Search results

The purpose of this study is to analyze online hotel reviews produced by customers to identify and compare factors known as satisfiers and dissatisfiers based on Herzberg’s two-factor theory. This approach was applied to compare full-service and limited-service hotels, which can show different levels of customer expectation.

A content analysis of 919 satisfaction- and dissatisfaction-indicating reviews of 100 hotels in both full-service and limited-service hotel segments in New York City on Trip Advisor was conducted.

Results show that satisfiers and dissatisfiers in full-service hotels were distinct, with the exception of two common service-related factors, namely, “staff and their attitude” and “service”. On the other hand, “staff and their attitude” and four room facilities-related factors, “room cleanliness/dirtiness”, “bed”, “bathroom” and “room size”, were revealed as common satisfiers and dissatisfiers in limited-service hotels. To fulfill customer satisfaction and resolve dissatisfaction in both full-service and limited-service hotels, satisfiers and dissatisfiers should be highlighted according to the hotel class; the most critical factor is “staff and their attitude”.

Analysis of online hotel reviews provides understanding of customers’ satisfiers and dissatisfiers, and the results are very useful to hotel management. Therefore, hotel operators should monitor electronic word-of-mouth, recognizing and acting upon previous and current customers’ satisfactory and unsatisfactory reactions.

As technologies such as social media develop, customers are increasingly sharing their satisfactory and unsatisfactory experiences on consumer-generated online review sites. These have become a major source of information not only for customers deciding on a hotel stay but also for hotel managers trying to understand their customers and competitors.

Ms. Cindi Bigelow, COO and third generation in her family to head the R.C. Bigelow Tea Company, located in Fairfield, CT, believed one strategy to move her business forward would be to attract a younger audience for her product line. Hot tea appeals primarily to women 45+ who typically drink the beverage for its soothing effects. A test market, designed to make hot tea more appealing to a college-age audience, was conducted at a nearby university by a Students in Free Enterprise (SIFE) team drawn from the chapter's membership. Key words: Target audience, market segmentation, demographics, market research, promotion mix, advertising, copy development, media selection.

Rough sex appears to be experiencing a cultural ‘moment’. Depictions of rough sexual behaviours are common in contemporary movies, lifestyle magazines, and mainstream heterosexual pornography. Concerningly, rough sex has also been an aspect of numerous high-profile murder trials around the world where the accused has claimed that the woman’s death was the result of consensual rough sex, prompting this edited collection (see Introduction chapter).

Despite widespread acceptance of the term ‘rough sex’, it lacks definitional and conceptual clarity, which has implications for research, criminal justice, sexual violence prevention, and for understandings about consent between sexual partners. This chapter argues that mainstream heterosexual pornography is a critical site for understanding the development of collective meanings about rough sex. Through an analysis of the definitions of rough sex provided on three popular pornography websites in the MindGeek network – Pornhub, Youporn, and Redtube – this chapter signals how framings of rough sex in pornography provide a reference point for understanding what rough sex is and how it is performed. It argues that the framing of rough sex on pornography websites serves to reinforce wider normative ideas about heterosexual sex, presenting rough sex as something that is done by men, to women, in legitimate pursuit of sexual pleasure. Further, this chapter argues that these framings reinforce wider social messages that position rough sex as popular, common, and desirable. This chapter provides a starting point for developing more comprehensive understandings of what constitutes rough sex, as well as suggesting several avenues for future research agendas.

The aim of the research was to explore the lead roles taken by women in some successful small copreneurial companies by studying similar small firms in one sector.

Here, a multiple case study approach was selected, using narrative as a key focus, to explore the way the business had been set up, and its subsequent growth. The role of both partners was also explored, plus strategy, leadership and work: life balance.

New insights emerge about copreneurship where females take lead roles in management, both at start up and through company development. Female partners had an equal or overriding need for achievement to their partners, possessed great self confidence, perceived no barriers to women in business, took a strategic role in the firm from start up through development, drew salaries equal to their male partners and managed life at home and at work.

The case study approach gives insights but other studies are needed, both quantitative and qualitative, to identify whether these were isolated examples or a common experience for copreneurial firms or for this sector. Two had left scientific jobs to start a food product business – an unexpected finding, requiring further study given the poor records for female participation in UK science professions.

The study provides insights for those agencies supporting business development by adding to the role models and images of women taking a lead role.

The study focuses on an under‐researched area. Here, the five female copreneurs perceive themselves – and are perceived – as entrepreneurs, taking a lead and developing strategic vision for the firm. This is an under‐researched aspect of female enterprise.

This article seeks to address differential experiences of the “time squeeze”. It problematises current accounts which explain time pressure as resulting from substantive increases in the volume of activities performed in daily life and/or an acceleration of the tempo of daily practices.

The main data source is in‐depth household interviews, although analysis of data from the 1985 and 1992 Health and Lifestyle Survey and the 1937 “day in the life of diaries” are also examined.

It is argued that harriedness best captures contemporary temporal experiences. Three forms of harriedness are identified: substantive overload; temporal dis‐organisation; and, temporal density. The latter two forms are characterised by the challenge of coordinating practices within social networks and the difficulty of allocating practices in relation to temporally fixed institutional events.

It is suggested that these two forms of harriedness capture women's experiences more so than men's, and that technologies which facilitate time saving and shifting exacerbate rather than alleviate this temporal conditioning of daily life.

The purpose of this paper is to examine the extent to which the perception of crowding by medical staff and patients impacts patients’ perceived service quality (SQ), overall satisfaction and emotional well-being.

Data were collected from 258 matched pairs of medical staff members and their patients at six public hospitals.

Medical staff-perceived crowding negatively influences patients’ perceived SQ. The perceived SQ then impacts patients’ overall satisfaction and emotional well-being. Patients’ perceived crowding does not significantly impact their perceived SQ but increases the positive emotional well-being of patients.

Scant research has investigated a matched pair of service providers and their customers. This study concentrates on how individuals’ perceived human crowding and medical staff SQ affect consumers’ emotional well-being. This research leads to the formulation of theoretical and public policy suggestions to improve the quality of interactive services with minimal cost and disruption.