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This paper aims to demonstrate how hospitality management research could benefit from the propositional style of theorizing, and how this approach could expand the scope of research in the discipline.

Developing new theories could provide unique insights and broaden the scope of research in hospitality management. To illustrate the power of proposition-based theorizing, this methodology is applied to the hotel cancellation policies domain.

Using the proposition-based theorizing in the context of cancellation policies, this study provides several propositions that could have broad implications for future research.

The contribution of this paper is threefold. First, the potential benefit of the proposition-based theorizing in the revenue management context of cancellation policies is demonstrated. Second, the theoretical frameworks and insights from the product return policy literature that could enrich future studies on hotel cancellation policies are introduced. Finally, this study conjectures on these theories’ relevance to hotel cancellation policies and consequently on their potential contribution to the scholarly discourse.

The purpose of this paper is to examine the impact of customers’ offline transaction behaviour in the form of loyalty and cross-buying on the adoption of self-service technology innovations by non-business customers in the context of online banking.

This study extends the Diffusion of Innovation Theory, as well as the Technology Acceptance Model adapted to describe and model individual customer observed behaviours in the pre-adoption stage of the adoption process. The Log-logistic parametric survival model is applied using panel data for 1,357 randomly selected new customers from a bank.

Significant differences arise among customers’ behaviours related to periodicity of interactions with the bank and quantity of products involved in the interactions, as well as convenience and risk of the interactions. The results corroborate that those customers who are more likely to adopt the online banking faster show an offline behavioural pattern more related to higher periodicity of interactions and convenience, rather than a high number of products involved in their interactions, the use of high-risk products or the maintenance of a higher average monthly liabilities.

While previous research explaining the process of adoption of the online channel has mainly focused on the analysis of customers’ attitudes (i.e. customers’ perceptions) and demographics, in this research an additional explanation is proposed using customers’ offline transaction behaviours. In addition, there is a considerable amount of research about the adoption of new technologies, but there is a scarcity of studies looking specifically at the financial services and banking industry.

This study aims to investigate which variables can predict clients closing their checking accounts in a commercial bank and to validate the model used in this research.

The theoretical basis of the study has contemplated satisfaction, loyalty, change mediators, switching costs and client retention. A total of 2,000 account holders plus 2,000 clients who closed their checking accounts were selected by simple probabilistic sample. The samples were probabilistic, without repetition, with an error margin of approximately 2.2 percent and trust interval of 95 percent with random drafting of the account holders' database from a large institution based in all Brazil. The variables were tested using the Binary Logistic Regression and the variables between the account holder and former account holder groups with indication of checking account closing request were compared.

Account holder's age, time of the account, investor/taker profile, internal relationship, long term assets contracts, risks in other banks, quantity of products, product canceling, average amount of entries and the existence of a joint client are the variables which better identify clients' propensity to end their relationship.

The obtained results make it possible to identify the clients' propensity to abandonment and contribute to directing future marketing actions.

The model is relevant on the theoretical point of view because it can measure the importance of each independent variable and provides elements to compare all of them in the same base (meta‐analysis). It deals with 14 independent variables and had a good adjustment once was capable to classify correctly 89.8 percent of the account holders and 87.2 percent of the former account holders. The K‐S value was 79 percent with p<0.005 and value of ROC curve was 0.947. Models like this are unknown.

Managing the reverse flow of product is an important ability for any company, as the recent experiences of many online retailers illustrate. Reverse logistics is a growing and important area of strategic advantage for many companies. For a long time, the product life cycle has been a valuable source of insight about the changing needs of marketing and logistics over the life of a product. In this paper, we study the way that reverse logistics is impacted by changes in sales over the product’s life cycle.

Construction manufacturers predominantly rely upon antiquated manual design and production processes and procedures because they lack technical skills needed to automate working practices. This paper aims to automate manufacturing processes by optimising the utilisation of BIM digital objects (BDO) via the development of a conceptual model. Concomitant objectives seek to reduce design errors; eliminate unnecessary costs; automate the generation of quantity bills; and maximise productivity performance.

