Template-Type: ReDIF-Article 1.0 Author-Name: Ain Shamimi Arifin Author-X-Name-First: Ain Shamimi Author-X-Name-Last: Arifin Author-Name: Norsyamimi Ali Author-X-Name-First: Norsyamimi Author-X-Name-Last: Ali Author-Name: Nur Fatihah Taqiuddin Author-X-Name-First: Nur Fatihah Author-X-Name-Last: Taqiuddin Title: The role of travel apps to enhance travel experience Abstract: Travel is an experience that every individual in every world must have, whether they realise it or not. Travel or tourism is a temporary experience. Following the development of technology nowadays that affects every industry, the tourism industry also uses technological facilities to help travellers improve and influence their travel experience. Therefore, this research was carried out to study the role of travel apps on enhancing the travel experience for the tourist or the users, by looking at the role played by the travel application. This study employs a quantitative research approach with a descriptive research type to gather data from 384 respondents from generations Y and Z throughout the world utilising a Google form and a questionnaire that are familiar with utilising travel apps and live in Section 13 of Shah Alam. Journal: Int. J. of Knowledge Management in Tourism and Hospitality Pages: 347-355 Issue: 4 Volume: 3 Year: 2024 Keywords: travel apps; enhance experience; technology in tourism industry; travel experience. File-URL: http://www.inderscience.com/link.php?id=140612 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijkmth:v:3:y:2024:i:4:p:347-355 Template-Type: ReDIF-Article 1.0 Author-Name: David S. Fowler Author-X-Name-First: David S. Author-X-Name-Last: Fowler Author-Name: David Zinn Author-X-Name-First: David Author-X-Name-Last: Zinn Author-Name: Jon Musgrave Author-X-Name-First: Jon Author-X-Name-Last: Musgrave Title: Knowledge management's impact on customer experience and consumer satisfaction in the hospitality sector: a literature meta-analysis to identify common qualitative themes Abstract: This meta-analysis delves into knowledge management (KM) benefits in the hospitality industry, focusing on its impact on customer experiences and satisfaction. Through a systematic review of academic literature, the study identifies key qualitative themes related to KM in hospitality. Despite extensive literature on KM's industry benefits, limited research addresses its specific impact on consumer satisfaction through the customer experience. The study identifies over 20 qualitative themes, selecting the top five - continuous improvement/innovation, personalisation, problem resolution, information consistency, and proactive support - for in-depth discussion. Concluding that KM fosters a culture of knowledge sharing and equips employees for exceptional customer service, the findings set a foundation for future research on KM techniques' influence on customer experience, happiness, and brand loyalty in the hospitality sector, shedding light on their current impact. Journal: Int. J. of Knowledge Management in Tourism and Hospitality Pages: 334-346 Issue: 4 Volume: 3 Year: 2024 Keywords: knowledge management; customer experience and satisfaction; consumer expectations; hospitality industry. File-URL: http://www.inderscience.com/link.php?id=140613 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijkmth:v:3:y:2024:i:4:p:334-346 Template-Type: ReDIF-Article 1.0 Author-Name: Reena Agrawal Author-X-Name-First: Reena Author-X-Name-Last: Agrawal Author-Name: Rohit Raj Author-X-Name-First: Rohit Author-X-Name-Last: Raj Author-Name: Vimal Kumar Author-X-Name-First: Vimal Author-X-Name-Last: Kumar Author-Name: Ajay Jha Author-X-Name-First: Ajay Author-X-Name-Last: Jha Title: An empirical investigation of alarming indicators of US retail giant Abstract: This is an empirical investigation done to explore the alarming indicators that were left unrestricted and uncontrolled by J.C. Penney Company Inc. (JCPI). This research was performed using secondary data available in the annual reports of J.C. Penney Company Inc. from 2011 until 2020. The financial statements were analysed using vertical analysis (VA), horizontal analysis (HA), ratio analysis, and trend analysis (TA). This study has recognised a total of 12 alarming indicators that were left unmonitored by the company and it is evident that the COVID-19 pandemic only aggravated the ongoing problems and mandated J.C. Penney Company Inc. to recourse. The identified indicators provide information about the company's deteriorating financial situation over time. The precise information, including the decline in net sales, net income, cash on hand, and short-term investments, paints a clear picture of the financial difficulties the company was experiencing. Significant worries about dropping shareholder equity, falling sales, the loss of fixed assets, and rises in long-term debt are also highlighted by the study of a few items from the trend analysis. The JC Penney Company Inc. appears to have faced fierce competition from rivals who may have excelled in product selection, quality, advertising, resource management, technological updates, in-store services, and the inability to provide individualised customer experiences. Journal: Int. J. of Knowledge Management in Tourism and Hospitality Pages: 267-291 