672 research outputs found

    The importance of digitalization of services in hotels in the function of improving customer satisfaction

    Get PDF
    Дигиталне иновације и развој нових хотелских услуга су важне стратешке одреднице одрживог развоја хотелијерске привреде, пошто су тржишта засићена и клијенти бирају услуге из целог света на основу свог искуства и задовољства током целог животног циклуса корисника. Ова студија истражује задовољство корисника квалитетом дигиталних услуга хотела у Србији, очекивањима корисника и њиховим демографским утицајем на свеукупно задовољство. У истраживању су коришћени: преглед постојеће литературе о задовољству корисника и дигитализацији у хотелијерству, као и емпиријска истраживања, анкетирање 1036 корисника о њиховом задовољству дигиталним услугама у 41 хотелу (категорије 4 и 5 звездица) у Србији од септембра 2021. до средине априла 2022 године. Такође је спроведено истраживање у хотелима о њиховим улагањима у дигитализацију, као и процењени степен дигитализације који су достигли. Регресиона анализа и Ликертова скала од 5 нивоа су коришћени за валоризацију 91 индикатора истраживања. Према главним налазима може се закључити да на задовољство корисника највише утиче квалитет и ниво дигиталних хотелских услуга у време боравка гостију у хотелу. Истовремено, значајан утицај на свеукупно задовољство имају и очекивања корисника и демографске карактеристике: старост, пол, социјални статус, занимање и ниво образовања. Према резултатима, око 30% хотела у Србији је у последње три године инвестирало у дигитализацију, а већина њих је у фази делимичног коришћења дигиталних технологија у свом пословању, у дигитализацији услуга и маркетингу односа са корисницима. Може се закључити да постоји статистички значај дигитализације хотела у Србији. Овај рад има намеру да допринесе теорији маркетинга и сатисфакције и развоју хотелијерста. Резултати се такође могу користити као смерница за менаџмент хотела као провајдера услуга за унапређење квалитета услуга, комуникације на друштвеним мрежама и у развоју савременог маркетинг концепта за хотеле.Digitalne inovacije i razvoj novih hotelskih usluga su važne strateške odrednice održivog razvoja hotelijerske privrede, pošto su tržišta zasićena i klijenti biraju usluge iz celog sveta na osnovu svog iskustva i zadovoljstva tokom celog životnog ciklusa korisnika. Ova studija istražuje zadovoljstvo korisnika kvalitetom digitalnih usluga hotela u Srbiji, očekivanjima korisnika i njihovim demografskim uticajem na sveukupno zadovoljstvo. U istraživanju su korišćeni: pregled postojeće literature o zadovoljstvu korisnika i digitalizaciji u hotelijerstvu, kao i empirijska istraživanja, anketiranje 1036 korisnika o njihovom zadovoljstvu digitalnim uslugama u 41 hotelu (kategorije 4 i 5 zvezdica) u Srbiji od septembra 2021. do sredine aprila 2022 godine. Takođe je sprovedeno istraživanje u hotelima o njihovim ulaganjima u digitalizaciju, kao i procenjeni stepen digitalizacije koji su dostigli. Regresiona analiza i Likertova skala od 5 nivoa su korišćeni za valorizaciju 91 indikatora istraživanja. Prema glavnim nalazima može se zaključiti da na zadovoljstvo korisnika najviše utiče kvalitet i nivo digitalnih hotelskih usluga u vreme boravka gostiju u hotelu. Istovremeno, značajan uticaj na sveukupno zadovoljstvo imaju i očekivanja korisnika i demografske karakteristike: starost, pol, socijalni status, zanimanje i nivo obrazovanja. Prema rezultatima, oko 30% hotela u Srbiji je u poslednje tri godine investiralo u digitalizaciju, a većina njih je u fazi delimičnog korišćenja digitalnih tehnologija u svom poslovanju, u digitalizaciji usluga i marketingu odnosa sa korisnicima. Može se zaključiti da postoji statistički značaj digitalizacije hotela u Srbiji. Ovaj rad ima nameru da doprinese teoriji marketinga i satisfakcije i razvoju hotelijersta. Rezultati se takođe mogu koristiti kao smernica za menadžment hotela kao provajdera usluga za unapređenje kvaliteta usluga, komunikacije na društvenim mrežama i u razvoju savremenog marketing koncepta za hotele.Digital Innovation and new hotel services’ development are important strategic features to pledge sustainable growth for the hospitality industry, as markets are saturated and clients choose services from all over the world based on their experience and satisfaction during the whole customer life circle. This study attempts to investigate customer satisfaction associated with Serbian hotel digital services quality, customer expectations, and customers’ demographic impact. Methods used in the research, are a review of existing literature studies on tourist satisfaction, and digitalization in the hospitality industry, and empirical research. A survey was conducted using a questionnaire, among a total number of 1036 guests on their satisfaction with the digital services of the Serbian hotels (41 hotels of 4 and 5th-star categories) from the September of 2021 to April 2022. At the same time, another survey was provided on hotels on their investments in digitaization, as well as the assessed level of digitalization stage they have reached. Regression analysis, and Likert 5 level scale were used to valorize the survey results of indication. This study uses 91 indicators for measurement. The findings of this study concluded that the most influential on customer satisfaction is the quality and the level of digitalized hotel services at the time of guests' stay in the hotel. At the same time, the significant impact on overall customer satisfaction make also customers' expectations and demographic characteristics: age, gender, social and occupation status, and education level. According to results around 30% of hotels in Serbia have made investments in digitalization in the last three years, and most of them are at the phase of partly usage of digital technologies in their business operations, services digitalization, and customer relationship marketing. It can be concluded that there is a statistical significance of the digitalization of hotels in Serbia. This paper attempts to contribute to the theories of marketing and satisfaction and Serbian hospitality development. The results also can be used as a guideline for hotel management as service providers to improve their service quality, social networking, and in the development of a contemporary marketing concept for hotel

