scholarly journals Customer to Customer Information Production: The Evaluation of Customer Reviews in Tripadvisor on Food and Beverage Service Providers in Adıyaman

2020 ◽  
Vol 8 (2) ◽  
pp. 729-745
Author(s):  
Reşat Arıca ◽  
Çiğdem Sabbağ
Keyword(s):  
Service Providers ◽  
Information Production ◽  
Customer Reviews ◽  
Customer Information ◽  
Food And Beverage

scholarly journals Online Customer Reviews on Restaurants and Expert Opinions: An Integrated Approach

2015 ◽  
Vol 2 (1) ◽  
pp. 9 ◽  
Author(s):  
Ramazan Göral ◽  
Simge Tokay
Keyword(s):  
Service Providers ◽  
Integrated Approach ◽  
Environment Interaction ◽  
Customer Reviews ◽  
Customer Feedback ◽  
Expert Opinions ◽  
The People ◽  
Online Customer Reviews ◽  
Food And Beverage

In recent years, online customer reviews have been widespread and it has been taken into account in the point of the decision by the people. Resources which create a virtual environment interaction are developing with the user reviews and ratings and it is increasingly gaining importance for both customers and tourism businesses. Customers, who are evaluating food and beverage consumption as an experience and looking at truelife experiences when deciding which experience to lives, are more increasingly using online resources serving sector. These platforms provide the customers the opportunity of dialoguing among them and provide information while they provide feedback for the improvements for the service providers they need to do. Because of these properties, researchers argue online customer reviews and they express that services restaurant could offer and the quality of them could be compared better by using customer feedback. However, customer review system has been criticized. The point critics pointed is the difficulty of verification reviews and deficiencies in impartiality point. An integrated approach is proposed in this study. Online customer judgments assessing the food and beverage business and expert opinions underlie the integrated approach. For this purpose, the data obtained from TripAdvisor website and expert reviews will be integrated with Analytical Hierarch Process (AHP) method. In the study, restaurants which take place in Turkey’s biggest tourist areas in four provinces and locating in the top 10 according to customer rewievs on TripAdvisor website are evaluated. Then, arithmetical average of the aggregated customer ratings relating to these restaurants and the integration of assessment of experts providing training in food and beverage area are ensured. Consequently, these four provinces’ rank is determined by an integrated approach in terms of restaurants.

scholarly journals Online Customer Reviews on Restaurants and Expert Opinions: An Integrated Approach

2015 ◽  
Vol 1 (2) ◽  
pp. 9
Author(s):  
Ramazan Göral ◽  
Simge Tokay
Keyword(s):  
Service Providers ◽  
Integrated Approach ◽  
Environment Interaction ◽  
Customer Reviews ◽  
Customer Feedback ◽  
Expert Opinions ◽  
The People ◽  
Online Customer Reviews ◽  
Food And Beverage

In recent years, online customer reviews have been widespread and it has been taken into account in the point of the decision by the people. Resources which create a virtual environment interaction are developing with the user reviews and ratings and it is increasingly gaining importance for both customers and tourism businesses. Customers, who are evaluating food and beverage consumption as an experience and looking at truelife experiences when deciding which experience to lives, are more increasingly using online resources serving sector. These platforms provide the customers the opportunity of dialoguing among them and provide information while they provide feedback for the improvements for the service providers they need to do. Because of these properties, researchers argue online customer reviews and they express that services restaurant could offer and the quality of them could be compared better by using customer feedback. However, customer review system has been criticized. The point critics pointed is the difficulty of verification reviews and deficiencies in impartiality point. An integrated approach is proposed in this study. Online customer judgments assessing the food and beverage business and expert opinions underlie the integrated approach. For this purpose, the data obtained from TripAdvisor website and expert reviews will be integrated with Analytical Hierarch Process (AHP) method. In the study, restaurants which take place in Turkey’s biggest tourist areas in four provinces and locating in the top 10 according to customer rewievs on TripAdvisor website are evaluated. Then, arithmetical average of the aggregated customer ratings relating to these restaurants and the integration of assessment of experts providing training in food and beverage area are ensured. Consequently, these four provinces’ rank is determined by an integrated approach in terms of restaurants.

scholarly journals Who Are the Key Players Involved with Shaping Public Opinion and Policies on Obesity and Diabetes in New Zealand?

