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.     

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。     

Expectations of Working Relationships in International Buyer–Seller Relationships: Development of a Relationship Continuum Scale

This study is an attempt to develop a scale to measure expectations of buyer–seller working relationships on a cross-cultural basis in the hospitality industry. The focus is on North American and Asian hotel salespeople. The scale development drew from previous research in guanxi relationships, purchasing, and selling strategies. While the results did not support a reliable unidimensional scale that could distinguish between transactional and collaborative working relationships, the methodology did create a framework for further scale development.     

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.     

谈如何提高修志队伍的素质

一部志书质量高低取决于修志队伍的素质水平,提高修志队伍的素质是二轮修志工作的基础工程和首要任务。文章从修志队伍人员类型的介绍入手,论述了修志队伍建设存在的问题,分析了修志人员应具备的素质,并研究了提高修志队伍素质的方法。     

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。     

探索油气田维护改造工程质量监督管理新模式

油气田维护改造工程在确保各油田生产建设过程中发挥着非常重要的作用。分析了油气田维护改造工程的现状及特点,并探讨建立适用于油气田维护改造工程的新监督管理模式,提升油气田维护改造工程的质量管理水平。     

地震资料叠前深度偏移处理质量控制

叠前深度偏移处理目前已广泛应用于地震勘探资料处理中,被认为是解决复杂地质构造正确成像困难问题较好方法,但其处理成果同时又受多种因素影响,需要在资料处理过程中加以控制。通过分析这些影响因素,提出消除或削减这些影响的方法,达到正确还原地层构造形态的目的。     

Trust over time in exchange relationships: Meta‐analysis and theory

A common premise in prior research is that trust increases over time in relationships. Through a meta‐analysis of 39 studies, we find that the bivariate correlation between trust and relationship duration (1) is on average positive and small, and (2) varies significantly across studies indicating the presence of unobserved moderators. We therefore build a theoretical framework to specify four different mechanisms—initial bias correction, change in relationship value, identification, and trust‐based selection—that may affect the development of trust. We then argue that the relative strength of these mechanisms should influence whether trust increases, remains constant, or decreases over time. © 2013 The Authors. Strategic Management Journal published by John Wiley & Sons Ltd.