Conflict and satisfaction in distribution channels: Hotel operators' perspectives in Cambodia

<p>This study examines hoteliers’ perceptions of the level of satisfaction and sources of conflict with both traditional and online intermediaries (TI and OI) in Cambodia. It unveils the overall level of satisfaction of hoteliers with intermediaries in Cambodia, discusses the sources of conflict, and assesses whether there are differences in terms of the levels of satisfaction as well as sources of conflict between TI and OI. This study is focussed on the supply side, which is hoteliers. A mixed methods approach is used for this study and 42 hoteliers in Cambodia were interviewed in three different regions in Cambodia: Siem Reap, Phnom Penh, and Sihanoukville. The study found that the overall level of satisfaction of hoteliers with intermediaries is very positive. The overall level of satisfaction of hoteliers with TI such as travel agencies and tour operators is perceived as satisfactory between "Somewhat good" and "Extremely good". Similarly, the overall level of satisfaction of hoteliers with OI such as Booking.com, Expedia, Agoda, and Ctrip is also perceived as satisfactory ranging from "Somewhat good" to "Extremely good". The results also reveal that the most common sources of conflict with TI are price level-related conflict, payment-related conflict, and price-quality ratio-related conflict. The least common sources of conflict for TI were booking details-related conflict, commission-related conflict, and overbooking-related conflict. Likewise, the most frequent sources of conflict with OI are price level-related conflict, overbooking-related conflict, and complaint handling-related conflict and commission-related conflict, booking details-related conflict, and fulfillment of contract conditions-related conflict were the least frequent sources of conflict. Some differences were found for the level of satisfaction and sources of conflict in terms of hotel attributes and respondents' backgrounds. Regarding the level of satisfaction, differences were found in the case of hotel size and hotel age with TI. Concerning the sources of conflict, differences were found in terms of respondents’ nationalities, hotel category, hotel size, and hotel age. It is surprising to note that no statistical differences were found in the case of hotel location, ownership, and respondents’ job titles.</p>

Conflict and satisfaction in distribution channels: Hotel operators' perspectives in Cambodia

<p>This study examines hoteliers’ perceptions of the level of satisfaction and sources of conflict with both traditional and online intermediaries (TI and OI) in Cambodia. It unveils the overall level of satisfaction of hoteliers with intermediaries in Cambodia, discusses the sources of conflict, and assesses whether there are differences in terms of the levels of satisfaction as well as sources of conflict between TI and OI. This study is focussed on the supply side, which is hoteliers. A mixed methods approach is used for this study and 42 hoteliers in Cambodia were interviewed in three different regions in Cambodia: Siem Reap, Phnom Penh, and Sihanoukville. The study found that the overall level of satisfaction of hoteliers with intermediaries is very positive. The overall level of satisfaction of hoteliers with TI such as travel agencies and tour operators is perceived as satisfactory between "Somewhat good" and "Extremely good". Similarly, the overall level of satisfaction of hoteliers with OI such as Booking.com, Expedia, Agoda, and Ctrip is also perceived as satisfactory ranging from "Somewhat good" to "Extremely good". The results also reveal that the most common sources of conflict with TI are price level-related conflict, payment-related conflict, and price-quality ratio-related conflict. The least common sources of conflict for TI were booking details-related conflict, commission-related conflict, and overbooking-related conflict. Likewise, the most frequent sources of conflict with OI are price level-related conflict, overbooking-related conflict, and complaint handling-related conflict and commission-related conflict, booking details-related conflict, and fulfillment of contract conditions-related conflict were the least frequent sources of conflict. Some differences were found for the level of satisfaction and sources of conflict in terms of hotel attributes and respondents' backgrounds. Regarding the level of satisfaction, differences were found in the case of hotel size and hotel age with TI. Concerning the sources of conflict, differences were found in terms of respondents’ nationalities, hotel category, hotel size, and hotel age. It is surprising to note that no statistical differences were found in the case of hotel location, ownership, and respondents’ job titles.</p>