Nutrients ◽  
2018 ◽  
Vol 10 (11) ◽  
pp. 1592
Author(s):  
Willemijn de Bruin ◽  
Cherie Stayner ◽  
Michel Lange ◽  
Rachael Taylor
Keyword(s):  
Public Opinion ◽  
New Zealand ◽  
Policy Development ◽  
Service Providers ◽  
Decision Makers ◽  
Health Service Providers ◽  
Beverage Industry ◽  
Obesity And Diabetes ◽  
Food And Beverage ◽  
Diabetes And Obesity

There is an urgent need for strategic approaches to address the high prevalence of obesity and diabetes in New Zealand. Such approaches rely strongly on input from multiple actors in the diabetes and obesity policy space. We conducted a social network analysis to identify influential actors involved with shaping public opinion and/or policy regarding obesity and diabetes in New Zealand. Our analysis revealed a diverse network of 272 individuals deemed influential by their peers. These individuals represented nine professional categories, particularly academics (34%), health service providers (22%), and government representatives (17%). The network included a total of 17 identified decision-makers. Relative capacity of professional categories to access these decision-makers was highest for representatives of the food and beverage industry (25%), compared with nongovernment organisations (9%) or academics (7%). We identified six distinct brokers, in academic (n = 4), government (n = 1), and nongovernmental (n = 1) positions, who could play a key role in improving communication and networking activities among all interest groups. Such actions should ultimately establish effective networks to foster evidence-based policy development to prevent and reduce the burden of diabetes and obesity.

scholarly journals The influence of practicing spiritual tourism on the environment in Chau Doc – An Giang – Viet Nam

2019 ◽  
Vol 3 (1) ◽  
pp. 47-54
Author(s):  
Ta Duy Linh ◽  
Duong Duc Minh
Keyword(s):  
Social Environment ◽  
Service Providers ◽  
Mekong Delta ◽  
Local Environment ◽  
Economic Benefits ◽  
Spiritual Values ◽  
Spiritual Culture ◽  
Spiritual Tourism ◽  
Food And Beverage ◽  
Tourism Services

Chau Doc is a city of An Giang province in Mekong delta of Vietnam. This city has Sam Mountain with cultural and spiritual values. One of the highlights of the local spiritual culture is Ba Chua Xu (Lady Territory) shrine. Every year, this spot attracts between 3 and 5 million visitors. With a great number of tourists, the practicing of spiritual tourism has had an impact on the natural and cultural-social environment. The influence of stakeholders on the environment (nature and humanity) through the enjoyment and provision of tourism services. Stakeholders have involved in tourism activities in Chau Doc include: local authorities, service providers (food and beverage, accommodation, transportation, ...) and tourists. The practice of spiritual tourism is different from other types of tourism. Spiritual need has overwhelmed need to enjoy tourist services. With the expectation of improving economic benefits for the locality, tourism services are increasingly invested and supplemented. When economic interests are concerned, the issues of preserving natural values and cultural-social are limited, creating threat that could hurt the environment in Chau Doc. Therefore, the exploitation and development of spiritual tourism creates certain influence on the local environment. The study of the effects of spiritual tourism practice is necessary in the present context. Through field surveys, in-depth interviews with stakeholders and observations in local spiritual culture festivals from September 2016 to June 2018, this article describes and analyzes characteristics of practicing spiritual tourism in Chau Doc. Since then, the authors find out the influence of practicing spiritual tourism on natural and cultural - social environment of locality. At the same time, the authors provide some suggestions for exploiting spiritual tourism in Chau Doc.

scholarly journals What to do after a data breach? Examining apology and compensation as response strategies for health service providers

2021 ◽  
Author(s):  
Kristin Masuch ◽  
Maike Greve ◽  
Simon Trang
Keyword(s):  
Health Service ◽  
Health Services ◽  
Service Providers ◽  
Data Breach ◽  
Data Breaches ◽  
Response Strategies ◽  
Customer Information ◽  
Health Service Providers ◽  
Recovery Strategies ◽  
Fitness Tracker

AbstractInnovative IT-enabled health services promise tremendous benefits for customers and service providers alike. Simultaneously, health services by nature process sensitive customer information, and data breaches have become an everyday phenomenon. The challenge that health service providers face is to find effective recovery strategies after data breaches to retain customer trust and loyalty. We theorize and investigate how two widely applied recovery actions (namely apology and compensation) affect customer reactions after a data breach in the specific context of fitness trackers. Drawing on expectation confirmation theory, we argue that the recovery actions derived from practice, apology, and compensation address the assimilation-contrast model’s tolerance range and, thus, always lead to satisfaction with the recovery strategy, which positively influences customers’ behavior. We employ an experimental investigation and collect data from fitness tracker users during a running event. In the end, we found substantial support for our research model. Health service providers should determine specific customer expectations and align their data breach recovery strategies accordingly.

