ORCID Profile
0000-0003-2905-6836
Current Organisation
Australian National University
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Publisher: Emerald
Date: 02-10-2023
Publisher: Emerald
Date: 19-06-2023
Publisher: Unpublished
Date: 2016
Publisher: Informa UK Limited
Date: 17-08-2017
Publisher: Emerald
Date: 05-06-2020
DOI: 10.1108/IJCHM-10-2019-0897
Abstract: Recognising tourists’ increasing desire for authentic destination-specific experiences, the hospitality industry has responded by increasing provision of innovative culinary activities. This study aims to use the concepts of serious leisure and terroir to examine how knowledge, physical environment and service quality influence co-creation within the culinary tourism context. Following cooking class participation, 575 domestic Iranian tourists were surveyed. These educational classes provide opportunities to learn about local foods alongside peers in an interactive setting. Consistent with the benefits of serious leisure, this consumption context could prove conducive to stimulating co-creation. Prior knowledge strongly influences tourists’ reflective and recreational motives for participation (i.e. the benefits of serious leisure). This shapes how tourists evaluate physical environments and service quality therein influencing value co-creation and supporting serious leisure as the conceptual lens through which to understand experiential culinary consumption. The proposed conceptual model was tested on domestic tourists following class participation. However, in suggesting that visually-stimulating, tactile premises with the olfactory appeal can encourage co-created experiences, the findings are relevant to service touch-point management more generally. Recognizing the influential role played by the physical and social aspects of experiential consumption, the serious leisure framework improves an extant understanding of value co-creation.
Publisher: Emerald
Date: 21-06-2013
Publisher: Emerald
Date: 14-03-2013
DOI: 10.1108/09604521311303417
Abstract: The purpose of this paper is to analyse the causes that have led to a rather fragmented view of quality management among tourism marketing organisations in Germany. The aim is to identify and to interpret the relevant societal cultural factors underpinning German management. The paper examines the influence of culture on the perception and performance of quality management in tourism organisations. The study is based on a data set which previously explored and analysed the diffusion of total quality management in German public tourism marketing organisations. In this paper, the data set has been re‐analysed and mapped against societal cultural elements. The analysis evaluates cultural factors that influence perceptions among German tourism marketing organisations on quality management. This paper identifies cultural aspects that influence the perception and performance of quality in tourism organisations. The findings relate cultural antecedents in three identified core issues of quality: underdeveloped training and motivational events for staff unbalanced strategic positioning in terms of quality and weak commitment to standards and guidelines. The implications that can be drawn from the findings of this paper are twofold. First, the results could be integrated into future educational policies in tourism. Second, implications and learning for tourism managers from this paper relate to a holistic, integrative, and systems‐based approach to quality management instead of only implementing in idual quality aspects. This paper is one of the first studies to consider the influences of societal culture on the perception and performance of quality management in the German tourism sector.
Publisher: Emerald
Date: 15-11-2011
Publisher: Emerald
Date: 12-04-2013
Publisher: SAGE Publications
Date: 12-05-2014
Abstract: Service quality and design researchers in tourism have long been directed by demand-driven paradigms and consumer-centred rationales. Ontologies and epistemologies are largely output orientated and customer centred, that is, performance of services, number of satisfied customers, loyal repeat visitors, overnight stays, financial performance and others. We argue that a need exists to reduce this imbalance. This conceptual article reviews the relevant literature before developing five fundamental premises regarding the enabler-oriented view of the tourism industry. Future research should conduct empirical studies to validate and/or modify the premises presented in this conceptual article.
