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This study proposes a new framework for business process improvement (BPI) by identifying areas of improvement based on customer complaints.

The proposed framework comprises several stages. The first stage captures the voice of customer (VoC) in the form of customer complaints. The complaints are processed using text mining and sentiment analysis. Negative sentiments indicate areas for improvement by matching words with SERVQUAL dimensions. The FMEA method is used to identify business processes that need to be improved.

The opposing quality dimensions of SERVQUAL can be incorporated into a database for later identifying consumer complaints. FMEA can be used to identify potential failures in aspects that correspond to consumer complaints; therefore, improvement areas can be identified. The proposed framework, applied to a garment manufacturer, shows that the SERVQUAL dimensions, which were originally intended for service companies, can be adapted to manage customer complaints to support BPI in manufacturing companies.

The framework can be used by either the manufacturing or service industries to handle customer complaints and use the complaint analysis results to identify improvement areas to avoid the same complaints occurring in the future.

In this study, the construction of a database based on the SERVQUAL dimension to match sentiment results, where negative sentiment indicates improvement, and the use of FMEA to indicate specific business processes that should be improved is novel and has not yet been proposed by previous studies.

The continuous evolution of the UAE necessitates adapting to the dynamic nature of facilities management (FM) and construction sectors. Therefore, this study explores the current asset maintenance management (AMM) practices and FM teams' roles in the early stages of planning.

Twenty semi-structured interviews with 13 FM experts and 7 construction professionals (consultants, managers, directors, engineers) in the UAE were conducted. Data were analyzed thematically and validated by the triangulation method.

The study unveiled a disconnection between the FM and construction sectors in the UAE, unlike the global markets. Interviewees highlighted several areas that could benefit from improved collaboration between these sectors, including data transfer, space planning, design review, sustainability practices and energy savings, maintainability, defects liability period (DLP) and lifecycle cost (LCC) and budget estimation and feasibility. Additionally, the most frequently reported barriers to the collaborative approach were the immaturity of FM in comparison to the construction sector (60%) and the lack of awareness of technology (50%). Raising awareness on the importance of early FM involvement was voted the most as a solution to the barriers identified (70%). Interviewees further emphasized the crucial role of building information modeling (BIM) in fostering this collaboration.

The study’s originality lies in its focus on the UAE’s regional context and the use of qualitative insights from experts to understand the nuanced interactions between FM and construction, providing an in-depth analysis of local collaborative practices.

This study investigates the service quality dimensions of hotel resorts in renowned beach destinations of Thailand. It also explores the relationship between review text sentiment expressed in online platforms and the satisfaction ratings provided for those reviews.

The study employs a two-step analysis approach: first, supervised and unsupervised machine learning via support vector machine (SVM) and latent Dirichlet allocation (LDA) are used to identify service quality dimensions, and second, SmartPLS with PROCESS macro is applied to analyze the moderating roles of quality signals and reviewer’s experience on the relationship between sentiment and satisfaction rating. The dataset comprises 102,179 online reviews from TripAdvisor, focusing on 187 selected hotels rated from 3 to 5 stars.

Eight service quality dimensions were identified, including leisure activities, tangibles and surroundings, reliability, responsiveness, service process, food, empathy and ambience. The study underscores that the service process stands as the sole dimension exhibiting negative sentiment. Furthermore, the analysis revealed a robust positive association between sentiment of review texts and satisfaction, and reviewers’ experience and brand affiliation influenced the relationship between customer sentiment and satisfaction.

Hotel managers should focus efforts on maintaining tangible aspects while enhancing existing service quality level of other dimensions, particularly those related to intangible elements. Independent hotels might implement quality audit to ensure that service quality gaps are monitored.

This study contributes an examination of the moderating roles of quality signals and reviewer’s experience on the relationship between review sentiment and satisfaction rating in online reviews.

As innovative household products, social home robots have a significant impact on the interactive consumer experience. However, prior research on consumer intentions to use such robots has rarely considered the configuration perspective. The present study examines how consumers balance the key benefits and risks created by these robots and explores how key influential factors jointly influence usage intention from a configuration perspective.

We adopted a hybrid research design. In Study 1, a thematic analysis was conducted to derive a conceptual framework reflecting the interplay of key factors influencing usage intention. In Study 2, a fuzzy set qualitative comparative analysis (fsQCA) was applied to reveal how these factors jointly shape usage intention.

