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Article
Publication date: 26 August 2014

Hairen Wang, Minya Li, June Qu, Zhiyong Cao, Geng Chen and Yang Zhou

The purpose of this paper is to construct a self-assembled double layer of organosilane on the surface of stainless steel and to investigate its corrosion inhibitive capability…

Abstract

Purpose

The purpose of this paper is to construct a self-assembled double layer of organosilane on the surface of stainless steel and to investigate its corrosion inhibitive capability.

Design/methodology/approach

A monolayer of 3-glycidoxypropyltrimethoxysilane (GPTMS) was grafted onto an oxidized AISI 430SS (AISI 430 stainless steel) surface substrate from dry toluene solution. The hydrolysis of 1H,1H,2H,2H-perfluorodecyltriethoxysilane (PFDS) molecules was used to anchor a second organic layer from mixed water-ethanol solution. The adsorption behavior and corrosion inhibition properties of the monolayer and also the bilayer were investigated by potentiodynamic polarization, scanning electron microscope (SEM), Fourier transformed infrared spectroscopy (FTIR) and contact angle measurements.

Findings

The GPTMS/PFDS bilayer was successfully deposited onto the oxidized AISI 430SS surface. The optimal assembling time for the filming of the first GPTMS monolayer is 6 hours. Suitable values of pH and temperature of the PFDS self-assembly solution were pivotal to the successful deposition of the second layer. Compared to the GPTMS monolayer, the GPTMS/PFDS bilayer exhibited a significant enhancement of the corrosion inhibition performance of AISI 430SS in NaCl solution.

Research limitations/implications

The contact angle value measured on the bilayer-modified surface was somewhat lower than the reported value of a complete fluorinated surface. However, further optimization of the assembling condition is needed to obtain more orderly and denser films.

Originality/value

This paper provides useful information regarding the preparation of an organosilane bilayer on the surface of stainless steel and its corrosion inhibition properties in NaCl solution. It illustrates potential application prospects of GPTMS/PFDS bilayers for surface treatment of stainless steel.

Details

Anti-Corrosion Methods and Materials, vol. 61 no. 5
Type: Research Article
ISSN: 0003-5599

Keywords

Article
Publication date: 2 October 2023

Zhiyong Li, Mingmin Huo, Tingting Huo and Hemin Luo

This study aims to review the diversified existing literature on digital tourism from 2002 to 2023 using bibliometric analysis to present a holistic review of the current…

Abstract

Purpose

This study aims to review the diversified existing literature on digital tourism from 2002 to 2023 using bibliometric analysis to present a holistic review of the current scientific structure of digital tourism and sets the future research agenda.

Design/methodology/approach

A detailed search of 646 SSCI articles collected from the Web of Science Core Collection (WOSCC) database was analysed through CiteSpace.

Findings

The findings indicate that developed countries are at the core of the co-authorship network, although developing countries represented by China increasingly contribute valued research findings. The conceptual structure of digital tourism mainly evolves from exploration (2002–2006), and acceleration (2007–2014), to diversification (2015-2023), with the most recent focus on consumer-oriented value creation and potential technological risks. Three well-established thematic groups have been identified, namely, technological innovation and application, destination digital management and consumer value creation. Constructive insights for future research are also offered, including digital scenarios, digital production and digital governance.

Practical implications

The research helps scholars and practitioners grasp the current issues and needs of digital tourism and provides a guide for policymakers in the tourism industry who seek to intelligently improve tourism performance.

Originality/value

This study thoroughly evaluates 22 years of digital tourism literature through bibliometric analysis. It creates a framework for understanding how digital tourism is theorised and developed and indicates future research directions.

