IDEAS home Printed from https://ideas.repec.org/a/rom/mancon/v17y2023i1p664-677.html
   My bibliography  Save this article

Gamification Effectiveness In Tourism Industry: Evidence From Human Resource Process Tracing

Author

Listed:
  • Behzad MOHAMMADIAN
  • Corina MARINESCU

Abstract

There is a pervasive belief that irresistible organizations are forged by exceptional employees who carefully selected and possess the right competencies. The aim of this study is to delve into the true efficacy of gamification in the recruitment process, specifically within a leading railway transportation company that can have many lessons to tourism industry. To address the core concern of this research, we adopted an innovative case study research strategy called “Outcome Explain Process Tracing†. This approach allowed to gather various types of data, combining insights from a thorough literature review to establish theoretical clues, alongside data from passenger surveys, interviews with managers and crews, and relevant organizational archives and documents to provide practical evidence. The results of this study demonstrate that gamified recruitment, from the perspective of key stakeholders in the process (Passengers, Managers, and Crews), has been exceptionally effective in generating a competitive advantage. The findings of this study are expected to offer substantial insights into the tourism industry, empowering it to make informed decisions when redesigning their HR (human resources) processes. The investigation’s results suggest that incorporating an element of fun in HR processes can remarkably improve HR-related Key Performance Indicators. This study makes a significant contribution to the gamification literature by investigating its effectiveness within the realm of HR practices in the tourism industry.

Suggested Citation

  • Behzad MOHAMMADIAN & Corina MARINESCU, 2023. "Gamification Effectiveness In Tourism Industry: Evidence From Human Resource Process Tracing," Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 17(1), pages 664-677, November.
    • Handle: RePEc:rom:mancon:v:17:y:2023:i:1:p:664-677
    DOI: 10.24818/IMC/2023/04.11
    as

