Using verbal attention to enhance restaurant customer satisfaction and behavior

Managing and developing positive customer relationships is a critical factor in the success of a restaurant. In this study, waitresses either asked customers about their satisfaction with the food or service before proposing tea or coffee, or they directly proposed coffee or tea without asking about satisfaction. It was found that the number of customers who ordered coffee/tea was significantly higher when the waitress asked the customers about their satisfaction. The theoretical and practical interest of studying the effect of verbal communication toward customers is discussed.     

Antecedents of mandatory customer participation in service encounters: An empirical study

The literature on service quality and customer loyalty has long focused on enhancing the work of service providers. This study examined “the other side of the coin” in service co-production or value co-creation in service encounters by investigating how service providers might take a proactive approach to building relationships based on mandatory customer participation (MCP). The research evaluated how such antecedents as role clarity, self-efficacy, purchase importance, and servicescape could influence MCP. Path analysis revealed that these four factors significantly influenced different dimensions of MCP; which in turn had a significant impact on customer loyalty. Using these insights, managers could develop a strategic approach to managing customer roles in the service delivery process. This study adds to the body of knowledge on service quality by demonstrating empirically the determinants and structure of MCP and their relationships with customer loyalty in service co-production processes in a hospitality setting.     

饭店服务质量的测量与改进

饭店服务质量是饭店的生命。为了改进饭店的服务质量，基于Parsuraman提出的SERVOUAL方法，本文提出了饭店服务质量的满意度测量法，然后，采用鱼刺图对饭店服务质量问题进行分析并提出改进方案，新悦饭店的示例表明，本文所提出的方法是有效的。     

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.     

Place attachment,host–tourist interactions,and residents’ attitudes towards tourism development: the case of Boa Vista Island in Cape Verde

A clear understanding of residents’ attitudes towards tourism development and its determinants is a crucial pillar for designing tourism development strategies to promote sustainable development. The literature on the influence of host–tourist interactions and place attachment on residents’ attitudes towards tourism development in developing countries is still scarce. To extend knowledge in this field, this study aims at developing and testing a structural model to examine direct and indirect causal effects of place attachment, host–tourist interaction, and perceived positive and negative tourism impacts on the residents’ attitudes towards tourism development in an island tourism destination – Boa Vista Island in Cape Verde. Results suggest that the residents’ attitudes are positively affected by place attachment, host–tourist interaction, and perceived positive impacts; and negatively affected by perceived negative impacts. Host–tourist interaction emerges as the strongest (direct and indirect) determinant of the residents’ attitudes towards tourism development. Moreover, although both positive and negative perceptions of tourism impacts have significant impacts on the residents’ attitudes, the influence of the former is stronger than that of the latter. The paper ends with relevant theoretical and practical implications to promote positive residents’ attitudes towards tourism development in Boa Vista.     

休闲与生活质量关系的量化考察:国外研究进展及启示

参与休闲活动能够提高人们的生活质量,这是国内学界普遍认同的观点.然而这个观点更多地是从逻辑推演而来,还缺乏实证的量化考察.对休闲与生活质量关系的量化考察,涉及主客观两类指标的设置;而其最终价值在于帮助决策者制定和调整相关政策,采取有效措施,从而全面改善居民的休闲状况,提高其生活质量.     

提升大学生生产实习成效的途径探讨

生产实习对于提高大学生总体素质来说相当重要,但目前高等院校生产实习的教学改革还存在着一些不尽如人意的情况和问题,本文通过调查了解相关情况及问题并对此提出一些看法。     

Charleston's newfound “entertainment zone”: should we be concerned?

This CIT Research Letter addresses issues related to the night-time economy and the rapid proliferation of bars along a section of a tourism oriented city's main street. Merely 10 years ago, locals did not frequent the area, it was of no interest to tourists, and it was regarded as a neighbourhood where one would not want to walk, especially at night. However, with the area's transformation to the nightlife centre of the city, issues have arisen that are of concern to city government officials. This paper considers these concerns.     

基于Wilson模型的物流空间相互作用

从产生原理的角度、用修正的wilson模型刻画物流空间相互作用.根据该模型获得"作用强度"和"相互作用负荷"两个参数.作用强度的大小能够反映物流服务供给的合理与否;相互作用负荷增大的空间相互作用方向是进行物流设施建设的主要方位,由相互作用负荷的变化确定的物流设施的规划建设在空间方位上表现出交替性.     

语音技术在“电脑话务员”中的应用

从应用的角度,以电脑话务员为主线,讨论了语音合成技术的理论依据和实现情况,并对不同时期和不同种类电脑话务员语音技术的解决方法进行了评述。