目的

本篇论文旨在使用文献计量法梳理2002–2023年间的数字旅游研究, 提出整体知识架构和未来研究议程。

设计/方法/途径

本篇论文运用CiteSpace对从Web of Science Core Collection (WOSCC)数据库中检索得到的646篇SSCI文献进行分析。

发现

1)发达国家处于作者合作网络的核心位置, 而以中国为代表的发展中国家持续产出有影响力的研究成果; (2)数字旅游的概念结构演化经历三个阶段:探索期(2002–2006年)、加速期(2007–2014年)以及多样化(2015–2023年), 其中新兴研究热点为顾客导向的价值创造和潜在技术风险; (3)数字旅游研究主题分为三个类型, 即技术创新和应用、目的地数字化管理和顾客价值创造; (4)未来研究方向包括数字情境、数字生产和数字监管。

实践意义

本篇论文有助于学界和业界人士掌握数字旅游产业的现状和需要, 并为政策制定者提供数智化提升旅游业绩效的参考。

独创性

本篇论文通过文献计量法系统回顾了22年间的数字旅游文献, 并进一步提出包含数字旅游演化和未来研究前沿的理论框架。

Finalidad

Este estudio tiene como objetivo revisar la diversa literatura existente sobre turismo digital desde 2002 hasta 2023 utilizando un método de análisis bibliométrico para revisar de manera integral la estructura científica actual del turismo digital y desarrollar una agenda de investigación futura.

Diseño/metodología/enfoque

A partir de una búsqueda detallada de 646 artículos del SSCI recogidos en la colección principal de Web of Science (WOSCC), se analizó la base de datos mediante CiteSpace.

Resultados

Los resultados muestran que los países desarrollados constituyen el núcleo de la red de coautoría, mientras que los países en desarrollo representados por China también contribuyen cada vez más con valiosos resultados de investigación. La estructura conceptual del turismo digital evoluciona principalmente desde la exploración (2002–2006), y la aceleración (2007–2014), hasta la diversificación (2015–2023), centrándose más recientemente en la creación de valor orientada al consumidor y en los posibles riesgos tecnológicos. Se han identificado tres grupos temáticos bien establecidos, a saber, innovación y aplicación tecnológicas, gestión digital de destinos y creación de valor para el consumidor. También se ofrecen ideas constructivas para futuras investigaciones, como los escenarios digitales, la producción y la gobernanza digitales.

Limitaciones/implicaciones practices

La investigación ayuda a estudiosos y profesionales a comprender los problemas y necesidades actuales del turismo digital y proporciona una guía para los responsables políticos del sector turístico que pretenden mejorar de forma inteligente los resultados del turismo.

Originalidad/valor

Este estudio evalúa exhaustivamente 22 años de literatura sobre turismo digital mediante un análisis bibliométrico. Crea un marco para comprender cómo se teoriza y desarrolla el turismo digital e indica futuras direcciones de investigación.

Article
Publication date: 5 January 2015

Yawei Wang, Hao Gao, Zhuyong Li, Yang Ping, Zhijian Jin and Zhiyong Hong

– The purpose of this paper is to analyse and improve the temperature uniformity of aluminium billets heated by superconducting DC induction heaters.

Abstract

Purpose

The purpose of this paper is to analyse and improve the temperature uniformity of aluminium billets heated by superconducting DC induction heaters.

Design/methodology/approach

A 3D electromagnetic model coupled with a heat transfer model is developed to calculate the heating process of the billets which are rotated in uniform transverse DC magnetic field. A laboratory-scale DC induction heater prototype has been built to validate the model. The results from simulation and measurement have a good agreement. The model is used to investigate the factors affecting the temperature uniformity of aluminium billets.

Findings

The results from simulation show that lower rotation speeds always mean better temperature uniformity along the radial direction, due to the increase in power penetration. However, the situation is very different for the temperature distribution along the axial direction. When the rotation speed is low, the temperature at the ends is lower than other parts. The situation reverses as the rotation speeds increase. This phenomenon is referred to as the “ending effect” in this paper.

Research limitations/implications

Because of the ending effect, a lower rotation speed does not always result in better overall temperature uniformity, especially for billets of smaller sizes.

Practical implications

There is an optimal rotation speed that yields the best overall temperature uniformity. Lower rotation speeds are not always preferred. The results and numerical model developed are very useful in the design of a superconducting DC induction heater.

Originality/value

The temperature uniformity of aluminium billets heated by DC induction heaters is investigated and optimized.

Details

COMPEL: The International Journal for Computation and Mathematics in Electrical and Electronic Engineering, vol. 34 no. 1
Type: Research Article
ISSN: 0332-1649

Keywords

Article
Publication date: 24 November 2021

Xinyi Liu, Ying Zeng, Juan He and Zhiyong Li

The purpose of this study is to present a holistic review of journal articles on value cocreation in the tourism and hospitality field. By distinguishing similarities and…

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Abstract

Purpose

The purpose of this study is to present a holistic review of journal articles on value cocreation in the tourism and hospitality field. By distinguishing similarities and differences in the contexts of China and other regions, the authors identify targeted research directions.

