Anshul Garg is a Senior Lecturer in Faculty of Hospitality, Food and Leisure Management at Taylor’s University, Malaysia. He is currently pursuing Doctorate in Philosophy (Hospitality and Tourism) from Taylor’s University. He also holds Master of Science Degree, specialising in Tourism, a research-based programme from Taylor’s University and another Master's Degree in Business Administration, specialising in Hotel Management from the University of Wales.
His research interest includes Service Quality, Service Clues, Hospitality Service, Risk and Crisis Management in Hospitality & Tourism and Tourist Risk Perception. He has attended and presented his work in various seminars and international conferences related to Hospitality and Tourism Industry in Malaysia, India, Japan, Vietnam and Philippines. He also successfully published his work in various international refereed journals and moderated various conference sessions in India, Japan and Malaysia. He is also the member of the editorial review board for various journals and the different professional organisations.
JOURNAL OF QUALITY ASSURANCE IN HOSPITALITY & TOURISM, 2021
This paper examines the effects of the moderating variables age and gender on the acceptance and ... more This paper examines the effects of the moderating variables age and gender on the acceptance and use of tablet menus in casual dining restaurants. Following an extended version of the UTAUT model, this study employs five determinants of intentions to use: performance expectancy, effort expectancy, social influence, facilitating conditions, and hedonic motivation. Personal distinctions like age and gender are significant in understanding how and why consumers make distinctive choices for technology embracement. A survey instrument collected customer data (n = 437) visiting casual dining restaurants in the Klang Valley in Malaysia. Data were analyzed using structural equation modeling to test the validity of the moderating hypotheses. The moderating effects of age and gender were tested utilizing a multi-group analysis. The findings confirm that age is the primary dependable demographic indicator of self-service technology utilization by customers. The study found that young consumers, compared to elderly consumers, tend to have a more positive approach toward embracing technology. Similarly, gender is also a discrete individuality that influences people's objectives to embrace novel technology. Findings suggest that men are more likely to have progressed computer abilities in contrast to women.
The economic prominence of the Tourism industry is very huge which cannot be underestimated. Trav... more The economic prominence of the Tourism industry is very huge which cannot be underestimated. Travel & Tourism is set for a milestone year as the industry’s contribution to the worldwide economy during the year 2016 exceeded $7.2 trillion to world GDP, representing 9.8% of global GDP and created 284 million jobs. Tourism in Malaysia has grown from RM 32 billion in 2005 to RM 69 billion in 2015 with 16.4 million arrivals in 2005 to 25.7 million arrivals in 2015, placing Malaysia currently at 12 position in international tourist arrivals. Current research has focused on branding process of luxury international brand hotels and to find out actual influencing factors which create issues regarding brand loyalty for local hotels. Data was collected from six (6) luxury Five-star hotels in Kuala Lumpur, Malaysia by using purposive sampling technique. In total 117 responses were collected from customers by using closed-ended survey instrument and 13 face-to-face interviews were conducted with...
As of January 2020, global social media users have exceeded 3.8 billion, accounting for 49% of th... more As of January 2020, global social media users have exceeded 3.8 billion, accounting for 49% of the world’s total population. Internet and social media have become an indispensable part of people’s daily lives worldwide. However, most previous research only focuses on social media marketing in other businesses, and there is less research about the development of boutique hotel social media marketing. This study investigates the relationship between different social media marketing practices and customers’ purchase intention in Malaysia’s boutique hotels. The article also explores how to properly conduct social media marketing to increase the customer purchase intention of boutique hotels and promote the boutique hotels’ development in Malaysia. The non-probability random sampling technique 309 response was collected from Malaysian social media users using an online survey. Findings of the research found out that factors including marketing activities and eWOM significantly impact cus...