An inductive approach was adopted through a post positivist epistemological lens set within the context of a case study of a small- and medium-sized enterprise. From an operational perspective, both qualitative and quantitative data were collected and analysed via a novel four-phase waterfall design, namely, literature diagnosis; recording contemporary practice; mapping manufacturing workflow and procedures; and evaluation and proof of concept development.

The work illustrates that BDO enhances manufacturing workflow, reduces product manufacturing lead time and augments quality assurance throughout the whole life cycle of a manufactured product. The conceptual model developed provides a pragmatic and comprehensive solution to automate construction manufacturing procedures and to improve the facilitation of information exchanged between all stakeholders involved.

This study presents the first comprehensive case study of BDO application within a manufacturing context. Future research is however, needed to test and validate the conceptual model presented in practice. In doing so, the model can be further refined using practitioner input and real-life manufacturing processes and procedures.

The insurance industry has not been able to effectively retain its customers and struggles to establish and maintain long-lasting relationships with them. The purpose of this paper is thus to identify the main factors that explain the cancellation of motor insurance policies by individual customers, considering the influence of intermediaries on their decisions.

The data used in this research is based on a sample of 3,500 insurance policies that lapsed during the period of analysis between January and July 2017, against another sample of 3,500 policies that did not lapse, from a major insurance company in Portugal. Binary logistic regression was used for data analysis, using IBM SPSS software.

Aggressive tactics by insurance companies for customer acquisition may induce the cancellation of insurance policies. More valuable customers, the policies with higher premiums and recent claims, as well as the ancillary intermediaries and agents, are determinants of insurance cancellation. Conversely, the payment of policies by direct debit and without instalments reduces the probability of cancellations.

The main limitation of this study is the restriction on data access. Insurance companies are significantly resistant to sharing their customer data – including with academic researchers – even in an anonymised form.

The paper highlights internal and external practices of insurance companies that should be reformulated to significantly improve their performance regarding product cancellation, related to customer information management, mistrust behaviours related to stakeholders and new value propositions that deepen the relationships with intermediaries.

This research developed a framework with which to identify the factors that are mainly associated with motor insurance cancellation and to predict its likelihood.

保險業一向未能有效地留住客戶，故業內不斷努力建立並維繫與客戶長久的關係。因此、本文擬確定個人客戶終止其汽車保單的因素；研究過程中、會考慮中介人對客戶作有關決定的影響 。

本研究所使用的數據、為基於一個涵蓋3500份期滿終止保單的樣本、並以之與另一涵蓋3500份沒有終止保單的樣本相比，樣本均來自葡萄牙一家大型保險公司。期滿終止保單之樣本、乃於2017年1月至同年7月這個研究進行期間内期滿終止的。研究使用了二元羅吉斯迴歸來分析數據，並應用了IBM SPSS 數據分析軟件。

保險公司為贏得客戶所採用的積極進取策略可能導致客戶終止其保單。保單終止的決定因素包括更多有價值的客戶、保險費較高的保單、最近的索賠和輔助的中介及代理。反之，以自動扣帳方式及以非分期付款形式繳付保單則會減低終止保單的機會。

本研究發展了一個框架、以確定與客戶終止其保單有關聯的主要因素，並預計客戶終止保單的可能性。本文亦強調了保險公司須重新制定其內部與外部的做法，以能大幅改善其與產品取消有關的績效，而這些產品取消涉及客戶信息管理、與持份者有關的不信任行為、以及能深化與中介人之關係的新價值主張。

The outbreak of the COVID-19 pandemic plunged global tourism into a huge crisis in 2020. China was confronted with a wave of cancellations by tourism consumers due to COVID-19 and tourist complaints rose dramatically during this period. Although tourism enterprises have quickly introduced measures in response, the effectiveness of targeted policies is expected to be evaluated. Concerned about this phenomenon, this study aims to provide insights into the dim prospects of the tourism industry and to bridge the gap between tourists and enterprises.