Publisher: Cognizant, LLC
Date: 31-08-2020
DOI: 10.3727/152599519X15506259856228
Abstract: The aim of this study is twofold. First, we draw on organizational behavior, strategic management, and events literature to conceptualize the event workforce. We show that events are a highly heterogeneous organization with a temporary and project-based structure, and are characterized by a high fluctuation of paid employees and volunteers. Second, we contextualize these unique characteristics to understand knowledge sharing behavior of the event workforce. We analyze interview data from volunteers and paid employees at tourism events to make two theoretical contributions: 1) We advance theory in events literature, showing that event organizations are unique in terms of their processes and team composition 2) We contribute with novel insights of how knowledge is used in heterogeneous event teams, explaining how knowledge serves as a source of power for both volunteers and paid event managers alike.
Publisher: Emerald
Date: 27-06-2019
Publisher: Elsevier BV
Date: 10-2021
Publisher: SAGE Publications
Date: 05-08-2016
Abstract: The purpose of this study is to empirically test an integrative model linking tourists’ emotional experiences, perceived overall image, satisfaction, and intention to recommend. The model was tested using data collected from domestic tourists visiting Sardinia, Italy. Results show that tourists’ emotional experiences act as antecedents of perceived overall image and satisfaction evaluations. In addition, overall image has a positive influence on tourist satisfaction and intention to recommend. The study expands current theorizations by examining the merits of emotions in tourist behavior models. From a practical perspective, the study offers important implications for destination marketers.
Publisher: Informa UK Limited
Date: 07-10-2020
Publisher: Emerald
Date: 21-08-2019
DOI: 10.1108/JSTP-10-2018-0221
Abstract: The purpose of this paper is to examine the role of empathy in the student service experience. Taking a dyadic perspective, both students’ and staff’s perceptions are analyzed to determine if empathy matters to both actors alike and which differences in perceptions about the role of empathy between these actors exist. The authors adopt a multi-method approach and used data from 256 usable survey responses from 11 higher education service providers in Singapore. Empathy was operationalized by six cognitive and affective independent variables and multiple multivariate analyses are applied, such as multivariate analysis of variance, discriminant analysis and multiple regression analysis. Results show that both students and staff alike evaluate empathy as important in the co-created service experience. The provision of in idualized attention to students to positively influence student experience in learning was deemed important by both staff and students. Yet, there are also distinct differences. For students, it is essential that staff members have students’ best interests at heart for staff members, knowledge of students’ needs and show of care and concern are important. Students and staff perceive empathy in higher education service provision differently. Interestingly, whilst staff think caring for students is important, students feel that too much care and concern from staff has a negative effect on their experience. Hence, too much care and concern might cause potential issues with the students’ perception of “over-servicing” which might manifest as “spoon-feeding.” Instead, students are asking for in idualized and professionalized attention to be taken seriously and to be involved in the co-creation of the education service experience. This study advances the understanding of affective and cognitive aspects of empathy and their influence on students’ service experiences.
Publisher: Elsevier BV
Date: 08-2023
Publisher: Emerald
Date: 07-01-2021
Abstract: The purpose of this paper is to systematically synthesize the extant literature of knowledge sharing (KS) and knowledge transfer (KT) in the small and medium enterprise (SME) context and to contribute with predictions of emerging themes. Applied is a systematic literature review using three bibliometric techniques: (1) textual analysis for keywords and abstracts to identify the research hotspots, (2) co-citation analysis of references to identify the evolution of KS and KT in SME and (3) bibliographic coupling analysis of documents to synthesize antecedents and outcomes. A conceptual map emerges from the review to reveal the antecedents of KS and KT at the in idual, group and organizational levels. The analysis shows the strategic importance of KS and KT for the SME context. Specific findings include: (1) KS and KT are involved in enhancing SMEs strategic focus for human resources, including organizational learning, customer relations, creativity, higher profit and positive effects on operational processes and decision-making. (2) Innovation, trust and performance are identified as central human factors linked to KS and KT in SMEs. (3) Human resource (HR) management research could contribute to KS and KT in the SME domain by exploring KS- and KT-based practices, linking the emergence of innovation and innovative behaviors to these practices, leading to a better understanding of strategies that enable the long-term storage and retrieval of tacit and explicit knowledge as organizational memory in the SME context. This paper is one of the first to systematically review KS and KT in SMEs and propose a concept map. The research adds value to the growing literature of KS and KT and exposes the need for more specific activities to support SME managers, as well as HR managers, who need to facilitate KS and KT in SMEs.