Tourism has become a global phenomenon that has benefited many economies especially developing co... more Tourism has become a global phenomenon that has benefited many economies especially developing countries worldwide. The industry is worth billions of dollars and is the world’s fastest-growing economic sector as the industry’s contribution to the worldwide economy during the year 2016 exceeded US$7.2 trillion to world GDP, representing 9.8% of global GDP and created 284 million jobs (Kumar et al., 2017). According to the World Bank, tourism has proven to be a vehicle for economic growth and job creation in the world, but it is an underdeveloped opportunity in Africa. For many developing countries such as Zimbabwe, the tourism sector is one of the most significant industries and it used to be a big contributing factor to the Zimbabwean economy in terms of foreign currency, employment, exports as well as development opportunities. From late 1980 to 1999, tourism was the fastest-growing sector in Zimbabwe but became one of the lowest-contributing sectors in a struggling economy. Touris...
Hospitality and Tourism industry is one of the fastest growing sectors in the world with its dire... more Hospitality and Tourism industry is one of the fastest growing sectors in the world with its direct contribution to GDP was USD2, 229.8bn (3.0 of total GDP) in 2015. By 2026, Travel & Tourism will account for 135,884,000 jobs directly, an increase of 2.1 per annum over the next ten years (WTTC, 2016). The potential growth trends of this sector in India and Malaysia can also be predicted by identifying occupational/professional interest trends among students in the hospitality education. This study established a comparison between 400 hospitality and tourism students of two different universities located in India and Malaysia, who identify their interests in the various domains of the hospitality and tourism industry. Findings revealed that both the Indian students and Malaysian students have a deeper interest in domains like F&B Service, F&B Production, Housekeeping and Front Office. In addition, the study infers that the score was indicative of their desire to pursue careers in Cru...
European Journal of Tourism, Hospitality and Recreation, 2016
Food business has become a popular trend for entrepreneurs these days. However, it seems that man... more Food business has become a popular trend for entrepreneurs these days. However, it seems that many entrepreneurs do not know how important is the first impression and the services offered to their guests. Consequently, many restaurants have a generally poor service, and therefore, many are closed as soon as they are opened. This study concerns more on how the first impression works in a fine-dining restaurant; hence, restaurateurs will able to know how to build on a customer’s good first impression. Previous studies, experts’ opinions, and the theories related to the topic of this study were referred and used in this study. The study was carried out in restaurant ‘C’, located in Tampere, Finland. Samples were collected from the guests who visited the restaurant ‘C’. This study contributes new knowledge regarding the first impression, and how it affects the customers’ decision behaviour as well as three different types of service clues (mechanic, humanic, and functional clues) and ho...
International Journal of Hospitality and Tourism Systems, 2015
This paper sheds light on tourists emotional experiences on holiday, which are central to increas... more This paper sheds light on tourists emotional experiences on holiday, which are central to increase our understanding of tourist behavior. Tourists usually travel to cities with good impression. Choosing a travel destination is definitely a complicated decision-making process for tourists. For safety concerns, some tourists intentionally visit somewhere familiar and nearby, but avoid nations or areas with high crime rates or political instability. A wide range of perceptions governs the desirability and appeal of a destination to the potential traveler. The importance of investigating perceptions of travel risks has been recognized with in a number of different disciplines, such as psychology, sociology, criminology and marketing. It is often assumed that perceptions of safety and security may influence individuals destination choice. Consumers use information gathered from various sources like word of mouth, different forms of media, guidebooks, talking to friends and relatives, to ...
Indian Hospitality Industry has flourished in the past few years, significantly contributing to t... more Indian Hospitality Industry has flourished in the past few years, significantly contributing to the nation's Gross Domestic Product, foreign exchange earning and employment. India is facing the war with terrorism for decades, but of late the things have been changed. The terrorists have changed their methods of strike. They now target hospitality and tourist locations as it has direct impact on human lives and economy; also they get the attention world wide. Many countries have issued travel advisories before visiting India due to recent terror attacks in Mumbai and in other destinations. The terror attacks have affected the tourism season, especially the inbound tourism. Due to this, Indian hospitality and tourism sector is witnessing low level in the recent times and thus, many of the travel agents and agencies are now witnessing a spell of booking cancellations by overseas visitors. Terrorism has shaken the hospitality and tourism industry of both developed and developing cou...
