Perception, Reaction, and Future Development of the Influence of COVID-19 on the Hospitality and Tourism Industry in China

The present study examined the perception, reaction (i.e., possible measures), and future development from the perspectives of hotel and tourism practitioners and experts to investigate the influence of coronavirus disease 2019 (i.e., COVID-19) on the hospitality and tourism industry in China. After conducting 58 in-depth interviews among hotel and tourism practitioners and experts, feasible and practical measures were proposed to reduce such influence and predict the future development of China’s hospitality and tourism industry. Findings indicate that the influence of COVID-19 on the industry is perceived mainly through the pandemic’s economic and social effects. Possible measures that can be adopted for the recovery of China’s hospitality and tourism industry include the following aspects: government financial support, employee relationship management and electronic (e)-training, business marketing management, and industry co-operation network. A Perception-Reaction-Predication (PRP) crisis model is also proposed.

Multi Clustering Recommendation System for Fashion Retail

Fashion retail has a large and ever-increasing popularity and relevance, allowing customers to buy anytime finding the best offers and providing satisfactory experiences in the shops. Consequently, Customer Relationship Management solutions have been enhanced by means of several technologies to better understand the behaviour and requirements of customers, engaging and influencing them to improve their shopping experience, as well as increasing the retailers’ profitability. Current solutions on marketing provide a too general approach, pushing and suggesting on most cases, the popular or most purchased items, losing the focus on the customer centricity and personality. In this paper, a recommendation system for fashion retail shops is proposed, based on a multi clustering approach of items and users’ profiles in online and on physical stores. The proposed solution relies on mining techniques, allowing to predict the purchase behaviour of newly acquired customers, thus solving the cold start problems which is typical of the systems at the state of the art. The presented work has been developed in the context of Feedback project partially founded by Regione Toscana, and it has been conducted on real retail company Tessilform, Patrizia Pepe mark. The recommendation system has been validated in store, as well as online.

Marketing Performance Sustainability in the Jordanian Hospitality Industry: The Roles of Customer Relationship Management and Service Quality

This study examines the mediating role of service quality between customer relationship management (CRM) performance dimensions and the marketing performance of Jordanian hotels using resource-based view theory and contingency theory. A self-administered survey was conducted on 162 general managers of hotels in Jordan. The data were analyzed using partial least squares structural equation modelling. The findings of the study indicated that service quality mediated the relationship between the CRM performance dimensions (key customer focus, CRM knowledge management, CRM organization, and CRM-based technology) and the marketing performance of Jordanian hotels. This study provides significant contributions to theory and practice. From a theoretical perspective, this study fills in the literature gaps by providing insights about the mediating role of service quality in the relationship between customer relationship management performance dimensions and marketing performance. For managerial contributions, this study suggested that hotels can enhance their marketing performance by focusing on service quality and customer relationship management performance dimensions, especially the key customer focus dimension.

LEADERSHIP AND ISLAM WASATHIYAH PERSPECTIVE OF THE QUR'AN, HADITHS AND 'ULAMA

This paper discusses Leadership and Islam Wasathiyah Perspective of The Qur'an, Hadith and 'Ulama. The leadership displayed by a leader is an implication of his ability to manage his emotional intelligence and spiritual intelligence. Goleman in Abd. Kadim Masaong said that optimizing the management of emotional intelligence will produce four competency domains that are very effective in creating a leadership style, namely, the domains of selfawareness, self-management, social awareness and relationship management. Tawassuth is an attitude that is in the middle or between two attitudes, namely not too far to the right (fundamentalist) and too far to the left (liberalist). With this tawassuth attitude, Islam will be easily accepted in all walks of life. The character of tawassuth in Islam is the middle point between the two ends and it is a virtue that has been placed by Allah Subhana wata'ala from the start. The value of tawassuth, which has become a principle in Islam, needs to be applied in all fields so that the religion of Islam and the religious expressions of Muslims become witnesses of measuring the truth for all human attitudes and behavior in general.