Cryptophyllium, the hidden leaf insects – descriptions of a new leaf insect genus and thirteen species from the former celebicum species group (Phasmatodea, Phylliidae)

While the leaf insects (Phylliidae) are a well-supported group within Phasmatodea, the genus Phyllium Illiger, 1798 has repeatedly been recovered as paraphyletic. Here, the Phyllium (Phyllium) celebicum species group is reviewed and its distinctiveness from the remaining Phylliini genera and subgenera in a phylogenetic context based on morphological review and a phylogenetic analysis of three genes (nuclear gene 28S and mitochondrial genes COI and 16S) from most known and multiple undescribed species is shown. A new genus, Cryptophylliumgen. nov., is erected to partially accommodate the former members of the celebicum species group. Two species, Phyllium ericoriaiHennemann et al., 2009 and Phyllium bonifacioi Lit &amp; Eusebio, 2014 morphologically and molecularly do not fall within this clade and are therefore left within Phyllium (Phyllium). The transfer of the remaining celebicum group members from Phyllium Illiger, 1798 to this new genus creates the following new combinations; Cryptophyllium athanysus (Westwood, 1859), comb. nov.; Cryptophyllium celebicum (de Haan, 1842), comb. nov.; Cryptophyllium chrisangi (Seow-Choen, 2017), comb. nov.; Cryptophyllium drunganum (Yang, 1995), comb. nov.; Cryptophyllium oyae (Cumming &amp; Le Tirant, 2020), comb. nov.; Cryptophyllium parum (Liu, 1993), comb. nov.; Cryptophyllium rarum (Liu, 1993), comb. nov.; Cryptophyllium tibetense (Liu, 1993), comb. nov.; Cryptophyllium westwoodii (Wood-Mason, 1875), comb. nov.; Cryptophyllium yapicum (Cumming &amp; Teemsma, 2018), comb. nov.; and Cryptophyllium yunnanense (Liu, 1993), comb. nov. The review of specimens belonging to this clade also revealed 13 undescribed species, which are described within as: Cryptophyllium animatumgen. et sp. nov. from Vietnam: Quang Nam Province; Cryptophyllium bankoigen. et sp. nov. from Vietnam: Quang Ngai, Thua Thien Hue, Da Nang, Gia Lai, Quang Nam, and Dak Nong Provinces; Cryptophyllium bollensigen. et sp. nov. from Vietnam: Ninh Thuan Province; Cryptophyllium daparogen. et sp. nov. from China: Yunnan Province; Cryptophyllium echidnagen. et sp. nov. from Indonesia: Wangi-wangi Island; Cryptophyllium faulknerigen. et sp. nov. from Vietnam: Quang Ngai and Lam Dong Provinces; Cryptophyllium icarusgen. et sp. nov. from Vietnam: Lam Dong and Dak Lak Provinces; Cryptophyllium khmergen. et sp. nov. from Cambodia: Koh Kong and Siem Reap Provinces; Cryptophyllium limogesigen. et sp. nov. from Vietnam: Lam Dong, Dak Lak, and Dak Nong Provinces; Cryptophyllium liyananaegen. et sp. nov. from China: Guangxi Province; Cryptophyllium nuichuaensegen. et sp. nov. from Vietnam: Ninh Thuan Province; Cryptophyllium phamigen. et sp. nov. from Vietnam: Dong Nai and Ninh Thuan Provinces; and Cryptophyllium wennaegen. et sp. nov. from China: Yunnan Province. All newly described species are morphologically described, illustrated, and molecularly compared to congenerics. With the molecular results revealing cryptic taxa, it was found necessary for Cryptophyllium westwoodii (Wood-Mason, 1875), comb. nov. to have a neotype specimen designated to allow accurate differentiation from congenerics. To conclude, male and female dichotomous keys to species for the Cryptophylliumgen. nov. are presented.