Customer satisfaction and its measurement in hospitality enterprises: a revisit and update

2016 ◽  
Vol 28 (1) ◽  
pp. 2-35 ◽  
Author(s):  
Abraham Pizam ◽  
Valeriya Shapoval ◽  
Taylor Ellis
Keyword(s):  
Customer Satisfaction ◽  
Design Methodology ◽  
Cultural Issues ◽  
Comprehensive Overview ◽  
Comprehensive Review ◽  
Content Type ◽  
The Past ◽  
Online Tools ◽  
Tools And Techniques ◽  
Tourism Services

Purpose This paper aims to review and discuss customer satisfaction and its application to the hospitality and tourism industries. This paper defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. This paper is a revision and update of an article previously published by Pizam and Ellis (1999) on customer satisfaction measurements. Design/methodology/approach The most recent research on customer satisfaction measurements and scales is summarized and presented in the paper. Findings Following a discussion on the dimensions and attributes of satisfaction, the main methods of measuring satisfaction are listed, and cross-cultural issues that affect satisfaction are reviewed. Finally, the paper concludes with a comprehensive review of the current online tools and techniques available for measuring customer satisfaction. Research limitations/implications This summary gives a good overview to researchers who require a comprehensive review of the available research measurements and scales for customer satisfaction. Originality/value For the past decade, a considerable amount of research has been conducted in customer satisfaction. Finding the appropriate measurements and scales for customer satisfaction can be time-consuming and confusing. This paper provides a comprehensive overview of the best-known measurements and scales in customer satisfaction research. The paper also provides innovative online tools and techniques available for research.

The past, present, and future (?) of crime-related forensic accounting methodology

2015 ◽  
Vol 28 (1) ◽  
pp. 4-9 ◽  
Author(s):  
Timothy J. Louwers
Keyword(s):  
Design Methodology ◽  
Teaching And Research ◽  
Content Type ◽  
The Past ◽  
Forensic Accounting ◽  
Use Of Technology ◽  
University Of Technology ◽  
The Usa ◽  
Tools And Techniques ◽  
Near Future

Purpose – The purpose of this paper is to explore the origins of crime-related forensic accounting methodology in the USA. Design/methodology/approach – The author describes how these early methods have evolved through the use of technology. Findings – The author also discusses the next generation of crime-related forensic accounting tools and techniques which, although in limited use today, will grow to widespread use in the near future. Originality/value – This viewpoint is a summary of a presentation made at the 3rd National Forensic Accounting Teaching and Research Symposium held at the Queensland University of Technology on February 10, 2014.

scholarly journals Enhancing the foundations for theorising through bibliometric mapping

2016 ◽  
Vol 33 (3) ◽  
pp. 327-350 ◽  
Author(s):  
Noemi Sinkovics
Keyword(s):  
Design Methodology ◽  
Marketing Research ◽  
Software Tools ◽  
Future Research ◽  
Journal Articles ◽  
Content Type ◽  
Publish Or Perish ◽  
The Past ◽  
Research Questions ◽  
Tools And Techniques

Purpose – The “academic revolution” that has taken place over the past 50-60 years has brought about many opportunities, but also challenges, in the lives of academics. The “publish or perish” phenomenon can be seen as one manifestation of the heated competition among universities for talent and resources. The resulting increase in publications, the decrease in the time academics have to read them, together with editors’ call for more originality, innovation, and meaning in submitted manuscripts lead to two questions. What techniques can help researchers and PhD students to effectively and efficiently navigate through large bodies of literature? What tools and techniques can be used to enhance the foundations for theorising? The purpose of this paper is to answer these two interrelated questions. Design/methodology/approach – The abstracts of 410 peer-reviewed journal articles connected to ethics in (international) marketing research are explored with software tools. The freely available VOSviewer software is used to visualise the specified body of literature. NVivo is employed to go deeper and explore specific themes identified through VOSviewer. Findings – A total of 17 clusters were identified, representing the major themes in the selected body of literature. Additionally, a number of research avenues and research questions are presented. Research limitations/implications – The analysis is based on the information provided in abstracts. Future research may wish to extend the analysis to full articles. Originality/value – The paper contributes by demonstrating how software tools such as VOSviewer and NVivo can be used to explore large bodies of literature and to experiment with research ideas to enhance the foundations for theorising.

