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Article
Publication date: 3 July 2017

Sherry Ball, Michelle Montpetite, Christine Kowalski, Zach Gerdes, Glenn Graham, Susan Kirsh and Julie Lowery

The Veterans Healthcare Administration (VHA) has promoted Specialty Care Neighborhoods (SCN) to enhance the coordination of services between primary and specialty care…

Abstract

Purpose

The Veterans Healthcare Administration (VHA) has promoted Specialty Care Neighborhoods (SCN) to enhance the coordination of services between primary and specialty care. Care coordination agreements (CCAs) were included as a critical element in the SCN program. The purpose of this paper is to examine the role of these documents in the successful implementation of SCNs.

Design/methodology/approach

Content, quality, and perceived usefulness of CCAs from 19 SCN sites were evaluated. CCA content was defined as the presence or absence of eight key components: contact information, process for urgent consults, process for e-consults, content of consults, primary and specialty care responsibilities, expected response time, discharge criteria, and review criteria. CCA quality was based on a qualitative assessment of CCA content; and perceived usefulness was based on a qualitative assessment of interview responses from CCA users. CCA characteristics were compared to SCN implementation levels using descriptive statistics. SCN implementation level was defined and measured by VHA Specialty Care Services.

Findings

Participating sites with medium-high or high SCN implementation levels had CCAs with more key components and of higher quality than sites with medium-low to medium SCN implementation levels. Perceived usefulness of CCAs was not associated with implementation level.

Research limitations/implications

Since this study built on a quality improvement effort to facilitate care coordination, a rigorous research approach was not used. Specific CCA components could not be examined nor could specific hypotheses be tested due to the small and diverse sample. Findings presented are only preliminary.

Practical implications

The examination of CCAs suggests that these documents may be helpful to improve communication among primary and specialty care providers by explicitly stating agreed upon processes, mechanisms and criteria for referrals, roles and responsibilities for the co-management of patients, and timelines for review of CCAs.

Originality/value

This small study suggests that high-quality CCAs, which include a number of key components, can facilitate the implementation of coordinated care. Key characteristics of CCAs are identified in this study, including measures of CCA content, quality, and usefulness, which can be used in future efforts to develop and evaluate efforts to improve care coordination.

Details

Journal of Integrated Care, vol. 25 no. 3
Type: Research Article
ISSN: 1476-9018

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Book part
Publication date: 14 October 2019

Stanislav Ivanov and Craig Webster

Purpose: The purpose of this chapter is to elaborate on the major conceptual and practical considerations of the use of robots, artificial intelligence and service…

Abstract

Purpose: The purpose of this chapter is to elaborate on the major conceptual and practical considerations of the use of robots, artificial intelligence and service automation (RAISA) in travel, tourism, and hospitality companies (TTH).

Design/methodology/approach: The chapter develops a conceptual framework of the major issues related to the use of RAISA in the travel, tourism and hospitality context.

Findings: The findings indicate that while there is a creeping incursion of RAISA into TTH, there are major concerns that the TTH industry has to consider in regard to automating TTH services.

Practical implications: In a practical sense, the chapter identifies the decisions that TTH industry professionals need to take when dealing with RAISA technologies. Furthermore, the chapter elaborates on the impacts RAISA have on business operations, marketing management, human resources and financial management of TTH companies. The TTH industry has to adjust its practices and communicate with its workforce in ways as not to increase Luddite tendencies and resistance among employees.

Social implications: The analysis shows that there is an upcoming era in which automation of services will be so advanced that wealthy countries may not need to import labour to make up with its own aging workforce, suggesting that RAISA and its further development has the potential for disrupting society and international relations.

Originality/value: This chapter provides a comprehensive review of the issues related to the use of RAISA in the TTH industry, including the drivers of RAISA adoption in tourism, advantages and disadvantages of RAISA technologies compared to human employees, decisions that managers need to take, and the impacts of RAISA on business processes. It shows how macroenvironmental pressures shape the microeconomic decisions to use RAISA in a TTH context.

