Satisfaction and positive emotions: A comparison of the influence of hotel guests’ beliefs and attitudes on their satisfaction and emotions

This research provides a comparative study of two comprehensive servicescape models to explore the underlying influence of various hotel elements on guests’ satisfaction with, and emotional responses to, their hotel stays. Based on the theory of reasoned action (TRA) and the theory of planned behavior (TPB), this research sought to identify the differences in guests’ beliefs and attitudes about the elements of hotels’ public areas, rooms, ambiance, social, and green practices in determining their satisfaction and emotions. Two structural models were developed illustrating the theorized interrelationships between identified constructs. Data collected through an online survey from 310 guests stayed in upscale hotels with four-star ratings were used for the analysis. Results from two structural models revealed that the model with attitudes is a better predictor of guest satisfaction and emotions than the model with beliefs. Further, emotionally attached guests engage more in WOM than did satisfied guests. Hotel managers need to offer experiences that consist of elements that matter to customers since customers’ attitude towards various service elements determine their satisfaction and emotional attachment with hotels. Additionally, in order to get brand promoters through WOM recommendations, hotels need to focus on emotionally attached customers than satisfied customers.     

M-commerce: The nexus between mobile shopping service quality and loyalty

Whilst M-commerce is having a major influence in the way businesses and consumers interact, mobile shopping service quality (MS-SQ) has been understudied in the literature. This paper examines MS-SQ within a conceptual model of customer satisfaction and loyalty surveying UK customers who bought fashion clothing via their mobile devices. The results of two empirical studies confirm four dimensions of MS-SQ: efficiency, fulfilment, responsiveness and contact. Using bootstrapping of 2000 resamples, SEM results showed a significant impact of MS-SQ on customer satisfaction, which in turn impacts loyalty. These results are robust across two samples. Only the dimension efficiency exhibits an indirect effect on loyalty via satisfaction in both studies whilst controlling for gender, age, income, value of clothing item, and m-shopping experience. These findings are discussed and have managerial implications for retailers operating m-commerce sites.     

Negotiated exchanges in the online hospitality market: Hoteliers and hotel managers’ perceptions of Booking.com

Social exchange theory and online business-to-business (B2B) relational exchanges have been scarcely examined in the hospitality sector. Taking into consideration this research gap and the expansion of online travel agencies (OTAs), this exploratory study aims at examining hoteliers and hotel managers’ perceptions of their negotiated exchanges with Booking.com. Twenty two in-depth interviews were conducted with hoteliers and hotel managers from two Regions of Northern Greece. The results revealed that the informants considered their negotiated exchanges with Booking.com to be characterized by assurance rather than trust and admitted being dependent on it in financial and advertising terms. The hoteliers and hotel managers felt satisfied with their economic exchanges but required stronger social interactions. Additionally, hotel reputation was considered among the most important intangible outcomes of this partnership. Based on these findings relevant managerial implications are provided to improve social exchanges between Booking.com and accommodation providers.     

Humanizing voice assistant: The impact of voice assistant personality on consumers’ attitudes and behaviors

A voice assistant (VA), a type of voice-enabled artificial intelligence, is no longer just a character in science fiction movies. Currently, voice is embedded in a variety of products such as smartphones (mobile applications) and smart speakers in consumers' homes. Furthermore, voice assistants are becoming integral to our daily lives. While human personalities shape the way we interact with the world, voice assistant personalities can also impact everyday interactions with our environment. This study identifies seven voice assistant personality traits (VAP) of three commonly used mobile applications: Microsoft's Cortana, Google's Assistant, and Amazon's Alexa. To examine the effect of VAP on consumer experience, this study applies and extends flow theory to uncover why VAP has the effects it has and what facets of VAP drive the voice interaction flow experience that can influence consumers' attitudes and behavioral intentions. Our study shows that voice interaction with a VA that incorporates functional intelligence, sincerity, and creativity empowers consumers to take control of their voice interactions with the VA, focus on their voice interaction, and engage in exploratory behavior. Consumers' exploratory behavior leads to consumer satisfaction and consumers' willingness to continue using voice assistant.     

