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Hotels offer high-quality guest experiences to positively impact their emotions, satisfaction, perceived value, word-of-mouth (WOM) and electronic word-of-mouth (eWOM). This study aims to investigate the impacts of the quality perceived by hotel guests on their positive emotions, negative emotions, perceived value and satisfaction; verify the impacts of the price on perceived value and satisfaction; examine the impacts of satisfaction on WOM and eWOM; and test the moderating effect of hotel guests’ behavioural engagement on social networking sites (HGBE-SNS) on the relationship between satisfaction and eWOM.

This survey included 371 guests who assessed their experiences at three Brazilian hotels. Structural equation modelling tested the hypothetical model supported by the stimulus-organism-response (S-O-R) theory (Mehrabian and Russell, 1974).

The quality perceived by hotel guests (stimulus) positively impacts perceived value, positive emotions and satisfaction and negatively affects negative emotions (organism). Price (stimulus) negatively impacts perceived value but does not affect satisfaction. Perceived value positively impacts satisfaction. Satisfaction positively impacts WOM and eWOM (responses). The HGBE-SNS moderates the relationship between satisfaction and eWOM.

To the best of the authors’ knowledge, this study is the first that simultaneously demonstrates the relationships between perceived quality, price, perceived value, positive and negative emotions, satisfaction, WOM, eWOM and HGBE-SNS. Hotels must offer their guests high-quality services to positively impact’ perceived value, positive emotions, satisfaction and WOM. Low prices boost the perceived value but do not directly increase guest satisfaction. Satisfied hotel guests share their experiences via WOM, but high HGBE-SNS is crucial to boost eWOM.

Los hoteles ofrecen experiencias de alta calidad a sus huéspedes para influir positivamente en sus emociones, satisfacción, valor percibido, boca a boca (WOM) y boca a boca electrónico (eWOM). Este estudio tiene como objetivo a) investigar el impacto de la calidad percibida por los huéspedes del hotel en sus emociones positivas, emociones negativas, valor percibido y satisfacción; b) verificar el impacto del precio en el valor percibido y la satisfacción; c) examinar el impacto de la satisfacción en el WOM y eWOM; d) probar el efecto moderador del compromiso conductual de los huéspedes del hotel en las redes sociales (HGBE-SNS) en la relación entre satisfacción y eWOM.

En esta encuesta participaron 371 huéspedes que evaluaron sus experiencias en tres hoteles brasileños. La modelización de ecuaciones estructurales puso a prueba el modelo hipotético apoyado en la teoría estímulo-organismo-respuesta (S-O-R) (Mehrabian y Russell, 1974).

La calidad percibida por los clientes del hotel (estímulo) influye positivamente en el valor percibido, las emociones positivas y la satisfacción, y negativamente en las emociones negativas (organismo). El precio (estímulo) afecta negativamente al valor percibido, pero no a la satisfacción. El valor percibido afecta positivamente a la satisfacción. La satisfacción afecta positivamente al WOM y al eWOM (respuestas). El HGBE-SNS modera la relación entre satisfacción y eWOM.

Este estudio es el primero que demuestra simultáneamente las relaciones entre calidad percibida, precio, valor percibido, emociones positivas y negativas, satisfacción, WOM, eWOM y HGBE-SNS. Los hoteles deben ofrecer a sus clientes servicios de alta calidad para influir positivamente en el valor percibido, las emociones positivas, la satisfacción y el WOM. Los precios bajos aumentan el valor percibido pero no incrementan directamente la satisfacción de los huéspedes. Los huéspedes satisfechos comparten sus experiencias a través del WOM, pero un alto nivel de HGBE-SNS es crucial para impulsar el eWOM.

