1,720,967 research outputs found
The determinants of managerial responses to hotel guests’ reviews: An exploratory study in the city of Milan
No full textThe spread of eWOM and travel review websites has profoundly changed the consumer decision-making process along with firms’ strategies. A key topic of discussion, both for academics and practitioners, is the opportunity to reply to online consumers’ reviews. Although some studies have recently investigated the subject, this topic need to be further explored. The purpose of the present study is to investigate the variables that influence hotels’ propensity to reply to guests’ reviews. The results of the research suggest that hotel managers show more propensity to reply to negative guests’ reviews of their native language. Possible motivations and implications are discussed
Hotel Selection: The Evaluation of Competitive Alternatives and Their Impact on Guests’ Service Expectations
No full textThe analysis of the factors that affect the hotel selection by guests is an interesting area of
research with important managerial implications. Customers rarely focus their evaluations and
build their expectations on a single hotel property. Consequently, a key factor is to understand
how customers perceive the quality of services’ attributes and which is their importance and
performance when compared with other competitors.
The main purpose of this study is to investigate the influence of a few competitive issues
considered during the hotel’s selection and affecting the expected service.
The results of the paper show that Psychological factors, Marketing communications and word
of mouth, Hotel product and services and Price have positive and statistically significant
influence on expectations. Competitors’ offers and actions have no significant impact on
expectations in this first step. Further research is needed to better explore this last factor
A Review of Literature on the Gaps Model on Service Quality: A 3-Decades Period: 1985–2013
Full text linkThe study aims to contribute to the research on service quality, analyzing almost 30 years of research on the
Gaps Model proposed by Parasuraman, Zeithaml and Berry in the 1980s. A literature review has been conducted
from 1985 to 2013 with the purpose of underlining the model evolution and its criticisms. Major international
academic databases have been consulted.
On this basis the paper summarizes some theoretical-conceptual and methodological-operational critical aspects
identified by scholars who analyzed and applied the model and the scale. Despite that, the Gaps Model and the
SERVQUAL scale are still the most used instruments to study service quality in marketing literature.
The analysis allows to identify interesting points for future research on the topic of service quality. The
conceptual framework presented in the paper does not include any empirical research that could be eventually
implemented to validate the findings
Mathematical and Physical Modeling Principles of Complex Biological Systems
No full textA model of a complex system is a facsimile that can be used to investigate the problem at hand by simulating its behavior under specific conditions. Many modeling approaches are used in the applied sciences, including physical, animal, conceptual, and mathematical models. Specific examples will be provided in the chapter to illustrate the synergistic application of modeling to the simulation of biological fluid flow with relevance to ophthalmology
Web reviews influence on expectations and purchasing intentions of hotel potential customers
No full textThe objective of the paper is to study the impact that hotel guests reviews posted on consumer-generated websites have on the consumer decision-making process and service expectations.
An experimental study has been conducted to test the hypotheses and the research question.
349 young adults were involved in an online survey that asked to imagine searching for a hotel and reading other customers’ reviews of a hypothetical chosen hotel. Three scenarios were created by studying a few comments posted by customers on the main websites used by tourists.
Results show a positive correlation between both hotel purchasing intention and expectations of the customers and valence of the review. On the contrary, the presence of hotel managers’ responses to guests’ reviews has a negative impact on purchasing intentions.
The study enriches the stream of research on word-of-mouth in the hospitality industry and analyses a new operational problem for lodging managers. Hotels should reply to online customer reviews or not
Going Beyond Counting First Authors in Author Co-citation Analysis
Full text linkThe 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
Full text link“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
Full text linkWe 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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