scholarly journals Segmentasi Pasar Penyedia Jasa Logistik (Third Party Logistics) di Indonesia

2010 ◽  
Vol 1 (2) ◽  
pp. 332
Author(s):  
Darjat Sudrajat
Keyword(s):  
Market Segmentation ◽  
Service Providers ◽  
Marketing Strategies ◽  
Third Party ◽  
Third Party Logistics ◽  
Logistics Industry ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Food And Beverage ◽  
Logistic Service

Market segmentation is fundamental in marketing strategy and the first step of market-based strategy preparation, to strengthen its marketing efficiency, and creating opportunities for sales growth and profits. This also applies to market segmentation logistics service providers (TPL - Third Party Logistics), the market is highly developed in the last decade, so that the logistics service providers has to develop marketing strategies properly. The purpose of this research is to gain a better understanding of different industries that exist today and map the needs of the logistics services of TPL customers. Based on exploration research conducted, it can be found in conformities relating to the logistics industry from several companies, ie appropriateness to the complexity of logistics activities of some companies and degree of investment of TPL services company in conducting the activity. Logistics service provider market segmentation can be based on variable complexity of logistics activities, whether it is high, medium or low and variable degrees of investment in the company whether minor, major, or integrated/total. Companies in different industries can have the same logistic service requirements and companies in the same industry can have different logistic service requirements. Client companies for logistics service providers which product handling are classified as semi-complex is the most attractive customer segments for being penetrated. The industries are classified into this segment is automotive, food and beverage, animal food, ceramic, and plantation. 

scholarly journals UPAYA RESTORAN DALAM MENCIPTAKAN KEPUASAN PELANGGAN: Studi Pengendalian Mutu Restoran Dave Kitchen di Yogyakarta

2018 ◽  
Author(s):  
Daisy Christiana Santoso
Keyword(s):  
Quality Of Care ◽  
Service Provider ◽  
Service Providers ◽  
Tourism Industry ◽  
Quality Of Services ◽  
The World ◽  
Food And Beverage ◽  
Independent States ◽  
Unit Analysis

ABSTRACRestaurant or caffee is part of tourism industry that played a role as service providers food and beverage for people who were far from home. The customer’s need of value service pushing the service provider of food and beverage to get involved in the competition and won them all. Any activities of the restaurant must be focused on management efforts to provide the performances of service that exceed expectations of customers. These efforts can be done through the development of the quality of care with consists of reability, responsibility, assurance, empathy, and tangibles. Based on the above description, then done reseacrh on the strategy the development of the quality of services to the satisfaction of customers. Unit analysis of this research are the guests who has ever been and making purchases at Dave Kichen. Methods used in this study is the method of observation, interview and documentation. The analysis of data used is the analysis of qualitative to see the influence of a variable is independent of variable dependent. The analysis is shown by those independent states (in the world service) to variable dependent (reward customers). These other factors that arent pursuing.

In the eye of the beholder

2020 ◽  
Vol 54 (5) ◽  
pp. 1087-1116
Author(s):  
Shahin Sharifi ◽  
Gerri Spassova
Keyword(s):  
Service Delivery ◽  
Service Providers ◽  
Service Failure ◽  
Experimental Conditions ◽  
Content Type ◽  
Customer Information ◽  
Service Failure And Recovery ◽  
Self Construal ◽  
Public Nature ◽  
Practical Implications

Purpose The purpose of this paper is to investigate the effect of interdependent vs independent self-construal on service satisfaction, following the observation of failure and recovery experienced by a fellow customer. Design/methodology/approach Three experiments were conducted to test the research hypotheses. Findings After service failure, interdependent observers react less favorably compared to independent observers. After high recovery compensation, interdependent observers react more favorably compared to independent observers. The effects are driven by differences in perceived interactional and distributive justice. Research limitations/implications This study uses three scenario-based experiments to test the hypotheses. While providing greater control of the experimental conditions, the external validity of the results is to some extent sacrificed. Moreover, this research does not investigate observers’ reactions to the interactional aspect of recovery. Practical implications When handling service failure, firms are required to anticipate and address not only the responses of the target customers involved but also those of potential observers. Providers can accordingly use available customer information to gauge customers’ likely self-construal and to adjust their service delivery and recovery tactics. Providers can influence observing customers’ reactions by creating a servicescape that activates a desired self-construal. Originality/value This research is one of a few to examine the effect of service failure and recovery on observing customers, and the first to do so via the lens of self-construal. It contributes to the literature on service failure and recovery and the literature on self-construal and has practical implications for service providers. The value of this research is further highlighted given the increasingly public nature of services and the multicultural context of service delivery.

