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The key objective of this study is to investigate the nuanced relationship between talent management and total quality management at the hotel industry, along with the mediation of employee engagement and moderation of authentic leadership. Toward that end, a "modular research design" with a "purposive sampling" technique was adopted, using a self-administered questionnaire to collect data from 862 of Generation Z employees working at 4–5 star hotels in Jordan. The findings revealed that employee engagement fully mediates the talent management-total quality management association, along with a significant moderation of authentic leadership on the talent management–engagement relationship. This study provides a novel prelude to new determinants of TQM that are expected to generate insight on how to elicit favorable attitudinal responses and behaviors amongst Generation Z employees essential for a successful implementation of total quality management. [ABSTRACT FROM AUTHOR]

The aim of this paper is to test the combined effect of the key components of the Technology Acceptance Model (TAM) and those of the Usage and Gratification Approach (U&G) on intention to adopt mobile learning in higher education. Data were collected from 820 students from ten universities in Jordan. Structural equation modeling (AMOS 18) was used to analyze the data. The findings of the current research reveal that perceived ease of use and cognitive gratification had the highest impact on intention to adopt mobile learning; perceived usefulness and hedonic gratification had the lowest effect; and personal integrative gratification had no effect. The key contribution of this research stems from the integration of two major theories into a broader conceptualization in order to test their combined effect on intention to adopt mobile learning in higher education.

This paper argues that student orientation (SO) is a high order construct that should be measured formatively rather than reflectively. Using a discovery-oriented approach, conducted by supplementing educational and marketing literatures with in depth interviews from 23 academic staff in seven different universities, the authors identified three second-order formative constructs and one first-order reflective construct to measure the concept of SO. The study then developed a self-administrated survey to validate the four identified constructs that form SO. Through using rigours statistical analysis, the study confirms that the measurement instrument for SO is the 53-item which can be validly and reliably measured using the nine multi-item components of: Measuring and Adapting Teaching Practices, Promoting Best Teaching Practices, Assessment and Feedback, Adopting Outside-In-Approach, Student Engagement, Employer Engagement Initiatives, Intrafunctional Coordination, Interfunctional Coordination and Effective Personal Tutoring System. The effect of SO on student satisfaction and university reputation was also hypothesised and tested using a structural equation modelling (SmartPLS 2.0).

Purpose The purpose of this study is three-fold: first, to examine the extent to which service quality (SQ) affects the three components of emotional brand attachment (EBA) (brand passion, brand affection and self-brand connection); second, to investigate the extent to which these three components influence brand loyalty; and third, to test the mediation effect of the components of EBA on the SQ–loyalty relationship.Design/methodology/approach Survey data were collected from 355 respondents using an online panel in the UK. Smart PLS2.0 was used to analyze the data.Findings Three key findings emerge: first, compared to staff behavior, physical environment tends to have a stronger and more significant effect on the three elements of EBA. Second, brand passion and self-brand connection fully mediate the SQ–loyalty relationship, whereas brand affection partially mediates the same relationship. Finally, the SQ–EBA–loyalty relationship is significantly stronger for repeat visitors compared to first-time visitors.Practical implications Hotel brands need to design their facilities and décor and develop guest experiences based on symbolic values and deep emotional aspects. Offering employees customer care training and adopting a consumer-centric, relational, storytelling approach are particularly important to inspire and captivate hotels’ customers and to build and shape profound and enduring affective ties between the hotel brand and its customers.Originality/value The findings offer new insights through examining the symbolic consumption and emotional aspects of a guest’s hotel experience as mediators to the SQ–loyalty relationship. The findings also add to the growing body of knowledge of the antecedents of EBA through identifying physical environment and staff behavior as key determinants of EBA. [ABSTRACT FROM AUTHOR]

The aim of this study is to develop a model that integrates brand identity, brand-life congruence, customer hotel brand identification (CHBI), and brand love into one model and to test its predictive power in explaining brand loyalty. The survey data were gathered from (432) guests who were staying in seven well-known hotels located in Jordan. Data were analyzed using a structural equation modeling SmartPLS2.0. Four key findings emerged from the current research. First, compared to brand identity, brand-lifestyle congruency appears to have a stronger and more significant relationship with CHBI. Second, CHBI contributes only to the development of brand love. Third, CHBI appears to influence brand loyalty only indirectly via brand love. Fourth, the current research provides an empirical support on the applicability of Sternberg’s love theory in the hotel industry. This research adds to the body of knowledge on hotel brand loyalty through examining its relationship with four key constructs, whose effect either had been examined in isolation or had never been examined. It tests for the first time how brand identity and brand-lifestyle congruence contribute to the development of CHBI, which in turn, engenders a powerful emotional experience with hotel brands and cultivates affection and passion to that brand. Those heavy emotional feelings in turn provide an important basis upon which hotel brand loyalty is established. [ABSTRACT FROM AUTHOR]