Understanding homophily of service failure within the hotel guest cycle: Applying NLP-aspect-based sentiment analysis to the hospitality industry

Online complaints have become increasingly influential on the purchasing behavior of customers in recent years. In an effort analyze large quantities of textual complaints and detail the various aspects of them, Aspect-Based Sentiment Analysis was looked to as an ideal framework to take on the task. This study set out to synthesize specific service failure items and categorize them into the groupings related to the hotel guest cycle and the corresponding operations, then compare the patterns of expression used by Asian and Non-Asian guests as the related their hotel experiences. A total of 390,236 online complaint terms posted about 353 hotels in the UK by hotel guests from 63 nations were manually derived from TripAdvisor for analysis. With consideration given to the homophily theory, we posited that Asian and non-Asian guests would exhibit similarities and differences with respect to the service failures they encountered when presented with various items of service. The results confirmed this as Asian guests were shown to encounter more service failures with respect to the engineering segment of operations (e.g. hotel room equipment issues), while non-Asian guests encountered more service failures on the housekeeping end of operations (e.g. toilets, public areas, cleanliness, and bedding). By organizing the failures according the four stages of the guest cycle, it was observed that approximately 80% of the service failures occurred during the occupancy period. This study contributes to the existing literature on hotel guest satisfaction both with respect to the methodology it uses and the new findings it presents on differences in perceptions of service failures members among different cultures.     

Activation and variation of the United Nation’s cluster coordination model: a comparative analysis of the Haiti and Japan disasters

The coordinated response to extreme events is critical as illustrated by recent disasters in Haiti and Japan. As a way for coordinated provision of international humanitarian assistance to disaster-hit countries, the Office for the Coordination of Humanitarian Affairs (OCHA) developed cluster coordination model (CCM). With content analysis and network analysis of OCHA situation reports, this study checked four premises regarding activation of CCM, interaction between national and international actors, roles of proximity country, and level of cluster coordination. This study found that there were meaningful variations in implementing the CCM for 2010 Haiti and 2011 Japan disasters. From the analyses, we found that the current CCM may be vulnerable to black swan disasters; thus, extensive and active estimation of national disaster management capacities should be conducted to prevent collapse of national disaster management system. However, the reconciliation of state sovereignty and international humanitarian assistance also should be considered.     

Short-term safety or long-term failure? Empirical evidence of the impact of securitization on bank risk

Based on a sample of U.S. commercial banks from 2002 to 2012, this paper shows that bank loan securitization has a significant and positive impact on both Z-scores and the likelihood of bank failure, indicating a short-term risk reduction and a long-term risk increase effect. We also find disparate impacts between mortgage and non-mortgage securitization. Loan sale activities are found to have a similar impact to securitization.     

When do MNCs fail to learn from prior failure experience?

Do multinational corporations (MNCs) learn from their prior failures in international joint ventures (IJVs)? When does decision makers’ cognitive inability hinder MNCs from learning through their prior failure experiences? In the context of IJV survival in subsequent IJV entries, this study compares predictions made from two distinct theoretical perspectives, both of which belong to the behavioural school in strategy literature. According to the performance feedback perspective, MNCs may effectively learn from their prior failure experiences gained in familiar decision‐making contexts. On the other hand, according to the cognitive bias perspective, MNCs may not be able to effectively learn from their prior failure experiences if they inaccurately interpret the causes of their prior failures. The results provide partial support for the notion that MNC decision makers may not be able to effectively learn from their prior failures because of their cognitive biases. Copyright © 2015 ASAC. Published by John Wiley & Sons, Ltd.     

Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern

Our research examines the perceptions and evaluations of prospective customers toward an online negative review and any accompanying hotel response. The study explores two main issues: whether the presence (versus absence) of an organizational response to negative customer reviews affects the inferences potential consumers draw about the target business, and which aspects of responses affect their impressions. We test the effects of four variables associated with a response: source of response, voice of responder, speed of response, and action frame on two outcomes variables (i.e., customer concern and trust inferences). The provision of an online response (versus no response) enhanced inferences that potential consumers draw regarding the business's trustworthiness and the extent to which it cares about its customers. Using a human voice and a timely response yielded favorable customer inferences. Inferences did not vary with response source or action frame. Implications are drawn for effective management of negative online reviews.     

