perceptions and expectations
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2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dori Davari ◽  
Saeed Vayghan ◽  
SooCheong (Shawn) Jang ◽  
Mehmet Erdem

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.


2022 ◽  
pp. 39-59
Author(s):  
Jesús Manuel Palma-Ruiz ◽  
Herik Germán Valles-Baca ◽  
Carmen Romelia Flores-Morales ◽  
Luis Raúl Sánchez-Acosta

The objective of this chapter is to provide a contextualized perspective about the effects of the COVID-19 health crisis for companies with economic activity and fixed installations in Mexico, mainly during the second to third phases of the contingency. For this purpose, data from the INEGI ECOVID-IE 2020 survey is analyzed, which used a sampling frame of 1,873,564 Mexican companies compared by size. Relevant information is provided about the reality of the Mexican business community to report the main sanitary measures implemented, the operational actions used, the sources and types of support received, the best support policies identified, and the income expectations for the following months. Faced with a negative scenario, targeted support strategies from governmental, chambers, and business organizations must be aligned to regain the confidence of the business community to support their continuity.


2022 ◽  
pp. 45-80
Author(s):  
Douglas Graham Fenderson

Restrictions from the COVID-19 pandemic forced many teachers across the United States to teach their students remotely using online teaching strategies. Analyzing teachers' perceptions and expectations of online teaching before and during the pandemic help stakeholders understand how to better handle the challenges of online learning. The literature review examines the traditional differences between teaching online and in-person courses, challenges faced when teaching online courses, and teacher perceptions of online learning. The survey method was used to collect data on the experiences of online teaching before and during the pandemic from ninth through twelfth grade teachers in a North Texas school district. The study results show that factors such as a teacher age or years of experience had less influence determining if they were prepared for online teaching. Rather, factors like a teacher school campus, prior experience, and access to support structures correlated more to teachers having a high level of preparedness for online teaching.


2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dimitrios Buhalis ◽  
Iuliia Moldavska

Purpose Voice assistants (VAs) empower human–computer interactions by recognising human speech and implementing commands pronounced by users. This paper aims to investigate VA-enabled interactions between hotels and guests in the hospitality context. The research positions VAs within the artificial intelligence (AI)-enabled Internet of Things (IoT) context, disrupting old practices and processes. Smart hospitality uses VAs to support effortless value cocreation for guests cost-effectively. The research examines consumer perceptions and expectations of hospitality VAs and explores VA capabilities through expert technology providers. Design/methodology/approach This empirical paper investigates the current use and future implications of VAs for hotel environments. It uses qualitative, semi-structured in-depth interviews with 7 expert hospitality VA technology providers and 21 hotel guests who have VA experience. The research adopts a demand and supply approach, addressing the VAs in hospitality holistically. Findings The findings illustrate the requirements from both end-users’ sides, hotels and guests, exploring VA advantages and challenges. The analysis demonstrates that VAs increasingly become digital assistants. VA technology helps hotels to improve customer service, expand operational capability and reduce costs. Although in its infancy, VA technology has made progress towards optimising hotel operations and upgrading customer service. The study proposes a speech-enabled interactions model. Research limitations/implications This research stimulates the transformation of hospitality services by using VAs and the development of smart hospitality and tourism ecosystems. The study can benefit from further research with hotel managers, to reflect hoteliers’ points of view and investigate their perception of VAs. Further research can also explore different aspects of consumer–VA interaction in different contexts. Practical implications The paper makes a significant contribution to hospitality management and human–computer interaction best practices. It supports technology providers to reconsider how to develop suitable technology solutions towards improving their strategic competitiveness. It also explains how to use VAs cost-effectively and profitably while adding value to travellers’ experience. Originality/value VA studies are often focussed on the technology in private households, rather than in commercial or hotel spaces. This paper contributes to the emerging literature on AI and IoT in smart hospitality and explores the acceptance and operationalisation of VAs. The research contributes to the conceptualisation of VA-enabled hotel services and explores positive and negative features, as well as future prospects.


