International Journal of Knowledge Management in Tourism and Hospitality
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International Journal of Knowledge Management in Tourism and Hospitality (3 papers in press)
Does service locus of control affect customer loyalty? A study of Indian hotels by Mohita Maggon Abstract: The importance of customer loyalty is paramount in hospitality and tourism. The current study is based upon same notion and caters to dual objectives. First objective of paper is to test the validity of SLOC scale proposed by Bradley and Sparks (2002) in Indian hospitality sector. The validation of the scale was done through confirmatory factor analysis and discriminant as well as convergent validity was observed. The scale was administered to a sample of 304 business travellers (males = 173, females = 131). Results showed that the scale had high reliability and acceptable construct validity. The findings also suggest usefulness of SLOC in predicting customer loyalty. The study offers implications for hotel managers to effectively customise the service offering by understanding the importance of locus of control in service settings to eventually achieve capture loyalty. This is the first study to validate SLOC scale among Indian hotels and predict customer loyalty from SLOC constructs. Keywords: Service locus of control; hotels; customer loyalty; India. DOI: 10.1504/IJKMTH.2018.10020230
A STUDY ON APPLICATION OF QUEUING THEORY AT PETROL RETAIL OUTLET by Hardik Patel, Sudhir Yadav Abstract: Waiting line is formed whenever the service rate is lower than the demand for the service. At many fuel stations there is always a queue to get the fuel due to which it may happen that some of the customers may move to competitor's retail outlet where the waiting time in queue is less. Formation of queue causes the increased waiting time for the customers, over-utilisation of the servers and loss of customer good will. Application of queuing theory determines the measure of the performance of the service facility and which in turn helps to design appropriate/optimised service facility. In this paper, a single channel multiple server model is used to analyse the characteristics of queuing model. Keywords: Queuing model; Kendalls notation; Waiting time; Petrol-retail. DOI: 10.1504/IJKMTH.2019.10023790
A Simulation Modeling Approach to Improve Waiting Time for Outpatients of Hospital Emergency Department by Arash Apornak, Sadigh Raissi, Abbas Keramati, Kaveh Khalili-Damghani Abstract: Analysis and optimum decision making in the emergency department of the hospital due to the variety of probabilistic events is a vital complex task. The most important task of a hospital emergency care is planning to provide patients with quick services and reducing their waiting time. The present research focused on such context and a computer simulation model presented based on surveying a flow of 357 patients. The validity of the simulation model examined by t student hypothesis testing and through scenario analysis, reduction of patient waiting time and increasing the human resource productivity followed to promote quality level of outpatients. Keywords: Hospital Emergency; Computer Simulation; Waiting time; Human resource productivity; Outpatients. DOI: 10.1504/IJKMTH.2019.10024049