Design/methodology/approach

This study collected 438 English articles and 31 Chinese articles on value cocreation in tourism and hospitality published in the Web of Science, Scopus and China National Knowledge Infrastructure online databases. After analyzing the study location of all articles in the sample, the authors identified 79 English-language articles that adopted China as the context of the study. The first data set included non-China-focused publications and the second data set included China-focused publications. A comparative bibliometric methodology was conducted.

Findings

The results indicate similarities and differences between the two data sets in terms of research methods, topics and future research directions. Seven major concepts were identified in the first data set: hospitality value cocreation; the value generation process; key stakeholders; outcome variables; the application of service-dominant logic; peer-to-peer accommodation and destination management. Four research focuses were identified in the second data set: the application of customer-dominant logic; the value generation process; resource integration and the cocreation experience.

Research limitations/implications

This research contributes to the understanding of tourism and hospitality cocreation systems through literature analysis and encourages future research on the nexus of the Chinese and global contexts. This systematic investigation extends the concept of value cocreation by integrating its implementation process and value categories and further evaluates the consequences and benefits of value cocreation, which helps clarify how winners and losers can adjust their strategies accordingly.

Originality/value

The originality of this paper lies in the adopted comparative bibliometric analysis which comprehensively reviewed and compared the characteristics of value cocreation research across two contexts. In addition, the study dialectically assesses Chinese tourism cocreation phenomena and their impacts from a global perspective.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 9 May 2022

Qi Xiong, Yalan Zheng, Ruitong Gu, Jun Wen and Zhiyong Li

This qualitative study explores how Chinese senior outbound tourists perceive support from their adult children and what kinds of support they desire.

Abstract

Purpose

This qualitative study explores how Chinese senior outbound tourists perceive support from their adult children and what kinds of support they desire.

Design/methodology/approach

Qualitative data were collected from semi-structured interviews with 26 participants. Transcribed interviews were analysed via thematic analysis.

Findings

This study captured the contradictory feelings of different types of Chinese senior outbound tourists (i.e. independent, neutral, and dependent) according to the degree of desire for support from their adult children. The results further identified the real desires among Chinese senior outbound tourists for children's attitudinal support, caring support, appropriate financial support, companionship, and timing support.

Research limitations/implications

Since this qualitative research is based on small samples with typical social and cultural characteristics, our research results only describe an existence. Our findings provide insight into the existence of the phenomenon, rather than allowing the results to be generalized to the wider population (Gram et al., 2019).

Practical implications

The tourism industry could develop products to alleviate such feelings. Integrating the concept of filial piety into adult children's support for their parents' overseas travel can not only meet parents' expectations but also relieve parents' ambivalence. Destination operators and travel agencies could thus design mixed products targeting Chinese elderly parents and their adult children by providing activities for both generations. Purchasing behaviour represents a type of emotional and instrumental support for the elderly. Destination operators and travel agencies can also launch products suitable for in-depth outbound travel that cater to adult children's leisure travel while meeting the elderly's travel needs.

Originality/value

This study also extends both intergenerational support theory and intergenerational ambivalence theory regarding Chinese senior outbound tourists.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 35 no. 3
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 6 June 2023

Wei Sheng, Zhiyong Niu and Xiaoyan Zhou

The purpose of this paper is to explore the determinants of entrepreneurs’ subjective social status perception (SSP) on firm international behaviors based on the upper echelons…

Abstract

Purpose

The purpose of this paper is to explore the determinants of entrepreneurs’ subjective social status perception (SSP) on firm international behaviors based on the upper echelons theory and social class theory.

Design/methodology/approach

To test the hypotheses, the authors studied a large sample of 10,823 small- and medium-sized private Chinese enterprises from 2006 to 2014.

Findings

The results showed that entrepreneurs with higher status perception prefer international activity and firms have higher export intensity and intention. In addition, the social capital of entrepreneurs and institutional environment amplifies the positive relationship between SSP and international behavior.

