The impact of IT-enabled customer service systems on service personalization,customer service perceptions,and hotel performance

Customer service is a critical element of a hotel's strategy and an important lever for differentiation of the hotel's offer. Over the last two decades, information systems have contributed to the transformation of customer interactions, enabling an unprecedented scale and scope of service personalization in the tourism industry. This paper reports the results of a mixed method study in a hotel that offers three contributions to the development and refinement of IT-enabled service personalization theory. It explores the role of signifiers in the design of customer service systems, showing that they significantly increase customer preference elicitation during the learning phase of the service personalization process. It then demonstrates that improved preference elicitation translates into higher customer service evaluations and value perceptions of the hotel. Finally, our study shows that IT-enabled service personalization creates financial benefits for the hotel via revenue share-shift from costly intermediated to direct distribution channels.     

A profit-maximization location-capacity model for designing a service system with risk of service interruptions

This paper considers the design of an immobile service system in which each facility’s service process is subject to the risk of interruptions. The location-capacity decisions and allocations are simultaneously made to maximize the difference between the service provider’s profit and the sum of customers’ transportation and waiting costs. An efficient Lagrangian-based solution algorithm is developed, which solves large-sized instances with up to 50 service facilities and 500 customers in a few seconds. Several sensitivity analyses and managerial insights are presented. The model is also applied to a case study on a logistics network design problem in the zinc mining industry.     

Leisure in Living Local through Food and Farming

This article reflects on aligning leisure research with the local foods movement while placing the local foods movement into the larger framework of sustainability and the fields of leisure and recreation. The local foods movement has persisted during difficult economic times; growth in local foods venues and young people endeavoring to establish small-scale sustainable farms continues to flourish. Given the history of leisure research and its continued success alleviating participation barriers and constraints, the need for leisure researchers to focus on local food systems is imperative and timely. This essay highlights the notion of leisure in living through local foods and the serious leisure aspects of small-scale sustainable agriculture. This article also encourages leisure researchers to explore and assess the relationships between the local foods movement and small-scale farming as embedded in the larger framework of sustainability.     

Water resources and land use planning systems in Portugal—Exploring better synergies through Ria de Aveiro

The paper discusses the relevance of a stronger articulation between land use and water resources systems to enhance the success of the Water Framework Directive. Using article 11 of the WFD, this paper assess (i) how the Spatial Planning and Urban Development Law as well as the Portuguese Water Law converge to promote better integration of water resources into spatial planning, (ii) how their prospects are developed at the regional basis, namely through the Regional Spatial Development Plan and River Basin Management Plan, and (iii) how these are prepared to inform other planning instruments at the local level. It shows through a spatial analysis of the regional land-use plan and the river basin plan as applied over the Ria de Aveiro estuary area, the conflicts and opportunities for stronger synergies. The paper concludes with a critical analysis of the integration of the spatial planning and water resources planning systems in Portugal, and reveals new insights and challenges for more productive synergies between these systems.     

Exploring the design of conscious media

Our existing model of media, based upon a consumptive-materialist–atomistic orientation, falls short in seeking to promote mainstream awareness of systemic and integral thinking in society-at-large. This paper presents evolutionary guidance media, a new model for media arising from evolutionary perspectives including systems science, humanistic, transpersonal and integral studies designed to promote planetary consciousness and give rise to an ecological–spiritual–integral mindset. Two key elements of evolutionary guidance media are discussed: a databank containing purposeful data from nine or more dimensions of human activity, and transception, the infusion of cyberception with qualities arising from mutual causality. Specific types of transception are introduced including Gaiaception, Agoraception, and Dharmaception. Organizations and companies already in the process of creating green media, socially responsible media, and spiritual, or transformational media are vanguards of the development of conscious media.     

Party Discipline and Environmental Policy: The Role of “Smoke‐filled Back Rooms”*

We adopt the view that greater party discipline induces legislators to commit to promised policies after being elected. We then develop the hypothesis that the effect of party discipline on the stringency of environmental policy is conditional on the degree of government corruption. Our empirical work suggests that greater party discipline results in more stringent environmental policies when the level of corruption is relatively low, but in weaker policies when the level of corruption is comparatively high.     

A Perspective‐Based Understanding of Project Success

Answering the call for alternative approaches to researching project management, we explore the evaluation of project success from a subjectivist perspective. An in‐depth, longitudinal case study of information systems development in a large manufacturing company was used to investigate how various project stakeholders subjectively perceived the project outcome and what evaluation criteria they drew on in doing so. A conceptual framework is developed for understanding and analyzing evaluations of project success, both formal and informal. The framework highlights how different stakeholder perspectives influence the perceived outcome(s) of a project, and how project evaluations may differ between stakeholders and across time.     

Perceptions of facilitators of a keypad‐based group support system

Organizations are using Group Support Systems (GSSs) to improve the quality of group meetings. Keypad‐based GSSs are a widely used form of this technology, yet there has been little research on their use and effects. This paper reports the findings of a survey of facilitators of a particular keypad GSS. Facilitators indicate that keypad technology improves the quality of meetings for a variety of tasks in a range of group settings and cultures. The findings are in general agreement with field studies of workstation‐based systems.     

国资国企改革典型经验研究与启示——央企和部分省市典型经验对上海“十二五”期间国资国企改革的启示

国有经济和国有企业伴随着中国30年的改革开放，有了重大的变化。中央企业和各省市探索出许多国资国企改革方面值得总结和借鉴的宝贵经验。这些经验也将给上海市“十二五”期间进一步深化国资国企改革带来有益的启示，促进新一轮国资国企的改革发展。