The Effect of Private Customer-Manager Social Engagement Upon Online Booking Behavior

Owing to the impact of third-party commissions upon hotel profitability, many hotel brands have actively engaged in book direct campaigns, but to date, no large-scale longitudinal effort has been conducted to systematically evaluate direct booking behavior (i.e., direct versus online travel agency [OTA]). In this study, we use three years of transactional data from a large hotel brand to evaluate booking channel choices. To address the dynamic nature of the longitudinal individual-level data, we use a hidden Markov model (HMM), allowing us to evaluate both short- and long-term effects. Using the HMM, we evaluate the latent loyalty status of customers through their observed online booking channel behavior (i.e., direct versus OTA). As a result, we find that customer–manager engagement through guest satisfaction surveys (and managerial responses to those surveys) has a long-term effect on consumer propensities to book direct, gradually increasing customer loyalty to the brand. Specifically, we find that positive customer feedback signals a greater willingness to book direct in subsequent purchases. Moreover, managerial responses to the satisfied customer result in greater tendency to remain loyal and book direct. Second, the membership program tier of the customer has a significant short-term effect on the consumer’s propensity to book direct. Low-loyalty customers’ direct booking tendency increases as soon as they join the membership program. These findings not only illustrate the impact of membership status upon channel choice but also indicate the effect of the customer’s voice and the resulting managerial response upon booking behaviors over time.

SISTEM LAYANAN ANTAR PADA RESTORAN BERBASIS ANDROID

The business restaurant is growing. In this fast business is need application mobile for customer satisfaction. This system his many applications. They are customer, manager, web kitchen and deliveryapplication. This application is using android Operating System. Using that application by maps for knowing the places o f customer. The results are 100% fo r delivery service, 93% to level o f effective and efficient, 97% to time service system and 97% o f delivery order system.

Toward Always-On Enterprise Information Systems

Significant changes in information technology (IT), the Internet, and e-business technology have increased the need for continuous and agile data access, in particular for mission-critical applications. Modern business computing has evolved into an organizational engine that drives business and provides a powerful source for competitive advantage. IT has been integrated into organizational operations and activities in a way that application downtime is not an option since each hour, even minute of downtime may generate negative financial effects. In order to achieve higher levels of competitiveness, business has to be continuous from data availability perspective and agile with regard to data access. An enterprise information system (EIS) can be qualified as “high-quality” in terms of its architecture, application platform, and information it can provide to users but if that information is unavailable when it is needed by customer, manager, or any other end user, the value of that EIS simply becomes “zeroed” from end-users’ point of view. The chapter presents a framework for implementation of continuous computing technologies for improving business continuity. The framework is presented within a systemic view of developing an “always-on” enterprise information system.

Toward Always-On Enterprise Information Systems

Significant changes in information technology (IT), the Internet, and e-business technology have increased the need for continuous and agile data access, in particular for mission-critical applications. Modern business computing has evolved into an organizational engine that drives business and provides a powerful source for competitive advantage. IT has been integrated into organizational operations and activities in a way that application downtime is not an option since each hour, even minute of downtime may generate negative financial effects. In order to achieve higher levels of competitiveness, business has to be continuous from data availability perspective and agile with regard to data access. An enterprise information system (EIS) can be qualified as “high-quality” in terms of its architecture, application platform, and information it can provide to users but if that information is unavailable when it is needed by customer, manager, or any other end user, the value of that EIS simply becomes “zeroed” from end-users’ point of view. The chapter presents a framework for implementation of continuous computing technologies for improving business continuity. The framework is presented within a systemic view of developing an “always-on” enterprise information system.