expresses new insights into various stimuli that shape customers perceptions
towards services provided. Further, it expands our understanding of customer delight mediating
role between service redundancy and organizational outcomes within the hospitality context.
Methodology/Design/Approach – The data were obtained from 632 residents in five-star
branded hotels in Egypt. Further, applying stratified sampling method for hotels selection
while using and simple random sampling methods for respondents’ selection.
Findings – The results indicated that, service redundancy was negatively related to
organizational outcomes, while emotional customers delight mediating the relationship
between service redundancy and organizational outcomes.
Originality of the research – This study seeks a pioneering contribution of a model that is
based on expectation–disconfirmation theory in relation to the hospitality literature. Further,
by focusing on such theory the researchers pursue new insights into various stimuli that shape
customers perceptions towards services provided.

Ključne riječi

Service Redundancy, Customer Delight, Social Anxiety, Perceived Service Quality, Customer Switching Behaviour

Hrčak ID:

327396

URI

https://hrcak.srce.hr/327396

Datum izdavanja:

31.1.2025.

Posjeta: 32 *

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