Search results

1 – 7 of 7
Article
Publication date: 2 October 2017

Ilker Sahin, Mustafa Gulmez and Olgun Kitapci

This research aims to scrutinize the negative reviews regarding the 5-star chain hotels and the e-responses on TripAdvisor, to categorize the complaints declared in the review…

2169

Abstract

Purpose

This research aims to scrutinize the negative reviews regarding the 5-star chain hotels and the e-responses on TripAdvisor, to categorize the complaints declared in the review texts, to provide better understanding of the online problem-solving methods of hotels and their corporate approach to e-complaints and to reveal the post-vacation electronic word-of-mouth (e-WOM) behaviours of the complaining tourists.

Design/methodology/approach

Within the scope of this research, 404 negative reviews and 364 e-responses are subject to an extensive content analysis. A total of 1,655 tourist e-complaints which were mentioned in the negative online reviews are categorized according to their subject matters and grouped under main themes. The e-responses of hotels and statements of e-complaining tourists regarding post-vacation experience are analysed in detail based on a qualitative research approach.

Findings

As a result of the research, 82 sub-themes within 11 complaint categories are determined, and it is found out that the e-complaints mainly focus on “food and beverage services”, “room comfort” and “hotel staff”. The hotel management mainly implemented problem-solving strategies such as “request for future patronage, a recovery plan as a result of the detailed analysis of the problem and warning to the relevant department performing poor service” as well as giving unsatisfactory “cliché responses”. Dissatisfied tourists performed negative e-WOM behaviours by using abusing expressions in review text, recommending different hotel alternatives, failing to recommend the hotel and expressing that they would not return.

Originality/value

Combing through negative e-reviews which include wide range of complaints of disappointed tourists and the statements which reveal post-vacation tendencies and feelings, the e-responses of hotels that are providing insight regarding the corporate approach to negative feedbacks and formation of post-vacation relations between the hotel and customers, the paper adopts a qualitative and utilitarian approach. The originality of the paper stems from its elaborative context analysis and balanced comparison of three 5-star luxury chain resort hotels located on the shores of the Mediterranean with almost similar quality standards and guest relations/public relations (GR/PR) departments that represent corporate identity. To this respect, the research is thought to be original in quality and can fill out the gap in the tourism literature. Presenting conceptual framework and practical information, the paper is predicted to guide the future studies, tourism marketers, travel consultants, PR/GR staff and managers employed in hospitality businesses.

Details

Journal of Hospitality and Tourism Technology, vol. 8 no. 3
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 22 March 2013

Olgun Kitapci, Ibrahim Taylan Dortyol, Zührem Yaman and Mustafa Gulmez

The aim of this study is to determine the paths between the five SERVQUAL dimensions, customer satisfaction and customer loyalty.

8007

Abstract

Purpose

The aim of this study is to determine the paths between the five SERVQUAL dimensions, customer satisfaction and customer loyalty.

Design/methodology/approach

The paper is based on a sample of 505 supermarket customers in Turkey who have completed a self‐administered questionnaire. The paper uses means, such as standard deviation and multiple regression analysis, to analyze and propose the conceptual model on supermarket management.

Findings

The paper concludes that empathy, tangibility, responsiveness, and assurance are factors that are positively related to customer satisfaction, which in turn is positively related to customer loyalty.

Originality/value

The paper provides certain suggestions to supermarket managers regarding the terms of service quality dimensions, satisfaction, and loyalty.

Details

Management Research Review, vol. 36 no. 3
Type: Research Article
ISSN: 2040-8269

Keywords

Article
Publication date: 10 October 2022

Muhammad Abubakr Naeem, Sitara Karim, Mustafa Raza Rabbani, Abu Bashar and Satish Kumar

Growing attention of policymakers, governments and regulation authorities towards climate change and global warming has spurred the extensive need to carefully examine the current…

2076

Abstract

Purpose

Growing attention of policymakers, governments and regulation authorities towards climate change and global warming has spurred the extensive need to carefully examine the current practices of green and sustainable finance. This study aims to provide a comprehensive analysis on the current state and future directions of green and sustainable finance through bibliometric analysis.

Design/methodology/approach

For extensive bibliometric analysis, the study comprises 1,413 documents published in peer-reviewed journals indexed in the SCOPUS database for the period ranging from 1990 to 2021.

Findings

The authors find that there are mainly three key areas of green and sustainable finance, which are largely addressed by the scholars following the given time. The key areas include socially responsible investments, green finance and climate finance that are in line with the previous studies and existing trends and practices prevailing in the business and corporate world.

Practical implications

The findings are important for policymakers, regulatory bodies, upcoming scholars, environmentalists and investors as findings of the study provide an effective framework for adopting sustainable strategies, to trade-off between profits and environmental hazards and to generate value from the green avenues of research and practice.

Originality/value

The study offers novel contributions to the existing literature in terms of comprehensively providing evidence of the current practices of green and sustainable finance. Meanwhile, significant implications for the prospective audience further refine the contribution of research.

Details

Qualitative Research in Financial Markets, vol. 15 no. 4
Type: Research Article
ISSN: 1755-4179

Keywords

Abstract

Purpose

This paper aims to determine the knowledge and attitudes of the physicians regarding human immunodeficiency virus (HIV)/acquired immune deficiency syndrome (AIDS), to emphasize that these patients exist and they will exist in the future and to raise awareness so as to prevent that their rights to treatment are revoked.

Design/methodology/approach

The survey was conducted via a link sent through an online system. Random physicians from 81 cities of the country were invited to the survey. The survey has 41 questions regarding knowledge and attitudes in total, including epidemiological information such as age, gender and title.