Details

Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality
Type: Book
ISBN: 978-1-78756-688-0

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Book part
Publication date: 8 November 2019

Abstract

Details

Delivering Tourism Intelligence
Type: Book
ISBN: 978-1-78769-810-9

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Article
Publication date: 8 July 2014

Rob Law, Dimitrios Buhalis and Cihan Cobanoglu

The purpose of this paper is to establish the progress of information and communication technology (ICT) based on a review of papers published in tourism and hospitality…

Abstract

Purpose

The purpose of this paper is to establish the progress of information and communication technology (ICT) based on a review of papers published in tourism and hospitality journals between 2009 and 2013.

Design/methodology/approach

Based on three major databases, 107 journal papers were retrieved and reviewed. The papers were grouped into two major categories, consumer and supplier, which generally comprise the key players in the industries.

Findings

A content analysis showed that hospitality and tourism industries use ICT in different functional units and for different applications. This, in turn, indicates their wide adoption in the industry. Industrial implications are discussed.

Practical implications

On the basis of the content analysis, industry practitioners can learn about up-to-date practices and decide how to take advantage of recent technological developments.

Originality/value

A major contribution of this paper is the comprehensive review of recently published papers in tourism and hospitality journals from the perspectives of consumer and supplier.

Details

International Journal of Contemporary Hospitality Management, vol. 26 no. 5
Type: Research Article
ISSN: 0959-6119

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Book part
Publication date: 8 November 2019

Cindy Yoonjoung Heo, Bona Kim and Laetitia Drapé-Frisch

Organizations often view current market situations from the customers’ viewpoints. To do so, they face an incredibly vast volume and variety of data. Data visualization…

Abstract

Organizations often view current market situations from the customers’ viewpoints. To do so, they face an incredibly vast volume and variety of data. Data visualization makes huge amounts more accessible and understandable and helps to communicate complex information more accurately and effectively. This chapter discusses how to utilize user-generated data in the tourism industry to enhance the customer experience through data visualization tools. Five analysis tools are used to identify the factors that contribute to hotel guests’ dissatisfaction in five top city destinations. Identifying and eliminating dissatisfaction is the first step in enhancing the quality of the experience and in fostering loyalty in the long run.

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Article
Publication date: 16 July 2019

Liang Zhu, Mingming Cheng and IpKin Anthony Wong

This study aims to identify the key determinants of Airbnb rating scores.

Abstract

Purpose

This study aims to identify the key determinants of Airbnb rating scores.

Design/methodology/approach

This study is based on a sample of 127,257 listings across 43 cities. A total of 24 explanatory variables were identified, and they were further grouped into host verification information, communication, policy of renting, space, information about environment, price and experience of hosting. Both Tobit and ordered logit models were used to perform the analysis.

Findings

The results indicate that good communication, large space and provision of information about the listings’ environment have a positive effect on users’ satisfaction, whereas experience of hosting negatively influences users’ satisfaction.

Originality/value

This study contributes to the peer-to-peer accommodation literature by affording a more complete understanding about guest satisfaction and its determinants.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 9
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 9 April 2019

Karen L. Xie, Linchi Kwok and Jiang Wu

The purpose of this study is to examine the effects of host attributes and travelers’ frequency of past stays and their interaction on the likelihood of repeat purchase of…

Abstract

Purpose

The purpose of this study is to examine the effects of host attributes and travelers’ frequency of past stays and their interaction on the likelihood of repeat purchase of home-sharing services at both the host and listing levels.

Design/methodology/approach

A combination of econometrics analyses using a large-scale, granular online observational data set collected from a home-sharing platform was performed.

Findings

Travelers exhibit salient loyalty to home-sharing services. At the host level, host attributes including acceptance rate and listing capacity positively affect travelers’ likelihood of repeat purchase; such effects diminish as travelers’ frequency of past stays with a host/listing increases. At the listing level, confirmation efficiency and acceptance rate are critical, and travelers’ frequency of past stays matters.

Research limitations/implications

Responding to the call for more research on customer loyalty of sharing economy, this study instantiated on a home-sharing website in China and adds a unique perspective to the research domain, but its findings may not be generalized in other settings.

Practical implications

This study identifies the factors affecting customers’ repeat purchase behaviors at both the host and listing levels, allowing the hosts, webmasters of home-sharing websites and even hoteliers to advance specific tactics to promote repeat purchase among travelers.