    An information system for a multiplayer geolocation game

    Get PDF
    Mestrado de dupla diplomação com a National Polytechnic University of ArméniaA great deal of travel can educate tourists. As tourism becomes more accessible, many new technologies are being used to provide interesting, appealing, and efficient trips so that travelers can find what they want, avoid getting lost, and get the most out of their trip. Science, education, and culture all benefit from technological advancement. As many good ideas can now be turned into reality, interactive education has found a place in everyday life. Research and review of geolocation-based applications (such as hiking path providers) and guide applications were conducted to better understand the technologies and tools related to the topic. The best features were designed to solve the problem after summarizing the results of applications, their advantages and disadvantages. The purpose of this paper is to create a geolocation-based game that will allow travelers to explore nearby attractions, learn about local culture, and broaden their knowledge while traveling. To summarize, a dynamic platform that can be implemented in a variety of ways was created.Uma grande quantidade de viagens pode educar os turistas. À medida que o turismo se torna mais acessível, muitas novas tecnologias estão sendo usadas para fornecer viagens interessantes, atraentes e eficientes para que os viajantes possam encontrar o que desejam, evitar se perder e aproveitar ao máximo sua viagem. Ciência, educação e cultura se beneficiam do avanço tecnológico. No muitas boas ideias podem agora se tornar realidade, a educação interativa encontrou um lugar na vida cotidiana. Pesquisa e revisão de aplicativos baseados em geolocalização (como provedores de trilhas para caminhadas) e aplicativos de guia foram realizados para entender melhor as tecnologias e ferramentas relacionadas ao tema. As melhores funcionalidades foram projetadas para solucionar o problema após resumir os resultados das aplicações, suas vantagens e desvantagens. O objetivo deste artigo é criar um jogo baseado em geolocalização que permita aos viajantes explorar atrações próximas, aprender sobre a cultura local e ampliar seus conhecimentos durante a viagem. Para resumir, foi criada uma plataforma dinâmica que pode ser implementada de várias maneiras

    Chatbots for Modelling, Modelling of Chatbots

    Full text link
    Tesis Doctoral inédita leída en la Universidad Autónoma de Madrid, Escuela Politécnica Superior, Departamento de Ingeniería Informática. Fecha de Lectura: 28-03-202

    Complementors as Ecosystem Actors: A Systematic Review

    Get PDF

    Knowing better, doing better? International development NGOs, faith and wellbeing

