Search results

This study aims to draw on customer experience theory to shed light on how hotel in-room amenities foster customer experience, which continues to form brand attitude and loyalty before and during the pandemic. Also, this study assesses the impact of the pandemic in the relationships among proposed constructs on the basis of risk perception theory.

A quantitative approach was deployed using a total of 379 responses, for evaluating the measurement model through confirmatory factor analysis and testing proposed hypotheses through structural equation modeling.

The findings provide initial support for the predictions, except for the influence of brand attitude on brand loyalty before the pandemic. Particularly, the analysis results observe that the effect of tangible amenities on customer experience was stronger before the COVID-19, whereas the impact of intangible amenities on customer experience is greater during the pandemic. Furthermore, the results validate the significant moderating influence of the COVID-19 pandemic in the path between customer experience and brand loyalty.

This present study guides hotel professionals to be more effective in the management of appropriate in-room amenity to create a satisfactory customer experience, which contributes to brand loyalty in the with-corona era.

The study differs from earlier studies in that it investigates how the pandemic changes the role of hotel in-room amenities on customer experience, which, in turn, increases brand attitude and brand loyalty for the first time.

This study aims to understand the satisfaction and needs of eastern and western travelers as hotel guest, based on their experiences as seen in guest reviews and review topics.

Considering 2,965 and 1,035 western and eastern traveler reviews, respectively, from 47 countries, obtained from TripAdvisor listed-hotel in Phnom Penh and Siem Reap city in Cambodia, this study investigates the differences in hotel guest satisfaction and needs by using topic modeling (i.e. latent Dirichlet allocation [LDA]).

The results reveal differences in the online preferences, experiences, expectations and behaviors of hotel guests from different cultural backgrounds. Though western and eastern travelers appear to place similar emphasis on service, location, room and destination. The westerners more likely focus on meal and online reservation, whereas the easterners focus on hotel facility.

Reviews were obtained from only two cities in Cambodia, which is not an adequate representation of the diverse travelers visiting the country.

The comparison highlighting the similarities and dissimilarities between western and eastern traveler perspectives enable hoteliers to understand guests’ preferences and their hidden changes in (dis)satisfaction and leverage it to improve hotel service quality, increase occupancy and, thereby, maximize profits.

This study contributes to the literature on hotel guests’ experiences by presenting the difference in perceptions of service experience of western and eastern travelers, through topic modeling.

This paper aims to shed light on differences in the patterns of online rating behavior that Chinese- and English-speaking travelers adopt when making hotel reviews on TripAdvisor.

A dual analysis was conducted on 800 online reviews for eight hotel brands. The brands, which are currently operating in Bangkok City, are considered to be representative of their categories. The hotels were selected based on their abilities to meet the quantitative and qualitative requirements of the text mining strategy adopted in this study.

The results reveal that, with respect to all of the hotel service attributes (i.e. Service, Cleanliness, Room, Sleep Quality, Location, Value and Overall), the ratings offered by the English-speaking guests were higher than the Chinese-speaking travelers. Based on the qualitative analysis, the ten service attributes which had the most impact on traveler satisfaction were distinguished. These attributes were then classified into three broadly themed categories including intangible service, tangible service and staying experience. The results from the word frequency analysis also helps to clarify which features are drawing attention from travelers from different backgrounds.

This study contributes to tourism and hospitality literature by confirming certain differences in the online rating behavior of Chinese- and English-speaking hotel guests.

The purpose of this study is to disclose ontology of DSI as a novel concept in servitization community, explore the research context and themes (i.e. technological and industrial sectors) where DSI emerges, unveil methodological complexities of the research on digital servitization and DSI and provide guidelines for future research avenues regarding DSI.

Bearing in mind the relative novelty of DSI as a concept in servitization literature, the authors adopted a systematic literature review approach to identify 111 peer-reviewed articles published in English language and available in business and management disciplines via scholar databases (Scopus). The analysis of literature discloses descriptive and thematic insights regarding digital servitization and DSI.

The study provides valuable insights from the descriptive and thematic analyses where classification of articles per publication year, citations, methodology/type of the paper, geographical location of data collection, as well as industrial sector and technological contexts are discussed. Moreover, the unique value of this study is observed through its specific focus on the characteristics of DSI-related literature.

The study is among the first of its kind to provide extensive descriptive and thematic insights on the available literature dealing with digital servitization and DSI, mapping out prior research across a wide spectrum of publication outlets and illustrating the chronological evolution of research on digital servitization and DSI.

Aluminum alloy is considered an ideal material in aerospace, automobile and other fields because of its lightweight, high specific strength and easy processing. However, low hardness and strength of the surface of aluminum alloys are the main factors that limit their applications. The purpose of this study is to obtain a composite coating with high hardness and lubricating properties by applying GO–PVA over MAO coating.