Originality/value

Loyalty was measured with real-time internet-enabled observational data about travelers’ actual repeat purchase behavior on a home-sharing website, rather than assessing consumers’ behavioral intentions through the conventional survey method. Two specific levels of customer loyalty were analyzed, including the ones towards a service provider (host) and a service product (listing).

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 3
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 31 December 2020

Chuhan (Renee) Thomsen and Miyoung Jeong

This study aims to provide an in-depth understanding of the complex nature of Airbnb user experience by analyzing the pattern and sentiment of online reviews and assessing…

Abstract

Purpose

This study aims to provide an in-depth understanding of the complex nature of Airbnb user experience by analyzing the pattern and sentiment of online reviews and assessing the relationships among review scores.

Design/methodology/approach

Big data analysis is conducted using Airbnb users’ online reviews of 16 US cities; correlation is run on review scores.

Findings

The key themes of Airbnb users’ online reviews are “clean,” “location,” “stay,” “home,” “place,” “host,” “neighborhood” and “recommend” and users have positive Airbnb experiences in general. The score of “cleanliness” significantly affects the “overall review” score.

Research limitations/implications

This study is exploratory in nature; mixed methods should be used in the future to measure the relationship between user experience and extracted themes. As the context is in the USA in the current study, comparisons of review patterns across different countries and regions are necessary for later studies. Furthermore, future studies should consider Airbnb users’ demographics, personality and lodging preferences.

Practical implications

It is important for Airbnb hosts to maintain a clean and accessible property. Both Airbnb hosts and hoteliers should enhance the attributes that generate positive customer reviews. Each city should develop different strategies based on the performance of “cleanliness” and “overall review.”

Originality/value

This study supplements the existing literature in Airbnb user experience by analyzing online reviews in 16 US cities via Leximancer 4.0.

分析Airbnb网络评论:论美国16城市的用户体验

研究目的

本论文旨在深入了解Airbnb用户体验的复杂属性, 通过分析网络评论以及网络评分之间的关系来找寻规律和判断用户情感偏差。

研究设计/方法/途径

本论文采用大数据方式, 样本为美国16个城市的Airbnb用户网络评论; 本论文还对网络评分做出相关性分析。

研究结果

研究结果表明, Airbnb用户网络评论的关键主题为“清洁性”、“地理位置”、“居住体验”、“家”、“地点”、“招待主人”、“邻里”、以及“推荐”和用户总体来说对Airbnb有着积极体验。“清洁度”分数对“整体评论”有显著影响。

研究理论限制/启示

本论文属于开拓性研究作品; 未来项目可以采用混合方法来衡量用户体验与主题的关系。本论文的研究背景是美国, 未来研究可以做不同国家和区域的评论模式对比分析。此外, 未来研究还应该考虑Airbnb用户的统计数据指标、个性、以及住宿设施偏好。

研究实际启示

对于Airbnb住宿提供者来说, 保持设施的清洁和可使用性是非常重要的。对于Airbnb住宿主人和酒店经营者来说, 加强服务属性来提高网络好评是非常重要的。每个城市都应该基于“清洁度”和“整体评论”来开发不同的战略。

研究原创性/价值

本论文补充了现有Airbnb用户体验的文献, 通过Leximancer 4.0 软件来分析美国16个城市的网络评论

Details

Journal of Hospitality and Tourism Technology, vol. 12 no. 1
Type: Research Article
ISSN: 1757-9880

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Article
Publication date: 13 May 2019

Stanislav Ivanov, Ulrike Gretzel, Katerina Berezina, Marianna Sigala and Craig Webster

This paper aims to provide a comprehensive review of research on robotics in travel, tourism and hospitality, and to identify research gaps and directions for future research.

Abstract

Purpose

This paper aims to provide a comprehensive review of research on robotics in travel, tourism and hospitality, and to identify research gaps and directions for future research.

Design/methodology/approach

This paper analyzes 131 publications published during 1993-2019, identified via Scopus, Web of Science, ResearchGate, Academia.edu and Google Scholar. It offers quantitative analysis of frequencies and cross-tables and qualitative thematic analysis of the publications within each of seven identified domains.