    Get PDF
    Wellbeing, and particularly subjective wellbeing or happiness, has come to the fore in international development rhetoric since 2000. Making the promotion of human wellbeing the principal goal of public policy and using self-reported wellbeing as a key indicator of performance has proven hugely popular. It promises better information and practice; greater voice, agency and shifting power in aid projects, and space for secular and faith-based conceptions of human development that challenge dominant emphases on economic growth and metrics (“beyond GDP”). Together these offer better outcomes for those at the sharp end of interventions. Reviewing the UK international development NGO sector as a whole, and in a number of in-depth case studies it is clear that wellbeing has entered the rhetoric of development and that NGOs have embraced wellbeing as an aim. Some NGOs have gone further, seeking to articulate visions of human wellbeing and integrate these into their policy and practice. Some UK Christian-rooted NGOs have seen in the developing debate on wellbeing a vision of human development very similar to their own and an opportunity to advance their views of a person-centred, holistic, and social vision of human wellbeing, one situated in a long-term relationship with people and the planet. There is an emerging consensus that human wellbeing should be the aim of international development, and that wellbeing should be considered from both objective and subjective standpoints, as well as situating the individual within relationships, culture and moral frameworks, including faith. Wellbeing carries a heavy burden, with its promises of better information and practice, increasing voice and agency, shifting power, and in some cases aligning with alternative agendas to dominant development paradigms. The thesis combines an overview of the UK NGO sector with a number of in-depth case studies of organisations drawn from across the faith-based spectrum, and additional information on other organisations that have deliberately engaged with wellbeing, from faith-permeated to secular. It explores if the rhetoric of wellbeing is reflected in the practice. In doing so the research explores how secular and faith-based organisations engage with wellbeing, and how Christian-rooted organisations have used wellbeing both to distinguish Christian visions of development and build bridges with secular and other faith-based actors that share similar visions of human development and wellbeing. The use of a spectrum of religiosity rather than a binary view of faith-based versus secular organisations has illustrated differences between these Christian-rooted organisations and supports the argument that such binary distinctions have limited analytical use. These organisations have demonstrated that the promise of improved information can be achieved with investment, but that strengthening voice, agency and shifting power requires stronger political will and leadership. They highlight the temptations and pressures to adopt a top-down approach, to elaborate in detail universal frameworks, and failing to root these in the priorities the realities and priorities of the local contexts. In their efforts to explicitly include faith and religion the organisations have illustrated some of the challenges in doing so, and the need to explore again the issues of public and private spaces and what a positive vision of secularism can offer to the wellbeing of all. This research contributes to the literature on wellbeing and international development by exploring the role that religion and faith plays in conceptualizing and assessing wellbeing, and how Christian-rooted organisations are using concepts of wellbeing to explore and advance their notions of human development. It contributes to the discussion of distinctions between faith-based and secular organisations. It highlights two challenges of giving explicit expression to faith and religion in wellbeing frameworks – the risk of taking an overly normative approach, and of doing so in mixed-faith spaces and with communities that may have quite different conceptions of wellbeing. The challenge of using universal frameworks in ways that reflect and respect local priorities and understandings is central to how wellbeing is used in international development. In addition, the focus on faith and religion has highlighted the need for a more critical analysis of secularism and its potential in navigating these tensions. Wellbeing has entered the rhetoric of development, but practice is yet to fully realise the promises of wellbeing. This research explores that discrepancy, and suggests some avenues for further research, including the need to explore these issues in relation to non-Christian faith traditions

    Integration of heterogeneous data sources and automated reasoning in healthcare and domotic IoT systems

    Get PDF
    In recent years, IoT technology has radically transformed many crucial industrial and service sectors such as healthcare. The multi-facets heterogeneity of the devices and the collected information provides important opportunities to develop innovative systems and services. However, the ubiquitous presence of data silos and the poor semantic interoperability in the IoT landscape constitute a significant obstacle in the pursuit of this goal. Moreover, achieving actionable knowledge from the collected data requires IoT information sources to be analysed using appropriate artificial intelligence techniques such as automated reasoning. In this thesis work, Semantic Web technologies have been investigated as an approach to address both the data integration and reasoning aspect in modern IoT systems. In particular, the contributions presented in this thesis are the following: (1) the IoT Fitness Ontology, an OWL ontology that has been developed in order to overcome the issue of data silos and enable semantic interoperability in the IoT fitness domain; (2) a Linked Open Data web portal for collecting and sharing IoT health datasets with the research community; (3) a novel methodology for embedding knowledge in rule-defined IoT smart home scenarios; and (4) a knowledge-based IoT home automation system that supports a seamless integration of heterogeneous devices and data sources

    Ethnographically-informed distributed participatory design framework for sociotechnical change : co-designing a collaborative training tool to support real-time collaborative writing