Publisher: Cognizant, LLC
Date: 29-09-2017
DOI: 10.3727/152599517X14998876105765
Abstract: Although there is substantial research on various elements of knowledge management in organizations, there is a gap in our understanding of how event organizations transfer knowledge. We address this gap using qualitative interview data and show in our results that knowledge transfer processes can be categorized into three distinct phases: 1) preevent , 2) event operations , and 3) postevent . Event managers and staff mostly transfer explicit knowledge preevent yet, tacit knowledge is transferred during the event operations . However, tacit knowledge is rarely converted into explicit knowledge in the postevent phase, and organizational memory is largely underutilized. Practical implications are deduced, suggesting for event organizations to adopt a more strategic approach to knowledge transfer. We suggest that event management then operates more effectively in this fast-paced and knowledge-intensive business environment, and better integrates heterogeneous event staff, including both paid employees and event volunteers.
Publisher: Routledge
Date: 29-10-2020
Publisher: SAGE Publications
Date: 18-12-2014
Abstract: The impacts of globalisation and cultural convergence theory have been discussed in various research areas. Scholars agree that global consumer behaviour becomes increasingly homogenous. However, in tourism, there is still evidence that visitor markets are distinguished and segmented according to their nationality. This study argues that national borders have lost in significance to separate markets. By means of a correspondence analysis, this study provides evidence that European travel behaviour in Australia shows similar activity patterns. The findings highlight that country-based visitor segmentation has lost momentum.
Publisher: Elsevier BV
Date: 05-2020
Publisher: Elsevier BV
Date: 12-2020
Publisher: SAGE Publications
Date: 12-2022
DOI: 10.1177/13567667221140605
Abstract: The aim of this paper is to explore what aspects create experiential value for wine tourists. We synthesize the extant literature into four dimensions for wine tourism value creation, namely, product-related aspects sensory and affective experiential aspects cognitive, educational experiential aspects and social-relational experiential value-creating aspects. So far, most studies merely discuss product-related aspects whilst insights on experiential value are less known. Using online review data from wine tourists in Australia, we develop a novel deep neural network-based framework using an innovative AI-based exploratory design. Results of the case study reveal that in addition to product-related aspects, sensory-and education-related experiential aspects are also highly important for value creation in wine tourism. Theoretical and practical implications, as well as ideas for future research are discussed.
Publisher: Elsevier BV
Date: 2019
DOI: 10.2139/SSRN.3415833
Publisher: Routledge
Date: 04-12-2020
Publisher: CABI Publishing
Date: 14-01-2022
DOI: 10.1079/TOURISM.2022.0021
Abstract: In Alpine areas, short-term-oriented tourism planning and a lack of sustainable development have often led to issues of commodification, overstrained infrastructure, increasing property prices and migration away from rural Alpine tourist destinations. © Muskat et al., 2022
Publisher: Emerald
Date: 23-08-2013
Abstract: This paper suggests mobile ethnography as a method for data collection, where Generation Y customers are integrated as active investigators. The paper aims to contribute to the debate on museums as experience‐centred places, to understanding how the experience is perceived by Generation Y, to identifying the customer journey, to providing an insight into service experience consumption and to deriving managerial implication for the museum industry of how to approach Generation Y. Mobile ethnography is applied to the National Museum of Australia in Canberra with a s le of Generation Y visitors as the future visitor market. The paper finds that there is a need to involve museum management in measuring museum experiences, especially with regard to the definition and improvement of the service‐delivery processes. Service experience must be appropriately managed by museum operators by collecting, evaluating, storing and reusing relevant data on customer experience. Mobile ethnography and tools such as MyServiceFellow offer an important potential source of sustainable competitive advantage by improving customer experience, particularly for Gen Y. The most significant limitation is the exploratory nature of the single case study derived from a small s le within only one museum. This is one of the few studies to have addressed mobile ethnography in a service context and examined the museum experience of Generation Y. The paper finds that there is a need to involve museum management in service design to improve the service‐delivery process, especially with regard to the different mindsets of the Millennials.
