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The COVID-19 pandemic has resulted in significant changes in tourists’ attitudes and behaviors mostly as a result of confinement-related problems. Although various studies have been conducted to analyze customers’ perceptions of service quality and satisfaction using a drop-off/pick-up method, the influence of COVID-19 on customers’ perceptions of service quality and satisfaction has not been examined using online reviews. It is critical to evaluate satisfaction aspects from user-generated content to ascertain their preferences for hotel services during the pandemic. This research aims to explore the viewpoint shared online by hotel tourists, as well as identify which service practice is associated with higher and lower satisfaction during the COVID-19 pandemic.

This paper examines the port of Mombasa’s attempted implementation of computer-based terminal operating systems (TOS); the challenges faced and the outcomes. In addition to enhancing its operations efficiency, a key motivation for the technology was to facilitate better integration and connectivity to the Belt and Road as a key gateway along the key route. It utilised a qualitative single-case methodology, involving a combination of semi-structured interviews, non-participant observations and content analysis of relevant policy documents and reports provided by the port. The paper finds that the attempt to adopt and implement TOS at the port mostly failed as a result of a complex combination of technological, organisational and environmental factors. Most importantly, the wider business environment was ill equipped with the necessary information communication technology (ICT) infrastructure to support effective implementation. There was also a general lack of appropriately skilled workers to support and drive the same.

Despite to useful relevance to better understand how group-level identity develops, few studies have explored the identity theory in the esports field and, in particular, considering the impact of a fan's role identity. The current study aims to explore esports fan role-identity vis-à-vis the relationship with the sponsor and the sponsee so as to understand the effects on their behavioral intentions.

Using a sample of 356 esports fans who attended the 2021 FPF eFootball Open Challenge, a Confirmatory Factor Analysis (CFA) analyzed the psychometric properties of the constructs and a subsequent Structural Equation Modeling (SEM) examined the effects of fan identity on two types of behavioral intentions and sponsor–sponsee relationship.

Results indicate that fans who highly identify with esports have the highest attachment to the event and tend toward having a positive word-of-mouth intention. Esports fans who have a higher brand identification reported a positive attitude toward the event's sponsor brand and tend to purchase its products. Moreover, the study findings also provide evidence of the bidirectional interaction between the way in which fans attach with the esports event and its sponsor brand, leading to greater reciprocity in their identity formation.

This study helps to understand how the fan identity process can enhance its fate and develop mutually, building role overlapping identity in the esports sponsor–sponsee relationship. Complementarily, it supports of how the marketeers and managers must analyze the importance of being a fan to the individual in order to understand how its self-identity can shape the future behavior.

Sustainable tourism is becoming more popular all over the world. Eco-friendly (green) hotels are properties that are friendly to the environment and are becoming increasingly popular among green travellers. Electronic word-of-mouth is a technique of communicating with consumers in order to share their experiences, and it is a significant marketing tool for hotels. This paper aims to identify the main themes shared in online reviews by tourists visiting eco-friendly hotels, and which of these themes were associated with satisfaction and dissatisfaction ratings.

The research used qualitative content analyses to analyse 1,202 user-generated content of the top 10 hotels in UK shared by guests on an online platform.

The analyses revealed nine themes in descriptions of airline travel experiences. These are “hotel amenities”, “services”, “location”, “staff”, “eco” (eco-friendly activities), “value” and “recommend/revisit” (intentions). Negative comments are associated with the “bathroom”, “mattress”, “water”, “bed”, “price”, “shower”, “Wi-Fi” and “restaurant” concepts.

This study differs from previous research in which it aims to address a void in the literature on the shortcomings of research focused on finding the dominant themes expressed in online reviews by tourists visiting eco-friendly hotels, and it does so using data mining approach.

The purpose of this paper is to use theories of institutional logics and institutional entrepreneurship to examine how and why macro-, meso-, and micro-level influences inter-relate in the implementation of integrated transitional care out of hospital in the English National Health Service.

The authors conducted an ethnographic case study of a hospital and surrounding services within a large urban centre in England. Specific methods included qualitative interviews with patients/caregivers, health/social care providers, and organizational leaders; observations of hospital transition planning meetings, community “hub” meetings, and other instances of transition planning; reviews of patient records; and analysis of key policy documents. Analysis was iterative and informed by theory on institutional logics and institutional entrepreneurship.

Organizational leaders at the meso-level of health and social care promoted a partnership logic of integrated care in response to conflicting institutional ideas found within a key macro-level policy enacted in 2003 (The Community Care (Delayed Discharges) Act). Through institutional entrepreneurship at the micro-level, the partnership logic became manifest in the form of relationship work among health and social care providers; they sought to build strong interpersonal relationships to enact more integrated transitional care.