    Get PDF
    Although Wikipedia’s immense success is partially due to its support of the asynchronous collaboration model, researchers argue that the bureaucratic rules and technical infrastructure enabling it feed into Wikipedia’s content bias. Attempts to introduce different collaboration models have so far failed, but the fact that they have occurred persistently over time suggests that at least part of the Wikipedia community favours incorporating features such as real-time collaborative editing. My research is founded on the argument that the advantageous aspects of the asynchronous model should be preserved, although the existing model needs to be complemented by real-time collaboration in settings such as Wikipedia training events. This thesis describes a Participatory Design process resulting in a prototype called WikiSync, a system that introduces real-time collaboration for the Wikipedia community using a responsible design approach that is respectful of Wikipedia’s rich social structure and history. Furthermore, my research has produced an adaptive methodology for co-designing sociotechnical solutions in a geographically distributed community. After an in-depth observation of online Wikipedia training and the existing community innovation processes, my participatory design sessions have helped create a mutual learning environment for co-designing WikiSync in tandem with the community, while addressing a wide range of their concerns about real-time collaboration. I also consulted the broader Wikipedia community using an online social ideation and voting tool to evaluate the desirability and applicability of the solution. Finally, the resulting ethnographically-informed distributed Participatory Design framework provides an innovation process for involving a diverse, widely distributed online community in co-designing sociotechnical solutions

    Challenges and perspectives of hate speech research

    Get PDF
    This book is the result of a conference that could not take place. It is a collection of 26 texts that address and discuss the latest developments in international hate speech research from a wide range of disciplinary perspectives. This includes case studies from Brazil, Lebanon, Poland, Nigeria, and India, theoretical introductions to the concepts of hate speech, dangerous speech, incivility, toxicity, extreme speech, and dark participation, as well as reflections on methodological challenges such as scraping, annotation, datafication, implicity, explainability, and machine learning. As such, it provides a much-needed forum for cross-national and cross-disciplinary conversations in what is currently a very vibrant field of research

    Computerspielforschung: Interdisziplinäre Einblicke in das digitale Spiel und seine kulturelle Bedeutung

    Get PDF
    Computerspiele sind ein wichtiger Bestandteil der digitalisierten Medienkultur der Gegenwart. Seit der Jahrtausendwende ist auch das wissenschaftliche Interesse an digitalen Spielen und ihrer lebensweltlichen Bedeutung gestiegen. Die Digital Game Studies sind interdisziplinär angelegt, und der vorliegende Sammelband vermittelt einen breiten Einblick in aktuelle Ansätze, Modelle, Methoden und Ergebnisse verschiedener beteiligter Fachdisziplinen. Spätestens seit den 1980er Jahren haben sich digitale Spiele in der Lebenswelt von Jugendlichen und jungen Erwachsenen ausgebreitet und so maßgeblich zur Verbreitung von Computertechnologie in privaten Haushalten beigetragen. Inzwischen werden digitale Spiele von Menschen fast aller Altersgruppen gespielt, sei es auf einem Smartphone, einer Spielkonsole, einem PC oder einem anderen Endgerät. In den Anfängen der Computerspielforschung standen häufig mögliche negative Wirkungen oder Begleiterscheinungen des digitalen Spielens im Fokus des Interesses. Seit der Jahrtausendwende hat sich die Forschung erheblich ausgeweitet, ausdifferenziert und auch konsolidiert. Die Digital Game Studies wenden sich z.B. den Spielen als kulturellen Artefakten, den Spielpraktiken als Alltagskulturen und den Spielenden als aktiv Handelnden im sozialen und gesellschaftlichen Kontext zu. Beteiligt an diesem Forschungsfeld sind u.a. Literatur-, Kultur- und Medienwissenschaft, Sozial-, Erziehungs- und Kommunikationswissenschaft, Design- und Kunstwissenschaft, Psychologie und Informatik etc. Der vorliegende Band vermittelt einen aktuellen und breit angelegten Einblick in das interdisziplinäre Feld der Digital Game Studies. Die Beiträge fokussieren im ersten Teil die Nutzung und die Nutzenden digitaler Spiele, und berücksichtigen dabei auch neuere technische Entwicklungen (wie VR-Games) und gesellschaftliche Rahmenbedingungen (Computerspiele in Corona-Zeiten). Im zweiten Teil stehen Fragen des Designs und der Analyse digitaler Spiele und ihrer Medialität im Mittelpunkt. Im dritten Teil schließlich werden soziale, gesellschaftliche und kulturelle Kontexte von Computerspielen untersucht. Das Ziel des Bandes ist zugleich, die spezifischen theoretischen und methodischen Ansätze der unterschiedlichen Fachdisziplinen zu illustrieren, mit denen sie sich den Spielen, den Spielenden und den Kontexten zuwenden
    corecore