People from different cultures tend to have different ways of making decisions, based on the emph... more People from different cultures tend to have different ways of making decisions, based on the emphasis they place on different phases of the decision making process. Studies have also suggested that people from divergent national cultures use different negotiation approaches, and they do so because their perceptions of the decision making situation are conditioned by the characteristics of the national culture from which they come. A Tourist undertakes a tour to recharge his/her energy, enjoy eternal peace and tranquility and for go on adventure in a safe and secure environment. Therefore, he/she would not go to a place affected by political upheavals and terrorist attacks. Safety and security of his and belongings is also kept in mind while selecting a tourist spot. A major determinant in a traveller’s decision to visit a destination is the perception of safety and security. Specific events or a series of events may undermine these perceptions of a destination. These events or circu...
The hospitality sector is labeled as a service sector which provides services to their guest. The... more The hospitality sector is labeled as a service sector which provides services to their guest. The industry requires manpower to cope and provide to the guest demands. This situation creates the industry to be labour intensive. How about manpower supply to the industry? Over the years employee turnover has become part of the industries challenge to retain and employ new workforce. The research was to understand the determinants of Job Satisfaction and Effects on Employee Turnover in the hotels. The focus was on the Hospitality industry Food and Beverage department Operational Employees. The research tried to assess the determinants of Job satisfaction and their decision to quit therefore creating a situation of Turnover. The research revealed that Choice of Work and Job Performance influenced Turnover and the main factors of Job Satisfaction that lead to turnover were Wages/Salary and Opportunity for advancement/Career progression. The analysis also revealed that there need to be a b...
European Journal of Tourism, Hospitality and Recreation
This study investigates the link between the different service characteristics that have an influ... more This study investigates the link between the different service characteristics that have an influence on customer satisfaction in university cafeteria food services. A conceptual model comprising of different variables like food and beverage quality, service quality, food choice, price and value equality, and ambience were studied for customer satisfaction to explore the relationship among them. This study examined how dining experiences influence the satisfaction and loyalty of both non-mature (students) and mature (staff) customers, in order to find their similarities and differences within the context of university cafeteria services. The study was conducted at Taylor’s University in Malaysia by using a quantitative research approach, and 231 students and 63 staff members of the university participated in the study. The findings reveal that the various quality factors considered in the study are positively correlated with customer satisfaction and have a significant impact on the...
Asian Journal of Tourism and Hospitality Research, Mar 1, 2013
ABSTRACT People from different cultures tend to have different ways of making decisions, based on... more ABSTRACT People from different cultures tend to have different ways of making decisions, based on the emphasis they place on different phases of the decision making process. Studies have also suggested that people from divergent national cultures use different negotiation approaches, and they do so because their perceptions of the decision making situation are conditioned by the characteristics of the national culture from which they come. A Tourist undertakes a tour to recharge his/her energy, enjoy eternal peace and tranquility and for go on adventure in a safe and secure environment. Therefore, he/she would not go to a place affected by political upheavals and terrorist attacks. Safety and security of his and belongings is also kept in mind while selecting a tourist spot. A major determinant in a traveller's decision to visit a destination is the perception of safety and security. Specific events or a series of events may undermine these perceptions of a destination. These events or circumstances, individually or in a combination have a negative impact on perceptions of safety, security or desirability of tourist destinations. The work on which this paper is based is important because it sheds light on tourist's emotional experiences on holiday, which are central to increase our understanding of tourist behaviour. The importance of investigating perceptions of travel risks has been recognized with in a number of different disciplines, such as psychology, sociology, criminology and marketing. It is often assumed that perceptions of safety and security may influence individuals' destination choice. This paper is based on quantitative study conducted in Malaysia, including the nationals of Malaysia, India, China, Indonesia, Australia, and France. The study found that most holidaymakers perceive earthquake, tsunami, SARS, terrorist activities, swine flu as risk. The results of the study suggest that safety, peace and stability are major concerns for tourists' while choosing their travel destination.
