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371.
Cedric Hsi-Jui Wu Hsiao-Chun Liao Kuang-Peng Hung Yi-Hsuan Ho 《International Journal of Hospitality Management》2012
This work proposes a theoretical model that examines how service guarantees offered by hotels affect the perceived quality and perceived risk of consumers, as well as the moderating effect of corporate reputation. We tested hypotheses with an experiment using a 2 (corporate reputation: good and poor) × 2 (guarantees coverage: unconditional and specific) × 2 (payout: money-back and non-money-back payout) between-subjects design. A total of 222 questionnaires were completed by hotel consumers in Taipei. The results indicate that the type of service guarantee significantly affects the perceived quality and perceived risk of consumers. Furthermore, corporate reputation has a moderating effect on the relationship between service guarantee type and the perceived quality and perceived risk. Some suggestions concerning service guarantee strategies for hotel services are given. 相似文献
372.
Meredith Tharapos Konrad Peszynski Kwok Hung Lau Margaret Heffernan Gillian Vesty Aida Ghalebeigi 《Accounting & Finance》2023,63(3):3173-3192
We investigate the influence of unanticipated prolonged disruption on effective teaching, student engagement and student satisfaction during campus lockdown due to COVID-19. Qualitative comments provided by undergraduate business students in the university end-of-semester survey were analysed using a variety of methods, including sentiment analysis. Our findings indicate that effective teaching through the characteristics of the instructor, can lead to enhanced student engagement and higher levels of student satisfaction in an emergency remote teaching environment. Our findings highlight the critical role of the instructor in providing cognitive and affective support to students, along with clear communication, during times of substantial change. 相似文献