Findings

A total of 3,107 physicians has voluntarily participated in the study. In total, 2,195 (70.7%) are internal physicians and 912 (29.3%) are surgical physicians among the participant physicians. In total, 1,452 (46.7%) of the participants are specialist physicians, 608 (19.6%) of the participants are practising physician and the rest of it is physician assistants, academicians and dentists, respectively.

Originality/value

In this study, it has been found out that the physicians have a lack of knowledge on HIV/AIDS and they adopt a discriminatory attitude towards HIV-positive persons. HIV-positive patients who are exposed to discrimination and scared of being uncovered refrain from applying to hospitals for treatment, which puts public health into jeopardy due to the high viral load and these patients are faced with difficulties in coping with both medical and emotional load of the disease.

Details

International Journal of Human Rights in Healthcare, vol. 17 no. 1
Type: Research Article
ISSN: 2056-4902

Keywords

Article
Publication date: 25 July 2019

Kanwal Jit Singh

Nowadays, a rotary friction welding method is accepted in many industries, particularly for joining dissimilar materials as a mass production process. It is due to advantages like…

Abstract

Purpose

Nowadays, a rotary friction welding method is accepted in many industries, particularly for joining dissimilar materials as a mass production process. It is due to advantages like less material waste, low production time and low energy expenditure. The effect of the change in carbon contents in steel is studied experimentally in the rotary friction welding process, and a statistical model is developed. The Grey Taguchi method gives the single parameters optimization for all output responses. The paper aims to discuss these issues.

Design/methodology/approach

An experimental setup was designed and produced to achieve the multi-response in single optimum parameters through Grey relational analysis. A continuous/direct drive rotary friction welding process is chosen in which transition from friction to the forging stage can be achieved automatically by applying a break. In this experimentation, high carbon and low carbon work-pieces with different carbon percentage were welded with rotary friction welding. Response tensile strength and micro-hardness of the design of the experiment are used to analyze the results.

Findings

The optimization of parameters has been performed with Grey relational analysis, and optimum parameters are friction pressure 40 kg/cm2, forging pressure 100 kg/cm2 and speed 1,120 rpm. GRA optimum parameters give 56.04 and 82.16 percent improvement in Tensile strength and micro-hardness, respectively.

Practical implications

High carbon steel (En-31) and low carbon steel (SAE-1020) are used in so many industrial applications. These materials are mostly used in the process like manufacturing, metallurgy, machinery, agricultural, etc. These practical applications have brought forward definite and notable economic benefits.

Originality/value

It provides a new framework to investigate the problems where multiple input machining variables and various output responses are obtained in single optimized parameters.

Details

Grey Systems: Theory and Application, vol. 9 no. 4
Type: Research Article
ISSN: 2043-9377

Keywords

Article
Publication date: 24 August 2021

Tin Doan, Pattamol Kanjanakan, Dan Zhu and Peter B. Kim

Personality provides a critical perspective for human resource managers on differences between employees. This study aims to systematically and meta-analytically synthesize the…

1537

Abstract

Purpose

Personality provides a critical perspective for human resource managers on differences between employees. This study aims to systematically and meta-analytically synthesize the consequences of employee personality in the hospitality context.

Design/methodology/approach

After an extensive literature search, 105 empirical studies on the consequences of the big five personality factors (BFF; agreeableness, conscientiousness, extraversion, neuroticism and openness) along with proactive personality (PP) in the hospitality context were included for a systematic review and meta-analysis.

Findings

The review highlighted a steady increase in the number of studies on hospitality employee personality. Job satisfaction and organizational citizenship behavior were identified as the most significant consequences for employee personality in the hospitality context. Five dimensions of personality traits varied in their consequences and differed from PP.

Research limitations/implications

This study provides insightful implications and suggestions for future studies in terms of methodological approaches, research topics and dimensions of employee personality that will extend the theoretical framework of individual differences.

Originality/value

To the best of the authors’ knowledge, this study represents the first attempt to systematically investigate the consequences of employee personality in the hospitality context. The results reveal discrepancies in the relations between the dimensions of BFF and PP with a variety of consequences. These results offer research directions for hospitality scholars investigating employee personality.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 10
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 13 November 2019

Xin Tian, Wu He, Chuanyi Tang, Ling Li, Hangjun Xu and David Selover

Research on how to use social media data to measure and evaluate service quality is still limited. To fill the research gap in the literature, the purpose of this paper is to open…

1922

Abstract

Purpose

Research on how to use social media data to measure and evaluate service quality is still limited. To fill the research gap in the literature, the purpose of this paper is to open a new avenue for future work to measure the service quality in the service industry by developing a new analytical approach of using social media analytics to evaluate service quality.

Design/methodology/approach

This paper uses social media data to measure the service quality of the airline industry with the SERVQUAL metrics. A novel benchmark data set was created for each SERVQUAL metric. The data set was analyzed through text mining and sentiment analysis.

Findings

By comparing the results from social media with official service quality report from the Department of Transportation, the authors found that the proposed service quality metrics from social media are valid and can be used to estimate the service quality.

Practical implications

This paper presents service quality metrics and a methodology that can be easily adopted by other businesses to assess service quality. This study also provides guidance and suggestions to help businesses understand how to collect and analyze social media data for the purpose of evaluating service quality.

Originality/value

This paper offers a novel methodology that uses text mining and sentiment analysis to help the airline industry assess its service quality.

Details

Journal of Enterprise Information Management, vol. 33 no. 1
Type: Research Article
ISSN: 1741-0398

Keywords

1 – 7 of 7