ABSTRACT People from different cultures tend to have different ways of making decisions, based on... more ABSTRACT People from different cultures tend to have different ways of making decisions, based on the emphasis they place on different phases of the decision making process. Studies have also suggested that people from divergent national cultures use different negotiation approaches, and they do so because their perceptions of the decision making situation are conditioned by the characteristics of the national culture from which they come. A Tourist undertakes a tour to recharge his/her energy, enjoy eternal peace and tranquility and for go on adventure in a safe and secure environment. Therefore, he/she would not go to a place affected by political upheavals and terrorist attacks. Safety and security of his and belongings is also kept in mind while selecting a tourist spot. A major determinant in a traveller’s decision to visit a destination is the perception of safety and security. Specific events or a series of events may undermine these perceptions of a destination. These events or circumstances, individually or in a combination have a negative impact on perceptions of safety, security or desirability of tourist destinations. The work on which this paper is based is important because it sheds light on tourist’s emotional experiences on holiday, which are central to increase our understanding of tourist behaviour. The importance of investigating perceptions of travel risks has been recognized with in a number of different disciplines, such as psychology, sociology, criminology and marketing. It is often assumed that perceptions of safety and security may influence individuals’ destination choice. This paper is based on quantitative study conducted in Malaysia, including the nationals of Malaysia, India, China, Indonesia, Australia, and France. The study found that most holidaymakers perceive earthquake, tsunami, SARS, terrorist activities, swine flu as risk. The results of the study suggest that safety, peace and stability are major concerns for tourists’ while choosing their travel destination. Keywords: Destination, Safety, Risks, Decision Making, Emotions.
ABSTRACT The hospitality sector is labeled as a service sector which provides services to their g... more ABSTRACT The hospitality sector is labeled as a service sector which provides services to their guest. The industry requires manpower to cope and provide to the guest demands. This situation creates the industry to be labour intensive. How about manpower supply to the industry? Over the years employee turnover has become part of the industries challenge to retain and employ new workforce. The research was to understand the determinants of Job Satisfaction and Effects on Employee Turnover in the hotels. The focus was on the Hospitality industry Food and Beverage department Operational Employees. The research tried to assess the determinants of Job satisfaction and their decision to quit therefore creating a situation of Turnover. The research revealed that Choice of Work and Job Performance influenced Turnover and the main factors of Job Satisfaction that lead to turnover were Wages/Salary and Opportunity for advancement/Career progression. The analysis also revealed that there need to be a balance in order to attract and maintain potential employees as all factors that affect Job Satisfaction directly leads to turnover. Keywords Job Satisfaction, Motivation, Operational Employees, Choice of Work, Job Performance, Employee Turnover
As of January 2020, global social media users have exceeded 3.8 billion, accounting for 49% of th... more As of January 2020, global social media users have exceeded 3.8 billion, accounting for 49% of the world's total population. Internet and social media have become an indispensable part of people's daily lives worldwide. However, most previous research only focuses on social media marketing in other businesses, and there is less research about the development of boutique hotel social media marketing. This study investigates the relationship between different social media marketing practices and customers' purchase intention in Malaysia's boutique hotels. The article also explores how to properly conduct social media marketing to increase the customer purchase intention of boutique hotels and promote the boutique hotels' development in Malaysia. The non-probability random sampling technique 309 response was collected from Malaysian social media users using an online survey. Findings of the research found out that factors including marketing activities and eWOM significantly impact customer purchase intention of the boutique hotels in Malaysia through the mediating variable perceived usefulness and the mediating variable perceived trust. The study offers implications for the development of social media marketing in boutique hotels.
