Discovering the relationship among knowledge management, sustainability marketing and service improvement: the moderating role of consumer interest

Chih Hsing Sam Liu*, Tse Ping Dong

*此作品的通信作者

研究成果: 雜誌貢獻期刊論文同行評審

1 引文 斯高帕斯(Scopus)

摘要

Purpose: The purpose of this study was to demonstrate “what” critical attributes are actually associated with the development of blockchain technology and “how” it influences service improvement in the context of tourism and hospitality operations. Design/methodology/approach: This paper aims to provide a new and novel viewpoint by using the blockchain perspective to discover the relationships between knowledge management, sustainability marketing and service improvement using 311 samples collected from tourism and hospitality firms in Taiwan. Findings: The results show that knowledge management may influence service improvement through sustainability marketing commitment. Furthermore, the study found that consumer interest may strengthen the relationships between knowledge management, sustainability marketing and service improvement. Additionally, the sub-dimension of knowledge management is also discussed in the integrated mediation–moderation model. Practical implications: The results provide sufficient support for employees or managers undertaking new technology or development to facilitate business-to-consumer trade models in their present and future operations. Originality/value: The study advances the existing tourism and hospitality literature by identifying consumer interest as an important effective characteristic that may positively strengthen the relationship among critical attributes of knowledge management and sustainability marketing commitment during the service improvement process.

原文英語
頁(從 - 到)2799-2816
頁數18
期刊International Journal of Contemporary Hospitality Management
33
發行號8
DOIs
出版狀態已發佈 - 2021 八月 9

ASJC Scopus subject areas

  • 旅遊、休閒和酒店管理

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