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This study aims to investigate the relationships between service quality, perceived value and hotel guest satisfaction, drawing upon data from TripAdvisor – an online travel agent (OTA) platform. The study also investigates the mediating role of perceived value on the relationship between service quality and satisfaction, as well as the moderating role of hotel star ratings on all direct and indirect relationships.

Data for this study were collected via Web scraping from August–October 2018. Data were collected from 192 three- to five star-rated hotels in Kuala Lumpur, Malaysia. Partial least squares – structural equation modeling was used for data analysis. Furthermore, importance-performance map analysis (IPMA) was performed to identify the most important items of service quality and perceived value in improving customer satisfaction.

The findings of this study provide support for all direct and indirect relationships for three-star and four- and five-star hotels. Moreover, the results indicate that perceived value mediates the relationship between service quality and customer satisfaction. These results support the moderating role of hotel star ratings for the relationship between service quality and perceived value. The results also show that after perceived value, three-star hotels looking to improve customer satisfaction should prioritize improving the quality of their services, sleep quality, cleanliness and rooms. Four- and five-star hotels, on the other hand, should prioritize service, cleanliness, room and sleep quality.

OTA platforms collect a wealth of data pertaining to large number of hotels; nevertheless, few studies to date have drawn on this data to examine a pre-determined conceptual framework developed based on the literature. As such, this study makes a valuable methodological contribution to the tourism and hospitality literature. In terms of theoretical contributions, this study examines the mediating role of perceived value between service quality and satisfaction using OTA data. In addition, this study assesses the moderating role of hotel star ratings for the direct and indirect effects of service quality on satisfaction. Using IPMA, this study compares the importance and performance of service quality indicators to generate satisfaction between three-star and four- and five-star hotels.

本论文检测了服务质量、价值感知、和酒店顾客满意度之间的关系, 使用TripAdvisor的数据—OTA。本论文还检测了价值感知对服务质量和满意度之间的中介作用, 以及酒店星级评价对其中直接和间接关系的调节作用。.

本论文采样通过网络爬虫技术, 截取了2018年八月至十月之间的数据。研究样本为192家马来西亚Kuala Lumpur地区的三星-五星酒店。样本分析方法为PLS-SEM。此外, 本论文采样IPMA分析法来找出提高顾客满意度中的服务质量和价值感知中最重要的因子。.

研究结果指出了三星、四星、五星酒店的直接和间接关系。此外, 研究还显示了服务质量和顾客满意度关系的价值感知中介作用。研究结果还指出了酒店星级评价对服务质量和价值感知关系的调节作用。此外, 研究还指出, 除了价值感知, 如果三星酒店想提高顾客满意度, 那么他们应该优先提高其服务质量、睡眠质量、清洁度、和房间。另一方面, 四星和五星酒店应该优先提高其服务质量、清洁度、房间、和睡眠质量。.

OTA平台搜集大量酒店数据, 但是很少作品研究这些数据, 以检测根据文献提出的理论模型。因此, 本论文在方法论上对旅游酒店文献做出宝贵贡献。理论贡献而言, 本论文使用OTA数据检测了价值感知对服务质量和满意度关系之间的中介作用。此外, 本论文检测了酒店星级评价对服务质量和满意度之间直接和间接关系的调节作用。本论文使用IPMA方法, 比较各种服务质量指标的重要性对在三星、四星、五星酒店的提高满意度的不同作用。.

The Saint Mary’s College of California (SMC) library plays an integral role in supporting one of the goals in the College’s Strategic Plan: “Raise the Academic Profile and Distinction”. This case study aims to assess the effectiveness of PlumX as a tool to showcase the academic profile and distinction of SMC. The library recognizes the importance of capturing impact of non-traditional creativity and engagement in addition to just traditional impact metrics of research.

This paper describes the collaborative effort of the College and the College’s library to identify faculty scholarship, creativity and engagement and collect data demonstrating the impact of the works. Traditional metrics, like citation counts, do not do SMC faculty justice because faculty scholarship comes beyond just books and articles. To more fully document the real intellectual corpus the College, the library is working with a new system, PlumX, to collect web-based information about both traditionally and non-traditionally published work.

The collection of metrics across five categories (citations, usage, social media, mentions and captures), and the flexibility of displaying on screen or downloading for use in other analytic reports made possible through PlumX proved to be a start toward demonstrating the academic distinction of College’s unique faculty. SMC will continue to partner with PlumX to assess and improve its usability and effectiveness.

This paper outlines how altmetrics can be used to measure and share impact of faculty research at a liberal arts, teaching-focused college in ways reflective of the unique intellectual contributions.

The purpose of this study was to test a method of teaching information literacy, using the Toulmin method of argumentation, to aid students in developing topics, evaluating sources and creating stronger arguments that avoided “myside” or confirmation bias.