Issue: 4 Volume: 3 Year: 2024 Keywords: financial statement analysis; financial distress; bankruptcy. File-URL: http://www.inderscience.com/link.php?id=140617 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijkmth:v:3:y:2024:i:4:p:267-291 Template-Type: ReDIF-Article 1.0 Author-Name: Ritu Sharma Author-X-Name-First: Ritu Author-X-Name-Last: Sharma Title: Cultural intelligence-innovation interface and its impact on organisational performance: evidence from the tourism industry Abstract: By using the cultural intelligence and trait activation theory, the study has empirically assessed and discussed about the impact of cultural intelligence, creative environment on innovation capability and the influence of innovation on organisational performance. The study was carried out through self-administered questionnaires to collect the data from 513 respondents comprising of managers and the staff employees of the tourism hotels in the UT of J%K. Smart PLS-SEM was used in sort to test the hypothesised relationship. The study results revealed and supported that cultural intelligence, creative environment positively leads to innovation and impacts the performance of the organisation. The findings confirm positive relationship among all the constructs of the framework model. Thus, the study establishes a foundation for the future potential research and provides managerial direction in the area of cultural intelligence in tourism sector that can be widened to various service sectors leading to more of generalised outlook of the service industry. Journal: Int. J. of Knowledge Management in Tourism and Hospitality Pages: 292-311 Issue: 4 Volume: 3 Year: 2024 Keywords: cultural intelligence; innovation capability; creative environment; organisational performance; OP; tourism industry. File-URL: http://www.inderscience.com/link.php?id=140628 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijkmth:v:3:y:2024:i:4:p:292-311 Template-Type: ReDIF-Article 1.0 Author-Name: Athira Mary Winny Author-X-Name-First: Athira Mary Author-X-Name-Last: Winny Author-Name: V. Ravi Author-X-Name-First: V. Author-X-Name-Last: Ravi Title: Analysing optimal airline performance in India: a plithogenic sets approach to evaluation Abstract: COVID-19 wreaked havoc on the supply and demand chains of the aviation industry, paving the path for a global economic crisis. Every airline faced the challenge of prioritising passenger safety while simultaneously improving efficiency, lowering costs, and providing exceptional customer service in this environment. In this study, we suggest multi-criteria decision-making that combines plithogeny and the VIKOR methodologies to assess a pool of potential airlines and determine the optimal alternative that satisfies customer wants and expectations while ensuring airline sustainability. According to the study's findings, strict mask enforcement, the provision of PPE kits, the availability of flexible cancellation and travel voucher plans, the cleaning of the aircraft after each flight, and advanced boarding procedures combined with middle seat blocking were the four most crucial factors in evaluating airline service in the Indian context. Journal: Int. J. of Knowledge Management in Tourism and Hospitality Pages: 312-333 Issue: 4 Volume: 3 Year: 2024 Keywords: plithogeny; plithogenic set; VIKOR; multicriteria decision making; airline industry. File-URL: http://www.inderscience.com/link.php?id=140630 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijkmth:v:3:y:2024:i:4:p:312-333 Template-Type: ReDIF-Article 1.0 Author-Name: Lukman Abdurrahman Author-X-Name-First: Lukman Author-X-Name-Last: Abdurrahman Title: Control self-assessment on information technology business processes as COBIT 2019-based pre-audit activities Abstract: Control self-assessment (CSA) is a management tool to help management identify some shortcomings within the business processes. The CSA resembles the auditing process, viz. the CSA benefited business process owners by helping them evaluate their businesses, while the auditing process was conducted by internal or external auditors. This study aims to examine the management of risks and their controls to assess their effectiveness in mitigating the risks within business processes. To apply the CSA, Directorate of Centre of Information Technology (DCIT) of Telkom University Bandung will be a venue to do so. There are 29 risks with medium- or high-risk level. To examine the control effectiveness, the CSA has performed the control designs and their operation. The results show that four controls are ineffective, while the others are effective. In other words, the CSA resulted in 13.79% of controls being ineffective, while 86.21% were effective. This circumstance indicates that the DCIT's controls are mostly effective. Journal: Int. J. of Knowledge Management in Tourism and Hospitality Pages: 185-200 Issue: 3 Volume: 3 Year: 2024 Keywords: control self-assessment; CSA; auditing; business process; internal control; risk. File-URL: http://www.inderscience.com/link.php?id=136327 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijkmth:v:3:y:2024:i:3:p:185-200 Template-Type: ReDIF-Article 1.0 Author-Name: Ali Ben Yahia Author-X-Name-First: Ali Ben Author-X-Name-Last: Yahia Author-Name: Fatma Choura