酒店提供高质量的宾客体验, 对宾客的情绪、满意度、感知价值、口碑（WOM）和电子口碑（eWOM）产生积极影响。本研究旨在 a) 调查酒店客人感知到的质量对其积极情绪、消极情绪、感知价值和满意度的影响; b) 验证价格对感知价值和满意度的影响; c) 检验满意度对 WOM 和电子口碑的影响; d) 检验酒店客人在社交网站上的行为参与（HGBE-SNS）对满意度和电子口碑之间关系的调节作用。

本次调查包括 371 位客人, 他们对自己在巴西三家酒店的入住体验进行了评估。结构方程模型检验了由刺激-组织-反应（S-O-R）理论（Mehrabian 和 Russell, 1974 年）支持的假设模型。

酒店客人感知到的质量（刺激因素）对感知价值、积极情绪和满意度有积极影响, 而对消极情绪（有机体）有消极影响。价格（刺激因素）对感知价值有负面影响, 但不影响满意度。感知价值对满意度有积极影响。满意度对 WOM 和 eWOM（反应）产生积极影响。HGBE-SNS 可调节满意度与网络口碑之间的关系。

本研究首次同时展示了感知质量、价格、感知价值、积极和消极情绪、满意度、WOM、eWOM 和 HGBE-SNS 之间的关系。酒店必须为客人提供高质量的服务, 才能对 “感知价值"、"积极情绪"、"满意度 “和 “WOM “产生积极影响。低价会提升感知价值, 但不会直接提高客人满意度。满意的酒店客人会通过 WOM 分享他们的体验, 但高 HGBE-SNS 对促进 eWOM 至关重要。

The purpose of this paper is to share how the maturing value and impact model at The University of Sunderland is enabling the author to generate evidence and articulate the insights. The author draws from that evidence to inform and underpin the strategic service planning, resourcing and reporting.

The author will demonstrate how impactful articulation of these insights through data visualisation is enabling the author to employ thought leadership in the relationship management with stakeholders by increasing their understanding of the benefit of engagement with the service offers and demonstrating value for money and the value and impact of the role in achieving institutional objectives. The paper will give an overview of the key techniques of the model and will then demonstrate its practical applications using the following examples: how the model is underpinning the approaches to thought leadership in relationship management by enabling the author to effectively generate and articulate evidence to inform strategic faculty action plans; how the model has enabled the authors to develop a new graphical approach to annual reporting. By combining the variety of data sets generated by the model, the author is able to articulate the outputs and impacts of cross-service holistic service offers and clearly demonstrate how institutional strategic objectives are fulfilled.

The author will discuss the key findings including: the importance of embedding the model at the heart of the service culture – both in terms of involving staff in data generation and of developing an evidence-based culture of service planning; the benefit of meaningful data, analysis and insights in helping to inform and underpin strategic conversations and relationship management; the transferability of the model across service settings; the agility of a snapshot approach in enabling the authors to evidence and inform current strategic service priorities; the impact of a “rounded narrative” technique in articulating powerful human insights which demonstrate engagement, impact and value; and the importance of creative data-visualisation techniques in communicating the insights for maximum impact with the customers and stakeholders.

This case study demonstrates the approach taken to fulfil a specific strategic need at one UK HE institution. Therefore, the readers are encouraged to consider the approach within that context.

This paper shares how a strategic approach to capturing and communicating value and impact evidence can contribute to thought leadership in articulating library impact.

Even as multi-story apartment building development proposals in existing neighbourhoods represent a substantial component of policy debate at local planning boards, there is limited evidence for the impact of such residential developments on surrounding apartment values. This paper aims to address the void in knowledge, and the impact of multi-story apartment building developments on apartment values in residential high-rise areas located outside city and district centres is investigated in Helsinki Metropolitan Area, Finland.

Whether a multi-story apartment building development is followed by an increase in housing values depends on both positive and negative externalities. To specify valuation effects of proximate development projects, advanced research design combining matched sample methodology and hedonic-based difference-in-difference approach is used.

It appears from the analysis that completion of a single multi-story apartment building has an immediate positive impact on apartment values within 300 metre radius, while there is no statistically significant impact on price trend.

This paper studies apartment values only in Helsinki Metropolitan Area, Finland, and it is important to notice that local regulations and market conditions may have a notable impact on the outcomes.

This study is the first of its kind to provide with statistically significant evidence for positive impacts from multi-story apartment building development in Finnish residential high-rise areas and may have a crucial role in helping to dispel prejudices related to such developments.

This paper aims to understand how social finance and impact measurement experts include stakeholders' voices in valuations of social and environmental impact.

The paper used the content analysis of an online discussion forum where experts discussed impact valuation approaches.