Artificial intelligence: scope, players, markets and geography

2019 ◽  
Vol 21 (3) ◽  
pp. 208-237 ◽  
Author(s):  
Jean Paul Simon
Keyword(s):  
Artificial Intelligence ◽  
Design Methodology ◽  
Scientific Literature ◽  
Comprehensive Overview ◽  
Content Type ◽  
The Past ◽  
Expert Opinions ◽  
Industrial Sectors ◽  
Desk Research ◽  
The Eu

Purpose This paper aims to clarify the notion of artificial intelligence (AI), reviewing the present scope of the phenomenon through its main applications. It aims at describing the various applications while assessing the markets, highlighting some of the leading industrial sectors in the field. Therefore, it identifies pioneering companies and the geographical distribution of AI companies. Design/methodology/approach The paper builds upon an in-depth investigation of public initiatives focusing mostly on the EU. It is based on desk research, a comprehensive review of the main grey and scientific literature in this field. Findings The paper notes that there is no real consensus on any definition for this umbrella term, that the definition does fluctuate over time but highlights some of the main changes and advances that took place over the past 60 years. It stresses that, in spite of the hype, on both the business and consumer sides, the demand appears uncertain. The scope of the announced disruptions is not easy to assess, technological innovation associated with AI may be modest or take some time to be fully deployed. However, some companies and regions are leading already in the field. Research limitations/implications The paper, based on desk research, does not consider any expert opinions. Besides, the scientific literature on the phenomenon is still scarce (but not the technical one in the specific research sectors of AI). Most of the data come from consultancies or government publications which may introduce some bias, although the paper gathered various, often conflicting viewpoints. Originality/value The paper gives a thorough review of the available literature (consultancies, governments) stressing the limitations of the available research on economic and social aspects. It aims at providing a comprehensive overview of the major trends in the field. It gives a global overview of companies and regions.

FINRA’s disciplinary actions in 2017: increased restitution ordered with minimal changes in number of cases

2018 ◽  
Vol 19 (2) ◽  
pp. 19-23
Author(s):  
Brian Rubin ◽  
Adam Pollet
Keyword(s):  
Money Laundering ◽  
Design Methodology ◽  
Disciplinary Actions ◽  
Financial Industry ◽  
Electronic Communications ◽  
Content Type ◽  
The Past ◽  
Expert Analysis ◽  
Research Analysts ◽  
Practical Implications

Purpose The purpose of this paper is to analyze the Financial Industry Regulatory Authority’s (FINRA) 2017 disciplinary actions, the issues that resulted in the most significant fines and restitution and the emerging enforcement trends from 2017 and beyond. Design/methodology/approach The approach of this paper discusses the disciplinary actions in 2017 and prior years, details the top 2017 enforcement issues measured by total fines assessed, including anti-money laundering, trade reporting, electronic communications, books and records, research analysts and research reports, and explains current enforcement trends, including restitution, suitability cases and technological issues. Findings In 2017, restitution more than doubled from the prior year, resulting in the fourth highest total sanctions (fines combined with restitution and disgorgement) assessed by FINRA over the past 10 years. Practical implications Firms and their representatives should heed the trends in both the substantial restitution FINRA is ordering and the related enforcement issues in the cases FINRA has brought. Originality/value This paper provides expert analysis and guidance from experienced securities enforcement lawyers.