This study has three key implications. First, efforts to promote integrated care should strategically include institutional entrepreneurs at the organizational and clinical levels. Second, integrated care initiatives should emphasize relationship-building among health and social care providers. Finally, theoretical development on institutional logics should further examine the role of interpersonal relationships in facilitating the “spread” of logics between macro-, meso-, and micro-level influences on inter-organizational change.

The purpose of the paper is to analyse how transport activities are embedded in supply chains and networks.

The paper is empirically grounded in a single case study that describes and analyses a supply chain of a particular product, Geocloth, focussing on how transport activities are organised in the supply network.

The paper concludes that transport activities are embedded in two related settings – the supply chain setting and the transport network setting – with implications for how adjustments can be made to increase transport performance. Furthermore, the paper shows how transport performance can be analysed as a function of how business relationships are connected vertically (i.e. how transport activities are sequentially connected within supply chains) and horizontally (i.e. how transport activities are connected across supply chains with regard to joint resource use).

The paper contributes to the understanding of how transport is integrated in supply networks by focussing on the connections between business relationships in supply chains and by pointing to how transport activities are embedded both in supply chain settings and in transport network settings.

The literature review aims to facilitate a broader understanding of on-demand service platform operations management and proposes potential research directions for scholars.

This study searches four databases for relevant literature on on-demand service platform operations management and selects 72 papers for this review. According to the research context, the literature can be divided into research on “a single platform” and research on “multiple platforms”. According to the research methods, the literature can be classified into “Mathematical Models”, “Empirical Studies”, “Multiple Methods” and “Literature Review”. Through comparative analysis, we identify research gaps and propose five future research agendas.

This paper proposes five research agendas for future research on on-demand service platform operations management. First, research can be done to combine classic research problems in the field of operations management with platform characteristics. Second, both the dynamic and steady-state issues of on-demand service platforms can be further explored. Third, research employing mathematical models and empirical analysis simultaneously can be more fruitful. Fourth, more research efforts on the various interactions among two or more platforms can be pursued. Last but not least, it is worthwhile to examine new models and paths that have emerged during the latest development of the platform economy.

Through categorizing the literature into two research contexts as well as classifying it according to four research methods, this article clearly shows the research progresses made so far in on-demand service platform operations management and provides future research directions.

There is growing interest in innovative online problem-solving models such as crowdsourcing to serve individuals, firms and the society as a whole. Crowdsourcing is the combination of efforts from various sets of individuals who are either volunteering or working part-time for socioeconomic production, basically in the cyber world. This hybrid work model is already in use by businesses and entrepreneurs; some of the platforms include Amazon mechanical Turk, 99designs, Hit RECORD and Design Crowd.

Much has been parleyed and published, and this is primarily because of the efficient socioeconomic potentials crowdsourcing offers.

This paper addressed the following three questions to help have a better understanding of crowdsourcing: who can perform crowdsourcing? why it is relevant to crowdsource in this present proliferated internet age and if there are going to be some changes in the future and the last but not the least what can be done to promote it in the society?

This paper discusses the three W’s and concludes with challenges facing the crowdsourcing work model.

To date, little research has been undertaken to test the effectiveness of team coaching, with past work focusing on models, frameworks and competencies. This study aimed to examine the effectiveness of team coaching within real world organizational teams and its impact on individual perceptions of team cohesion and psychological safety.

A randomized control trial (RCT) using the comparable interventions: (1) team coaching (intervention) and (2) team facilitation (control) was employed with multiple teams and multiple facilitators, measuring the impact on team cohesion and psychological safety.

The data indicate participants engaging in the team coaching intervention made greater gains in terms of their individual perceptions of psychological safety and team cohesion than individuals who received the team facilitation intervention (T1–T2).

Facilitators should apply a team coaching approach when seeking to address issues of cohesion and psychological safety within workplace teams.

This study provides the first evidence, using an RCT method, of the effectiveness of team coaching as a workplace intervention for enhancing individual perceptions of psychological safety and team cohesion.

The purpose of this study to identify the role of women in political agenda at Azad Jammu Kashmir. The political parties are always considered main gatekeepers to women’s political representation. Existing scholarship highlights the significance of centralized political institutions (parties) with structured set up for the effective representation of women at different levels. However, the functioning of these institutions is greatly influenced by the social and cultural context of a country in which they operate.

This paper mainly analyzes social and cultural practices and those informal ways that operate within the exited democratic government setup and creates serious obstacles for women’s effective political representation at the party level. For this purpose, a qualitative research methodology is used to get the full insight of the issue at hand. The authors conducted 25 in-depth interviews with women members of three different political parties.

The results revealed that both (social context and political structure) have a significant impact on women’s nature and level of participation in the political processes in Azad Jammu and Kashmir.

Prevailing social and political context of Pakistan does not support a truly democratic and centralized political system. Parties are weak entities with the less democratic organizational structure, which ultimately have a negative impact on women’s political representation.