JOURNAL OF QUALITY ASSURANCE IN HOSPITALITY & TOURISM, 2021
This paper examines the effects of the moderating variables age and gender on the acceptance and ... more This paper examines the effects of the moderating variables age and gender on the acceptance and use of tablet menus in casual dining restaurants. Following an extended version of the UTAUT model, this study employs five determinants of intentions to use: performance expectancy, effort expectancy, social influence, facilitating conditions, and hedonic motivation. Personal distinctions like age and gender are significant in understanding how and why consumers make distinctive choices for technology embracement. A survey instrument collected customer data (n = 437) visiting casual dining restaurants in the Klang Valley in Malaysia. Data were analyzed using structural equation modeling to test the validity of the moderating hypotheses. The moderating effects of age and gender were tested utilizing a multi-group analysis. The findings confirm that age is the primary dependable demographic indicator of self-service technology utilization by customers. The study found that young consumers, compared to elderly consumers, tend to have a more positive approach toward embracing technology. Similarly, gender is also a discrete individuality that influences people's objectives to embrace novel technology. Findings suggest that men are more likely to have progressed computer abilities in contrast to women.
The economic prominence of the Tourism industry is very huge which cannot be underestimated. Trav... more The economic prominence of the Tourism industry is very huge which cannot be underestimated. Travel & Tourism is set for a milestone year as the industry’s contribution to the worldwide economy during the year 2016 exceeded $7.2 trillion to world GDP, representing 9.8% of global GDP and created 284 million jobs. Tourism in Malaysia has grown from RM 32 billion in 2005 to RM 69 billion in 2015 with 16.4 million arrivals in 2005 to 25.7 million arrivals in 2015, placing Malaysia currently at 12 position in international tourist arrivals. Current research has focused on branding process of luxury international brand hotels and to find out actual influencing factors which create issues regarding brand loyalty for local hotels. Data was collected from six (6) luxury Five-star hotels in Kuala Lumpur, Malaysia by using purposive sampling technique. In total 117 responses were collected from customers by using closed-ended survey instrument and 13 face-to-face interviews were conducted with...
As of January 2020, global social media users have exceeded 3.8 billion, accounting for 49% of th... more As of January 2020, global social media users have exceeded 3.8 billion, accounting for 49% of the world’s total population. Internet and social media have become an indispensable part of people’s daily lives worldwide. However, most previous research only focuses on social media marketing in other businesses, and there is less research about the development of boutique hotel social media marketing. This study investigates the relationship between different social media marketing practices and customers’ purchase intention in Malaysia’s boutique hotels. The article also explores how to properly conduct social media marketing to increase the customer purchase intention of boutique hotels and promote the boutique hotels’ development in Malaysia. The non-probability random sampling technique 309 response was collected from Malaysian social media users using an online survey. Findings of the research found out that factors including marketing activities and eWOM significantly impact cus...
Tourism has become a global phenomenon that has benefited many economies especially developing co... more Tourism has become a global phenomenon that has benefited many economies especially developing countries worldwide. The industry is worth billions of dollars and is the world’s fastest-growing economic sector as the industry’s contribution to the worldwide economy during the year 2016 exceeded US$7.2 trillion to world GDP, representing 9.8% of global GDP and created 284 million jobs (Kumar et al., 2017). According to the World Bank, tourism has proven to be a vehicle for economic growth and job creation in the world, but it is an underdeveloped opportunity in Africa. For many developing countries such as Zimbabwe, the tourism sector is one of the most significant industries and it used to be a big contributing factor to the Zimbabwean economy in terms of foreign currency, employment, exports as well as development opportunities. From late 1980 to 1999, tourism was the fastest-growing sector in Zimbabwe but became one of the lowest-contributing sectors in a struggling economy. Touris...
