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The purpose of this study is to further explore the effects of customer participation (CP) and service personal values (SPVs) on cruise customer satisfaction (CS) and customer loyalty (CL) by applying the empirical research approach.

A self-administered questionnaire was prepared and used to collect data. Exploratory factor analysis and structural equation modeling analysis was used to test the proposed model and hypotheses.

The empirical results indicate that CP positively influences SPVs, CS and CL. SPVs have a significant and positive impact on CS as well. Moreover, the study also finds that collectivism has a strong positive effect on CP. Price sensitivity negatively moderates the relationship among CP, CPV, CS and CL.

The generalizability of the current study findings should be considered or scrutinized in light of the fact that limited samples and cross-sectional data were used. This limitation positions the findings as a continuation of the developing path toward a better understanding of customer behavior rather than a definitive conclusion.

The study results show that CP has a positive direct effect on SPVs, CS and CL. Even though many researchers have verified the importance and function of CP, there is a lack of literature, which assesses the influence of CP in a cruise industry context. By focusing on this gap, this research makes it feasible to empirically analyze the different effects of CP in relation to SPVs, CS and CL in Chinese cruise preferences.

The study results suggest that CP is a new predictor of CS and CL in the cruise industry. Thus, creating a positive experience through participation is crucial. As customers are co-producers, it is beneficial for the cruise companies to raise labor productivity and reduce cost by guiding and stimulating them to take part in the service-producing process.

Based on the perspective of service-dominant logic, the purpose of this study is to shed light on the formation process of loyalty behavior of Chinese cruise tourists. The empirical results indicate that CP positively influences SPVs, CS and CL. SPVs have a significant and positive impact on CS as well. Moreover, the study also finds that collectivism has a strong positive effect on CP. Price sensitivity negatively moderates the relationship among CP, CPV, CS and CL.

标题:中国邮轮游客的忠诚度:顾客参与和服务个人价值观的影响

本研究通过实证研究方法, 旨在深入探讨顾客参与(CP)与服务个人价值观(SPVs)对邮轮游客满意度(CS)与顾客忠诚度(CL)的影响。

本文编制了一份自填问卷用于收集数据。采用探索性因子分析(EFA)和结构方程模型(SEM)分析进行模型和假设检验。

结果表明, CP对SPVs、CS、CL均有正向影响。SPVs对CS也有显著的正向影响。此外, 本研究还发现, 集体主义对CP有很强的正向影响, 价格敏感性对CP、CPV、CS和CL之间的关系起负向调节作用。

鉴于样本有限和横断面数据的采用, 应仔细考虑和检查本文研究结果的普遍性。这一局限意味着本研究结果是顾客行为研究道路上的延续, 而不是一个确定的结论。

研究结果表明, CP对SPVs、CS、CL有直接的正向影响。尽管许多研究者已经证实了CP的重要性和作用, 但是对于CP在邮轮业中的影响的评价文献还很缺乏。基于对这一研究空白的关注, 本文通过实证研究, 分析在中国人的邮轮偏好中, CP对SPVs、CS、CL的不同影响。

研究结果表明, CP是邮轮行业CS和CL的一个新的预测因子。因此, 通过参与来创造积极体验是至关重要的。由于顾客是共同生产者, 通过引导和激励他们参与服务生产过程, 有利于提高邮轮公司的劳动生产率, 降低成本。

基于服务主导逻辑的视角, 本研究旨在揭示中国邮轮游客忠诚行为的形成过程。实证结果表明, 顾客参与(CP)对顾客个人价值(SPVs)、顾客满意度(CS)和顾客忠诚度(CL)具有正向影响。SPVs对CS也有显著的正向影响。此外, 本研究还发现, 集体主义对CP有很强的正向影响, 价格敏感性负向调节CP、CPV、CS和CL之间的关系。

关键词 顾客参与, 服务个人价值, 顾客忠诚度, 价格敏感度,中国邮轮游客

研究论文

La lealtad de los clientes chinos de cruceros: el impacto de la participación de los clientes y los valores personales del servicio

El propósito de este estudio es explorar, en profundidad, los efectos de la participación del cliente (CP) y los valores personales del servicio (SPV) en la satisfacción del cliente de cruceros (CS) y la lealtad del cliente (CL) aplicando el enfoque de la investigación empírica.

La obtención de datos se realizó a través de un cuestionario autoadministrado. El modelo y las hipótesis propuestas fueron contrastados a través del análisis factorial exploratorio (EFA) y el análisis de ecuaciones estructurales (SEM).

Los resultados empíricos indican que la CP influye positivamente en los SPV, CS y CL. Los SPVs también tienen un impacto significativo y positivo en la CS. Además, el estudio también encuentra que el colectivismo tiene un fuerte efecto positivo en el CP. La sensibilidad al precio modera negativamente la relación entre CP, CPV, CS y CL.

La posibilidad de generalizar las conclusiones del presente estudio debe considerarse teniendo en cuenta que se utilizaron muestras limitadas y datos transversales. Esta limitación hace que los hallazgos avancen en la senda para una mejor comprensión del comportamiento del cliente y no sean una conclusión definitiva.