Haunted by the past: transformations and daily challenges of China's prosthetics

2020 ◽  
Vol 10 (1) ◽  
pp. 115-124
Author(s):  
Chunchun Wang
Keyword(s):  
Design Methodology ◽  
Cross Cultural ◽  
Future Research ◽  
Institutional Pressures ◽  
Rehabilitation Center ◽  
Content Type ◽  
The Past ◽  
Daily Experiences ◽  
History Of ◽  
Depth Interviews

PurposeThe purpose of this paper is to examine the transformations of prosthetic practices in China, as well as the daily experiences and dilemmas arising from the everchanging practices since 1949. On the basis of materials, this paper explores an everyday perspective to review the history of technology.Design/methodology/approachEthnography was collected with the application of participant observations, informal interviews and in-depth interviews during a 13-months study at a rehabilitation center in Chengdu, China. The literature on prosthetic manufacturing was also reviewed for this paper.FindingsChina's prosthetic technology seems to evolve from traditional to modern. However, this progressive narrative – innovation-based timeline (Edgerton, 2006, xi) – has been challenged by daily practices. Due to institutional pressures, prosthetists are in a dilemma of selectively using their knowledge to create one kind of device for all prosthesis users with a certain kind of disability, thereby regulating the physical and social experiences of prosthesis users. Besides, prosthesis users are accustomed to prostheses made with old techniques, and must correct themselves from old experiences to the daily practices recognized by the selected techniques.Originality/valueThis paper provides a cross-cultural case to reexamine Edgerton's criticism of the progressive and orderly innovation-centric technological narrative. More importantly, it reviews the history and practices of China's prosthetics from daily experiences rather than Edgerton's concentration on technology; therefore, it provides an everyday perspective for future research on technological transformations.

A benchmarking approach to the progress of green materials and systems’ use in the UAE construction industry

2016 ◽  
Vol 13 (4) ◽  
pp. 315-327 ◽  
Author(s):  
Aly Elgayar ◽  
Salwa Mamoun Beheiry ◽  
Alaa Jabbar ◽  
Hamad Al Ansari
Keyword(s):  
Construction Industry ◽  
United Arab Emirates ◽  
Design Methodology ◽  
Construction Materials ◽  
Relative Importance ◽  
Content Type ◽  
The Past ◽  
Green Materials ◽  
Importance Index ◽  
Regulatory Guidelines

Purpose Over the past decade, the United Arab Emirates (UAE) introduced several green regulatory guidelines, federal decrees, and a considerable number of environmentally friendly initiatives. Hence, the purpose of this paper is to investigate the top green materials and systems used currently in the UAE construction industry as per the new laws dictate as well as see if professionals are switching over to incorporate more green materials, systems, and/or designs. Design/methodology/approach The work involved reviewing internationally popular green materials and systems for construction, developing a questionnaire based on the literature review, surveying professionals in the seven UAE emirates, and ranking the findings based on the relative importance index. Findings Findings found the top used green materials and system in the UAE’s construction industry. As well as identified that there is a communication gap between the design and implementation phases that is possibly hindering the use of more green materials and systems. Originality/value This study sets a baseline to measure the UAE’s progress over the coming years in terms of integrating more green construction materials, systems, methodologies, and trends.

scholarly journals Designing for the satisfaction of high-level needs

2014 ◽  
Vol 26 (6) ◽  
pp. 639-649 ◽  
Author(s):  
Petter Stenmark ◽  
Johan Lilja
Keyword(s):  
Customer Satisfaction ◽  
Design Methodology ◽  
Service Innovation ◽  
New Product ◽  
Service Development ◽  
Content Type ◽  
The Creation ◽  
High Level ◽  
Satisfaction Surveys

Purpose – The purpose of this paper is to introduce a methodology that can support the process of understanding and designing for the satisfaction of high-level needs in practice. The satisfaction of high-level needs has seldom been in focus when it comes to customer satisfaction surveys or the process of new product or service development. However, needs do occur on various levels, and the satisfaction of high-level needs actually appears to have the greatest potential for the creation of loyalty among customers and customer satisfaction. The satisfaction of high-level needs has furthermore been pointed out as a strategy for the creation of attractive quality. Design/methodology/approach – The paper is based on literature studies and the application of the Ideation Need Mapping (INM) methodology in a specific case. Findings – The paper presents the INM methodology that could be used for guiding product and service innovation in practice. More specifically, the methodology supports the process of understanding and designing for the satisfaction of high-level needs. Originality/value – This paper aims to contribute to envisioning and demonstrating how the understanding of, and design for, satisfaction of high-level needs can be done in practice.