Many experts seek impact valuations that take into account the experiences of those whose lives are most affected. Ideally, these accounts need to be emic to (in the language of) those stakeholders, and polyvocal (representing many different stakeholders' voices). However, these experts also seek to effect systemic change by encouraging mainstream financial markets to use social and environmental valuations in their decision-making. These experts consider full plurality too complex to be useable by financial markets, so the experts argue in favor of etic valuations (stated in the language of investors), to appeal to mainstream finance, while endeavoring nonetheless to represent multiple stakeholders' voices. The authors identify two discursive strategies used to resolve this tension: effacing of differences between diverse stakeholders, and overstating the universality of money as a common language.

The terms emic and polyvocal provide experts with nuanced ways to understand “stakeholder voice.” The authors hope these nuances inspire new insights and strategies and help the community with their goal of bridging to mainstream finance.

The paper presents a theoretical framework for describing plurality in impact valuations and examines the challenges of bridging from social finance, which seeks to give voice and representation to those whose lives are most affected, to mainstream finance.

There is currently a wide range of methods for measuring social impact. Each method uses specific indicators, mainly because of the diverse characteristics of social enterprises (SEs) and the type of impact that is analysed, thus hindering the definition of a single, shared measurement system and, at the same time, prompting the proliferation of countless alternative methods. Many enterprises experience difficulties in selecting the best method to carry out the measurement process correctly. The purpose of this paper is to contribute to filling in conceptual gaps inherent to measuring impact and value creating in the domain of social entrepreneurship (SE), as well as equipping the social entrepreneur with better knowledge of the methodologies available for measuring impact and supporting their decision-making process.

The aims of this paper are, therefore, threefold: to identify the common conditions of how to measure social impact (literature); to analyse how measurement is actually undertaken in practice (process); and to compare the four main methodologies, among the numerous ones, that have been developed to measure the impact generated by SEs so far (methods and comparison). The authors compared four of the most commonly used methodologies in the field of social impact measurement, analysing advantages, disadvantages and application fields. They evaluated whether a method can be considered preferable to others in each case.

The paper demonstrated the high fragmentation that characterised the existing literature concerning the measurement of social impact and the wide range of methodologies used, thus leading to a great confusion in regard to the selection of the most appropriate methodology for the pursuit of one's own ends. This often discourages the undertaking of the measurement process. The analysis used in this paper leads us to conclude that the social return on investment method is more popular than the other three alternatives.

There are significant deficiencies in methodologies adopted, and researchers must use innovative, situated approaches that fit with the SE literature. The authors concluded that for the future, there is a need to do a SLR in a disciplined way. Further research is strongly recommended in this area, to provide more comparative studies of existing methods. It is hoped that enterprises can be directed towards using a limited range of formal methods that can capture the diversity of the various application cases, thus making it possible to compare different situations: a limited range of formal methods that can capture the diversity of the SEs considered and the impacts generated will be promoted.

The authors also want to analyse how the SEs concretely realise the measurement of their impact that often do not use the formal methodologies presented in the literature but rather tools created by the ad hoc companies on the basis of their specific needs.

This paper makes a theoretical contribution to the literature of the theory on social value within the SE field by having regard to how to measure social impact. It partially responds to Choi and Majumdar’s (2014) and Hlady-Rispal and Servantie’s (2016) calls for the development of a theory of measuring social value.

Based on the theory of basic human values, this study aims to examine the impact of CEO conservation (i.e. security, conformity and tradition) and openness to change (i.e. self-direction, stimulation and hedonism) values on one of the most conflictual decisions inside a firm: workforce downsizing.

The hypothesis testing was done in the context of all workforce downsizing decisions made by German companies (and their CEOs) listed on the German Prime-Index between 2005 and 2019. A software-based psycholinguistic assessment of various sources of CEO communications was conducted to tap into their underlying values.

Tobit regression analysis confirms that CEO conservation and openness-to-change values impact the severity of workforce downsizing. Namely, the higher the CEO conservation values, the lower the downsizing severity (i.e. employees dismissed in relation to overall workforce). In contrast, the higher the CEO openness to change values, the higher the downsizing severity.

Against prior research that has centered around political ideology as a proxy to understand the mechanisms through which values impact strategic decisions, the present study employs advanced measurement approaches to assess the general impact of CEO values on critical firm decisions. As such, the study contributes to upper echelons research by offering a new perspective on how CEO values impact critical firms' decisions.