    Download full text from publisher

    File URL: https://conference.management.ase.ro/archives/2023/pdf_IMC2023/S4/4_11.pdf
    Download Restriction: no
    File URL: https://libkey.io/10.24818/IMC/2023/04.11?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Kai Huotari & Juho Hamari, 2017. "A definition for gamification: anchoring gamification in the service marketing literature," Electronic Markets, Springer;IIM University of St. Gallen, vol. 27(1), pages 21-31, February.
    2. Chou, Jui-Sheng & Kim, Changwan & Kuo, Yao-Chen & Ou, Nai-Chi, 2011. "Deploying effective service strategy in the operations stage of high-speed rail," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 47(4), pages 507-519, July.
    3. Yuning Wang & Zhe Zhang & Mengyuan Zhu & Hexian Wang, 2020. "The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin, China," SAGE Open, , vol. 10(1), pages 21582440198, January.
    4. Koivisto, Jonna & Hamari, Juho, 2019. "The rise of motivational information systems: A review of gamification research," International Journal of Information Management, Elsevier, vol. 45(C), pages 191-210.
    5. Baum, Tom, 2015. "Human resources in tourism: Still waiting for change? – A 2015 reprise," Tourism Management, Elsevier, vol. 50(C), pages 204-212.
    6. Chen, Ching-Fu, 2008. "Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(4), pages 709-717, May.
    7. Devi Prasad Maruvada & Raja Shekhar Bellamkonda, 2017. "RAILQUAL: a multiple item scale for evaluating railway passenger service quality and satisfaction," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 27(2), pages 145-166.
    8. Friedrichs, Jörg & Kratochwil, Friedrich, 2009. "On Acting and Knowing: How Pragmatism Can Advance International Relations Research and Methodology," International Organization, Cambridge University Press, vol. 63(4), pages 701-731, October.
    9. van Lierop, Dea & El-Geneidy, Ahmed, 2016. "Enjoying loyalty: The relationship between service quality, customer satisfaction, and behavioral intentions in public transit," Research in Transportation Economics, Elsevier, vol. 59(C), pages 50-59.
    10. Shen, Weiwei & Xiao, Weizhou & Wang, Xin, 2016. "Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares," Transport Policy, Elsevier, vol. 46(C), pages 20-31.
    11. Machado-León, José Luis & de Oña, Rocío & Baouni, Tahar & de Oña, Juan, 2017. "Railway transit services in Algiers: priority improvement actions based on users perceptions," Transport Policy, Elsevier, vol. 53(C), pages 175-185.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Mandhani, Jyoti & Nayak, Jogendra Kumar & Parida, Manoranjan, 2020. "Interrelationships among service quality factors of Metro Rail Transit System: An integrated Bayesian networks and PLS-SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 140(C), pages 320-336.
    2. Sanusi Ibrahim & Yinggui Zhang & Abdulaziz Ahmad, 2025. "Rail-based public transportation service quality and customer satisfaction: a decade of insights and advances," Public Transport, Springer, vol. 17(1), pages 45-69, March.
    3. Diep Ngoc Su & Duy Quy Nguyen-Phuoc & Lester W. Johnson, 2021. "Effects of perceived safety, involvement and perceived service quality on loyalty intention among ride-sourcing passengers," Transportation, Springer, vol. 48(1), pages 369-393, February.
    4. Nattiya Wonglakorn & Vatanavongs Ratanavaraha & Ampol Karoonsoontawong & Sajjakaj Jomnonkwao, 2021. "Exploring Passenger Loyalty and Related Factors for Urban Railways in Thailand," Sustainability, MDPI, vol. 13(10), pages 1-15, May.
    5. Yuning Wang & Zhe Zhang & Mengyuan Zhu & Hexian Wang, 2020. "The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin, China," SAGE Open, , vol. 10(1), pages 21582440198, January.
    6. Nguyen-Phuoc, Duy Quy & Vo, Nguyen S. & Su, Diep Ngoc & Nguyen, Vinh Hoang & Oviedo-Trespalacios, Oscar, 2021. "What makes passengers continue using and talking positively about ride-hailing services? The role of the booking app and post-booking service quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 150(C), pages 367-384.
    7. Jiechao Zhang & Xuedong Yan & Meiwu An & Li Sun, 2017. "The Impact of Beijing Subway’s New Fare Policy on Riders’ Attitude, Travel Pattern and Demand," Sustainability, MDPI, vol. 9(5), pages 1-21, April.
    8. Quy Nguyen-Phuoc, Duy & Nguyen, Teron & Ngoc Su, Diep & Thi Le, Phuong & Oviedo-Trespalacios, Oscar, 2022. "How do social cues from other passengers affect word-of-mouth and intention to continue using bus services? A second-order SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 158(C), pages 302-320.
    9. Martin Adam & Konstantin Roethke & Alexander Benlian, 2022. "Gamblified digital product offerings: an experimental study of loot box menu designs," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 971-986, June.
    10. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Nur Izzi Md. Yusoff & Amiruddin Ismail & Muhamad Razuhanafi Mat Yazid & Nor Aznirahani Mhd Yunin & Sotaro Yukawa, 2021. "Gender and Age Do Matter: Exploring the Effect of Passengers’ Gender and Age on the Perception of Light Rail Transit Service Quality in Kuala Lumpur, Malaysia," Sustainability, MDPI, vol. 13(2), pages 1-18, January.
    11. Panuwat Wisutwattanasak & Thanapong Champahom & Sajjakaj Jomnonkwao & Manlika Seefong & Kestsirin Theerathitichaipa & Rattanaporn Kasemsri & Vatanavongs Ratanavaraha, 2023. "Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand," Logistics, MDPI, vol. 7(4), pages 1-24, December.
    12. Zhou, Fei & Lin, Youhai & Mou, Jian & Cohen, Jason & Chen, Sihua, 2023. "Understanding the dark side of gamified interactions on short-form video platforms: Through a lens of expectations violations theory," Technological Forecasting and Social Change, Elsevier, vol. 186(PB).
    13. Sharma, Wamika & Lim, Weng Marc & Kumar, Satish & Verma, Aastha & Kumra, Rajeev, 2024. "Game on! A state-of-the-art overview of doing business with gamification," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    14. Raky Julio & Andres Monzon & Yusak O. Susilo, 2024. "Identifying key elements for user satisfaction of bike-sharing systems: a combination of direct and indirect evaluations," Transportation, Springer, vol. 51(2), pages 407-438, April.
    15. Bekk, Magdalena & Eppmann, René & Klein, Kristina & Völckner, Franziska, 2022. "All that glitters is not gold: An investigation into the undesired effects of gamification and how to mitigate them through gamification design," International Journal of Research in Marketing, Elsevier, vol. 39(4), pages 1059-1081.
    16. Nguyen-Phuoc, Duy Quy & Su, Diep Ngoc & Tran, Phuong Thi Kim & Le, Diem-Trinh Thi & Johnson, Lester W., 2020. "Factors influencing customer's loyalty towards ride-hailing taxi services – A case study of Vietnam," Transportation Research Part A: Policy and Practice, Elsevier, vol. 134(C), pages 96-112.
    17. Vlachos, Ilias & Lin, Zhibin, 2014. "Drivers of airline loyalty: Evidence from the business travelers in China," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 71(C), pages 1-17.
    18. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Mohd Haniff Osman & Faridah Hanim Khairuddin & Nur Mustakiza Zakaria, 2022. "An Empirical Study of Passengers’ Perceived Satisfaction with Monorail Service Quality: Case of Kuala Lumpur, Malaysia," Sustainability, MDPI, vol. 14(11), pages 1-17, May.
    19. Behl, Abhishek & Jayawardena, Nirma & Bhardwaj, Shikha & Pereira, Vijay & del Giudice, Manlio & Zhang, Justin, 2024. "Examining the failure of gamification in implementing innovation from the perspective of problematization in the retail sectors of emerging economies," Technovation, Elsevier, vol. 129(C).
    20. Ismail, Noor Azina & Jenatabadi, Hashem Salarzadeh, 2014. "The influence of firm age on the relationships of airline performance, economic situation and internal operation," Transportation Research Part A: Policy and Practice, Elsevier, vol. 67(C), pages 212-224.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rom:mancon:v:17:y:2023:i:1:p:664-677. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Ciocoiu Nadia Carmen (email available below). General contact details of provider: https://edirc.repec.org/data/mnasero.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.