Hospitality and Tourism industry is one of the fastest growing sectors in the world with its dire... more Hospitality and Tourism industry is one of the fastest growing sectors in the world with its direct contribution to GDP was USD2, 229.8bn (3.0 of total GDP) in 2015. By 2026, Travel & Tourism will account for 135,884,000 jobs directly, an increase of 2.1 per annum over the next ten years (WTTC, 2016). The potential growth trends of this sector in India and Malaysia can also be predicted by identifying occupational/professional interest trends among students in the hospitality education. This study established a comparison between 400 hospitality and tourism students of two different universities located in India and Malaysia, who identify their interests in the various domains of the hospitality and tourism industry. Findings revealed that both the Indian students and Malaysian students have a deeper interest in domains like F&B Service, F&B Production, Housekeeping and Front Office. In addition, the study infers that the score was indicative of their desire to pursue careers in Cru...
European Journal of Tourism, Hospitality and Recreation, 2016
Food business has become a popular trend for entrepreneurs these days. However, it seems that man... more Food business has become a popular trend for entrepreneurs these days. However, it seems that many entrepreneurs do not know how important is the first impression and the services offered to their guests. Consequently, many restaurants have a generally poor service, and therefore, many are closed as soon as they are opened. This study concerns more on how the first impression works in a fine-dining restaurant; hence, restaurateurs will able to know how to build on a customer’s good first impression. Previous studies, experts’ opinions, and the theories related to the topic of this study were referred and used in this study. The study was carried out in restaurant ‘C’, located in Tampere, Finland. Samples were collected from the guests who visited the restaurant ‘C’. This study contributes new knowledge regarding the first impression, and how it affects the customers’ decision behaviour as well as three different types of service clues (mechanic, humanic, and functional clues) and ho...
International Journal of Hospitality and Tourism Systems, 2015
This paper sheds light on tourists emotional experiences on holiday, which are central to increas... more This paper sheds light on tourists emotional experiences on holiday, which are central to increase our understanding of tourist behavior. Tourists usually travel to cities with good impression. Choosing a travel destination is definitely a complicated decision-making process for tourists. For safety concerns, some tourists intentionally visit somewhere familiar and nearby, but avoid nations or areas with high crime rates or political instability. A wide range of perceptions governs the desirability and appeal of a destination to the potential traveler. The importance of investigating perceptions of travel risks has been recognized with in a number of different disciplines, such as psychology, sociology, criminology and marketing. It is often assumed that perceptions of safety and security may influence individuals destination choice. Consumers use information gathered from various sources like word of mouth, different forms of media, guidebooks, talking to friends and relatives, to ...
Indian Hospitality Industry has flourished in the past few years, significantly contributing to t... more Indian Hospitality Industry has flourished in the past few years, significantly contributing to the nation's Gross Domestic Product, foreign exchange earning and employment. India is facing the war with terrorism for decades, but of late the things have been changed. The terrorists have changed their methods of strike. They now target hospitality and tourist locations as it has direct impact on human lives and economy; also they get the attention world wide. Many countries have issued travel advisories before visiting India due to recent terror attacks in Mumbai and in other destinations. The terror attacks have affected the tourism season, especially the inbound tourism. Due to this, Indian hospitality and tourism sector is witnessing low level in the recent times and thus, many of the travel agents and agencies are now witnessing a spell of booking cancellations by overseas visitors. Terrorism has shaken the hospitality and tourism industry of both developed and developing cou...
People from different cultures tend to have different ways of making decisions, based on the emph... more People from different cultures tend to have different ways of making decisions, based on the emphasis they place on different phases of the decision making process. Studies have also suggested that people from divergent national cultures use different negotiation approaches, and they do so because their perceptions of the decision making situation are conditioned by the characteristics of the national culture from which they come. A Tourist undertakes a tour to recharge his/her energy, enjoy eternal peace and tranquility and for go on adventure in a safe and secure environment. Therefore, he/she would not go to a place affected by political upheavals and terrorist attacks. Safety and security of his and belongings is also kept in mind while selecting a tourist spot. A major determinant in a traveller’s decision to visit a destination is the perception of safety and security. Specific events or a series of events may undermine these perceptions of a destination. These events or circu...