The purpose of this paper is to critically review methods of impact assessment and economic analyses.

Reviews the literature on impact assessment, and examines some case studies of impact assessment in health libraries. Relates satisfaction and dissatisfaction assessment to impact assessment. Identifies recent impact assessment approaches in public and academic libraries, and explores different uses of terminology for impact and outcome. Reviews literature on economic analysis of value, including cost analyses, cost-effectiveness analysis and return on investment (ROI) studies.

Terms for library assessment (outcome, output, impact, value and benefit) vary among different sectors. Impact evaluation should examine initial assumptions of value carefully, and examine possible gaps in the line of argument linking inputs of library services to presumed impacts (positive and negative). More attention to sampling and response rates is required, to avoid problems such as the “warm glow” effect. Qualitative and quantitative evidence should be carefully integrated to tell the impact story. Economic impact can be estimated, but methodology depends on the service aims and sector.

Demonstrates that some of the requirements for traditional impact assessment also affect economic analyses and ROI studies.

The purpose of this paper is to add to the academic discourse by developing a methodology by which a block of land’s goodwill, or lack of goodwill, can be factored into its valuation.

The research was undertaken utilising a mixed-methods approach, which involved doctrinal research, together with qualitative and quantitative analysis of the impact of neighbourhood disputes on real property value. The disputes engaged with for exemplar purposes were those of tree disputes resolved by QCAT order.

A dispute can adversely affect a property’s goodwill, which can impact both its saleability and value.

Due to the sensitive nature of the valuation process and the potential negative impact that any identification of a property may have on its value, it was not appropriate to identify any properties specifically or the area in which these are located. Further, as regards the available details of disputes, the authors were only able to engage with disputes for which an order existed.

The methodology developed can be applied to other real property interests, for example, lots in freehold retirement village complexes or those within other strata title schemes of either residential or commercial use.

As the number of neighbourhood disputes throughout Australia grows, addressing the impact that a dispute has for property value is a concern relevant to all valuers and owners.

The authors add to the academic discourse by developing a methodology by which a property’s goodwill, or lack of goodwill, can be factored into its valuation.

The purpose of this paper is to examine the dual influence of traditional Chinese and national Singaporean cultural values on the attitude towards skin beauty and the purchase intention relating to skin care cosmetics among Chinese Singaporean women. It aims is to investigate how ethnic and national cultures might interact to influence the attitude towards skin beauty and hence the willingness to buy skin care products.

A survey of 370 Chinese Singaporean women was conducted to test the proposed links. The study adopts an empirical approach using structural equation modelling.

Both traditional Chinese and national Singaporean cultural values impact the attitude of Chinese Singaporean women towards skin beauty and their willingness to buy skin care cosmetics. The components of the traditional Chinese values (Buddhism, Daoism and Confucianism) and national Singaporean values were found to have differing impact on the attitude towards skin beauty and the purchase intention of skin care cosmetics among Singaporean women. Confucianism was found to have a very strong impact on skin fairness and whitening, national Singaporeans' values were found to have a strong impact on skin anti‐ageing, and Buddhist values were found to have moderate impact on attitude towards skin smoothness and skin fairness and on the willingness to buy skin smoothening and skin whitening cosmetics.

Even though the sample can be considered large, given the number of variables in the model, it would be wise to rely on a larger sample. In addition, the research was about specific cosmetics products, namely those related to skin care. It is judicious to extend the analysis to other categories and types of products. For expatriate ethnic groups, it is recommended that marketers think about the interaction between their traditional values and the values of the host country, as these have dual effects on their attitudes and hence on their buying intention. The interaction between these values is not static across products. It varies in size and combination across types of attitudes and products.

Traditional ethnic and national cultural values have differing impact in terms of significance and size on the attitude towards face beauty. Hence, marketing actions such as positioning and advertising should be customized accordingly, to target at these values in an attempt to influence attitude, and hence purchase behavior. Attitude plays a mediating role between cultural values and purchase intention. Influencing consumers' willingness to buy involves influencing their attitudes.

Few works have surveyed the dual influence of national and ethnic values on a specific ethnic subgroup in Asia. To the authors' knowledge, there no previous research has been conducted for Singapore. This paper demonstrates that it is important for the marketer to take into account Singaporeans' national and ethnic values while marketing to them.