Online upselling: Moving beyond offline upselling in the hotel industry

The purpose of this study is to understand how online upselling is used in the hotel industry as a part of revenue management strategy. This study used a convergent parallel mixed method design where qualitative and quantitative data were collected in parallel, analyzed separately, and then merged. Study 1 took a qualitative approach, exploring how online upselling programs can provide additional value over offline upselling and traditional revenue management practices. Study 2 adopted a quantitative approach to analyze customers’ bidding patterns for superior room categories through secondary data. Findings indicate that an omni-channel approach to upselling can tackle the fragmented nature of multichannel upselling communications to provide customers with consistent information and experience across these channels. Through an omni-channel approach, the hotel industry can develop personalized and streamlined upselling strategies.     

Will you miss me if I am leaving? Unexpected market withdrawal of Norwegian Joy and customer satisfaction

The first “Made in Germany, Designed for Chinese” luxury cruise, Norwegian Joy, announced an unexpected Chinese-market-withdrawal decision on July 14th, 2018, less than a year after her maiden voyage from Shanghai. How does customer satisfaction change as a response to a cruise's market-withdrawal decision? By resorting to the confirmation of expectation theory, our paper highlights satisfaction as being a function of the baseline effect of expectations plus perceived disconfirmation of expectations. We propose that customer satisfaction will rise because the withdrawal decision implies strategic mistake of the cruise and therefore lowers customer expectation. Drawing on customers' comments on the largest travel agency website in China, we conducted sentiment analysis and used ‘difference in difference’ statistical approach to test our hypothesis. Results show that customer satisfaction increased after Norwegian Joy's withdrawal announcement.     

丝绸之路河西走廊物流业效率演化分析

构建了分析河西走廊物流业效率演化的指标体系,基于2009-2017年河西走廊物流业统计数据,运用DEA-Malmquist指数法测算了各市物流业效率和技术进步率,采用Tobit回归模型分析了该地区物流业效率的影响因素,并从省内、省域间、各经济区域间三个方面进行了对比分析。实证分析表明,相较于全国各省市地区,河西走廊物流业整体水平较低,物流业效率和技术进步率的强正相关性普遍存在,其物流业发展对政策偏向具有较强的依赖性;同时,技术进步率低下和基础设施匮乏也是制约物流业发展的重要因素。基于此,从政策照顾与资金投入、科技进步与管理水平和市场运营与体系建设三个方面,为河西走廊物流业发展提出了建议与改善措施。     

贵州有色金属产业集聚度与竞争力的实证研究

促进有色金属产业集聚是提升贵州省有色金属产业竞争力的主要途径之一，因而准确测度和把握有色金属产业集聚与贵州有色金属产业竞争力的关系是非常必要的。文章把贵州省放在西部九省中进行对比分析，选取区位熵反映有色金属产业集聚度，选择企业数量区位熵反映矿产资源产业区域集聚度，选取产业产值区位熵反映有色金属产业经济集聚度，而有色金属产业竞争力则选取产值利润率借以反映。具体实证数据均来源于西部9个省份的2013统计年鉴与2013年的中国有色金属工业年鉴。通过实证研究认为贵州省有色金属产业存在诸如区域集聚、经济集聚不足，产值利润率低下，产业集聚效应难以充分发挥等问题。最后提出提升贵州省有色金属产业竞争力的相关政策建议。     

Fine-dining in prisons: Online TripAdvisor reviews of The Clink training restaurants

This study evaluated customer reviews about The Clink restaurants to understand how they are rated and what experience is gained by fine dining in a prison. The Clink Charity runs training restaurants in four U.K. prisons and aims to change attitudes and transform lives through prisoner rehabilitation. This research used an interpretive case study of the Clink restaurants to evaluate online customer reviews posted on TripAdvisor. In total, 3951 reviews were analysed using Leximancer 5.0. The most prominent themes were Food: ‘fine-dining in prisons’, Visit: ‘The Clink ambassadors’, and Prison: ‘the inside and outside divide’. Despite the prison location, customers reported having exceptional, professional and memorable dining experiences delivered by highly trained chefs, and that the front of house staff would rival those in many fine-dining restaurants. Further research is required to confirm how dining at a Clink restaurant may have potentially begun to change the public perceptions of prisoners.     

Unraveling the interplay of review depth,review breadth,and review language style on review usefulness and review adoption

To examine whether long reviews are uniformly more useful to readers, this study utilizes the experimental design approach to investigate the interplay of review depth, review breadth, and review language style on readers’ perceived usefulness and adoption intention of online hotel reviews. Drawing on the results from two experiments, review depth is proven to exert a positive impact on readers’ review usefulness and adoption intention. The moderating role of review breadth is verified, and the positive effect of review depth on review usefulness is attenuated (accentuated) when review breadth is high (low). The moderating role of review language style is also confirmed, and the result shows longer reviews written in literal language are considered more useful to readers than those written in figurative language. Being one of the first studies examining the interplay of review content and review style on review usefulness, this study provides important theoretical and practical contributions.     

Coopetition strategies for competitive intelligence practices-evidence from full-service hotels

Our study investigates how coopetition strategies can influence hotels’ competitive intelligence (CI) practices to achieve a stronger competitive advantage. In-depth interviews were conducted with 39 hoteliers from 22 hotel groups in Hong Kong. Participating hotels employed different kinds of CI activities, though they were unaware of this concept. In particular, internal customer intelligence was added to integrated intelligence to better describe CI in the service sector. Still, investing in CI can be expensive and time-consuming since it requires hoteliers to align all insights from their respective intelligence pools toward building a holistic understanding of the results. We propose coopetition as a strategic approach allowing hotels to construct collective actions around CI without losing individual competitiveness. Actual coopetition in CI was only found between sister properties. Hence, we propose a coopetition model in which hotels can collaborate and compete in CI at an inter-organizational level via focusing on sharing open-source information and knowledge.     

基于SWOT-AHP模型的西塘古镇旅游产业发展策略研究

西塘古镇素有"生活着的千年古镇"之名,其旅游产业的发展存在众多优势的同时也面临严峻内外部挑战。对影响西塘古镇发展的各因素进行SWOT定性分析,并在此基础上采用AHP定量模型分析限制和促进古镇旅游业发展因素,按照AHP分析结果,从域内景点布局升级优化、区位优势挖潜、过度商业开发控制以及文化与产业融合等角度提出了对应的改进策略建议。     

突发公共事件对电影行业影响的量化研究

人工收集和整理2012—2018年在中国市场上映的首轮院线电影信息数据，构建电影需求的嵌套logit回归模型，以新冠肺炎疫情为准自然实验，来量化突发公共事件对电影行业复产复工的影响。结果显示：第一，关于上映时间选择，在恢复营业后，如果所有因为疫情尚未上映的电影选择顺延上映能有效避免过度竞争的局面。第二，关于上映节奏控制，控制好未定档电影的上映节奏，保持适当的竞争能促进经济效益提升。其中，从11月份开始以每周两部的频率上映未定档电影的经济效益最佳。第三，关于上映方式选择，与线下播放相比，疫情期间选择线上播放能及时收回成本并有利于经济收益最大化的实现。研究结论为电影行业制定复产复工策略提供依据，为未来应对突发公共卫生事件提供参考。