1,721,326 research outputs found
Conclusion: The Future of Service Excellence in Asia
No full textWhilst the Asian region is experiencing a growth in tourist arrivals, it becomes increasingly important for businesses in its tourism and hospitality industry to find ways to sustain the growth momentum into the future. This edited book posits that going beyond just customer satisfaction to achieve customer delight may be the solution. For long-term competitiveness, with a better understanding of customer needs, businesses can develop their operational capabilities and competencies in meeting these needs, not only to satisfy, but also to delight their customers. Some key takeaways from the broad array of practices and challenges discussed in the 12 chapters in this book include the influence of cultures on how and what businesses in the Asian tourism and hospitality industry do in their quest for service excellence, as well as how adding a personal touch can make a key difference on the whole customer experience
Introduction: Service Excellence in Asian Tourism and Hospitality
No full textToday, hardly anyone would deny the relevance of customer satisfaction for businesses. Customer satisfaction can lead to customer loyalty, and loyal customers contribute to business success. In fact, the cost of keeping a customer is only a fraction of the cost of acquiring a new one, and customers become more profitable for a business the longer they remain customers. However, the relationship between satisfaction and loyalty is getting weaker. Customers are willing to switch more quickly, especially due to the easy availability of information on alternative providers via the Internet. As many businesses achieve customer satisfaction, it ceases to be a differentiator. Sometimes, customer loyalty is purely calculative—for example, because of low prices—and there is no deeper emotional bond with the provider. Therefore, businesses are increasingly adopting an orientation towards not just satisfying, but delighting their customers (Gouthier 2013). This introductory chapter identifies the current stage of scholarship regarding service excellence in the tourism and hospitality field. The primary drivers for creating customer experiences are drawn on, to conceptualize a management system for achieving customer delight as the definition of service excellence. A number of existing studies are reviewed, before presenting the highlights of the various chapter contributions of this book. The concluding chapter toward the end of the book addresses the future practice of service excellence in the industry, drawn from the themes found in the chapters. Future research areas are also identified, to benefit scholars and practitioners
sj-pdf-1-imr-10.1177_03000605211035107 - Supplemental material for Snare-assisted precutting and dual-knife fistulotomy performed during difficult biliary cannulation in a patient with an ectopic papilla of Vater
No full textSupplemental material, sj-pdf-1-imr-10.1177_03000605211035107 for Snare-assisted precutting and dual-knife fistulotomy performed during difficult biliary cannulation in a patient with an ectopic papilla of Vater by Hui Liu, Chun-Meng Jiang, Bo Qu and Zhi-Guo Wang in Journal of International Medical Research</p
Going Beyond Counting First Authors in Author Co-citation Analysis
Get PDFThe present study examines one of the fundamental aspects of author co-citation analysis (ACA) - the way co-citation
counts are defined. Co-citation counting provides the data on which all subsequent statistical analyses and mappings
are based, and we compare ACA results based on two different types of co-citation counting - the traditional type that
only counts the first one among a cited work's authors on the one hand and a non-traditional type that takes into
account the first 5 authors of a cited work on the other hand. Results indicate that the picture produced through this non-traditional author co-citation counting contains more coherent author groups and is therefore considerably clearer. However, this picture represents fewer specialties in the research field being studied than that produced through the traditional first-author co-citation counting when the same number of top-ranked authors is selected and analyzed. Reasons for these effects are discussed
Variations on the Author
Get PDF“Variations on the Author” discusses two of Eduardo Coutinho’s recent films (Um Dia na Vida, from 2010, and Últimas Conversas, posthumously released in 2015) and their contribution to the general question of documentary authorship. The director’s filmography is characterized by a consistent yet self-effacing form of authorial self-inscription: Coutinho often features as an interviewer that rather than express opinions propels discourses; an interviewer that is good at listening. This mode of self-inscription characterizes him as an author who is not expressive but who is nonetheless markedly present on the screen. In Um Dia na Vida, however, Coutinho is completely absent form the image, while Últimas Conversas, on the contrary, includes a confessional prologue that moves the director from the margins to the center of his films. This article examines the ways in which these works stand out in the filmography of a director who offers new insights into the notion of cinematic authorship
Appropriate Similarity Measures for Author Cocitation Analysis
Get PDFWe provide a number of new insights into the methodological discussion about author cocitation analysis. We first argue that the use of the Pearson correlation for measuring the similarity between authors’ cocitation profiles is not very satisfactory. We then discuss what kind of similarity measures may be used as an alternative to the Pearson correlation. We consider three similarity measures in particular. One is the well-known cosine. The other two similarity measures have not been used before in the bibliometric literature. Finally, we show by means of an example that our findings have a high practical relevance.information science;Pearson correlation;cosine;similarity measure;author cocitation analysis
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