Originality/value

This paper contributes to research on the upper echelon of management and extends our understanding of how managerial social characteristics influence international strategic decision-making. Besides, it also contributes to the emerging stream of social status research in international expansion studies and expand researchers’ limited understanding of the effects of social status in business settings.

Details

Chinese Management Studies, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1750-614X

Keywords

Article
Publication date: 7 October 2021

Xinyi Liu, Jun Wen, Metin Kozak, Yangyang Jiang and Zhiyong Li

COVID-19 is currently the most serious crisis facing the world, and scholars in the medical and social sciences are working to save lives and mitigate the societal effects of the…

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Abstract

Purpose

COVID-19 is currently the most serious crisis facing the world, and scholars in the medical and social sciences are working to save lives and mitigate the societal effects of the pandemic. This global public health emergency requires interdisciplinary work to provide comprehensive insight into a rapidly changing situation. However, attempts to integrate the medical and social sciences have met several barriers. This paper aims to identify feasible research opportunities for interdisciplinary studies across tourism and public health regarding COVID-19.

Design/methodology/approach

This paper presents a critical review of the literature and generates corresponding conceptual and theoretical frameworks to provide an in-depth discussion.

Findings

Tourism-related issues of destination management policies and capital are addressed from an interdisciplinary perspective. The conclusions encourage interdisciplinary research into global health problems, which will promote tourism’s renaissance and sustainable development while enhancing social welfare.

Practical implications

This study focuses on integrating tourism and public health to offer stakeholders recommendations regarding destination management and tourism industry recovery amid COVID-19.

Originality/value

This paper represents a frontier study, critically uncovering a host of innovative interdisciplinary research directions and tourism-focused collaboration opportunities related to COVID-19.

新冠疫情危机下的跨学科实践谈判:旅游研究的机遇和挑战

研究目的

新冠疫情是当今世界面对的最严重的危机, 医学和社会科学领域的学者们在共同努力, 拯救生命, 减轻疫情的社会影响。基于快速变化的形势, 这项全球突发的公共卫生事件亟需跨学科工作来进行全面的调查, 但目前医学和社会科学的融合存在一些阻碍因素。为了应对新冠疫情的爆发, 本文旨在探讨旅游与公共卫生跨学科合作的可行性和研究机会, 并总结潜在的研究主题和未来的研究议程。

研究设计/方法

本研究对文献进行了批判性的回顾, 并生成了相应的概念和理论框架, 以提供一个全面的, 深入的主题讨论。

研究结果

研究结果从跨学科的角度讨论了旅游产业中的目的地管理、政策和资本问题。我们的结论鼓励对全球健康问题进行跨学科研究, 这将促进旅游业的复兴和可持续发展, 同时提高社会福利。

研究局限/启示

目前的研究重点是旅游研究和公共卫生的融合, 为利益攸关方提供关于在危机中目的地管理和旅游业复苏的建议。

原创性/价值

本文是一项前沿研究, 批判性地、全面地确定了一系列与新冠疫情相关的旅游领域的跨学科研究方向和合作机会。

关键词:医学, 社会科学, 公共健康, 旅游管理, 跨学科研究, 新冠肺炎

文章类型: 研究型论文

Diseño/metodología/enfoque (límite 100 palabras)

Este trabajo presenta una revisión crítica de la literatura y genera los correspondientes marcos conceptuales y teóricos para proporcionar una discusión en profundidad.

Objetivo (límite 100 palabras)

El COVID-19 es actualmente la crisis más grave a la que se enfrenta el mundo, y los especialistas en ciencias médicas y sociales están trabajando para salvar vidas y mitigar los efectos sociales de la pandemia. Esta emergencia de salud pública mundial requiere un trabajo interdisciplinario para proporcionar una visión completa de una situación que cambia rápidamente. Sin embargo, los intentos de integrar las ciencias médicas y sociales han encontrado varios obstáculos. El objetivo de este artículo es identificar las oportunidades de investigación viables para los estudios interdisciplinares entre el turismo y la salud pública en relación con la COVID-19.

Conclusiones (límite 100 palabras)

Las cuestiones relacionadas con el turismo en materia de gestión de destinos, políticas y capital se abordan desde una perspectiva interdisciplinar. Nuestras conclusiones alientan la investigación interdisciplinaria de los problemas de salud global, lo que promoverá el renacimiento del turismo y el desarrollo sostenible, al tiempo que aumentará el bienestar social.