Understanding the user satisfaction and loyalty of customer service chatbots

The artificial intelligence (AI) chatbot is emerging as a significant corporate customer-facing application, potentially increasin customer service efficiency while reducing costs. However, little work has sought to assess the quality of service they provide consumers. This study applies the e-service quality by incorporating conversational AI quality to predict users' satisfaction and loyalty to customer service chatbots. The proposed model was empirically evaluated using survey data collected from 219 users responding about their perceptions of customer service chatbots. The findings indicate that AI chatbot service recovery quality and AI chatbot conversational quality significantly influence user satisfaction. On the other hand, core AI chatbot service quality and satisfaction significantly influenced chatbot user loyalty. This study contributes to researchers and practitioners by proposing and evaluating a more comprehensive chatbot e-service quality that combines both fundamental (core service and service recovery qualities) and human-like (conversational quality) aspects of e-service. The results are of value in devising future AI chatbot services and related strategies.     

基于文本挖掘的在线医疗社区患者评论关注点研究

使用ROST CM软件对好大夫在线的患者评论文本进行挖掘,从好评文本和差评文本两个维度,构建高频词共现语义网络,探究患者在不同满意度下评论时关注的重点,并从中总结出影响患者满意度的主要影响因素,包括医生服务态度,技术水平,医院诊疗流程,患者期望,并根据分析结果为医生、医院和在线医疗社区的服务改进提供建议。     

农民征地补偿满意度实证研究

研究目的:对农民征地补偿满意度进行测算,探究农民征地补偿预期在实践中的实现程度及征地补偿薄弱环节。研究方法:因子分析、结构方程模型。研究成果:武汉市被征地农民征地补偿满意度总指数为53.28;农民对征地补偿程序和监督二因子的满意度较低;对公开透明性、民意反馈、矛盾调解、补偿形式、补偿数量各单项指标的满意度较低。研究结论:增强征地补偿的公开透明性,提高农民参与水平、完善矛盾调解机制,提高征地补偿标准、扩大征地补偿范围等有助于提高农民对征地补偿的满意度水平。     

转入土地、农户农业信贷需求与信贷约束——基于中国家庭金融调查(CHFS)数据的分析

农村土地流转是放活经营权、促进农村土地资源优化配置的重要一环。在土地流转和规模经营中,农户面临的融资问题至关重要。基于中国家庭金融调查2015年和2017年的微观数据,本文从转入土地的视角对农户融资问题进行了研究。结果表明,我国农户的农业信贷约束较为严重、信贷缺口较大。同时,转入土地这一行为对农户信贷造成了较大的影响,主要表现为:(1)转入土地这一行为显著增加了农户的农业信贷需求,但对非农信贷需求没有显著影响;(2)虽然相比未转入土地农户,转入土地的农户参与农业信贷的比例较高,但其面临的信贷约束更加严重;(3)转入土地农户的信贷金额满足度较低,信贷金额缺口也较大。进一步从土地规模来看,转入土地规模较大的农户其信贷需求更大,信贷约束与金额不满足度表现得更为明显。本文研究表明,土地流转过程中转入土地这一行为会导致农户面临更大的信贷约束问题,应持续加大对转入土地农户的金融支持力度,全面推进乡村振兴,加快农村现代化发展。     

Long-run causality between customer satisfaction and financial performance: the case of Marriott

Prior research that examines the relationship between customer satisfaction and financial performance (FP) in the hotel sector assumes that changes in customer satisfaction lead to changes in the FP of hotels. This research note aims to bridge the gap by looking into the possibility that FP of hotels may lead to increase in customer satisfaction with the annual data of Marriott from 1995 to 2016. To study the existence of long-run interactions between customer satisfaction and FP with firm size that is proxied by number of employees as the control variable under small sample size condition, the presence of cointegration among these variables with different appropriate dependent variable is investigated with the bounds testing approach. The obtained results suggest that there is a positive long-run causality from FP to customer satisfaction, and customer satisfaction has no effect on FP in the long-run. This study also finds that firm size has no impact on customer satisfaction. Explanation on each of these findings is provided in the conclusion. The selected sample and availability of data limit the generalisability of the findings of this study. Different hotel brands, measurements and analysis techniques will further the understanding in this field.     

Customer perceptions of frontline employee service delivery: A study of Russian bank customer satisfaction and behavioural intentions

This study examines the nature of relationships between customer perceptions of frontline employee service delivery (core and relational), satisfaction and selected behavioural intentions by using customers of a commercial retail bank in Russia as its setting. Contrary to findings from North American-Western research, the study findings show that relational service delivery only significantly impacts customer satisfaction for Russian males whereas core service delivery only impacts this affective outcome for Russian female customers. Implications of the results are discussed and future research avenues are offered.