Taking off the rose-colored glasses: the influence of crises on employee relationship management

Purpose The central aim of this research is to deepen the analysis of the influence that crises have on employee relations by using the stakeholder relationship management model (SRM) to analyze organizational employee relationship management (OERM).Design/methodology/approach This study uses a questionnaire distributed in two organizations (UK-based public sector and private sector) that were experiencing a crisis at the time of data collection. Respondents identified whether they believed the organization was in crisis, if they defined it as in crisis classified what type of crisis it was, and then responded to questions about their relationship to the organization, the organization's post crisis stability and their own behavioral intentions.FindingsThe findings verify the applicability of the SRM in employee relations with three critical findings: (1) employees with higher income in the private sector were significantly less likely to believe their organization was in crisis; (2) the more ambiguous the blame for the crisis, the greater the damage on the relationship between organizations and employees; and (3) collective sensemaking in organizations is essential, but less likely when a crisis has damaged the relationship between employees and organizations.Originality/value In the last 40 years of Employee Relations, the role of crisis in influencing OERM has not been meaningfully explored in the journal. Therefore, the piece makes an original contribution.

Customer Relationship Management (CRM)Practices of Public and Private Sector Banks

The banking sector plays a crucial role in the economic development of a country. For the success of any bank customers’ play a prominent role in its growth. Implementing good customer relationship management practices improves the profits of banks. Retaining the customer and convert the customer to be a loyal one is most protruding. For the bank, retentions attain a greater benefit compare with acquiring new customers. Sustain the old customer is much more pivotal than attracting the new one. For this, effective customer relationship management practices help in the returns of the bank. Customer service and satisfaction differentiate the virtuous banking sector. The present study focuses on comparing the customer relationship management practices of public and private sector banks. A survey is done with 1200 customers using the convenience sampling method. 600 respondents from SBI & Andhra bank of public sector banks and the remaining 600 are from HDFC and ICICI banks of the private sector were chosen for the survey. An Empirical study with descriptive statistics, mean and frequency distribution, chi-square, mean ranks, reliability analysis is used to evaluate data. From the findings, it is observed that customers opted for public sector banks for the trust factor, and for effective products and services customers are satisfy more with private sector banks than compared with public sector banks.

Exploration of Spa Leisure Consumption Sentiment towards Different Holidays and Different Cities through Online Reviews: Implications for Customer Segmentation

With the improvements in per capita disposable income, and an increase in work-related pressure, demand for leisure consumption such as foot bath spas is constantly increasing. Analysis of leisure consumption sentiment is of great importance for the leisure service industry—to meet customer needs, improve service quality and improve customer relationship management. However, traditional sentiment analysis approaches only aimed to ascertain the overall sentiment of the customer, which is less effective for analyzing customer satisfaction on account of customer size, different customer locations, and different leisure holidays. Sentiment analysis via online reviews can assist different businesses, including foot bath spa services, to better inform the development of customer segmentation strategies and ensure optimal customer relationship management. Hence, the objective of this paper is to explore foot bath spa leisure consumption sentiment towards different holidays and different cities by applying data mining via online reviews, so as to help optimize customer segmentation. A novel general framework and related sentiment analysis methods were proposed and then conducted through a collection of datasets from customers’ textual reviews of foot bath spa merchants in three cities in China on the Meituan social media platform. Findings confirm that the proposed general framework and methods can be used to gain insights into the swing characteristics of sentiment towards different holidays and different cities, to better develop customer segmentation according to the city-holiday emoticon face patterns obtained through sentiment tendency analysis from online social media review data. The study results can help to develop better customer and marketing strategies, thereby creating sustainable competitive advantages, and can be extended to other fields to support sustainable development.

Marketing technologies of customer relationship management: digital ecosystems

Digital technologies are changing customer expectations and reshaping the boundaries of industry markets forming ecosystems. At the same time, ecosystems are built on customer needs and go beyond a simple partnership between players from different industries to bring together digitally available services or products, providing an end-to-end experience for consumers. The article summarises research findings in the field of digital marketing and digital ecosystems. Theoretical and research issues of changes in marketing techniques for customer relationship management in the digital environment have been reviewed. The experience of the world’s leading ecosystems has been systematised, the main archetypes of digital ecosystems and key success factors have been highlighted.