Service quality and customer satisfaction: The moderating effects of hotel star rating

This research contributes to customer satisfaction knowledge with regard to accommodation in South Africa whose star grading differs. A multi-group analysis and an importance-performance map analysis by means of PLS-SEM allow us to differentiate between service quality performance scores and their influences on customer satisfaction across accommodation with a different star grading. The two most important predictors of satisfaction with one-star and two-star category accommodation are the accommodation infrastructure and the employee expertise. Both predictors were found to have relatively low levels of performance. Safety and security and room quality are two significant determinants of satisfaction with three-star establishments, although they under-perform with regard to safety and security. In respect of four-star and five-star accommodation, waiting time and customer interaction, both of which have above average performance scores, influence customer satisfaction. We provide specific guidelines for managerial interventions to improve service quality and guests’ satisfaction for each grading category.     

Perception of tourism development and subjective happiness of residents in Mashhad,Iran

Tourism development affects various aspects of a populace’s life, such as environmental, social, economic, and other areas. This study examines the effect of perceived tourism development on subjective happiness and quality of life among residents of Mashhad City, Iran. A sample size of 384 residents completed a survey. Data analysis was performed using WarpPLS. Results indicated that tourism development had an effect on the residents’ subjective happiness and quality of life (QOL) and the effects of social and micro economic factors on the residents’ subjective happiness and the effects of cultural, environmental, and macroeconomic factors on the resident’s QOL.     

The managerial implications of an analysis of tourist profiles and international hotel employee service attitude

Numerous studies indicate that customer satisfaction is closely related to hotel employees’ service attitude, and that distinct segments of a target tourist market require distinct customer service emphases. The enclosed study finds, for example, that Taiwanese tourists generally appreciate friendliness and enthusiasm, Japanese tourists admire courteousness and propriety, and American tourists value immediacy and efficiency. Marketers and personnel managers are therefore well advised to develop training strategies emphasizing empathy, gracious problem solving, and prompt individual attention for Taiwanese, Japanese, and American tourists, respectively. Importance–performance analysis (IPA) can be used to identify crucial aspects of appropriate service and recommend managerial strategies to support their implementation.     

Social media affordances: Enabling customer engagement

Despite the acknowledged importance of social media for customer engagement, our understanding of this phenomenon is limited and new theories can help shed further light on the unique features of social media in the tourism context. Our work contributes to the literature by adopting an affordance perspective that leads us to identify three distinctive social media affordances for customer engagement in tourism: persistent engagement, customized engagement, and triggered engagement. Our work also extends prior research on customer engagement by examining the process of recognition (proprioception, exteroception and coperception) through which organizations engage customers in social media.     

Drivers and barriers to cross-border e-commerce: Evidence from Spanish individual behavior

This paper explores the determinants of the individual's decision to perform cross-border e-commerce (CBeC). The European Union (EU) is especially interested in the promotion of CBeC because it is an important tool in its strategy to achieve the Digital Single Market in Europe. In this paper official data is used from a representative survey of 16,209 individuals on ICT usage by households and individuals that was carried out in Spain by the National Institute of Statistics (INE) for the year 2016. Using a standard neoclassical utility maximization framework, and logistic regression techniques, the results show that being a male is positively related to the probability of practicing CBeC. Education is positively and significantly related to the probability of being involved in CBeC with EU countries. Computer and Internet Skills are significant and positive factors in explaining CBeC (either with EU countries or with the rest of the world). The variable “how often the consumer sees other customer reviews before buying online”, has a positive effect. Foreign nationality also increases the likelihood of using CBeC. To promote CBeC in Spain measures towards developing digital skills, Internet trust and use of online information reviews of goods and services are discussed.     

Transitioning and co-evolving to upgrade value offerings: A competence-based marketing view

This article shows how subcontractors in the steel and metalworking industry can effectively upgrade their customer value offerings. The study intends to identify internal and external drivers for successful transitions. It builds on the IMP's (Industrial Marketing and Purchasing Group) research tradition by looking into value creation and competence-based marketing within business networks. Using qualitative methods, the research identifies ‘ideal’ value-added market positions and relates these to specific competence configurations. It also reveals the need to manage co-evolution with other network partners in order to make a successful transition from basic to value-added offerings. The paper contributes to business marketing science by looking explicitly into the mechanisms of internal alignment when upgrading value offerings (a pre-condition often overlooked in extant literature) and by extending the concept of co-evolution.     

A graduates ’ satisfaction index for the evaluation of the university overall quality

In the higher educational setting, students provide a relevant contribution to the quality of educational services. In such a context, the measurement of the perceived quality and related satisfaction for the university experience are of primary interest to evaluate the efficiency and efficacy of the learning processes. In this contribution, we aim at assessing the overall quality of the graduates’ university experience in terms of internal and external efficacy by applying the ECSI (European Customer Satisfaction Index) methodology, based on structural equation models and primarily developed in the context of customer satisfaction. For this aim, we propose a modified ECSI model tailored for the higher educational setting, explicitly taking into account the differences among groups of degree program. The study is carried out on data collected by the AlmaLaurea surveys at the University of Florence (Italy) in the period 2014–2017 and concerns a sample of more than 2,000 graduates. We find out eight latent variables that contribute to define the overall quality of university experience. These variables are differently affected by the type of degree program, with the highest levels of external efficacy observed for degree programs belonging to the educational, health, and engineering groups. It also turns out that interventions on the internal efficacy (i.e., quality of hardware and quality of humanware) have a direct positive effect on the university (i.e., loyalty) and an indirect positive effect on the society (i.e., external efficacy).     

遗传算法及其在客户关系管理中的应用研究

遗传算法是一种宏观意义下的仿生优化算法，它模拟生物在自然环境中的遗传和进化过程而形成的一种自适应全局优化概率搜索算法。这种算法可以用于对海量的客户信息进行搜索，提取对决策有用的信息，让企业在激烈的市场竞争中处于有利地位，最终达到最高利润。本文还通过一个简单的实例研究将该算法应用在客户关系管理中。     

运用CRM开展图书馆服务

CRM是通过对客户信息资源的管理,来提高客户对企业产品和服务的满意度。企业的客户关系管理与图书馆的读者管理具有一定的相似性。本文深入理解了CRM的内涵,分析了运用CRM开展图书馆服务的必要性、可行性,以读者为中心,分别从读者信息的获取、挖掘及运用角度,具体讨论了CRM在图书馆服务中的应用,最后预测了将CRM运用于信息服务工作的前景。     

‘The times they are a changin’? transformative organizational innovations in financial services in the UK

Much of the management guru-based literature emphasizes the transformational capacity of organizational innovations (OIs). The excellence, quality and reengineering literature purports to abandon hierarchy, bureaucracy and management control; to eradicate conflict and instil an new team and quality-based ethos. Yet much remains unknown about how these OIs are operationalized. Here we question both theoretically and empirically the validity of such transformational claims by reference to our research within financial services. We argue that despite considerable changes, OIs remain both a condition of, and location for, the exercise of organizational power relations. Bureaucratic and hierarchical structures continue to pervade organizations. Work-related pressures and tensions abound concerning issues such as control over the quality versus the quantity of work output, work intensification and job insecurity. All of which impinge upon the performance of OIs, and belie notions of a ‘transformation’ of organizational cultures, structures or strategies.