Los resultados del estudio muestran que el CP tiene un efecto directo positivo en las SPVs, CS y CL. Aunque muchos investigadores han verificado la importancia y la función de la CP, falta literatura que evalúe la influencia de la CP en el contexto del sector de los cruceros. Al centrarse en esta carencia, esta investigación permite analizar empíricamente los diferentes efectos de la CP en relación con las SPVs, CS y CL en las preferencias de los cruceristas chinos.

Los resultados del estudio sugieren que la CP es un nuevo predictor de la CS y la CL en el sector de los cruceros. Por tanto, crear una experiencia positiva a través de la participación es crucial. Dado que los clientes son coproductores, es beneficioso para las compañías de cruceros aumentar la productividad laboral y reducir los costes guiándolos y estimulándolos a participar en el proceso de producción del servicio.

Basado en la perspectiva de la lógica dominante del servicio, el propósito de este estudio es arrojar luz sobre el proceso de formación de la lealtad de los turistas chinos de cruceros. Los resultados empíricos indican que la participación del cliente (CP) influye positivamente en los valores personales del servicio (SPV), la satisfacción del cliente (CS) y la lealtad del cliente (CL). Los SPVs también tienen un impacto significativo y positivo en la CS. Además, el estudio también encuentra que el colectivismo tiene un fuerte efecto positivo en el CP. La sensibilidad al precio modera negativamente la relación entre CP, CPV, CS y CL.

participación del cliente, valores personales del servicio, lealtad del cliente, sensibilidad al precio, turistas chinos de cruceros.

Trabajo de investigación

The purpose of this study was to explore the relative importance of various attributes (i.e. the total cost of attending, conference organizer, publishing opportunities for an academic career and personal development, reputation as measured by the number of conferences held, location and size) in terms of their ability to impact the decision of attendees in their selection of which academic conference to attend.

Conjoint analysis was used to examine the relative importance of various attributes to impact an attendee’s decision to select an academic conference (i.e. the total cost of attending, conference organizer, publishing opportunities for an academic career and personal development, reputation as measured by the number of conferences held, location and size).

The choice-based conjoint analysis revealed that the most crucial attributes for attending an academic conference were the total cost of attending the conference (28% of relative importance) and the conference organizer (28%).

Since the total cost of attending a conference is one of the top two attributes, conference organizers should reduce the costs as much as possible. Recommendations include choosing a university venue instead of a hotel or conference center and offering multiple options for registration passes (i.e. one-day pass). However, organizers should be careful about meals provided during the conference program, as meals have a positive effect on attendees’ decisions.

This study introduces to the literature a new indicator for selecting an academic conference – the reputation of the conference as measured by the number of times it had been held. In previous studies, this variable was not considered in the context of selecting an academic conference.

The purpose of this study is to conduct a thematic content analysis of facial emotion recognition (FER) research within the context of the hospitality and tourism industry. Through this analysis, the study aims to identify key themes, trends and implications of the utilization of FER technology in enhancing customer emotions and experiences within hospitality and tourism settings.

This is qualitative research that utilizes thematic content analysis. The research data were obtained from the Scopus database. A total of 45 articles (titles, abstracts and keywords) were coded into MAXQDA and VOSWiever programs for data analyses and mapping.

Based on the analyses, the predominant term used in titles was emotion, indicating its centrality in the research domain. Moreover, the most prevalent concepts in this field were emotion and experience. Notably, facial emotion recognition emerged as the most frequently utilized term within this context. Within the hospitality and tourism industry, FER was primarily employed within the travel sub-branch. Finally, the research culminated in the visualization of the theoretical framework and conceptual background, offering a comprehensive overview of the field.

There is a growing demand for using FER technology specifically within the hospitality and tourism industry context; therefore, growing scientific research has been conducted on this topic recently. By conducting a thematic content analysis, this study uncovered novel insights into the utilization of this technology to enhance customer emotions and experiences, thereby contributing to a deeper understanding of its potential implications and applications within the hospitality and tourism industry.

This study aims to examine the utilization of Front of House (FOH) and Back of House (BOH) technology applications in different types of US restaurants along with their level of IT management and explore the importance of these technology applications to restaurant operations.

Survey data were collected from 500 randomly selected restaurant technology managers who subscribe to Hospitality Technology Magazine. The sample group represented 67,299 restaurant units. Data analysis was organized into three parts (descriptive, exploratory factor analysis, and independent samples t-test).

For FOH, the top-five point of sale (POS) technologies used are POS hardware, touchscreen, POS software, gift card integration and integrated credit card swipe into POS. At the BOH, the top-five POS technologies used are accounting/financial software, enterprise reporting, inventory management software, kitchen printers and company intranet.

This is one of the first studies to include a variety of technologies used in restaurants. Most existing studies focus on a single technology or a small number of them. However, this study provides an overall perspective on a variety of restaurant technologies from FOH to BOH. It also includes mobile POS technologies.