Publisher: Springer Science and Business Media LLC
Date: 20-06-2023
DOI: 10.1007/S40558-023-00254-Z
Abstract: The aim of this research is to assess the reliability of venue check-in data. We focus on resident mobility and assess how venue check-in data can provide valuable insights into residents’ movement in tourist destinations. Understanding resident’s mobility and related activities is necessary for strategic planning and decision making for destination managers. Venue-referenced social media data (VR-SMD) is a new type of data and can provide insights into resident’s mobility and behavior. While VR-SMD is available on various social media platforms, their reliability to capture resident movement and activities has not been fully realized. We present an analytical approach to assess and demonstrate how VR-SMD, specifically venue check-in data, can be used to capture resident mobility and activities, with illustrative ex les from the United States of America, United Kingdom, and Singapore. Results and analysis indicate that tourism managers and government organizations can exploit VR-SMD for domestic tourism development.
Publisher: SAGE Publications
Date: 06-11-2023
DOI: 10.1177/00472875231164984
Abstract: Grounded in conservation of resources (COR) theory, this study identifies the effect of leadership behaviors on the resilience of tourism firms and employees in Sri Lanka during the early stages of the COVID-19 crisis. The developed conceptual model links the resilient leadership behaviors of vision sharing, leadership of tasks, and management of change with employee resilience (cognitive, behavioral, and contextual) and organizational resilience (planned and adaptive). The findings highlight that resilient leadership behaviors in the early stages of the pandemic enhanced both employee and organizational resilience. The contextual and behavioral dimensions of employee resilience mediated the effect of resilient leadership behaviors on organizational resilience. The study offers suggestions for the development of organizational resilience and the specific support that may facilitate the recovery of the tourism sector from the COVID-19 crisis.
Publisher: Elsevier BV
Date: 07-2021
Publisher: Elsevier BV
Date: 2012
DOI: 10.2139/SSRN.2202179
Publisher: Informa UK Limited
Date: 31-07-2017
Publisher: Emerald
Date: 20-06-2016
DOI: 10.1108/IJQSS-08-2015-0058
Abstract: The purpose of this paper is to identify and synthesize major streams of research on quality of student experience in higher education, to present an agenda for future research. The paper presents a systematic review of research published in high-quality journals during the period 2000 to 2014 in the areas of quality of student experience and higher education. Findings highlight current research trends on the quality of student experience in higher education. Results show five prevailing research streams: exploration of learning experience exploration of student experience gender differences in assessment of higher education experience improvement in quality of student experience and student satisfaction with higher education experience. The identification of the five research streams provides the basis for a synthesis of key issues identified within each research stream. In addition, the identification of purposes and limitations in existing research supports attempts to address issues of the quality of student experiences in higher education. Literature currently portrays the quality of student experience as a student-centric idea. Together with the purposes and limitations identified in existing research, the paper proposes an agenda for future research that increases the variety of research streams to provide a deeper understanding of the student experience and to enhance the delivery of quality in higher education. The findings contribute to the research scene by providing important insights in terms of the current trends and focus of existing research in the area of quality of student experiences in higher education.
Publisher: Emerald
Date: 16-08-2022
Abstract: This study aims to explore and synthesize the role of knowledge management (KM) in tourism organizations (including micro, small, medium and large enterprises and destination management organizations). This study adopts systematic review methods to synthesize the role of KM in tourism from 90 journal articles. This study identifies the prominent theories adopted to explore the relation and impact of KM in the tourism sector, the geographic distribution of the literature and thorough qualitative synthesis. This study identifies the critical research themes investigated and the outcome of KM applications. Finally, through reviews, this study identifies critical gaps in the literature and offer promising avenues to advance the KM in tourism research. This is one of the few papers that comprehensively review the role of KM in the tourism industry and offer implications.
