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.     

The U.S. tourists’ perceptions of destination China over two transformative periods

This study conducted a textual analysis of The New York Times to examine the U.S. tourists’ perceived image of China as a destination by comparing the two periods of January 1980–May 1989 and January 2005–December 2015. The study found a drastic shift of the U.S. tourists’ affective image of China as a destination from being favorable and positive in the early period to being unfavorable and negative in the recent period. The affective image was characterized by the two domains of Exoticism and Sense of Superiority in the 1980s, as compared to the two domains of Ordinary and Negative National Image in the recent 10 years. Paradoxically, such a sentimental shift on the part of the U.S. tourists occurred while their perception of China’s destination attributes either did not change or grew more positive.     

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。     

感知购物环境对旅游者购物行为的影响机制研究——旅游者购物情绪的媒介作用

在相关研究的基础上,本文运用结构方程建模方法建立了感知购物环境对旅游者购物行为的全影响和间接影响模型,通过对两个模型的对比分析,发现了感知购物环境影响旅游者购物行为的路径机制,即感知购物环境对旅游者购物行为的影响是通过改变旅游者的购物情绪而实现的,旅游者购物情绪在环境→情绪→行为这一路径中起到非常重要的媒介作用。最后,本文提出了管理建议。     

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。