The hospitality sector is labeled as a service sector which provides services to their guest. The... more The hospitality sector is labeled as a service sector which provides services to their guest. The industry requires manpower to cope and provide to the guest demands. This situation creates the industry to be labour intensive. How about manpower supply to the industry? Over the years employee turnover has become part of the industries challenge to retain and employ new workforce. The research was to understand the determinants of Job Satisfaction and Effects on Employee Turnover in the hotels. The focus was on the Hospitality industry Food and Beverage department Operational Employees. The research tried to assess the determinants of Job satisfaction and their decision to quit therefore creating a situation of Turnover. The research revealed that Choice of Work and Job Performance influenced Turnover and the main factors of Job Satisfaction that lead to turnover were Wages/Salary and Opportunity for advancement/Career progression. The analysis also revealed that there need to be a b...
European Journal of Tourism, Hospitality and Recreation
This study investigates the link between the different service characteristics that have an influ... more This study investigates the link between the different service characteristics that have an influence on customer satisfaction in university cafeteria food services. A conceptual model comprising of different variables like food and beverage quality, service quality, food choice, price and value equality, and ambience were studied for customer satisfaction to explore the relationship among them. This study examined how dining experiences influence the satisfaction and loyalty of both non-mature (students) and mature (staff) customers, in order to find their similarities and differences within the context of university cafeteria services. The study was conducted at Taylor’s University in Malaysia by using a quantitative research approach, and 231 students and 63 staff members of the university participated in the study. The findings reveal that the various quality factors considered in the study are positively correlated with customer satisfaction and have a significant impact on the...
Asian Journal of Tourism and Hospitality Research, Mar 1, 2013
ABSTRACT People from different cultures tend to have different ways of making decisions, based on... more ABSTRACT People from different cultures tend to have different ways of making decisions, based on the emphasis they place on different phases of the decision making process. Studies have also suggested that people from divergent national cultures use different negotiation approaches, and they do so because their perceptions of the decision making situation are conditioned by the characteristics of the national culture from which they come. A Tourist undertakes a tour to recharge his/her energy, enjoy eternal peace and tranquility and for go on adventure in a safe and secure environment. Therefore, he/she would not go to a place affected by political upheavals and terrorist attacks. Safety and security of his and belongings is also kept in mind while selecting a tourist spot. A major determinant in a traveller's decision to visit a destination is the perception of safety and security. Specific events or a series of events may undermine these perceptions of a destination. These events or circumstances, individually or in a combination have a negative impact on perceptions of safety, security or desirability of tourist destinations. The work on which this paper is based is important because it sheds light on tourist's emotional experiences on holiday, which are central to increase our understanding of tourist behaviour. The importance of investigating perceptions of travel risks has been recognized with in a number of different disciplines, such as psychology, sociology, criminology and marketing. It is often assumed that perceptions of safety and security may influence individuals' destination choice. This paper is based on quantitative study conducted in Malaysia, including the nationals of Malaysia, India, China, Indonesia, Australia, and France. The study found that most holidaymakers perceive earthquake, tsunami, SARS, terrorist activities, swine flu as risk. The results of the study suggest that safety, peace and stability are major concerns for tourists' while choosing their travel destination.