The current study adopts a two-step method that combines automatic and manual content analysis to contrastively analyse 647 complaints from the Sina platform and the measures of five online travel agencies (OTAs) taken to deal with COVID-19.

The results reveal that the COVID-19-related information and policies issued by official departments had a promoting effect on tourist complaints. OTAs were the main target of complainers, and three themes of complaints were identified, namely, cancellation barriers, refund barriers and customer relationship management. Although tourism enterprises’ policies covered most dimensions of the three themes, more detailed and mutually beneficial policies need to be formulated in the face of a new round of cancellations.

This research attempts to investigate tourism customer complaint behaviours in the case of COVID-19 and to provide tourism enterprises receiving different complaints with practical insights into crisis management. It contributes to simultaneously minimizing business losses and maintaining customer relationships in the service industry, improving the industry’s performance under potential crises in the future.

危机信息、沟通策略和客户投诉行为:以COVID-19为例

2020年, 新冠肺炎大流行的爆发使全球旅游业陷入巨大危机。由于新冠肺炎疫情, 中国面临了旅游消费者的退订浪潮, 期间游客投诉大幅上升。虽然旅游企业迅速采取了应对措施, 但预期将评估有针对性的政策的有效性。考虑到这一现象, 本研究旨在为旅游业的暗淡前景提供见解, 并弥合游客和企业之间的差距。

本研究采用自动内容分析和人工手动编码相结合的两步方法, 对来自新浪平台的647起游客投诉和5家在线旅行社应对COVID-19的措施进行对比分析。

结果显示, 官方部门发布的新冠肺炎相关信息和政策对旅游投诉的数量起到了刺激作用。在线旅行社是投诉者的主要目标, 并确定了游客投诉的三个主题:取消障碍、退款障碍和客户关系管理。虽然旅游企业政策涵盖了这三个主题的大部分层面, 但面对新一轮的取消, 还需要制定更详细和互利的政策。

本研究试图调查COVID-19情况下的旅游客户投诉行为, 为收到不同投诉的旅游企业提供危机管理的实用见解。它有助于在服务行业同时减少业务损失和维护客户关系, 提高行业在未来潜在危机下的绩效。

Información de crisis, estrategias de comunicación y medidas adoptadas ante las reclamaciones de los clientes: el caso de COVID-19

El presente estudio adopta un método en dos fases que combina el análisis de contenido automático y manual para analizar de forma contrastiva 647 reclamaciones de la plataforma Sina y las medidas de cinco agencias de viajes online (OTA) adoptadas para hacer frente a la COVID-19.

El estallido de la pandemia COVID-19 sumió al turismo mundial en una enorme crisis en 2020. China tuvo que hacer frente a una oleada de cancelaciones por parte de los consumidores turísticos debido a la COVID-19, y las quejas de los turistas aumentaron drásticamente durante este periodo. Aunque las empresas turísticas introdujeron rápidamente medidas de respuesta, se espera que se evalúe la eficacia de dichas políticas. Preocupado por este fenómeno, el presente estudio pretende aportar información sobre las sombrías perspectivas de la industria turística y tender un puente entre los turistas y las empresas.

Los resultados revelan que la información y las políticas relacionadas con el COVID-19 emitidas por los departamentos oficiales tuvieron un efecto promotor de las quejas de los turistas. Las OTAs fueron el principal objetivo de los reclamantes, y se identificaron tres temas de reclamaciones: barreras de cancelación, barreras de reembolso y gestión de la relación con el cliente. Aunque las políticas de las empresas turísticas cubrían la mayoría de las dimensiones de los tres temas, es necesario formular políticas más detalladas y mutuamente beneficiosas ante una nueva oleada de cancelaciones.