Service recovery for moderate and high involvement services

2015 ◽  
Vol 29 (5) ◽  
pp. 331-343 ◽  
Author(s):  
Silke Bambauer-Sachse ◽  
Landisoa Eunorphie Rabeson
Keyword(s):  
Customer Satisfaction ◽  
Design Methodology ◽  
Service Failure ◽  
Service Recovery ◽  
Level Of Service ◽  
High Involvement ◽  
Content Type ◽  
Failure Severity ◽  
Future Consumption ◽  
Practical Implications

Purpose – The purpose of this study is to determine which level of tangible compensation for a service failure leads to high levels of customer satisfaction for moderate- versus high-involvement services as well as for different conditions of responsibility for the failure and failure severity. Design/methodology/approach – The study is based on a 4 (tangible compensation: gift, discount, credit for future consumption, refund) × 2 (responsibility for the failure: restaurant vs customer) × 2 (failure severity: low vs high) × 2 (involvement: moderate vs high) design using scenarios in a restaurant context. Findings – The results reveal that, for moderate-involvement services, all types of compensation are equally appropriate, except for when customers are responsible for a severe failure. In this condition, they expect tangible compensation of higher benefit. For high-involvement services, the more severe the failure, the higher the benefit of tangible compensation should be, independent of responsibility. Practical implications – The findings suggest that managers should consider the level of service involvement as well as responsibility for and severity of the failure when choosing the level of tangible compensation. Originality/value – The results of this study provide new insights into how to choose appropriate and efficient service recovery measures.

Reading the past to imagine the future

2015 ◽  
Vol 10 (4) ◽  
pp. 363-366
Author(s):  
Silvia Gherardi
Keyword(s):  
Qualitative Research ◽  
Qualitative Methods ◽  
Design Methodology ◽  
Personal Reflection ◽  
Research Topics ◽  
Content Type ◽  
Distinctive Features ◽  
The Past ◽  
The Future

Purpose – The purpose of this paper is to contribute to the ten years of the journal through a personal reflection. Design/methodology/approach – A review of the articles published in the last ten years. Findings – I argue that what has distinguished QROM in these ten years are two distinctive features: reflexivity on practices of qualitative research, and openness to the application of qualitative methods to unusual research topics. Originality/value – The main limit of the paper resides in the subjectivity of the person who has read the articles. Other readers may have different opinions and may have chosen different criteria.

Big data analysis of trends in the second-hand apparel market: a comparison between 2014 and 2019

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sanghee Kim ◽  
Hongjoo Woo
Keyword(s):  
Big Data ◽  
Design Methodology ◽  
Semantic Network ◽  
Distribution Channels ◽  
Subject Area ◽  
Future Research ◽  
Semantic Network Analysis ◽  
Content Type ◽  
The Past ◽  
Network Patterns

Purpose According to the perspective of evolutionary economic theory, the marketplace continuously evolves over time, following the changing needs of both customers and firms. In accordance with the theory, the second-hand apparel market has been rapidly expanding by meeting consumers’ diverse preferences and promoting sustainability since 2014. To understand what changes in consumers’ consumption behaviors regarding used apparel have driven this growth, the purpose of this study is to examine how the second-hand apparel market product types, distribution channels and consumers’ motives have changed over the past five years. Design/methodology/approach This study collected big data from Google through Textom software by extracting all Web-exposed text in 2014, and again in 2019, that contained the keyword “second-hand apparel,” and used the Node XL program to visualize the network patterns of these words through the semantic network analysis. Findings The results indicate that the second-hand apparel market has evolved with various changes over the past five years in terms of consumer motives, product types and distribution channels. Originality/value This study provides a comprehensive understanding of the changing demands of consumers toward used apparel over the past five years, providing insights for retailers as well as future research in this subject area.

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