A customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American Customer Satisfaction Index

This study integrates consumption emotions into the American Customer Satisfaction Index (ACSI) model to propose a hotel customer satisfaction index (H-CSI) model that can be applied to estimate customer satisfaction toward international tourist hotels. The H-CSI scale items were designed based on reference to the relevant literature and the suggestions of a focus group. Four-hundred and twelve customers of international tourist hotels were surveyed. The partial least squares method was employed to validate the measurement instruments in the H-CSI model and estimate item weights for the customer satisfaction scales. The H-CSI model is a comprehensive model for the measurement of customer satisfaction that includes most possible antecedents and outcomes. The research results show that the H-CSI model displayed strong explanatory power based on its reliability and validity. Accordingly, if hotel managers apply the H-SCI model instead of a general customer satisfaction survey, they can obtain a robust estimation of customer satisfaction, as well as extra information of post-purchase customer behavior to better manage customer satisfaction and achieve a competitive advantage.     

In-Store Information Programs:

Prior empirical investigations have found in-store information programs have little effect on sales volume. The current study examined the relationship between point-of-purchase information and consumer purchasing and satisfaction. Consumers who responded positively to the information program were found to purchase more from the relevant product category. Additionally, they were more satisfied with their purchases and with the store environment. Food marketers can reap long term direct and indirect benefits by providing information that is salient, easily assimilated and available at the point-of-decision.     

Customer emotions minute by minute: How guests experience different emotions within the same service environment

For years, the importance of customer emotions has been recognized in the service literature. Despite existing research, the discrete emotions generated by each service encounter within the theme park setting deserves more attention. The present research uses a quantitative research method to ascertain the various customer emotions experienced throughout the theme park experience using the Positive and Negative Affect Schedule (PANAS). Data was analyzed using multinomial logistic regression as well as correlation analysis. Results indicate that the emotions most likely to produce a satisfying theme park experience take place when enjoying rides, dining, and interacting with others. In contrast, the emotions generated while buying tickets were negatively associated with a satisfying theme park experience. Based on the results of this study, the authors provide a series of recommendations to generate positive emotions at key service encounters within the theme park experience.     

酒店员工消极情绪的产生与管理对策

员工是酒店价值创造的主体,是提供优质服务的基础。由于酒店业的工作时间长、休息时间短、薪资报酬低等各方面的原因,容易使员工产生消极情绪。员工的消极情绪不仅会对身心健康造成危害,还可能降低酒店的整体服务质量,对酒店的组织绩效造成负面影响。本文通过问卷调查法分析酒店员工消极情绪的来源,以及消极情绪产生之后的行为反应。研究发现,酒店员工常见的消极情绪有12种,分别为压抑、否认、冷漠、白日梦、预备性消极补偿、反向、即时性消极补偿、直接攻击、固执、迁怒、倒退、逆反;酒店员工消极情绪来源包括组织因素、家庭因素、工作因素和个人因素等;酒店员工不同的消极情绪与不同的消极情绪来源相关,且相关程度存在差异;人口统计变量对酒店员工的消极情绪有一定的影响,但影响并不显著。     

From elicitation to consumption: assessing the longitudinal effectiveness of negative emotional appeals in social marketing

Abstract

Negative emotional appeals are used frequently in social marketing. Focusing on guilt and fear appeals, existing theories fail to explain emotional appeal effectiveness in changing consumption behaviour over time. To address this limitation, an elicitation–consumption framework is developed for fear and guilt appeal use. An agenda for further research, outlining three research questions and four propositions, is also presented. This framework integrates the study of how emotional appeals are communicated with how they are experienced during decision-making; complementing current theorising by offering a framework for experimental testing of the delayed, longitudinal effects of social marketing campaigns. The elicitation–consumption framework aids practitioners seeking to design effective emotional appeals by encouraging an effects-based communication approach.     

The Face-to-Face Delivery of Downsizing Decisions in UK Public Sector Organizations: The envoy role

In the wake of current UK public sector retrenchment, this article introduces a role that may be important to successful restructuring management, referred to here as the ‘downsizing envoy’. It involves delivering the news of downsizing decisions, face to face, with the victims and then dealing with the repercussions. After a review of the relevant, but limited, literature the findings are presented from interviews with twenty-four envoys drawn from public sector organizations. They indicate that the envoy role is emotionally demanding and that the public sector context invokes additional pressures that may not occur in other sectors.     

产品失败后消费负性情绪与消费者忠诚的动态评价——基于产品享乐和实用价值失败的实证研究

通过考察评价时间的调节作用,重点关注立即与延迟条件下产品享乐和实用价值失败后消费者负性情绪与消费者忠诚的动态评价问题。通过理论推导与实证研究发现:产品享乐属性失败后较低的享乐价值体验会使消费者产生低觉醒程度的负性促进情绪,该情绪在延迟评价时会发生负向偏差,继而导致消费后延迟评价的忠诚水平比立即评价时更高;产品实用属性失败后较低的实用价值体验会使消费者产生高觉醒程度的负性预防情绪,该情绪在延迟评价时会发生正向偏差,继而导致消费后延迟评价的忠诚水平较立即评价时更低。     

Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences

This study uses cognitive appraisal theory (CAT) to explain why some visitors may be delighted and others satisfied having had similar experiences, as well as the respective effects of these two outcomes on revisit intentions. A survey (n = 645) of visitors to a theme parks showed that tourists’ different evaluations of their experience on certain appraisal dimensions proposed by CAT, such as the degree of goal realization, goal relevance, and novelty, led to either delight or satisfaction. Tourists’ level of loyalty intentions also varied systematically with their particular emotional response. These findings provide practitioners with an understanding of how to design favorable experiences for their customers.     

Sobre la alienación subjetiva en la organización del trabajo actual. Una observación participante en el comercio de la alimentación al detal

This paper presents the findings of the first stage of a case study of pleasure and suffering at work, whose fieldwork is one participant observation of a Canadian chain of retail. The purpose is to make available to students of organizational analysis, management and human resources, some definitions are finding from some bibliography resources (theoretical and methodological) from clinical sociology, the psychodynamics of work and sociology of emotions. Is about the dimensions social and technical of the work organization and one form of current subjective alienation. The most important premises that can be shows is that the current organization of work tent to be perceives by the employee like a potential threat and, unknowing, they prefers to protect themselves from the subjective alienation.     

If You're Happy and You Know It: How Do Mothers and Fathers in the US Really Feel about Caring for Their Children?

This paper considers the question posed by popular media: Do women like doing childcare more than men? Using contemporaneous subjective well-being data paired with 24-hour time diaries from the 2010 American Time Use Survey, the paper explores gender differences in how mothers and fathers feel when engaged in a set of common daily activities. We find that both mothers and fathers engaged in child caregiving enjoy their time spent in child caregiving; fathers as much, or even more so, than mothers as evidenced by their average values for happiness, meaningfulness, tiredness, and stress and an aggregated statistic, the unpleasantness index. Simulations provide evidence that the difference between mothers and fathers comes almost completely from differences in their subjective well-being rather than from differences in how they use their time.