Using integrated quality assessment for hotel service quality

In the age of growing foreign tourism, providing excellent quality service at hotels is increasingly more important. Service quality and customer satisfaction have gradually been recognized as key factors used to gain competitive advantage and customer retention. Most companies conducted satisfaction surveys of their customers, with a view of using analysed results to identify attributes of potential improvement. However, this kind improvement decisions on the attributes with a lower satisfaction level needs not to be appropriated. Thus, to achieve higher levels of overall satisfaction with the hotel experience, this study combined four simple methods, including Kano’s model, refined Kano’s model, Importance-Satisfaction model, and the Improvement index, to evaluate two types of hotels. The integrated approach of service quality measurement is based on the importance and satisfaction survey of the quality attributes. The survey, with 24 attributes and service items, were administrated to a random sample of 400 customers at one business hotel and one resort hotel in Taiwan. The strategies of these two kinds of hotels were compared and discussed in this study. On the basis of the key quality attributes identified by employing the integrated approach, which are significantly different from those identified on the basis of a simple satisfaction survey, hotels can make appropriate decisions on specific areas for improvement to further enhance the hotel service quality in Taiwan.     

The influence of greenwash on green word-of-mouth (green WOM): the mediation effects of green perceived quality and green satisfaction

The study discusses the influence of greenwash on green word-of-mouth (green WOM) and explores the mediation roles of green perceived quality and green satisfaction. The research object of this study focuses on Taiwanese consumers who have the experience to purchase information and electronics products in Taiwan. This research utilizes structural equation modeling to undertake an empirical study. The results indicate that greenwash negatively affects green WOM. Besides, this paper proves that greenwash negatively impacts green perceived quality and green satisfaction which would positively influence green WOM. This study demonstrates that green perceived quality and green satisfaction mediate the negative relationship between greenwash and green WOM. It means that greenwash does not only have a directly negative effect on green WOM, but also have an indirectly negative effect on it via green perceived quality and green satisfaction. Thus, this study suggests that companies should decrease their greenwash behaviors and enhance their consumers’ green perceived quality and green satisfaction to increase their consumers’ green WOM.     

Customer satisfaction of bicycle sharing: studying perceived service quality with SEM model

ABSTRACT

Bicycle sharing is an emerging business in many cities worldwide and has attracted a large number of users, due to its convenience, environmental friendliness, low cost, and flexibility for short-distance travels. This study evaluates main factors affecting the perceived service quality, satisfaction, and loyalty of bicycle sharing customers. We design measurement variables, conduct a satisfactory survey on customers using OFO bicycle sharing service in Ningbo, China, develop a Service-Satisfaction-Loyalty model using structure equation modeling (SEM), and conduct statistical analysis. The perceived service quality was simplified to three dimensions including: perceived service quality of platform, perceived quality of bicycle entity, and perceived quality of value. The results show that SEM model can account for commonly unobserved variables within satisfaction and loyalty of bicycle-sharing. Perceived services quality of bicycle entity and platform are found to affect customer satisfaction significantly, while perceived quality of value is not a significant factor. This study confirms that satisfaction decisively leads to loyalty of bicycle sharing.     

Profit sharing and the quality of relations with the boss

Profit sharing generates conflicting changes in the relationship between supervisors and workers. It may increase cooperation and helping effort. At the same time it can increase direct monitoring and pressure by the supervisor, and mutual monitoring and peer pressure from other workers that is transmitted through the supervisor. Using UK data on satisfaction with the boss, we show in both cross-section and panel estimates that workers under profit sharing tend to have lower satisfaction with their supervisor. This result persists even as profit sharing has no or a positive influence on other dimensions of job satisfaction. Additional estimates show that lower satisfaction with the supervisor is largely generated by women, who may be less able to respond to peer pressure, and by non-union workers, who may have more to lose by failing to respond to peer pressure.     