ABSTRACT People from different cultures tend to have different ways of making decisions, based on... more ABSTRACT People from different cultures tend to have different ways of making decisions, based on the emphasis they place on different phases of the decision making process. Studies have also suggested that people from divergent national cultures use different negotiation approaches, and they do so because their perceptions of the decision making situation are conditioned by the characteristics of the national culture from which they come. A Tourist undertakes a tour to recharge his/her energy, enjoy eternal peace and tranquility and for go on adventure in a safe and secure environment. Therefore, he/she would not go to a place affected by political upheavals and terrorist attacks. Safety and security of his and belongings is also kept in mind while selecting a tourist spot. A major determinant in a traveller’s decision to visit a destination is the perception of safety and security. Specific events or a series of events may undermine these perceptions of a destination. These events or circumstances, individually or in a combination have a negative impact on perceptions of safety, security or desirability of tourist destinations. The work on which this paper is based is important because it sheds light on tourist’s emotional experiences on holiday, which are central to increase our understanding of tourist behaviour. The importance of investigating perceptions of travel risks has been recognized with in a number of different disciplines, such as psychology, sociology, criminology and marketing. It is often assumed that perceptions of safety and security may influence individuals’ destination choice. This paper is based on quantitative study conducted in Malaysia, including the nationals of Malaysia, India, China, Indonesia, Australia, and France. The study found that most holidaymakers perceive earthquake, tsunami, SARS, terrorist activities, swine flu as risk. The results of the study suggest that safety, peace and stability are major concerns for tourists’ while choosing their travel destination. Keywords: Destination, Safety, Risks, Decision Making, Emotions.
ABSTRACT The hospitality sector is labeled as a service sector which provides services to their g... more ABSTRACT The hospitality sector is labeled as a service sector which provides services to their guest. The industry requires manpower to cope and provide to the guest demands. This situation creates the industry to be labour intensive. How about manpower supply to the industry? Over the years employee turnover has become part of the industries challenge to retain and employ new workforce. The research was to understand the determinants of Job Satisfaction and Effects on Employee Turnover in the hotels. The focus was on the Hospitality industry Food and Beverage department Operational Employees. The research tried to assess the determinants of Job satisfaction and their decision to quit therefore creating a situation of Turnover. The research revealed that Choice of Work and Job Performance influenced Turnover and the main factors of Job Satisfaction that lead to turnover were Wages/Salary and Opportunity for advancement/Career progression. The analysis also revealed that there need to be a balance in order to attract and maintain potential employees as all factors that affect Job Satisfaction directly leads to turnover. Keywords Job Satisfaction, Motivation, Operational Employees, Choice of Work, Job Performance, Employee Turnover
As of January 2020, global social media users have exceeded 3.8 billion, accounting for 49% of th... more As of January 2020, global social media users have exceeded 3.8 billion, accounting for 49% of the world's total population. Internet and social media have become an indispensable part of people's daily lives worldwide. However, most previous research only focuses on social media marketing in other businesses, and there is less research about the development of boutique hotel social media marketing. This study investigates the relationship between different social media marketing practices and customers' purchase intention in Malaysia's boutique hotels. The article also explores how to properly conduct social media marketing to increase the customer purchase intention of boutique hotels and promote the boutique hotels' development in Malaysia. The non-probability random sampling technique 309 response was collected from Malaysian social media users using an online survey. Findings of the research found out that factors including marketing activities and eWOM significantly impact customer purchase intention of the boutique hotels in Malaysia through the mediating variable perceived usefulness and the mediating variable perceived trust. The study offers implications for the development of social media marketing in boutique hotels.
There was a time when individuals used to buy services on the basis of quality only. Today, the p... more There was a time when individuals used to buy services on the basis of quality only. Today, the practice has changed and now the customers wish to experience an overall service delivery including the physical environment, employee behavior and food quality. Quality dining experience is an important factor for both the customers as well as the restaurants. Studies in the past have discussed that how food quality, physical environment, employee behavior and service carry out important effect on customers’ dining experience. Thus the concept of customers’ experiential value will be the key in restaurant service-quality studies. This paper throws light on how food and service quality, physical environment and employee behavior impacts customers’ dining experience. The objective of this study is to investigate the combined effects of mechanic, functional, and humanic clues on customer’s dining experience in fine dining restaurants in the Malaysian hospitality industry. Consequently, this leads to a quantitative research which examines the combined effects of the physical environment (Mechanic clues), behavior of employees (Humanic clues) and the quality of the food (Functional clues).
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Papers by Anshul Garg
Keywords: Mechanic clues, Humanic Clues, Functional Clues, Dining Experience