Credit market frictions and political failure

We study how an excessively favorable regulatory environment for banks could arise even with a perfectly competitive credit market in a median voter world. In our occupational choice model with heterogeneous wealth endowments, market failure due to unobservability of entrepreneurial talent endogenously creates a misalignment between surplus maximizing reforms and reforms that are preferred by the median voter, who is a worker. This is in contrast to the world without market failure where the electorate unanimously vote in favor of surplus maximizing institutional reforms. This paper illustrates how market failure could lead to political failure even in the benchmark political system that is free from capture by interest groups.     

从非价格制度谈对市场经济内涵的再认识

随着市场经济的发展，环境污染、外部负效应、社会道德水平下降和贫富分化严重等市场失灵造成的社会不良现象相继出现，暴露出了一个问题，即市场经济价格机制并不是万能的。非价格制度的作用以及市场经济的进入时机与条件，都是市场经济模式运用中更广泛的内容。文章从市场经济的一般理论与特征入手，针对其内在的缺陷，引入非价格制度的概念与作用，指出非价格制度其实应作为市场经济本身的一部分来认识，从而对市场经济理论进行深入探讨。     

浅析自然权利冲突与协调

通过对自然权利相关概念的分析与界定,明确自然权利的提出绝对不是没有现实基础的单纯思辩,而是有一定实际基础的.它的现实基础讲起来很简单,日益恶化的生态危机让人的生存问题开始严峻起来了,一方面人们开始重视人与自然之间的关系问题,开始思索人在自然当中的角色定位问题;另一方面是人与自然之间的冲突问题,即自然权利问题.要解决自然权利的问题,建立人与自然的协调发展,实现人类与自然界关系的全面、协调关系是人类生存与发展的必经之路.     

Driver behaviour and business outcomes: An alternative approach to the psychology of the owner–manager

Previous psychological approaches to the study of owner–managers are reviewed and an alternative model based on the transactional analysis concept of Drivers is put forward. This model is tested out via a series of interviews and observations of 20 owner–managers of small and medium–sized businesses based in the North East of England. The relationship between driver behaviour and business performance is explored and the negative consequences of driver behaviour for the business are identified. Driver behaviour is also viewed as potentially beneficial and the inherent positive aspects of driver behaviour are proposed as the opposite end of a continuum of behaviours which are at the heart of business success. On a methodological level the need for an approach grounded in the owner–managers behaviour is confirmed.     

The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics

What is so different about executing service failure recovery in an online environment as in e-tailing?Answering this, the present research points out to the need of considering e-tailing's natural propensity to foster multiple avenues of service failures which are either logistical or non-logistical in nature. Furthermore, given the distant location of the product, e-tailer, and the buyer, e-tailing is posed with risks of ethical transgressions. Therefore, by contextualizing on an Indian e-tailing scenario, we explore how service failure recovery in this challenging setting could be shaped. Justice building failure mitigation strategies such as response speed and compensation emerge to improve recovery efforts, however, apology seems to not work well in establishing justice to drive service failure recovery. Interestingly, an e-tailer's watchfulness toward the strengthening of its online ethics synergistically redeems recovery satisfaction, customer forgiveness, and positive word-of-mouth for the grieving consumer. This synergy can further mitigate the adverse impacts of service failure severity on recovery outcomes. Yet, a consumer having faced a severe service failure instance can have reservations in spreading positive word-of-mouth despite forgiving. Lastly, when considering logistical vs. non-logistical service failure typologies, the synergistic influence of e-tailing ethics and justice over recovery satisfaction becomes very strong in the case of non-logistical service failures.