Reacting to negative online customer reviews

2019 ◽  
Vol 29 (4) ◽  
pp. 401-414 ◽  
Author(s):  
Rico Piehler ◽  
Michael Schade ◽  
Ines Hanisch ◽  
Christoph Burmann
Keyword(s):  
Hospitality Industry ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Industries ◽  
Content Type ◽  
Customer Reviews ◽  
Online Customer Reviews ◽  
Reduction Methods ◽  
Hotel Managers ◽  
Potential Customers

Purpose The purpose of this paper is to investigate the effects of explanation and compensation, as specific accommodative management responses to negative online customer reviews, on potential customers. Design/methodology/approach The scenario-based online experiment with 306 participants investigates the effects of explanation and compensation on potential customers’ purchase intentions in the hotel segment of the hospitality industry. Findings The results reveal that combining an explanation with compensation is the most effective management response; providing neither an explanation nor compensation is the least effective. The effects of management responses that entail providing only an explanation or compensation do not differ significantly. Research limitations/implications Continued research should investigate the effects of specific accommodative management responses in other service industries and other cultural settings and consider different kinds of explanations and compensation. Practical implications Hotel managers in the hospitality industry should reply to negative online customer reviews by combining an explanation with compensation. Service providers that currently lack structures and procedures to identify service failures and their causes or that cannot take corrective actions should provide compensation. Service providers that currently have limited financial resources should provide explanations. Originality/value This study analyses the effects of explanation and compensation on potential customers’ purchase intentions. In addressing the effects on potential customers, instead of on complainants, the conceptual framework represents a novel combination of management responses from service recovery research with signalling theory, the search-experience-credence framework and risk reduction methods.

scholarly journals DAMPAK PEMBANGUNAN JALAN LINGKAR NIPAH TERHADAP KEGIATAN EKONOMI MASYARAKAT DI PANTAI AIR MANIS KOTA PADANG

JURNAL BUANA ◽  
2018 ◽  
Vol 2 (5) ◽  
pp. 481
Author(s):  
Memo Memito ◽  
Yurni Suasti
Keyword(s):  
Service Providers ◽  
Road Construction ◽  
T Test ◽  
Economic Activities ◽  
Paired Sample ◽  
Descriptive Research ◽  
Food And Beverage ◽  
Before And After ◽  
Road Type ◽  
Quantitative Descriptive

Abstrak Penelitian ini bertujuan untuk melihat komparasi jumlah aset dan pendapatan yang diperoleh pelaku ekonomi di Pantai Air Manis sebelum dan sesudah pembangunan Jalan Lingkar Nipah. Jenis penelitian deskriptif kuantitatif dengan subyek penelitian pelaku ekonomi. Data dianalisis menggunakan Paired Sample T-Test terhadap 133 pelaku ekonomi. Hasil penelitian menemukan terdapatnya peningkatan signifikan jumlah aset kelompok pelaku ekonomi pedagang makanan, jasa ATV, pedagang minuman, pedagang souvenir dan aksesories, dan sebaliknya tidak terjadinya peningkatan jumlah aset kelompok pedagang makanan minuman, pedagang pakaian dan penyedia jasa. Terdapatnya peningkatan pendapatan yang signifikan yang diperoleh semua kelompok pelaku ekonomi di Pantai Air Manis sebelum dan sesudah pembangunan Jalan Lingkar Nipah. Kata Kunci: Pembangunan Jalan, Kegiatan Ekonomi, Pantai Air Manis Abstract This research aims to look at the comparative amount of assets and income earned by economic actors in the Air Manis Beach before and after the construction of the Lingkar Nipah Road. Type of quantitative descriptive research with subjects of economic actors. The data were analyzed using Paired Sample T-Test on 133 economic actors. The research found a significant increase in the number of asset groups of food traders, ATV services, drink traders, souvenir and accessories traders, and conversely there was no increase in the number of assets of food and beverage merchants, clothing traders and service providers. There is a significant increase in the income earned by all groups of economic actors in Air Manis Beach before and after the construction of the Lingkar Nipah Road. Keywords: Road Construction, Economic Activities, Air Manis Beach

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