Implicaciones prácticas (límite 100 palabras)

Este estudio se centra en la integración del turismo y la salud pública para ofrecer a las partes interesadas recomendaciones relativas a la gestión de los destinos y la recuperación de la industria turística en medio de COVID-19.

Originalidad/valor (límite 100 palabras)

Este trabajo representa un estudio de frontera, que descubre de forma crítica una serie de direcciones innovadoras de investigación interdisciplinaria y oportunidades de colaboración centradas en el turismo en relación con COVID-19.

Palabras clave

Palabras clave Ciencias médicas, ciencias sociales, salud pública, gestión del turismo, investigación interdisciplinaria, COVID-19

Tipo de artículo

Investigación

Details

Tourism Review, vol. 77 no. 2
Type: Research Article
ISSN: 1660-5373

Keywords

Article
Publication date: 11 March 2014

Guojun Liu, Zhiyong Qu, Xiaochu Liu and Junwei Han

Sinusoidal signals are often used as the inputs of the six degree of freedom (DOF) motion simulator platforms. The purpose of this paper is to propose a fuzzy incremental…

Abstract

Purpose

Sinusoidal signals are often used as the inputs of the six degree of freedom (DOF) motion simulator platforms. The purpose of this paper is to propose a fuzzy incremental controller (FIC) to improve sinusoidal signal tracking performances of an electrohydraulic Gough-Stewart platform (GSP).

Design/methodology/approach

An FIC is proposed to control an electrohydraulic GSP without any model parameters. The FIC output can be self-organized by only using the hydraulic actuator position information. The control rules are determined by a systematic deterministic method.

Findings

Experimental results show that the proposed FIC is valid and can achieve better tracking performances compared with classical PID controller and a decoupling controller (a model-based controller).

Originality/value

An FIC using a systematic deterministic rule-base determination method is proposed to improve sinusoidal signal tracking performances of electrohydraulic GSP.

Details

Industrial Robot: An International Journal, vol. 41 no. 2
Type: Research Article
ISSN: 0143-991X

Keywords

Article
Publication date: 17 April 2023

Xiangou Zhang, Yuexing Wang, Xiangyu Sun, Zejia Deng, Yingdong Pu, Ping Zhang, Zhiyong Huang and Quanfeng Zhou

Au stud bump bonding technology is an effective means to realize heterogeneous integration of commercial chips in the 2.5D electronic packaging. The purpose of this paper is to…

Abstract

Purpose

Au stud bump bonding technology is an effective means to realize heterogeneous integration of commercial chips in the 2.5D electronic packaging. The purpose of this paper is to study the long-term reliability of the Au stud bump treated by four different high temperature storage times (200°C for 0, 100, 200 and 300 h).

Design/methodology/approach

The bonding strength and the fracture behavior are investigated by chip shear test. The experiment is further studied by microstructural characterization approaches such as scanning electron microscope, energy dispersive spectrometer and so on.

Findings

It is recognized that there were mainly three typical fracture models during the chip shear test among all the Au stud bump samples treated by high temperature storage. For solder bump before aging, the fracture occurred at the interface between the Cu pad and the Au stud bump. As the aging time increased, the fracture mainly occurred inside the Au stud bump at 200°C for 100 and 200 h. When aging time increased to 300 h, it is found that the fracture transferred to the interface between the Au stud bump and the Al Pad.

Originality/value

In addition, the bonding strength also changed with the high temperature storage time increasing. The bonding strength does not change linearly with the high temperature storage time increasing but decreases first and then increases. The investigation shows that the formation of the intermetallic compounds because of the reaction between the Au and Al atoms plays a key role on the bonding strength and fracture behavior variation.

Details

Microelectronics International, vol. 41 no. 2
Type: Research Article
ISSN: 1356-5362

Keywords

Article
Publication date: 17 June 2021

Xinyi Liu, Xiao Fu, Chang Hua and Zhiyong Li

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…

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Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Originality/value

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

研究目的

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。

设计/方法/方法

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

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。

原创性/价值

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

Diseño/metodología/enfoque

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.

Objetivo

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.

Conclusiones

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.

Originalidad/valor

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.

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