Testing the Usefulness of the Evidence Integration Triangle for Implementation of EIT-4-BPSD

The effectiveness of evidence-based practices, such as use of behavioral interventions, can be improved when delivered under conditions of an implementation framework. This pragmatic trial used the Evidence Integration Triangle (EIT) which is a parsimonious, community-engaged participatory framework that brings evidence and facility stakeholders together. Active engagement empowers key stakeholders to integrate evidence into practice using a simple three-pronged framework: (1) A participatory implementation process which was done via monthly meetings and weekly emails between stakeholders and a clinical expert as they worked on facility based goals; (2) Implementation of the four steps delineated in the EIT-4-BPSD; and (3) evaluation using practical progress measures. There was some evidence of implementation of the EIT-4-BPSD based on participation in Stakeholder team meetings, settings working towards goal achievement, and increased use of behavioral interventions among staff. The EIT approach is a useful implementation framework to help change staff behavior in long term care.

Pilot Testing of the Promoting Positive Care Interactions (PPCI) in Assisted Living Study During a Pandemic

The purpose of this study was to test the feasibility and preliminary efficacy of Promoting Positive Care Interactions (PPCI)—a four step intervention designed to establish positive care interactions between staff and residents with cognitive impairment or dementia in Assisted Living (AL). Initially designed as a traditional on-site intervention, PPCI was later transformed to be conducted remotely through webinar and virtual meetings due to challenges related to onsite engagement in AL during the COVID-19 pandemic. Additionally, the study adopted shorter timeline, a single group pretest-posttest design, and limited recruitment to staff only; 17 care staff were recruited, and data was collected via online surveys and interviews. PPCI was successfully implemented as intended with considerable stakeholder engagement. Findings demonstrated feasibility and promising staff adoption of PPCI. Continued research is needed to optimize the quality of care interactions in AL and evaluate whether online approach to staff training can change staff behavior.

La adopción y uso de las tecnologías digitales en el profesorado universitario: un análisis desde la perspectiva delgénero y la edad

El éxito del proceso educativo mediados por la tecnología, depende en gran medida de la adopción y el uso de la tecnología digital (TD) por parte del profesorado, desde esta corriente se presenta un diagnóstico multivariado sobre el nivel de adopción y uso de las TD, mediante el efecto moderador de las variables género y edad, el estudio se llevó a cabo con una muestra de 280 docentes universitarios que respondieron el cuestionario denominado TAUT conformado por 46 ítems tipo escala de Likert en 5 dimensiones. La metodología aplicada en el estudio es cuantitativa basada en el método no experimental, descriptivo e inferencial, los datos fueron analizados a partir de una comparación de medias, utilizando pruebas no paramétricas. Los resultados se manifiestan por medio del TAUT autoevaluando la adopción y uso de las TD por parte del profesorado, los mismos que logran poseer una aceptación positiva en todas las dimensiones, como también permiten conocer que no existen diferencias significativas en la mayoría de los ítems en función del género como la edad, los mismos que no afectan a la intención del comportamiento del profesorado para adoptar y usar las TD. The success of the educational process mediated by technology depends largely on the adoption and use of digital technology (TD) by teachers, from this current a multivariate diagnosis is presented on the level of adoption and use of TD, through the moderating effect of gender and age variables, the study was conducted with a sample of 280 university teachers who responded to the questionnaire called TAUT consisting of 46 Likert scale type items in 5 dimensions. The methodology applied in the study is quantitative based on the non-experimental, descriptive and inferential method, the data were analyzed from a comparison of means, using non-parametric tests. The results are shown by means of the TAUT self-evaluating the adoption and use of the TD by the teaching staff, the same that manage to have a positive acceptance in all the dimensions, as well as allowing to know that there are no significant differences in most of the items according to gender and age, the same that do not affect the intention of the teaching staff behavior to adopt and use the TD.

Factors Affecting Satisfaction on the Quality of Tourism Services at Flamingo Dai Lai Resort

Determining the degree of influence of factors on tourism service quality is a useful tool for managers in strategic planning, planning tourism development. This study uses a questionnaire designed from the results of previous studies, surveying 117 customers who have stayed at Flamingo Dai Lai Resort to find out factors that affect the satisfaction of customers to the quality of tourism services of this resort. Regression analysis results show that there are 3 factors affecting the satisfaction of customers who have used the service here: Weather, climate, environment (Ecological environment); Staff behavior; Quality of infrastructure. The remaining factors are not enough to conclude a linear relationship with the satisfaction of customers who have come to this resort.

Heritage hotels and customer experience: a text mining analysis of online reviews

Purpose In business, online reviews have an economic impact on firm performance. Customers’ data in the form of online reviews was used to understand the appreciation and service complaints written by previous customers. The study is an analysis of the online reviews written by the customers about Indian heritage hotels. This study aims to understand the dimensions of service appreciation and service complaints by comparing positive- and negative-rated reviews and find the patterns in the determinants of the satisfaction and dissatisfaction of the customers. Design/methodology/approach A total of 23,643 online reviews about heritage hotels were collected from the TripAdvisor website by using a Web crawler developed in Python. A total of 1000 reviews were randomly selected for further analysis to eliminate the bandwagon effect. Unsupervised text mining techniques were used to analyze reviews and find out the interesting patterns in text data. Findings Based on Herzberg two-factor theory, this study found satisfied and dissatisfied determinants separately. The study revealed some common categories discussed by satisfied and dissatisfied customers. The factors which satisfy the customers may also dissatisfy the customers if not delivered properly. Satisfied customers mentioned about tangible features of the hotel stay, which includes physical signifiers, traditional services, staff behavior and professionalism and core products (rooms, food). However, most of the customers complained about intangible service problems, such as staff attitude, services failure, issues with reservation and food, value for money and room condition. The results are contradicting with commercial hotels-based studies owing to the unique services provided by heritage hotels. Practical implications The dimensions for satisfaction and dissatisfaction among customer of heritage hotels provide marketers to understand the real emotion and perception of the customers. As these dimensions were extracted through text mining of the reviews written by the customer of heritage hotels, the results would certainly give better insights to the hotel marketers. Originality/value The study is a rare attempt to study online reviews of customers on heritage hotels through a text mining approach and find the patterns in the behavior and the determinants of satisfaction and dissatisfaction of customers.