Identifying Optimal Items in Quality of Life Assessment

Quality of life has drawn increasing attention in health science and more efforts have been devoted to develop instruments that are valid and reliable to assess quality of life. The World Health Organization (WHO) has devised an instrument World Health Organization Quality of Life Survey- Abbreviated Version (WHOQOL-BREF) to assess quality of life, but the psychometric property of each individual item has not been studied yet. Using item response theory, we examine the properties of the WHOQOL-BRIEF Taiwan version. Samejima’s graded response model was fitted, and item parameters were calculated. The items were ranked base on their discrimination power, and the best items are identified. Several data with subset of items (22, 20, 18, 16 and 14 items) were created by omitting items with lower discrimination power. The test information function of the full questionnaire and the subsets were compared. The results showed there were significant positive correlations between the full questionnaire and the subsets of items and the distributions are similar. The test information function showed the maximum amount of test information spaced over two ends of the theta continuum, and this suggested that the WHOQOL-BREF provided more information for groups with either lower or higher satisfaction of quality of life, while it is less discriminating for individuals in the middle range.     

Service quality of travel agents in Turkey

Customer satisfaction is an important measure of service quality in travel agents. Customers’ perceptions about agents seem to have been largely ignored by agent management in developing countries. The assessment of service quality provides an important feedback for agents to assess and improve its service to its customers. The aim of this study is to develop a reliable and valid instrument measure customer satisfaction in travel agents. A questionnaire to measure the service quality of travel agents was used and a total of 217 customers in Turkey were interviewed. Factor analysis was utilized to determine the factor structure. The instrument of the customer satisfaction developed in this study provides insights to the researches who study the improvement of customer satisfaction with service quality of travel agents and decision markers.     

User innovation and entrepreneurship in the virtual world: A study of Second Life residents

While prior studies have investigated factors, processes and pathways traversed in user innovation and user entrepreneurship within the real world, there is scant attention for user innovation and user entrepreneurship that take place within the virtual world. We report on an exploratory study of a select group of user innovators-entrepreneurs in Second Life, using virtual participant observation and in-depth interviews. Results suggest that the paths traversed by user innovators and user entrepreneurs in the virtual life broadly resemble those in the real life as reported in the literature. Interestingly, our study also suggests that Second Life as a virtual world breeds opportunities leading to entrepreneurial acts in the ‘real’ world as well as further opportunities in the Second Life. The virtual world itself, as a technological platform, also generates a range of opportunities. We formulate testable propositions and further link our insights to existing research on the drivers and pathways of user innovation and entrepreneurship in the ‘real’ world (i.e., the role of prior knowledge and networks), Austrian economics theory of entrepreneurial discovery, and creative collective theory.     

The effects of occupational stress on burnout and life satisfaction: a study in accountants

The aim of this study is to determine the impact of occupational stress on burnout and life satisfaction in accountants. The study deals with burnout from three dimensions: emotional exhaustion, lack of personal accomplishment and depersonalization. Certain hypotheses were developed according to a model. These hypotheses mainly measure the negative impact of occupational stress on life satisfaction and its positive impact on burnout. In order to test these hypotheses, a study was conducted in 217 accountants in the city of Kayseri in Turkey. On the research revealed that occupational stress has a negative impact on life satisfaction, while it has a positive impact on the three dimensions of burnout listed above. Based on these results, the study argues that occupational stress is an important factor in determining the life satisfaction and burnout levels of accountants. Finally in this study, some limitations and recommendations are presented for the researchers of future studies.     

Using Non-linear Models for a Complexity Approach to Psychological Well-being

Psychological well-being in adolescence is an increasing field of study. The literature identifies a large number of dimensions of psychological well-being. However, even when considering all these dimensions, the explanatory power of most models is rather low. Complexity theories can be a productive alternative, at the theoretical but especially the methodological level, to the limitations more traditional approaches to psychological well-being have. In this paper, we suggest a structural equation modelling approach to complexity that focuses on the non-linearity property. Given the large number of dimensions, the model is estimated in two steps as described by Jöreskog [(2000) Latent Variable Scores and Their Uses. Lincolnwood IL: Scientific Software International] First, a confirmatory factor analysis is fitted and Anderson and Rubin’s factor scores are saved. Then all possible products and squared terms of the factor scores are computed and are used as predictors of the dependent variable using an ordered logit model. The results from a sample of 968 Catalan adolescents show that a non-linear model including interaction effects among the eight dimensions, age and gender, has a higher explanatory power to predict satisfaction with life as a whole, compared to a linear model. Important consequences for the study of psychological well-being in adolescence emerge from the methodological procedure we have followed, which can be used to study any type of complex psychological and psychosocial phenomenon.     

