Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/91632
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dc.contributorSchool of Hotel and Tourism Managementen_US
dc.creatorChan, Jen_US
dc.creatorGao, YLen_US
dc.date.accessioned2021-11-23T06:06:48Z-
dc.date.available2021-11-23T06:06:48Z-
dc.identifier.issn0959-6119en_US
dc.identifier.urihttp://hdl.handle.net/10397/91632-
dc.language.isoenen_US
dc.publisherEmerald Group Publishing Limiteden_US
dc.rights© Emerald Publishing Limited. This AAM is provided for your own personal use only. It may not be used for resale, reprinting, systematic distribution, emailing, or for any other commercial purpose without the permission of the publisher.en_US
dc.rightsThe following publication Chan, J. and Gao, Y.L. (2021), "Measuring the up-to-date quality of online food delivery: formative index construction", International Journal of Contemporary Hospitality Management, Vol. 33 No. 12, pp. 4550-4568 is published by Emerald and is available at https://dx.doi.org/10.1108/IJCHM-06-2021-0739en_US
dc.subjectCOVID-19en_US
dc.subjectFormative indexen_US
dc.subjectOnline food deliveryen_US
dc.subjectService qualityen_US
dc.titleMeasuring the up-to-date quality of online food delivery : formative index constructionen_US
dc.typeJournal/Magazine Articleen_US
dc.identifier.spage4550en_US
dc.identifier.epage4568en_US
dc.identifier.volume33en_US
dc.identifier.issue12en_US
dc.identifier.doi10.1108/IJCHM-06-2021-0739en_US
dcterms.abstractPurpose: This study aims to fill this paucity of knowledge by exploring and formulating a formative index to measure the up-to-date quality of online food delivery (DEQUAL). The quality measurements for online food delivery have not been well recognized and even little is known after the COVID-19 outbreak. This study fills this paucity of knowledge by exploring and formulating a formative index to measure the up-to-date quality of online food delivery (DEQUAL).en_US
dcterms.abstractDesign/methodology/approach: Owing to the explorative nature and the lack of developed quality theory under the unprecedented COVID-19 pandemic, DEQUAL is conceptualized as a formative construct. This study adopts a mixed-method approach including expert interviews and online surveys to ascertain the underlying structure of DEQUAL.en_US
dcterms.abstractFindings: Using partial least squares structural equation modeling as the analytical method, the results support that DEQUAL is a formative construct with 32 indicators. This study provides a measurement index with robust psychometric properties to assist practitioners in evaluating DEQUAL.en_US
dcterms.abstractResearch limitations/implications: This study contributes a theoretical and empirical-based conceptualization of DEQUAL as a multi-dimensional construct. Supplementing the past studies which commonly applied the reflective approach, this study evinces that the formative approach is also appropriate and thence furnishes the relevance of the formative index in the service management theories.en_US
dcterms.abstractPractical implications: Practitioners are suggested to apply the validated indicators for service audit and customer relationship management. By systematically monitoring and measuring the online food delivery service quality, restaurants can improve customer satisfaction and loyalty.en_US
dcterms.abstractOriginality/value: This study offers various insights to the service quality literature in the food delivery service context.en_US
dcterms.accessRightsopen accessen_US
dcterms.bibliographicCitationInternational journal of contemporary hospitality management, 16 Nov. 2021, v. 33, no. 12, p. 4550-4568en_US
dcterms.isPartOfInternational journal of contemporary hospitality managementen_US
dcterms.issued2021-11-16-
dc.identifier.scopus2-s2.0-85117823211-
dc.identifier.eissn1757-1049en_US
dc.description.validate202111 bcvcen_US
dc.description.oaAccepted Manuscripten_US
dc.identifier.FolderNumbera1052-n01-
dc.identifier.SubFormID43858-
dc.description.fundingSourceSelf-fundeden_US
dc.description.pubStatusPublisheden_US
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