Multigroup validation of the service quality,customer satisfaction and performance links in higher education

The notion of ‘students as customers’ continues to be prominent, yet is insufficiently explored, especially from the standpoint of various stakeholders. To address this inadequacy, the present study employs a multigroup analysis of the service profit chain (SPC) model in higher education (HE). Its purpose is to examine the complete SPC model regarding stakeholder perceptions in order to inform its validation and implementation. A cross-sectional survey was employed in order to enable multigroup comparison of a comprehensive research model on subsamples of employees and students by means of structural equation modeling (SEM). Results provide support for the proposed SPC model within the sample of vocational colleges. Besides strongly linked constructs (quality–satisfaction–loyalty), some notable weaknesses (cracked ‘satisfaction mirror’) are found. Multigroup analysis also indicates some important differences between employees and students. Implications are provided for strategic service management in HE, which should acknowledge the differences among stakeholder perceptions.     

Going beyond the traditional destination competitiveness – reflections on a smart destination in the current research

ABSTRACT

This paper reviews the literature on tourism destination competitiveness from different aspects, focusing on comparative and competitive advantages. Also, the paper highlights the importance of information and communication technologies (ICTs) in tourism destinations and their increasing impact on the achievement of destination competitiveness. Thanks to the wider application of ICTs in tourism, tourists nowadays are well informed and have access to global market which creates a new dynamic environment by creating a smart demand. Since smartness emphasizes on ICT-based tools, including smartness integration for value co-creation, it can increase and enhance destination competitiveness. In this regard, special emphasis is placed on exploring the core components of smartness and smart tourism destination.     

Modified Importance–Performance Analysis for Evaluating Tourism Businesses Strategies: Comparison of Slovenia and Serbia

A modified nine‐quadrant importance–performance analysis is employed to assess the importance which Slovenian and Serbian tourism industry stakeholders attach to 48 nominated strategic activities to promote business and destination competitiveness. An important finding is that respondents in each country allocated the bulk of activities to the ‘keep up the good work’ strategy. In both destinations, this strategy was dominated by activities related to product development and innovation. The paper concludes with a discussion of how the identified priority activities require close examination to determine their ‘enabling conditions’ and the implications of an action based on them. Copyright © 2015 John Wiley & Sons, Ltd.     

Visual Data Mining: Analysis of Airline Service Quality Attributes

The objectives of the study are to identify the key airline quality attributes from online review posts and to examine the effect of identified airline quality attributes on eWOM communication. This study employed data-mining techniques and logistic regression on 901 passenger reviews to evaluate the service quality of passenger airlines. The major contribution was identifying the most salient topics of travelers complimenting and complaining reviews. Passengers’ comments support that service, staff, cabin seat comfort, and entertainment are among the most discussed themes in positive and negative reviews. Additionally, value, seat comfort, staff/service, and catering were found to be significant predictors of airline eWOM.     

Baltic stock markets and the financial crisis of 2008–2009

This study presents new evidence on stock market integration by investigating the linkages between developed European stock markets and emerging stock markets. We focus on three countries in the Baltic region, namely Estonia, Latvia and Lithuania with particular attention to the recent financial crisis of 2008–2009. The study is motivated by traditional stock market studies of integration, which show that developed stock markets are highly integrated, while emerging markets may be segmented. How integrated these emerging stock markets are in a crisis period with respect to the EUROSTOXX50 stock index is an empirical question investigated in this study. While the results of this study demonstrate that the Baltic stock markets were apparently segmented before the crisis, they were highly integrated during the crisis. The results of the variance decomposition analysis show that a large proportion of the forecast variance of the Baltic stock markets can be explained by the EUROSTOXX50 during the crisis. The results from the quantile regressions demonstrate that during the crisis the returns of the lowest quantile were most sensitive to the EUROSTOXX50 stock index. All these results imply less diversification benefits during crises when investors would need them the most.     

The effect of weather factors on restaurant sales

Weather factors have been shown to affect human behavior and mood. On the other hand, mood has a strong effect on total demand and demand for specific products. In this study, we have tested the effect of 17 different weather factors on the demand for specific restaurant menu items. We have also tested the effect of weather factors on the demand for different menu item categories, on hot and cold, and light, medium, and heavy menu items. The results indicate that different weather factors have different effects on different menu items and that the sales of some items are more affected by weather while others are not affected. These results can be used in the process of menu engineering and for the differential pricing of menu items according to the changes in weather factors.     

Achieving destination competitiveness: an importance–performance analysis of Serbia

As a relatively new and under-researched tourism destination, Serbia provides an interesting context to assess destination competitiveness in conditions of global environmental changes and the additional challenges of transition from a socialist economy to a market-based economy. This article uses importance–performance analysis (IPA) to assess the importance of different activities to underpin tourism development in Serbia, as well as the industry's perceived performance in respect of these activities. There are a number of areas in which Serbian tourism industry considers itself to be underperforming in the implementation of activities to maintain destination competitiveness. This article analyses these results in detail using IPA as a diagnostic tool. Particular attention is paid to investigating the implications of the findings for both destination managers and private tourism operators in Serbia that can assist them to develop a focused action agenda to achieve and maintain destination competitive advantage. The approach can be used in other destinations to assess tourism ability to meet the challenges of global trends.