A pulsed bipolar power supply was used as power supply to prepare the micro-arc oxidation (MAO) coating on 6061 aluminum sample. Then a graphene oxide-polyvinyl alcohol (GO–PVA) composite coating was prepared on MAO coating for subsequent experiments. Samples were characterized by Fourier infrared spectroscopy, X-ray diffraction, Raman spectroscopy and thermogravimetric analysis. The friction test is carried out by the relative movement of the copper ball and the aluminum disk on the friction tester.

Results showed that the friction coefficient of MAO samples was reduced by 80% after treated with GO–PVA composite film.

This research has made a certain contribution to the surface hardness and tribological issues involved in the lightweight design of aluminum alloys.

The peer review history for this article is available at: https://publons.com/publon/10.1108/ILT-12-2023-0427/

Over the past two decades standard hours of work have been progressively reduced in industrialised countries. At the same time, improved education and living standards have led to more widespread concern with the quality of life among those working in big cities, and more recently there have been new developments in the distribution of working hours over the week and year. This had led to discussion of the wider question of flexibility in the lifetime distribution of working time. This report is intended only as an outline of new trends in the pattern of working time that have emerged in industrialised market‐economy countries, for readers with a general interest in present‐day labour problems.

This chapter explores the timeline of Lieutenant Colonel Myer’s year in military command and how the culture was significantly impacted by her reign of terror and toxic leadership (Reed, 2004). A once jovial and productive organization, quickly after Myer’s assumed command the military squadron took on an appearance of disenchantment and mistrust of authority. Eventually, due to Myer’s toxic leadership practices, organizational cohesiveness and performance eroded, and new employee groups formed in an effort to feel less vulnerable and attempt to find solidarity in numbers and neutralize Myer’s destructive leadership (Konopaske, Ivancevich, & Matteson, 2018; Milosevic, Maric, & Loncar, 2019). In the end, and after several horrific events, many groups pushed upwards, broke the chain of command, and demanded that Myers be removed from command.

This chapter discusses the major steps and issues related to the inclusion of public services in inequality research. Empirically, it investigates how the income distribution in countries changes when the value of publicly provided services to households is included. The authors consider five major categories of public services: education, health care, social housing, childcare and elderly care. On average across OECD countries, spending on these ‘in-kind’ benefits accounts for about 13% of GDP, slightly more than the spending on cash transfers – but with considerable cross-country variation. Broadening the income concept to account for in-kind benefits considerably increases households’ economic resources. But public services also contribute to reducing income inequality, by between one-fifth and one-third depending on the inequality measure. This chapter suggests that publicly provided services fulfil an important direct redistributive role in OECD countries.

This study aims to examine the role of experiential familiarity in determining the competitiveness of hotel chains. It does so by comparing the attribute-performance perceptions of guests who had and had not previously stayed at a property belonging to a specific hotel chain. It also examines how far such perceptions shape word-of-mouth and future purchase intentions.

Data were collected from 1,016 Finnish leisure tourists in 2021 using an online questionnaire, providing a representative sample of Finnish domestic leisure tourists.

The results indicate that the competitiveness of different hotel chains depends on a small number of key attributes. Differentiation between hotel chains can be seen from the results. Previous guests rate hotel chain attributes more highly than non-previous guests. Behavioral intentions do not differ between previous and non-previous guests, but how many times a person has stayed in the hotel chain significantly influences behavioral intentions. The results provide strategic levers that hotel chains can use to enhance their competitiveness.

Hotels should invest in attributes that have the biggest positive impact on customer behavior. These will be different for different hotel chains. By understanding these differences, it is possible to communicate relevant attributes to customers through marketing and develop hotel features that will drive revisit intention and word-of-mouth marketing.

This study found that while certain hotel attributes had a significant shaping effect on guests’ performance ratings, there were no decisive differences between those with or without experiential familiarity with the hotel chain.

Significant achievements in ferrite material processing enable developments of many ferrite devices with a wide range of power levels and working frequencies, which make demands for new characterization and modelling methods for ferrite materials and components. The purpose of this paper is to introduce a modelling and measurement procedure, which can be used for the characterization of two‐port ferrite components in high frequency range.

This paper presents a commercially available ferrite component (transformer) modelling and determination of its electrical parameters using in‐house developed software. The components are measured and characterized using a vector network analyzer E5071B and adaptation test fixture on PCB board. The parameters of electrical equivalent circuit of the ferrite transformer parameters are compared with values extracted out of measured scattering parameters.

A good agreement between modelled and extracted electrical parameters of the ferrite transformer is found. The modelled inductance curves have the same dependence versus frequency as extracted ones. That confirms the model validity in the wide frequency range.

In‐house developed software based on proposed model provides inclusion of the ferrite material dispersive characteristics, which dominantly determines high‐frequency behaviour of two‐port ferrite components. Developed software enables fast and accurate calculation of the ferrite transformer electrical parameters and its redesign in order to achieve the best performance for required application.