Supply chain quality management practices and performance: An empirical study

This study proposed a conceptual framework to study the relationships among three dimensions of supply chain quality management (SCQM) – in-house quality management practices (internal QM), interaction for quality with suppliers on the upstream side of supply chain (upstream QM), and interaction for quality with customers on the downstream side of supply chain (downstream QM) – and their impact on two types of quality performance (conformance quality, and customer satisfaction). Survey data were collected from 238 plants in three industries across eight countries and structural equation modeling was used to test this framework. The results indicate a dominant role of the internal QM in SCQM which has a positive impact on the other SCQM dimensions and two types of quality performance. Downstream QM is found to mediate the relationship between internal QM and customer satisfaction, while there is a lack of direct impact of upstream QM on either type of quality performance.     

The impact of employee satisfaction on quality and profitability in high-contact service industries

The extant operations management literature has extensively investigated the associations among quality, customer satisfaction, and firm profitability. However, the influence of employee attributes on these performance dimensions has rarely been examined. In this study we investigate the impact of employee satisfaction on operational performance in high-contact service industries. Based on an empirical study of 206 service shops in Hong Kong, we examined the hypothesized relationships among employee satisfaction, service quality, customer satisfaction, and firm profitability. Using structural equations modeling, we found that employee satisfaction is significantly related to service quality and to customer satisfaction, while the latter in turn influences firm profitability. We also found that firm profitability has a moderate non-recursive effect on employee satisfaction, leading to a “satisfaction–quality–profit cycle”. Our empirical investigation suggests that employee satisfaction is an important consideration for operations managers to boost service quality and customer satisfaction. We provide empirical evidence that employee satisfaction plays a significant role in enhancing the operational performance of organizations in the high-contact service sector.     

Human resource management in action. The paradox of participation: Lessons from the tennessee valley authority

The three year Tennessee Valley Authority (TVA) quality of work life experiment was one of eight large scale projects developed by the American Center for Quality of Work Life and assessed by the University of Michigan's Institute for Social Research. The key themes of this research program involved union–management collaboration and employee participation in organizational change. This article presents major outcomes of the experiment, with particular emphasis on the participatory change process that was the central focus at TVA. The implications of participation are discussed in terms of the paradoxes of change, leadership, and process. Based on data from interviews and observation of events throughout the experiment, recommendations are provided for similar quality of work life programs.     

A structural compendium on service quality and customer satisfaction: A survey of banks in India

ABSTRACT

The core aim of the research is to measure and analyze the quality of services offered by the top three public- and private-sector banks in India and to attempt to know how bank services quality affects customer satisfaction. By administering both questionnaires and personal interviews, researchers garnered the opinions of a total of 600 respondents with BANKQUAL statement. The authors applied Cronbach’s alpha to test reliability and the selected hypotheses have been proven with Chi-square tests and t-tests. All the public-sector banks chosen for the study lead in the satisfaction index over the private-sector banks by demonstrating differences in the dimensions of credibility, influence, and geographic spread. The research is most precious to diverse stakeholders of the Indian banking industry, particularly to banks who want to know about their existing service quality for further improvement. For the first time, the researchers introduced the comprehensive BANKQUAL statement to test out the quality of bank services in India.     

心理契约对企业核心员工流失的影响分析

心理契约是存在于核心员工和企业之间的隐性契约,体现了员工与组织间责任义务的相互关系。物质报酬、环境、发展空间是影响核心员工流失的主要因素,心理契约通过其物质激励、环境支持、发展机会三个层面的满足与否对核心员工的流失产生重大影响。因此企业应重视核心员工心理契约的建立与维护,规范制度环境,满足核心员工的发展需要,从根本上降低流失率。     

ARCHSECRET: a multi‐item scale to measure service quality within the voluntary sector

