Hotel experiences during the COVID-19 pandemic: high-touch versus high-tech

Purpose This study aims to gain an understanding of hotel experiences during the pandemic by examining sentiments of guests posted online. Design/methodology/approach This paper incorporates the balance theory, in a dyadic system to analyze the ways in which guests were motivated to restore a position of balance during the unprecedented COVID-19 crisis. Qualitative content analysis was used to detect thematic patterns of hotel experiences based on examining online reviews shared by actual guests of two major hotel brands – one more closely associated with convenience-driven automation (high-tech) and the other known for providing more guest–employee interaction (high-touch). Findings The analysis of the reviews yielded six main themes: “purpose of visit,” “COVID safety concerns,” “technology adoption,” “COVID limitations,” “exceeded expectation” and “hospitality of staff.” Staff displaying a welcoming attitude was the main factor in creating a convivial experience for guests at both hotel brands, but the technology was not highlighted as much in guests’ reviews. Despite the pandemic, guests of both hotel brands had similar levels of enjoyment regarding their hotel experiences regardless of the high-touch or high-tech nature of the operations. Research limitations/implications User-generated content often reflects the opinions of those who are very satisfied or not satisfied at all. Different data collection techniques could be used to get a “big picture” view of the balance between high-touch and high-tech experiences. Practical implications The findings offer support to researchers and practitioners who advocate that high-touch and high-tech can indeed co-exist, and that these distinct service delivery modes do not have to be mutually exclusive. Originality/value This paper provides new trajectories that can broaden the approaches undertaken by hospitality/tourism scholars and practitioners based on user-generated content. This study is one of the first to adopt the lens of the balance theory, in a dyadic system, to investigate how guests may be psychologically motivated to balance their perceptions and expectations during a time of crisis.

Sluice Gate Discharge From Momentum Balance

Discharge from sluice gate flows is commonly calculated using the Torricelli outflow velocity, which is inaccurate and must be corrected by a discharge coefficient. Moreover, this approach commonly only considers the relative gate opening, without including the impact of 3D effects, scaling effects, different velocity profiles and friction forces. Aiming for a theoretical approach that can address all flow effects for sluice gate discharge calculations, the authors applied the momentum balance theory to this problem. First the control volume was introduced and parameterization equations for the pressure distributions and momentum coefficients at the control volume borders for both the standard and the inclined sluice gates were determined using CFD simulations. The results show good agreements with the discharge measurement results of frequently quoted experimental studies from other authors, demonstrating the potential of this approach. Also, one example of the impact of the 3D effect of various channels widths was investigated with the momentum balance theory.

Effects of employee engagement on customer responses: Examining the mediating role of customer engagement

Drawing on emotional contagion theory, this study offers an integrated framework showing the effects of employee engagement (EE) on customer engagement (CE), repeat purchase and word-of-mouth (WOM). The data were collected from 65 employees and 352 customers of 28 retail stores using 2 separate survey instruments. A dyadic data set was created by matching customer data with the employee data corresponding to each store. The findings reveal that two key facets of EE – dedication and absorption – positively influence CE, which eventually influences WOM and repeat purchase. In line with balance theory, CE is found to fully mediate the effects of absorption on WOM and repeat purchase. Furthermore, employee length of service (ELS) is found to moderate the absorption on CE effects. Thus, the findings extend emotional contagion theory and balance theory by providing empirical evidence supporting the differential effects of the facets of EE on CE en route to WOM and repeat purchase. JEL Classification: M31

Identifying hidden coalitions in the US House of Representatives by optimally partitioning signed networks based on generalized balance

In network science, identifying optimal partitions of a signed network into internally cohesive and mutually divisive clusters based on generalized balance theory is computationally challenging. We reformulate and generalize two binary linear programming models that tackle this challenge, demonstrating their practicality by applying them to partition signed networks of collaboration and opposition in the US House of Representatives. These models guarantee a globally optimal network partition and can be practically applied to signed networks containing up to 30,000 edges. In the US House context, we find that a three-cluster partition is better than a conventional two-cluster partition, where the otherwise hidden third coalition is composed of highly effective legislators who are ideologically aligned with the majority party.

World War III Analysis Using Signed Social Networks

In the recent period of time with a lot of social platforms emerging, the relationships among various units can be framed with respect to either positive, negative or no relation. These units can be individuals, countries or others that form the basic structural component of a signed network. These signed networks picture a dynamic characteristic of the graph so formed allowing only few combinations of signs that brings the structural balance theorem in picture. Structural balance theory affirms that signed social networks tend to be organized so as to avoid conflictual situations, corresponding to cycles of unstable relations. The aim of structural balance in networks is to find proper partitions of nodes that guarantee equilibrium in the system allowing only few combination triangles with signed edges to be permitted in graph. Most of the works in this field of networking have either explained the importance of signed graph or have applied the balance theorem and tried to solve problems. Following the recent time trends with each nation emerging to be superior and competing to be the best, the probable doubt of happening of WW-III(World War-III) comes into every individuals mind. Nevertheless, our paper aims at answering some of the interesting questions on World War-III. In this project we have worked with the creation of a signed graph picturing the World War-III participating countries as nodes and have predicted the best possible coalition of countries that will be formed during war. Also, we have visually depicted the number of communities that will be formed in this war and the participating countries in each communities. Our paper involves extensive analysis on the various parameters influencing the above predictions and also creation of a new data-set of World War -III that contains the pairwise relationship data of countries with various parameters influencing prediction. This paper also validates and analyses the predicted result.

Analisis Model Blended POE2WE Terhadap Keterampilan Proses Sains Siswa Melalui Penggunaan Laboratorium Virtual Pada Materi Dualisme Gelombang Partikel

Most natural phenomena in physics learning require students to understand conscientific knowledge, so to improve students' understanding requires a scientific approach. The skills that can be developed are the skills of the science process. To balance theory and practice, practical activities are required to practice the skills of the science process. . However, there have been some experiments in which processes and concepts are abstract - one of which is on particle wave dualisme material. This research aims to describe how poe2we blended models students' science process skills on particle wave dualism material through the use of virtual laboratories. This research method uses literature studies from previous research. The results showed that the poe2we blended model in the use of virtual laboratories in particle wave dualism material was found to be a science process skill in students.

Dissonant relationships to biological parents and stepparents and the well-being of adult children

We examined the importance of adult children’s ties with biological parents and stepparents for well-being in adulthood. We particularly focused on situations in which adult children are not close with the new partner of their biological parent, their stepparent. Following balance theory, it is straining to be in an unbalanced pattern (i.e., close to biological parent, not close to stepparent). Firstly, we studied how many adults are close to their biological parent only (dissonance), to both the biological parent and stepparent (positive consonance), or to neither parent in the stepfamily household (negative consonance). Secondly, we examined if the ties to biological parents and stepparents - as well as, the patterns between the two ties - were associated with the subjective well-being of the adult child. The OKiN data was used, which includes N = 1,477 adults with a stepfather and N = 1,274 adults with a stepmother. OLS regression models suggested that parent-child ties were important for depression and loneliness in adulthood, although associations with stepmother-child ties were insignificant. Moreover, the prevalence of dissonant ties was low, but the consequences for depression and loneliness were considerable. A distant or conflictual stepparent-child tie attenuated the benefits of having a close tie with the biological parent. Consequently, adult children in dissonant patterns are not necessarily better off in terms of well-being than those in negative consonant patterns.