2021 ◽  
Vol 5 (2) ◽  
pp. 187-208
Author(s):  
Lindsay M. Diggelmann

Abstract The death of King William Rufus while hunting in August 1100 is often acknowledged as a fitting end for an unpopular and ineffective monarch, based largely on descriptions of the event in several twelfth-century texts. While it will never be possible to arrive at a definitive explanation of what happened, near-contemporary representations of the king’s behaviour and death reveal much about perceptions and expectations of medieval kingship. By examining varying descriptions of the king’s laughter – sometimes cynical and manipulative, sometimes generous and inclusive – and the corresponding portrayals of the extent of his subjects’ grief at their monarch’s passing, it is possible to reconstruct the outlines of a debate over appropriate emotional performance and its contribution to successful – or unsuccessful – rulership. The very positive depiction of Rufus’s emotional regime in Gaimar’s Estoire des Engleis sits in stark contrast to the more negative mainstream view, represented especially in the Ecclesiastical History of Orderic Vitalis.


2021 ◽  
Vol 10 (12) ◽  
pp. 475
Author(s):  
María Dolores Hidalgo-Ariza ◽  
Eva Francisca Hinojosa-Pareja ◽  
Juan Manuel Muñoz-González

This article presents the process of adaptation and validation, and the resulting psychometric properties, of the “Questionnaire of Barriers Perceived” (QBP). The scale identifies whether a student’s perceptions and expectations are mediated by stereotypes or roles associated with gender through the study of their professional aspirations, fear of negative judgement, and perceptions/awareness of gender roles of men and women. Two descriptive studies were conducted via a cross-sectional poll. The questionnaire was administered first to 240 students and then to a total of 1044 student from all the degrees studied at the Faculty of Education at the university at which the study took place. The data were subjected to item content analysis, descriptive analysis, analysis of internal consistency, study of the relationship between variables, correlational analysis, and an exploratory and confirmatory factorial analysis. The results showed that the scale had a high goodness-of-fit index, as well as validity and reliability. The dimensions that the model comprised were found to be interrelated and coherent with the theoretical structure considered in the initial version of the instrument. The resulting questionnaire presented sufficient validity and reliability to be used in other contexts and studies of the same nature.


BMJ Open ◽  
2021 ◽  
Vol 11 (12) ◽  
pp. e053452
Author(s):  
Shengxuan Jin ◽  
Zhonghua Wang ◽  
Lanlan Tian ◽  
Zhenyu Sun ◽  
Zhenping Lin ◽  
...  

IntroductionThe policy focus of contracted family doctor services (CFDS) has been shifting to improve quality and efficiency in China. The study’s objective was to establish a quality evaluation scale for CFDS based on the perceived service quality model and to assess the service quality from the perspective of patient perceptions and expectations.MethodsData were obtained from a 2-year follow-up survey of CFDS in Jiangsu, China. A total of 1264 elderly people with chronic diseases were tracked. The self-developed scale was designed based on the perceived service quality model. The product scale method was used to assign weighted values, the Wilcoxon signed-rank test was used to compare the differences over the 2 years, and pooled cross-sectional regression was conducted to evaluate the associated factors with the gap scores of service quality.ResultsThere were significant differences between perceptions and expectations in each dimension in the 2 years (p<0.05), and the service quality gaps existed. Over the 2 years, Accessibility and Horizontal continuity were the first-ranked and second-ranked in expectations; the top three scores in perception were Horizontal continuity, Comprehensive service and Accessibility dimensions. The service quality gap in 2020 was smaller than that in 2019 (p<0.05). There were differences in the perception scores in the Vertical continuity, Technical and Economic dimensions and in the expectation scores in the Horizontal continuity, Vertical continuity and Technical dimensions between the 2 years (p<0.05). The factors that were significantly associated with each dimension score included the Jiangsu region, gender, age and education levels (p<0.05).ConclusionThe quality evaluation scale of CFDS has good reliability and validity. Policy efforts should be focused on accelerating the development of medical alliances, optimising medical insurance policies and improving the capacity of family doctor services to meet the needs of the elderly with chronic diseases.


Author(s):  
Hubert Smekal ◽  
Nino Tsereteli

States’ growing dissatisfaction with the performance of the European Court of Human Rights – Governments’ commitment to reform process – Threats of exit that failed to materialise – Adaptation of Hirschman’s exit–voice–loyalty framework to explain states’ non-exit from the European Court of Human Rights – Sufficiently effective voice, manifestations of loyalty, and high costs of exit as possible reasons behind non-exit – Governments’ inability to achieve change in the Court’s practice unilaterally – Divergent perceptions and expectations of governments – Court’s responsiveness to governments’ concerns – Showing the importance of cautious, incremental changes to accommodate diverse governmental expectations on the role of the European Court of Human Rights


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