Author-X-Name-First: Fatma Author-X-Name-Last: Choura Author-Name: Sihem Ben Saad Author-X-Name-First: Sihem Ben Author-X-Name-Last: Saad Title: Crisis management within the social system theory retrospective and prospective analysis of COVID-19 crisis in tourism and hospitality Abstract: This paper aims to understand the impact of the health crisis on the tourism and hospitality sector and to investigate the strategic and operational management of this crisis. The role of new technologies is particularly examined, and the study is positioned within the social system theory (SST) framework. To achieve this objective, an exploratory qualitative study was conducted, employing in-depth interviews with hotel managers. The results of the study highlight the impact of the crisis on the operational and strategic management of hotels, given the significant changes in demand and consumer needs. Consistent with the social system theory (SST), the findings demonstrate the interdependence among the various communities involved in the hospitality system. As a contribution, this study proposes an integrative model of crisis management within the theoretical framework of SST. Due to the novel, exceptional, and unpredictable nature of the COVID-19 pandemic, studies on crisis management model in this context are very limited. As a result, decisions were primarily improvised, driven by the need for quick action, focused on operational aspects. Journal: Int. J. of Knowledge Management in Tourism and Hospitality Pages: 201-219 Issue: 3 Volume: 3 Year: 2024 Keywords: COVID-19; crisis management; social system theory; SST; tourism; hospitality; digitalisation. File-URL: http://www.inderscience.com/link.php?id=136328 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijkmth:v:3:y:2024:i:3:p:201-219 Template-Type: ReDIF-Article 1.0 Author-Name: Reena Agrawal Author-X-Name-First: Reena Author-X-Name-Last: Agrawal Author-Name: Rohit Raj Author-X-Name-First: Rohit Author-X-Name-Last: Raj Author-Name: Vimal Kumar Author-X-Name-First: Vimal Author-X-Name-Last: Kumar Author-Name: Ajay Jha Author-X-Name-First: Ajay Author-X-Name-Last: Jha Title: An empirical study of the world's oldest airline company who filed bankruptcy during COVID-19 pandemic Abstract: The financial indications that Avianca Holdings SA neglected or failed to control between 2013 and 2019 were the subject of this study. Based on secondary information gathered from the company's annual reports, an exploratory study was conducted. The company's annual reports were multi-dimensionally examined using methods and instruments for financial analysis. The findings of this study show that various serious problems existed within the corporation and that the COVID-19 epidemic was not the only factor that contributed to the bankruptcy of the oldest airline in the world. The financial statements of Avianca Holdings SA revealed 15 troubling indicators that the corporation had ignored. Since the past seven years, all 15 indicators, including total operating revenue, total operating expenses, operating profit, profit after tax, and retained earnings, have been significantly negative. Amid the chaos caused by the COVID-19 pandemic, the aviation industry took the most blow. As a result, the oldest airline in the world, which had already been suffering from financial difficulties for the previous seven years, chose to declare bankruptcy. Journal: Int. J. of Knowledge Management in Tourism and Hospitality Pages: 220-244 Issue: 3 Volume: 3 Year: 2024 Keywords: financial distress; bankruptcy; aviation industry; vertical analysis; horizontal analysis; ratio analysis; trend analysis. File-URL: http://www.inderscience.com/link.php?id=136331 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijkmth:v:3:y:2024:i:3:p:220-244 Template-Type: ReDIF-Article 1.0 Author-Name: Amal Ben Cheikh Author-X-Name-First: Amal Ben Author-X-Name-Last: Cheikh Author-Name: Ines Ben Othman Author-X-Name-First: Ines Ben Author-X-Name-Last: Othman Title: An empirical investigation of campers' loyalty during COVID-19 pandemic: evidence from Tunisia Abstract: Camping tourism experiences growth with tourists searching for new and diversified tourism alternatives that reduce the degree of risk during the COVID-19 pandemic. The research paper investigates the influence of tourists' risk perception due to COVID-19 pandemic with the consequence effects of the place attachment on destination loyalty. Findings prove that perceived risk due to COVID-19 has a significant negative impact on tourists' attachment to camping attractions. Besides, the latter has a significant positive influence on their intention to revisit and their electronic word of mouth (EWOM) communication. This study contributes to enrich the theoretical foundation of different variables combined in the conceptual model, and it suggests several practical recommendations for camping projects managers. Journal: Int. J. of Knowledge Management in Tourism and Hospitality Pages: 245-265 Issue: 3 Volume: 3 Year: 2024 Keywords: perceived risks due to COVID-19; camping attraction attachment; revisit intention; electronic word of mouth; EWOM; Tunisia. File-URL: http://www.inderscience.com/link.php?id=136332 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijkmth:v:3:y:2024:i:3:p:245-265