The Toulmin method of argument analysis was tested in two related studies. A quasi-experimental comparison study in six sections of English composition courses was implemented at a small liberal arts college. A traditional one-shot session was compared to a flipped class, incorporating Toulmin argumentation. A Standardized Assessment of Information Literacy Skills (SAILS) test was administered and research papers analyzed using a rubric. A modified version of the Toulmin method, using images, was implemented in a two-unit information literacy course at a state university. Pretest and posttest information literacy test scores and research papers were analyzed.

The first study showed that the experimental group performed better on the rubric scores for research papers when results were adjusted by excluding the one honors section. The survey results from this study showed mixed results for the flipped classroom approach. The second study showed a statistically significant improvement in pretest and posttest scores from the information literacy achievement test and the research paper rubric analysis showed that instructional goals were at least partly met.

Further research in incorporating instruction in argument into information literacy instruction is indicated. These studies integrated the Toulmin method successfully but represent fairly unique situations and thus more studies are needed to assess the overall impact of using this method in the context of information literacy instruction.

This study was implemented with two different population groups and shows how instruction can impact different groups differently and can be adapted to increase its effectiveness.

The study highlights the value of collaborative assessment and of inclusion of critical thinking goals in information literacy instruction through instruction in argumentation using textual and visual means.

This observational study set out to investigate the effect of sensory description labels on consumer choice of apples in a grocery retail store.

An independent observation study was conducted in a retail grocery store setting. A total of 1,623 consumers were observed over a four‐day period in four different sessions, each using three apple varieties (JONAGOLD, INGRID MARIE, and ELISE). Marketing strategies differed between the sessions as follows: sort name labelling only, sort name and sensory description labelling, sort name and sensory semantic description labelling, and sort name labelling and allowing consumers to taste the apples before choosing.

Consumer product choice was affected by the sensory description labels. When only the sort name was given on the label, the consumers tended to choose INGRID MARIE, which has a strong sort name. With the addition of sensory description labels, the consumer choice shifted to ELISE, which had been chosen with a low frequency when only sort name was given, but was chosen with a high frequency when sensory description labelling was used.

The study was limited to red apples and one national market.

Practitioners, managers, and marketers may benefit from using proper sensory labelling as a marketing tool for various food products, such as apples, in a grocery retail store.

This study shows the importance and value of sensory description label marketing for food products in grocery retail stores. Little attention has previously been paid to the research area within sensory marketing communication concerning the interplay of sensory perception of food and the formulation of marketing labels, or taste marketing. This paper also addresses the possible interaction between the disciplines of sensory and marketing science.

The study investigated factors influencing how the curriculum is implemented in accredited private higher education institutions (PHEIs) in Botswana.

The study investigated factors influencing curriculum implementation in accredited private universities (PUs) operating in a highly regulated higher education environment in Botswana. A total of six PUs which have been operating in Botswana for at least five years were purposively selected for the study. The mixed methods approach was used in the study. From the six PUs, a sample of 306 lecturers was selected from a population of 1,500 lecturers using stratified random sampling strategy for the quantitative phase of the study, and 25 academic middle managers (AMMs) were also selected from a population of 273 academic middle managers using purposive sampling strategy for the qualitative phase. A structured questionnaire and a semi-structured interview guide were used for data collection. Principal component analysis (PCA) was performed to test the reliability and validity of the measurements. Descriptive statistics, chi-square, one-way ANOVA and regression analysis were used for quantitative data analysis, while a meta-aggregative approach was used for analysing qualitative data. Results showed that educational level, characteristics of the curriculum, of the institution and of the external environment had a significant influence on how curriculum is implemented in PUs in Botswana, while gender, age and years of teaching experience did not have a significant influence. These results have implications on educational policy formulation by regulatory authorities as well as practice in universities for the purpose of enhancing curriculum implementation.

Results showed that educational level, characteristics of the curriculum, of the institution and of the external environment had a significant influence on how the curriculum is implemented in PUs in Botswana, while gender, age and years of teaching experience did not have a significant influence.

Data were collected from lecturers in accredited private higher education institutions in Botswana only which limited the scope of insight into challenges facing accredited private institutions. Future research needs to expand the scope and consider private both private and public higher education institutions in Botswana and beyond so that more insight on the factors affecting curriculum implementation in higher education institutions can be established and appropriate policies and processes could be put in place for effective curriculum implementation.

The study provides insight into challenges affecting curriculum implementation in higher education institutions and how regulatory authorities, institutional authorities and lecturers can contribute to effective curriculum implementation in these institutions.

The study offers an opportunity for higher education institutions to implement the curriculum in a manner that satisfies its primary customers who are the students by taking cognizance of and satisfying factors that contribute to effective curriculum implementation.

There is no study known to the researcher that has been conducted on factors affecting curriculum implementation in accredited private universities in Botswana. This study, therefore, is an eye-opener on such factors and what actions regulatory authorities, institutional management and lecturers should take to promote effective implementation of the curriculum in higher education institutions in Botswana.

The purpose of this paper is to explore the relationship between global and specific attitudes of unfair police treatment towards Mexican Americans and how attitudes towards the police vary with socio‐demographic characteristics, victim status, linguistic barriers, group consciousness and socially disorganized contexts.