Simulation of Behavior of Hotel and Restaurant Business Staff in the Conditions of COVID-19 Viral Pandemic

The research views staff behavior as a complex mechanism of motivators through the lens of rationality, which obeys the principles of the transitivity axiom and the law of declining marginal utility in times of crisis, including the quarantine COVID-19 pandemic, budget constraints. The factors which affect the behavior of hotel and restaurant staff form a field for understanding behavioral responses. The interests and motives that regulate the behavior of the staff, in this case, reflect the map of utility, which allows modeling the usefulness of employment in an enterprise. It is substantiated that the behavior of the staff should be correlated with the influence of leadership and agile management methods (Scrum, Kanban). The Agile determinants in the pandemic client-oriented management of the hotel and restaurant business provide an algorithmic explanation for the application of the approaches in practice. Flexible management methods allow you to create organizational values for staff, which allows you to build value dependencies within cross-functional team management. The result is the consideration of motivational types of staff and methods for choosing the right Agile approach. It also suggested ways to reformat the hotel and restaurant business in the pandemic and change the professional roles of workers to survive and create conditions for rapid rehabilitation and recovery in the post-quarantine period.

Examining the relative role of CSR activity and service experience on cruise customers’ behavior

Purpose In the service industry, corporate social responsibility (CSR) is considered a strategic valuable resource. Although previous studies emphasized CSR activities in the service industry, a limited number of studies have examined the combined effect with the service experience. Thus, this study aims to examine the potential antecedents of cruise customers’ positive responses toward the cruise company. Design/methodology/approach The proposed model includes CSR activities, service experiences, satisfaction and revisit intention. The model is tested using samples of cruise customers from the USA. Tests of the proposed model produce significant results for path coefficients from two-dimensional service experience (i.e. physical quality and staff behavior) and not from CSR activities (i.e. environmental and philanthropic). Findings Hypothesis testing indicates that among cruise customers, perceived physical quality and staff behavior are more relevant for creating satisfaction and revisit intention than environmental and philanthropic CSR support. Research limitations/implications The results provide important implications for scholars concerning the effects of CSR activities on customer behavior for efficaciously managing customers’ positive experience with facilities and employees. Originality/value There has been a paradigm shift in the cruise industry. The recent trend shows an increasing number of cruise businesses leading to intense competition. Yet, researchers have not adequately examined the impact of service experience and CSR experience simultaneously. Thus, this study contributes to the existing CSR literature by identifying the important determinants of cruise customers’ behavior.

Exploring Service Brand Associations: A Consumers' Perspective in Rising Service Economy

Across the globe, the importance of the service sector is flourishing as a result of which significance of research to understand the characteristics and attributes of services is rising exponentially. Poor understanding of service characteristics has led to an undue reliance on branding models previously designed for tangible products. Although most of the researches have tried to modify their branding models to cater to the requirements of service branding, most of them are largely based on managerial and organizational perspectives. Few researches have attempted to highlight consumer’s perspectives of what they consider important in a service brand. This study focuses on consumers’ perceptions of important service brand associations and aims to be a stepping stone in the process of developing a specialized model for service branding. The qualitative information garnered for this research allowed digging deeper into the consumer’s mind through in-depth personal interviews. The analytical method of coding, sorting, and sifting assisted in discovering the service brand associations. The results indicate salience of brand associations for consumers of service brands. The most frequently identified service brand associations include service environment and facilities, staff behavior, word-of-mouth communication, price, core service quality, experience (of the service provider and consumers), and advertising of the service brands.

QUALITY ASSESSMENT OF HEALTH SERVICES OF BASIC HEALTH UNITS OF DISTRICT PESHAWAR

ABSTRACT Objectives: To assess the quality of service provision of different Basic Health Units of district Peshawar. Materials and Methods: It was a simple descriptive Cross-sectional study which was carried out in 06 months duration. A total of 08 BHUs of district Peshawar were included in the study using convenient sampling technique. Data was collected through a semi structured questionnaire, direct observation and discussions with the respondents. The data was analyzed through SPSS version22. The data was presented using tables and graphs. Results: In depth analysis of the various facilities in BHUs were done. 8 BHUs were selected. Availability of medicines in BHUs was 12%. 75% of the BHUs had a clean continuous supply of drinking water whereas 50% had less than one hour of electricity per day. Also 76% of the patients were satisfied with the healthcare. Patients were mostly satisfied as far as staff behavior and convenience was concerned. However, 91% agreed that there is still room for improvement. Conclusion: Main issues found in all of the BHUs was non-availability of medicines, electricity problem, and sometimes non-availability of doctors. Keywords: BHU, quality assessment, service provision