Findings

The paper identifies “Robot,” “Human,” “Robot manufacturer,” “Travel/tourism/hospitality company,” “Servicescape,” “External environment” and “Education, training and research” as the research domains. Most research studies are dedicated to robots in restaurants, airports, hotels and bars. Papers tend to apply engineering methods, but experiments and surveys grow in popularity. Asia-Pacific countries account for much of the empirical research.

Research limitations/implications

The analysis was limited to publications indexed in four databases and one search engine. Only publications in English were considered. Growing opportunities for those who are anxious to publish in the field are identified. Importantly, emerging research is branching out from the engineering of robots to the possibilities for human/robot interactions and their use for service providers, opening up new avenues of research for tourism and hospitality scholars.

Practical implications

The paper identified a myriad of application areas for robots across various tourism and hospitality sectors. Service providers must critically think about how robots affect the servicescape and how it needs to be adjusted or re-imagined to ensure that robots and employees can augment the service experiences (co-)created within it.

Originality/value

This is the first study to systematically analyze research publications on robotics in travel, tourism and hospitality.

研究目的

本论文全面评论了在旅游酒店业中的机器人技术的研究, 并指出文献缺口和未来研究方向。

研究设计/方法/途径

本论文分析了在1993年至2019年发布在Scopus、Web of Science、ResearchGate、Academia.edu、和Google Scholar的131篇文献。本论文对文献做了一系列定量分析, 包括频率分析、交叉表、定性文本分析、在七大确立的领域中对每个领域的文献进行分析。

研究结果

本论文确立了七个研究领域:机器人、人类、机器生产者、旅游酒店企业、Servicescape、外部环境、和教育培训和研究。大多数文献集中在对饭店、机场、酒店、和酒吧的机器人研究。文献往往采用工程手段进行研究, 但是实验和问卷方式正在呈增长趋势。亚太国家占据大多数实证研究作品。

研究理论限制/意义

本论文样本库局限于四个数据库和一个搜索引擎。只有英文文献被采样。本论文为对相关领域感兴趣的学者指出研究方向。重要的是, 本论文发现用工程角度研究机器人的文献有了分支, 有一小部分文献开始着手研究人/机器人交互和其在服务过程中的使用的研究, 这对旅游酒店学者提供新研究视角。

研究实践意义

本论文指出了一系列有关旅游酒店领域中机器人的应用。服务商必须重视机器人如何影响Servicescape以及如何审视机器人与人的交互, 确保其与员工加强消费者的服务体验(价值共创)。

研究原创性/价值

本论文是首篇系统评论旅游酒店领域中机器人研究文献的文章。

关键词:机器人、机器人经济、机器人设计、机器人使用、Servicescape、rService、人-机器人交互、研究议程

Details

Journal of Hospitality and Tourism Technology, vol. 10 no. 4
Type: Research Article
ISSN: 1757-9880

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Article
Publication date: 9 January 2017

Marios D. Sotiriadis

The purpose of this paper is twofold: to perform a synthesis of academic research published between 2009 and 2016 regarding the changes in tourism consumer behavior…

Abstract

Purpose

The purpose of this paper is twofold: to perform a synthesis of academic research published between 2009 and 2016 regarding the changes in tourism consumer behavior brought about by the use of social media (SM); and to suggest a set of strategies for tourism businesses to seize opportunities and deal with resulting challenges.

Design/methodology/approach

A volume of 146 peer-reviewed journal articles were retrieved from two major databases. Content analysis of this academic research has been performed, exploring the effects of online reviews on tourism consumers and providers.

Findings

The content analysis identified three main research themes that were investigated by scholars and classified into two major categories, namely, consumer perspective and provider perspective: the antecedents (factors motivating and influencing tourists); the influence of online reviews on consumer behaviour; and the impact of these reviews on tourism businesses (providers’ perspective).

Research limitations/implications

This study is based on a literature review and outcomes reported by previous studies; hence, the suggestions are indicative rather than conclusive. Some publication sources were not included.

Practical implications

This paper suggests a range of adequate strategies, along with operational actions, formulated for industry practitioners in the fields of management and marketing.

Originality/value

It provides an update of the state of published academic research into SM and an integrated set of management and marketing strategies for tourism providers in seizing the opportunities and dealing with the challenges raised in a digital context.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

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