Publisher: SAGE Publications
Date: 21-01-2019
Abstract: This study examines tourists’ dining experiences and tests competing models of predictors of satisfaction and behavioral intentions. Specifically, we examine the influence of service quality, quality of environment, food quality, price fairness, authenticity, and tourist satisfaction on behavioral intentions. Within the context of mountain hut casual ethnic restaurants and a survey of 304 respondent tourists, we apply partial least squares-structural equation modeling (PLS-SEM) to test both the baseline and the competing, hierarchical latent model. First, results for the baseline model show that satisfaction fully mediates the relationship between the various quality attributes and behavioral intentions. Second, results from the competing model confirm that food quality, service quality, and quality of environment form a second-order construct of perceived quality. Third, results reveal that service quality, quality of the environment, and food quality are best represented as a second-order construct in modeling predictors to evaluate the tourism dining experiences relative to tourist satisfaction and behavioral intentions. Fourth, we show that authenticity is a stronger predictor of satisfaction than price fairness and service quality.
Publisher: Informa UK Limited
Date: 17-01-2023
Publisher: SAGE Publications
Date: 10-06-2020
Abstract: Tourism planners rely on accurate demand forecasting. However, despite numerous advancements, crucial methodological issues remain unaddressed. This study aims to further improve the modeling accuracy and advance the artificial intelligence (AI)-based tourism demand forecasting methods. Deep learning models that predict tourism demand are often highly complex and encounter overfitting, which is mainly caused by two underlying problems: (1) access to limited data volumes and (2) additional explanatory variable requirement. To address these issues, we use a decomposition method that achieves high accuracy in short- and long-term AI-based forecasting models. The proposed method effectively decomposes the data and increases accuracy without additional data requirement. In conclusion, this study alleviates the overfitting issue and provides a methodological contribution by proposing a highly accurate deep learning method for AI-based tourism demand modeling.
Publisher: DUV
Date: 2007
Publisher: Elsevier BV
Date: 06-2021
Publisher: Gabler
Date: 2011
Publisher: Elsevier BV
Date: 12-2022
Publisher: Emerald
Date: 16-10-2019
Abstract: The purpose of this paper is to examine how quality of work life (QWL) influences job satisfaction and to test if gender and organizational type moderate this relationship for Generation Y (Gen-Y). Questionnaire data were collected from 328 Gen-Y employees in European hospitality businesses. Drawing on generational theory, social role theory and person–environment (P–E) fit theory, the authors discuss how gender and organizational types (i.e. independent vs corporate structures) moderate Gen-Y’s QWL–job satisfaction relationship. The findings of the paper are as follows: first, gender and organizational type influence the QWL–job satisfaction relationship for Gen-Y. Second, job security does not change job satisfaction levels for female employees while high levels of job security negatively influence job satisfaction for male employees. Third, receiving appreciation at work increases job satisfaction for both women and men but, when receiving little appreciation at work, women remain more satisfied. Fourth, having opportunities to contribute to decisions positively affects Gen-Y’s job satisfaction. Fifth, having the right to say is more important in independent organizations, while the opportunity to realize an employee’s own potential leads to higher job satisfaction in corporate organizations. The study contributes to the limited empirical scholarly research, adding to a deeper understanding of influencing factors of Gen-Y’s QWL–job satisfaction relationship.
Publisher: Elsevier BV
Date: 07-2023
Publisher: Informa UK Limited
Date: 11-2017
Publisher: Unpublished
Date: 2017
Publisher: Routledge
Date: 10-2020
Publisher: Elsevier BV
Date: 12-2014
No related grants have been discovered for Birgit Muskat.