Factors influencing repeat visits to a destination: The influence of group composition

This paper is an analysis of the likelihood for repeat visits to a sun and sand destination by tourists. For this purpose, an empirical study was conducted using tourists who had visited the destination. The analysis took into account the travelling group composition. The results showed that, for the total tourist sample, overall satisfaction had the biggest influence on the decision of whether to revisit a destination, while the least important influence was the tourist's perceived image. These influences varied, however, when different travelling group compositions were considered. The results are of vital importance in tourism management policies, because they can contribute to the better design and development of tourism promotion strategies.     

Deane–Draper stores: employee empowerment in a retail environment

This case focuses on the application of employee empowerment principles to a large retail group. It provides the opportunity to analyse the manner of the strategy implementation and the consequent impact on both individuals and the organization. The case establishes significant financial underperformance in one part of a retail group and investigates the use of ‘employee empowerment’ techniques - following Carlzon (1987) - to provide a solution. The case illustrates the dysfunctional activity associated with implementing empowerment without either appropriate management control or staff training, together with the dire financial implications. The Teaching Resource Note discusses alternative approaches that might have been adopted.     

管理教练、权变奖励、组织公民行为与B2B顾客满意

本文构建了一个有关主管行为、组织公民行为和B2B顾客满意的概念模型并加以检验。研究发现（1）销售人员的组织公民行为对于B2B顾客满意具有显著正向影响；（2）销售人员组织公民行为对B2B顾客满意的影响受环境不确定性的正向调节；（3）感知的管理教练行为和权变奖励均对销售人员的情感性组织承诺和组织公民行为具有正效应；（4）情感性组织承诺是主管行为对员工组织公民行为影响的中介变量；论文最后阐述了研究的管理内涵以及未来的研究方向。     

An empirical analysis of the factors raising the interest in new shopping destinations

The relationship among the factors in the rising interest in new alternatives is empirically investigated in the context of shopping destination choice behavior. The hypothetical causal relationship is that the rising interest in new alternatives requires both active information search and considerable benefit, which is supported by the results of the mixture structural equation models using a data set containing revealed shopping behaviors and attitudes toward shopping destinations in the Tokyo metropolitan area: a lower level of satisfaction with the current choice set incites external information search for all subjects; however, the benefit of adding new alternatives affects the interest in new alternatives only in the group that engages in active information search.     

情境满意度对旅游者购物行为的影响研究——以黄山市屯溪老街为例

情境是消费者行为学的重要研究对象,它通过影响消费者的感知进而影响消费者的购买决策。本文通过对黄山市屯溪老街旅游者的购物行为进行研究,分析不同满意类型的旅游者其购物行为偏好的差异,并在此基础上提出建议。     

What can big data and text analytics tell us about hotel guest experience and satisfaction?

The tremendous growth of social media and consumer-generated content on the Internet has inspired the development of the so-called big data analytics to understand and solve real-life problems. However, while a handful of studies have employed new data sources to tackle important research problems in hospitality, there has not been a systematic application of big data analytic techniques in these studies. This study aims to explore and demonstrate the utility of big data analytics to better understand important hospitality issues, namely the relationship between hotel guest experience and satisfaction. Specifically, this study applies a text analytical approach to a large quantity of consumer reviews extracted from Expedia.com to deconstruct hotel guest experience and examine its association with satisfaction ratings. The findings reveal several dimensions of guest experience that carried varying weights and, more importantly, have novel, meaningful semantic compositions. The association between guest experience and satisfaction appears strong, suggesting that these two domains of consumer behavior are inherently connected. This study reveals that big data analytics can generate new insights into variables that have been extensively studied in existing hospitality literature. In addition, implications for theory and practice as well as directions for future research are discussed.     

会计信息披露质量与股东忠诚度关系——基于深市上市公司的实证研究

投资者关系管理可以提高公司可信度,进而提高投资者满意度和忠诚度,而提高信息披露质量可以提高公司可信度。那么,在投资者关系管理的前提下会计信息披露质量能否最终带来股东忠诚度呢?文章运用实证分析法,以2004-2005年在深圳交易所发行并上市的A股上市公司作为样本,对上市公司会计信息披露质量与股东忠诚度之间的关系进行统计检验。研究发现,会计信息披露质量与前十大流通股股东增持率有显著的正相关关系,即会计信息披露质量的提高会增加股东忠诚度。研究结果也表明深市信息披露考核等级每增加10%,前十大流通股股东的增持率就会增加大约2%。同时发现,股本扩张能力越强,流通股股东增持率越大,越能吸引股东并提高股东忠诚度。但是,公司盈利能力、公司成长性、公司治理结构和公司规模对增强前十大流通股股东的增持率无显著作用。     

Franchisees' trust in and satisfaction with franchise partnerships

This paper aims to establish the relationship between the antecedents of trust, trust itself, and franchisee satisfaction. Taking its cue from power-dependence, international business, and social exchange theories, the paper contributes to the franchise literature by offering a more comprehensive theoretical perspective to aid understanding of trust development in and satisfaction with franchise partnerships. Drawing on a multi-sector survey of Turkish franchisees, the study provides empirical evidence of the impact of the franchisors' role performance and cultural sensitivity on franchisees' trust in and satisfaction with franchise partnerships. Furthermore, this research demonstrates the central role of communication in the development of franchisees' trust.     

基于SEM的智慧旅游满意度研究——以山西皇城相府为例

"美丽中国之旅—2014智慧旅游年"已成为2014年旅游宣传主题。智慧旅游作为一个全新的命题,是现代技术与现代旅游业相融合的产物,为满足游客的个性化需求提供保障。因此,有必要对智慧旅游满意度进行深入研究,提升旅游服务质量,从而提高游客对景区的满意度。文章运用结构方程模型,以山西皇城相府为例,构建游客智慧旅游满意度指数模型,对游客智慧旅游满意度进行研究。结果表明,"智慧旅游的基础建设"对游客智慧旅游满意度影响最为显著,游客智慧旅游满意度指数模型中潜变量间的关系与模型之前假定的情况基本吻合。在研究分析基础上,对皇城相府游客智慧旅游满意度进行研究,并给出合理建议。     

Exploring the intention to continue using web-based self-service

The popularization of Internet and the development of cloud computing have not only changed our lifestyles, but have impacted the ways in which enterprises relate with their customers. For example, customers and enterprises can now directly interact through web-based self-services (e.g., Internet banking, online ticketing, online bookstores, and online reservations) that do not require face-to-face interactions. Web-based self-services (WBSS) allow enterprises to proactively initiate contacts with customers and respond to their needs. Customers can also quickly access the services they want online, at any time and place, thus enhancing overall service efficiency. However, a review of the previous literature shows that most related studies have used the Technology Acceptance Model, which examines perceived usefulness, perceived ease of use and attitude toward use, in order to investigate user behaviors when operating a WBSS. In contrast, there are few studies that examine the impact of perceived usefulness and perceived quality features on the continued intention to use a WBSS. Therefore, this study applied the questionnaire method and investigated the relationships among users’ perceived usage characteristics, quality characteristics, satisfaction and continued usage intention with regard to WBSS. Based on the results, specific recommendations are provided for enterprises to enhance the intention to continue using WBSS.