Esta investigación trata de investigar el comportamiento de las reclamaciones de los clientes turísticos en el caso de COVID-19 y de proporcionar a las empresas turísticas que reciben diferentes reclamaciones una visión práctica de la gestión de crisis. Contribuye a minimizar simultáneamente las pérdidas comerciales y a mantener las relaciones con los clientes en el sector de los servicios, mejorando el rendimiento de la industria ante posibles crisis en el futuro.

The purpose of this paper is to implement a highly linear 180 nm complementary metal oxide semiconductor (CMOS) power amplifier (PA) to meet the stringent linearity requirement of an long term evolution (LTE) signal with minimum trade-off to power added efficiency (PAE).

The CMOS PA is designed in a cascaded dual-stage configuration comprises a driver amplifier and a main PA. The gate voltage (VGS) of the driver amplifier is tuned to optimize its positive third-order transconductance (g_m3) to be canceled with the main PA’s fixed negative g_m3. The g_m3 cancellation between these stages mitigates the third-order intermodulation product (IMD3) that contributes to enhanced linearity.

For driver’s VGS of 0.82 V with continuous wave signal, the proposed PA achieved a power gain of 14.5 dB with a peak PAE of 31.8% and a saturated output power of 23.3 dBm at 2.45 GHz. A maximum third-order output intercept point of 34 dBm is achieved at 20.2 dBm output power with a corresponding IMD3 of −33.4 dBc. When tested with a 20 MHz LTE signal, the PA delivers 19 dBm maximum linear output power for an adjacent channel leakage ratio specification of −30 dBc.

In this study, a novel cascaded g_m3 cancellation technique has been implemented to achieve a maximum linear output power under modulated signals.

The purpose of this paper is to examine the sunk-time fallacy in the context of simultaneous variations of time and money when financial expenditures are recoverable. The study compares a recoverable monetary scenario with conditions where money is either not spent or spent, but purchase and payment are decoupled.

A sample of 184 participants was utilised in three experiments. A randomised design was used, and experimental manipulations were achieved using the vignette method.

The results indicate that consumers are susceptible to sunk-time fallacy. Specifically, results suggest that there is no significant difference in sunk cost fallacy when a consumer spends only time vs when a consumer spends money and time both but money can be recovered. The sunk-time fallacy did not occur in credit card purchases. The sunk-time fallacy did not happen in temporal investments of less than a week but appeared in the temporal investments of two weeks.

The study indicates that sunk-time fallacy occurs after a minimum threshold of time is spent on a particular activity.

Online retailers may vary the delivery period of ordered merchandise to reduce product returns. Online retailers may not deliver the merchandise too early to take advantage of the sunk-time fallacy. Bestseller products should be quickly delivered as there are lesser chances of product return. On the other hand, new products or products with mixed consumer reviews should be provided preferably with a time lag beyond a week. Managers should incentivise payments through debit card/net banking and cash-on-delivery to reduce returns by using sunk-time fallacy.

The study is perhaps the first one to study the sunk-time fallacy in a simultaneous variation of time and money where monetary costs can be recovered fully.

The purpose of the paper is to critically evaluate the applicability of bio certification in farmers' activity to reduce unfair trading practices in the food supply chain. The secondary purposes are describing the economic reasons of using bio certification and perspectives of using web trading platforms among food producers.

Data collection included face-to-face interviews with 15 Austrian and German farmers who operate on bio food markets as well as a quantitative survey regarding their assessment of unfair trading practices. This study presents both quantitative and qualitative analyses.

Bio certification is more likely unable to eliminate or mitigate unfair trading practices in the food supply chain, however bio certification is able to increase efficiency of farmers together with other web tools.

The study is the first to empirically investigate the applicability of bio certifications, its advantages and impact on unfair trading practices in the food supply chain. It focuses on small and medium-sized food producers and farmers. The research also reveals the perspectives of using web trading platforms in farming activity.