本论文旨在研究美国各种类型饭店的前厅（FOH）和后厨（BOH）的各种科技应用系统以及其信息科技管理水平, 此外, 本论文还分析了这些科技应用对于饭店运营的重要性。

本论文采用问卷采样形式, 从订阅了酒店科技杂志（Hospitality Technology Magazine）的饭店科技经理中随机抽取500名经理为问卷样本, 此样本代表了67,299家饭店。数据分析方法共分为三个部分（描述型、因子分析、和独立样本t检定）。

对于FOH而言, 排名前五的POS科技包括POS硬件、触摸屏、POS软件、礼品卡管理、和信用卡与POS系统链接。对于BOH而言, 排名前五的POS科技包括会计/财务软件、企业报表、库存管理软件、厨房打印机、和公司内网。

本论文是仅存的几篇研究多样饭店科技的文章之一。大多数文章只是关注一种或者少数几种科技。然而, 本论文提供从FOH到BOH多种饭店科技的分析研究, 包括移动POS科技等。

关键词 饭店科技、前厅科技、后厨科技、移动POS

This study aims to report the descriptive statistics of cost-system obsolescence (CSO) in the Turkish hotel industry and contingent factors that affect the CSO.

To validate the reflective measurement model, first, an exploratory factor analysis in statistical package for social sciences was conducted. Then, a confirmatory factor analysis using maximum likelihood in analysis of moment structures was performed to establish the reliability and validity of the construct measurements.

The results demonstrate that CSO symptoms did not occur frequently in sample Turkish hotels. Turkish hotels were found to operate in intense competition and a significant relationship between competition intensity (CI) and CSO takes place. The hospitability industry has been perceived as rather uncertain. However, perceived environmental uncertainty (PEU) had no significant effect on CSO, and there was no mediation effect on the relationship between CI and CSO. Turkish hotels were found to perform market-orientated activities at a mediocre level. However, no significant relationship was found between market orientation (MO) and CSO. Additionally, Turkish hotels with decentralized decision-making structures and “prospector-type” strategies were found to have less CSO. On average, Turkish hotels have centralized decision-making structures and pursue “analyzer-type” strategies.

This study contributes to previous literature related to accounting information in the hotel industry. It also aims to give additional insight into Turkish hotels’ competitive environment, MO activities, decision-making structures and strategies and their association with CSO.

The study examined CSO in the Turkish hotel industry and factors that affect CSO. The study results provide additional insight into Turkish hotels’ competitive environment, MO activities, hotel structure and strategy. A new model to test CSO was created and validated using structural equation modeling (SEM).

Extended research efforts have been dedicated to understanding how different aspects of online surveys impact the response rate and quality of collected data. With the hope to yield higher response rates, leading survey software solutions (e.g., SurveyMonkey, Qualtrics, QuestionPro) introduced a new technique of embedding a question from an online survey into invitation emails sent to the respondents. The purpose of this chapter is to examine the impact of embedded questions on survey response rate and quality. The results of two experimental studies show that respondents are more likely to respond to a survey with an embedded question compared to an email without one. No statistically significant differences were discovered regarding data quality that was assessed via survey completion rate, respondent bias, and attention check questions. The chapter provides suggestions and guidelines for increasing online surveys' response rate and quality.

This first chapter provides an overview of all the chapters included in this book. This book focuses on contemporary research methods in hospitality and tourism. Revisiting the traditional research methods is necessary for academia and practitioners in the hospitality and tourism field. New understandings and interpretations of traditional research paradigms such as positivism and interpretivism as well as more recent paradigms such as realism and pragmatism in the context of hospitality and tourism are vital to strengthen the research practices. We hope that the edited book can help researchers and practitioners in our field in their research journeys and applications.

Today, information systems and technology provides a wide set of tools for companies to increase the efficiency of their businesses. Although technology offers many benefits to businesses, it also brings risks as the information systems security breaches. Security breaches and their financial impact is a constant concern of the researchers and practitioners. This paper explores information systems breaches and their financial impacts on the publicly traded companies in different sectors.

After a comprehensive data collection process, data from 192 events are analyzed by employing Event Study Methodology and a comparison of the results between the four highly affected sectors (Consumer Goods, Technology, Financial and Communications) is presented. The abnormal returns on the prices of stocks after the events are calculated with the Market Model. Also, the results of the Market Adjusted Model and Mean Adjusted Model are presented to support the results.

While information systems security breaches have a significant negative impact on the Financials and the Technology sectors for all the event windows in the study ([−5, 0], [−5, 1], [−5, 5], and [−5, 10]), the significant negative impact is observed only on the [−5, 5] and [−5, 10] event windows for the Consumer Goods sector. No significant negative impact is observed in the Communications sector, in fact, the cumulative abnormal returns are positive for this sector.

The contribution of this paper to provide evidence about the financial impacts of the information systems breaches for businesses in different sectors. While there are studies that have previously focused on the information systems breaches and their financial impacts on businesses, to the best of our knowledge, this is the first study that compares this effect between the four highly impacted sectors. With a relatively larger sample size and broader event windows than the past studies in the literature, statistical evidence is provided to managers to justify their investments in information security and build preventive measures to secure the market value of their firms.