An Exploratory Research to Formulate the Web-Customer Satisfaction in terms of Digital Business Model

Internet has provided a freeway to organizations from traditional business model to e-commerce to market, advertize, and commerce around the globe. The increasing Internet penetration rates have transformed the e-commerce business model to digital business model, also called eBusiness. It is found that web-customers and their behavioral patterns often differ from customers with traditional purchasing behavior. In the present Internet generation, organizations may need to go beyond website performance in order to build their overall customer satisfaction. In the hospitality and tourism industry, organizations need to create value and build relationships with its customers that go beyond e-commerce. Considering the recent developments in this digital business model, the objective of this study is to conduct an exploratory research that depicts the variables that may have significant influence on the web-customer satisfaction. This study aims to conduct an exploratory research through literature search for formulating the model for web-customer satisfaction

Using Survival Modeling for Turn-Time Predictions in Foodservice Settings

Within the competitive foodservice industry, the ability to accurately predict the length of the meal process known as turn-time is critical to the success of the firms in the industry. This is traditionally done through multiple least squares (linear regression) technique. However, linear regression lack the characteristics needed to accurately predict time durations, while survival models were designed for that purpose. This study utilized simulated data of a dine-in restaurant to test and compare the ability of linear regression to five survival models (proportional hazard models) to accurately predict the duration of turn-time. The results from the simulated trials show that while some of the survival models held marginal improvements, linear regression performed adequately for predicting duration of turn-time as compared to the survival models. For practitioners interested in the practical ease of the models, linear regression is recommended while practitioners interested in incremental improvements may opt for survival models

Competency-Based Training in Aviation: The Impact on Flight Attendant Performance and Passenger Satisfaction

According to the United Nations World Tourism Organization (UNWTO, 2017), over one billion tourists traveled the globe in 2016. In spite of this increase of travelers, airlines are faced with declining levels of customer service and quality of customer experience (American Customer Satisfaction Index [ACSI], 2012). Frontline service employees, like flight attendants, create a critical impression of the service which affects customer perceptions and satisfaction. Nevertheless, many unknowns exist about what creates such impression and how it can be improved. In particular, no study has investigated the effects of Competency-Based Training (CBT) on flight attendants’ performance and consequently passengers’ satisfaction. The goal of this research was to examine the effect of CBT on flight attendants’ performance and consequently passengers’ satisfaction. A group of 109 flight attendants was trained in four competences: managing stress, dealing with conflict situations, displaying human relations skills, and delivering quality customer service. Pre-and post-training measures of flight attendants’ performance and customer satisfaction were taken. Random sampling was employed to administer questionnaires to passengers traveling between the Caribbean and North America. Bivariate analysis revealed that there was a positive association between flight attendant performance and customer satisfaction. However, flight attendant performance was not positively associated with CBT. Further analysis revealed that customer satisfaction is associated with CBT. Consequently, theoretical and practical implications were developed

Virtual Reality images as a tool in hotel promotions: is it effective and worth investment?

This report examines how traditional photos compare to two different types of virtual reality (VR) images (static and 360°) when used as promotional tools for hotels. An experimental study by Slevitch et al.(2022), which utilized multiple types of measures, served as the foundation for the recommendations. The results showed that static VR images performed the same way as traditional photos, however the 360° VR images had a more positive impact on participants’ emotional responses and were more engaging than other images. This suggests that 360° VR images are better for hotel promotions, especially when initial impressions, such as interest and excitement are the main concern. The results also showed that using physiological measurements (i.e. fNIR, skin conductivity, and eye tracking devices) can give a more accurate picture of how people feel about something than just asking them in a survey

What does authenticity and neolocalism mean to craft brewery visitors? Insights from the Midwest and the Great Plains

The global rise in craft beer produced by small and independent brewers has precipitated the development of craft beer tourism. Two concepts, neolocalism and authenticity, have emerged as critical for understanding the craft beer experience. However, established research on these topics, particularly from the consumer perspective, are still quite limited. To fulfill this gap, this study conducted 46 semi-structured in-depth interviews and observations in breweries located in the Midwest and Great Plains regions to explore the meaning of authenticity and neolocalism to craft brewery visitors. Analysis resulted in nine major themes, including 1) beer itself, 2) beer production, 3) brewery accessibility, 4) brewery design, 5) vibes of brewery, 6) brewery services, 7) brewery place identity, 8) community engagement, and 9) local ownership. These findings enhance our conceptual understanding of neolocalism and authenticity from the craft beer visitors\u27 perspective. Potential implications and an agenda for future research are discussed

The effects of restaurant attributes on satisfaction and return patronage intentions: Evidence from solo diners’ experiences in the United States

Purpose-This study examines the interrelationship among restaurant attributes (including food, service, and physical environment), satisfaction and return patronage intentions with a focus on solo diners’ experiences. Design/methodology/approach- A web-based survey was conducted to collect data from solo diners who resided in the United States. Findings- The findings showed that perceived quality of food, service, and physical environment were positively related to solo diners’ satisfaction. Satisfaction mediated the relationships between three service quality components and return patronage intentions. Additionally, perceived food quality had a direct positive effect on return patronage intentions of solo diners. Research limitations/implications- The data were collected from a convenience sample of solo diners in the United States; thus, the generalizability of the results is limited. Effects of only three factors were examined in terms of impact on satisfaction and patronage intentions. Other factors may be included in the future studies. Practical implications- The results provide restaurant managers with understanding of how food and service quality as well as restaurant’s environment can improve solo diner’s satisfaction and return patronage intentions. Originality/value- In addition to the examination of the mediating effect of satisfaction on the relationships among three types of perceived quality and return patronage intentions, the study is centered on solo diners, an influential and growing group of customers that has not received much research attention

The Effects of Traditional and Electronic Word-of-Mouth on Destination Image: A Case of Vacation Tourists Visiting Branson, Missouri

The effects of integrated word-of-mouth (WOM), both traditional and electronic, on tourism products are yet to be fully investigated. The current study aims to assess the effects of and differences between traditional WOM and electronic WOM, between personal WOM and commercial WOM, and between positive and negative WOM on a destination image. Results of the study indicate that traditional WOM had a greater influence on destination image compared to electronic WOM. Personal traditional WOM had a greater influence on destination image compared to electronic personal WOM and commercial WOM. However, negative WOM exerted less influence on the destination’s image compared to positive WOM while negative electronic WOM had a greater influence on destination image compared to negative traditional WOM