How do full-service carriers and low-cost carriers passengers perceived service dimensions, passengers’ satisfaction, and loyalty differently? An empirical study

Purpose: In this study, group differences between full-service carriers (FSC) and low-cost carriers (LCC) in loyalty constructs are investigated, revealing the relationship between service quality and loyalty. This work focuses on five dimensions, including tangibility, empathy, assurance, responsiveness, and reliability, constitute service quality. Design/methodology/approach: 248 questionnaires were collected in the first half of 2019. The antecedents of customer loyalty are explored, and the group differences between FSC and LCC are analyzed. For assessing the path model with the consideration of group variance, the Partial Least Squares Multiple Group Analysis (PLS-MGA) was adopted to analyze the differences of the estimated inter-group coefficient. Findings: Our findings suggest that service assurance, service empathy, and service reliability positively impact the value perceived. The impact of service empathy on customer satisfaction in FSC is significantly diverse from LCC. Several suggestions are provided to FSC and LCC on improving their services in view of passengers’ wants and interests. Originality/value: With the data collected at the HKIA, this study examined the relationships among service quality, perceived value, customer satisfaction, and customer loyalty and divided service quality into five dimensions. The findings show that assurance, empathy, and reliability of service quality positively affect the value perceived, and the effects of responsiveness and tangibility of service quality on perceived value are insignificant. Among the five aspects of service quality, assurance, reliability, responsiveness, and tangibility of the service quality are the pre-conditions of customer satisfaction. However, only the reliability of service is the antecedent of customer loyalty. Besides, the value perceived positively affects customers to be satisfactory and loyal. Furthermore, satisfaction degree also significantly influences the degree of customers’ loyalty. As to the role of airline types, the sole effect is on customers' satisfaction is service empathy, with a significant difference between FSC and LCCPeer Reviewe

A visual approach to text corpora comparison

Email is an important part of our lives, almost everyone has at least one email account. It is not uncommon for an average professional email user to receive/send over a hundred emails a day. With all these personal and professional messages accumulated over time, email becomes our personal archive. In recently years, many interesting techniques are developed to improve email management, visualize mailbox content, explore historical events, and discover hidden knowledge from these electronic archives. In this paper, we propose an approach to visualize and compare email archives with Streamgraphs and Tag Clouds. Our preliminary results demonstrate the capability of this technique to compare any general text corpora with temporal information. © 2010 ACM

A cyber-physical robotic mobile fulfillment system in smart manufacturing: The simulation aspect

Incorporating mobile robots into the production shop-floor helps realize the concept of smart production, and it is considered one of the approaches to enhance manufacturing and operational efficiency and effectiveness by academics and industrial practitioners. This paper develops a cyber-physical robotic mobile fulfillment system (CPRMFS) for tool storage in smart manufacturing. The purpose is to enable Just-in-Time material transfer on the production shop-floor during manufacturing. A decentralized multi-robot path planning adopts graph neural networks (GNN) in the new proposed CPRMFS. We compare multiple classification algorithms for the mobile robots' action prediction, including proposing a spatial-temporal graph convolutional network (ST-GNN) under these circumstances. We also extend the research with the enhanced conflict-based search path planning algorithm. Compared with the existing literature, ST-GNN, under the enhanced conflict-based search, could obtain higher accuracy with an average value of 90% under different scenarios. The practical applicability of the proposed system with the further consideration of ST-GNN is further explained as a reference for manufacturing practitioners who looked out on a confrontation of introducing the mobile robot solutions in their manufacturing site with the goal of enhancing the operation processes

Design.Lives Lab: a case to introduce solution-focused design methodology for participatory design for social inclusion

The Design.Lives project is collaboration between the disciplines of design and sociology. This paper unfolds our latest attempt on the practice of design participation through educating young designers. We discuss a three-week Design.Lives Lab, a workshop for practicing our approach in a design education context. The design lab was inspired and informed by solution-focused approach and employed three tactics namely confrontational, empathy and the imagination of replacement so as to bring forth reflectivity on the role of designers and users. We finally found that these three tactics are significant in opening up the design community and sensitizing novice designers to the power of pre-reflexive being and dispositions. Our attempt has shown the significance and effectiveness of using solutionfocused approach as a design methodology