Data from the 2006 National Latino Survey, which is a representative random sample of 1,815 self‐identified persons of Mexican‐origin born in the USA were used to investigate three research questions: What is the prevalence in which Mexican‐Americans claim to be treated unfairly by the police?; What is the prevalence in which Mexican‐Americans perceive unfair treatment toward their ethnic group?; and Do cultural factors and/or heightened group consciousness and identity contribute to Mexican‐Americans perceptions of either specific or more generalized unfair police treatment? A structural equation model was developed to explore the relationship between global and specific measures of unfair police treatment and variables measuring socio‐demographic and linguistic characteristics, as well as socially disorganized contexts, group consciousness and identity.

Mexican‐Americans residing in socially disorganized contexts are significantly more likely to have positive global assessments of the police. The relationship between both social disorganization and specific and global attitudes was statistically significant. Individuals who have a strong sense of linked fate, possess a shared sense of common purpose and interest, and identify strongly with their ethnic group are significantly more likely to perceive that the police treat their group unfairly.

The current investigation is limited by the nature of the data, which is based wholly on self‐report. In addition, while the frequency and nature of police contact plays a role in influencing negative perceptions of police encounters, it was not possible to assess those influences here. Finally, the current analysis is limited by the cross‐sectional nature of the data and no inferences regarding causality can be made.

This study has implications for the legitimacy of the criminal justice system and will help criminal justice actors understand the broader implications of police‐citizen interactions.

The paper shows how social interactions are affected by group membership.

No study to date explores the relationship between group‐based identity, group consciousness and perceptions of unfair treatment by the police. These studies are usually limited to the political science literature.

The purpose of this paper is to check and fill the gap between the existing fire safety regulations for newly built tall buildings in Bulgaria and those in areas with rapid economic growth in the Asia-Oceania regions like the Hong Kong Special Administrative Region and Mainland China, by making comparative analysis and identifying good practices. The main focus is on the development of fire safety designs, facilities and management, which shall be recognized as essential parts of facility management in tall buildings.

Bulgarian regulations are analyzed and then compared with those in the Hong Kong Special Administrative Region and Mainland China. In addition, the scientific aspect of fire load density in the fire codes is discussed. The possibility of implementing a fire engineering approach to supplement prescriptive codes is outlined. The essential roles of fire safety management and fire safety culture are presented.

Key points and recommendations that are worthy for discussion about incorporation in the Bulgarian tall buildings fire safety requirements are upgraded requirements for fire load density, detection and sprinkler systems in tall residential buildings, refuge floors, ventilation/air conditioning control systems, full-scale burning tests and fire engineering approach. The importance of fire safety management is emphasized as a main, key component in facility management.

The research is the first study focusing on implementation of additional and specific fire safety regulations for tall buildings in Bulgaria.

Much work about health reform and systems improvement in healthcare looks at shortcomings and universal problems facing health systems, but rarely are accomplishments dissected and analyzed internationally. The purpose of this paper is to address this knowledge gap by examining the lessons learned from health system reform and improvement efforts in 60 countries.

In total, 60 low-, middle- and high-income countries provided a case study of successful health reform, which was gathered into a compendium as a recently published book. Here, the extensive source material was re-examined through inductive content analysis to derive broad themes of systems change internationally.

Nine themes were identified: improving policy, coverage and governance; enhancing the quality of care; keeping patients safe; regulating standards and accreditation; organizing care at the macro-level; organizing care at the meso- and micro-level; developing workforces and resources; harnessing technology and IT; and making collaboratives and partnerships work.

These themes provide a model of what constitutes successful systems change across a wide sample of health systems, offering a store of knowledge about how reformers and improvement initiators achieve their goals.

Few comparative international studies of health systems include a sufficiently wide selection of low-, middle- and high-income countries in their analysis. This paper provides a more balanced approach to consider where achievements are being made across healthcare, and what we can do to replicate and spread successful examples of systems change internationally.

This paper aims to present a literature review of the health workforce, hospital and clinic systems, infrastructure, primary care, regulatory climate, the pharmaceutical industry and community health behavior of the Kenyan health-care system with the purpose of providing a thorough background on the health-care environment in Kenya.

A systematic literature review was conducted using Pub Med, searching for “Kenya” in the title of articles published from January 1, 2015 to February 24, 2016; this provided a broad overview of the type of research being conducted in Kenya. Other data provided by governmental agencies and non-governmental agencies was also reviewed to describe the current state of population health in Kenya.

An initial review of 615 Pubmed articles included 455 relevant articles. A complete review of these studies was conducted, resulting in a final sample of 389 articles. These articles were categorized into three main subject areas with 14 secondary subject areas (Figure 1).

The narrow scope of the search parameters set for the systematic review was a necessary limitation to focus on the most relevant literature. The findings of this study provide a thorough background on health care in Kenya to researchers and practitioners.

This compilation of data specific to Kenya provides a detailed summary of both the country’s health-care services and health status, focusing on potential means of realizing increased quality and length of life.