This paper provides an overview of the application of SERVQUAL reflecting the theoretical criticisms concerning disconfirmation model, process orientation, role of expectations and portability. The original SERVQUAL framework was found to be inappropriate for services that had no close analogue with the private sector. A qualitative research study was undertaken to establish the sector‐specific criteria used by customers to evaluate service quality. The study identified 40 potentially unique features of the service as perceived by service recipients. These features were developed into a pilot survey instrument that comprised 40 questions, covering expectations, perceptions and importance. A pilot study was undertaken to test the instrument among disabled customers and their carers across the main centres of a national voluntary organisation. Analyses of the pilot survey data resulted in a set of 27 distinct statements across ten hypothesised service quality dimensions. These are Access, Responsiveness, Communication, Humaneness, Security, Enabling/Empowerment, Competence, Reliability, Equity, and Tangibles, giving rise to the acronym ARCHSECRET. The ARCHSECRET instrument is potentially a powerful diagnostic tool for managers in their pursuit of continuous quality improvement within voluntary sector organisations. Copyright © 2001 Henry Stewart Publications     

顾客满意度对网络消费者行为影响因素分析

随着互联网的迅速发展,购物网站大量涌现,但是顾客满意度并不是很高,从而导致购物网站顾客流失较严重,如当当网、拍拍网、淘宝网等用户流失率达到20%左右。本文以消费者为研究对象,根据顾客满意度与消费者行为的相关理论,分析顾客满意度对消费者行为影响因素,试图提高购物网站的顾客满意度。     

Emotional and Motivational Correlates of Leadership Styles: A Comprehensive Framework for Understanding Effective Leaders

It is widely believed that contemporary leaders must possess highly developed interpersonal, motivational, social, and emotional skills. However, empirical evidence documenting the specific role emotional intelligence (EI) and motivational constructs play in leadership is equivocal to date (e.g., Harms & Crede, 2010; Lindebaum & Cartwright, 2010; Walter, Cole, & Humphrey, 2011). The current study examined a proposed working leadership model based on four distinct leadership styles LSs; i.e., servant, transformational, transactional, and passive/avoidant) that could be viewed on an autonomy‐sophistication continuum based on readiness and strengths of both leaders and followers. Participants included 535 male and female junior college and high school students at a military academy. Cluster analysis (CA) results revealed four unique LS profiles that capture different combinations of the four LS styles. LS profiles were compared on a range of motivational and EI dimensions. Multivariate analysis of variance (MANOVA) results revealed support for hypothesized profile differences, including: (a) all three social motivation subscales, (b) both learning and capacity ability beliefs, (c) task but not ego motivational orientation, and (d) three revised EI subscales created when exploratory factor analysis failed to confirm the hypothesized Emotional and Social Competence Inventory factor structure for this cadet sample.     

The life satisfaction of teachers at work place,research of structural equation modelling regarding general and organized cynicism

This research aims to determine both the predictive role and level of teachers’ life satisfaction, as well as general and organizational cynic perceptions in their workplace. The study sample was composed of 457 teachers who worked in the middle schools in the center and districts of Konya in 2016, who were randomly selected by group sampling. Analysis of the research data was conducted using the statistical program AMOS 18.0, according to structural equation modeling. In the research, loneliness in teachers’ professional lives was considered in two dimensions: as “emotional deprivation” and “social friendship.” According to the research findings, it is evident that organizational cynicism is the most important variable affecting teachers’ emotional deprivation and social companionship levels. The second most important variable affecting teachers' levels of emotional deprivation is general cynicism, while social companionship levels are more affected by life satisfaction. It is also seen that there is a negative relationship between the emotional deprivation and social friendship and life satisfaction variables. The results also demonstrate a slight but statistically significant relationship between the general cynicism and the social friendship levels of teachers.     

Income comparison,collectivism and life satisfaction in Turkey

The current research examines the impact of income comparisons on life satisfaction in Turkey which has a feature of “collectivism” or “low individualism”. This is done by analyzing the results of the “Life Satisfaction Survey” applied by the Turkish Statistical Institute (TUIK) for 2011. Using ordered logit estimations, this paper reveals that most of the income comparison, interaction variables and socio-economic variables have a significant explanatory power on life satisfaction levels in Turkey. The main emphasis of the paper is that reference group’s self-reported life satisfaction is related to income comparisons, along with other socioeconomic factors. The impact of comparisons is asymmetric, in that in most cases, under-performing one’s benchmark had a greater effect than out-performing it.