Equifinal configurations of antecedent conditions (i.e. emotional and instrumental support beliefs, concerns about informational and relational privacy risks, self-construal and anthropomorphic design) led to usage intention. Additionally, four distinct benefit-risk trade-off patterns emerged across individuals.

This study highlights the need to examine robot adoption in interactive marketing, particularly in the service domain. It has implications in the context of commercializing social home robots, emphasizing the potential of leveraging social home robots to enhance interactive consumer experiences and foster close connections with consumers.

We developed a neoconfigurational model to obtain a comprehensive understanding of social home robot acceptance in domestic settings, highlighting its implications for consumer–robot interactions and advancing research in interactive marketing.

Employing the extended Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) framework, this study examines the potential differences between two groups of hotel guests – business and leisure travelers – in terms of factors influencing their intention to purchase hotel products on Douyin (TikTok) in China.

Data gathered from 700 Chinese hotel guests was analyzed using partial least squares-structural equation modeling (PLS-SEM) and multigroup analysis (MGA).

The MGA results reveal that three newly added variables – personalization, perceived interactivity and perceived creativity – significantly influence the purchase intention of leisure travelers but not business travelers. Regarding the conventional UTAUT2 variables, leisure travelers are more influenced by hedonic motivation and price value in their purchasing decisions. In contrast, performance expectancy and effort expectancy have a greater impact on the decision-making process of business travelers than their leisure counterparts.

Theoretically, this paper is among the first to explore traveler types as moderators in the purchase of hotel products on Douyin. Practically, the findings offer valuable guidance for hotel marketers aiming to leverage Douyin to promote hotel products to these two different traveler segments.

Instead of using “one-size-fits-all” strategies, hotel managers should design marketing strategies that address the diverse needs of business and leisure travelers on Douyin. By implementing this strategy, they can effectively attract target customers and, in turn, increase hotel revenue.

This study expands the UTAUT2 framework and contributes to the scarce knowledge about the differences between business and leisure travelers regarding the relative importance of factors that influence their purchase intention for hotel products on Douyin among business and leisure travelers.

Purpose: This chapter aims to review and brief the role of Strategic Corporate Social Responsibility (SCSR) in the tourism industry, targeting its impact on the performance and sustainability of the tourism industry. This chapter seeks to provide insights into how SCSR can lead to a positive transformation and competitive advantage.

Methodology: The chapter incorporates a brief literature review to examine current trends, hurdles, and benchmarking in the implementation of SCSR in the tourism industry. Comparative analysis and recent literature are used to extract valuable results and implications for effective tourism management.

Research limitations: The current chapter has limited potential biases in the selection of literature and the evolving nature of CSR in the tourism sector. Future research is required to check the developments in tourism and CSR.

Results: This chapter shed light on the complex association between the performance of CSR and business in the tourism industry, highlighting the importance of governance qualities and new initiatives for achieving financial sustainability.

Originality/value: This chapter adds valuable insights to the existing literature by shedding light on the most recent literature on SCSR in the tourism industry and provides inputs for setups looking for sustainability.

As companies start using virtual reality (VR) for managing their workforce, it's important to think about the rules and morals involved. This book chapter looks closely at the legal and ethical aspects of using VR in human resource management (HRM). It examines the rapidly developing field of VR technology in HRM, emphasising the complex moral and legal issues it raises. VR is rapidly transforming human resources (HR) practices by providing innovative recruitment tools, remote collaboration platforms and immersive training experiences. However, at the same time, VR presents important concerns about discrimination, privacy and consent. Using case studies, ethical guidelines and regulatory frameworks as resources, this chapter breaks down important factors that businesses using VR in HR scenarios need to take into account. It also governs about the ethical questions, such as fairness, diversity and making sure that the employees feel respected. It explores how VR might create biases or unfairness in hiring or evaluating employees. It deliberates legal issues like keeping personal data safe, respecting intellectual property and following employment laws. Furthermore, it explains how VR can be used to monitor employees or train them and the ethical questions that come with it.

In short, this book chapter stresses the importance of considering both legal rules and ethical principles when using VR for HRM. By doing so, companies can benefit from VR while making sure they treat their employees fairly and respectfully.

This study explores features that impact consumers' purchase intention through artificial intelligence (AI), because it is believed that through artificial intelligence, consumers' intention to purchase grows significantly, especially in the retail sector, whereby retailers provide lucrative offers to motivate consumers. The study develops a theoretical framework based on media-richness theory to investigate the role of perceived anthropomorphism toward an intention to purchase products using AI.

The study is based on cross-sectional data through an online survey. The data have been analyzed using PLS-SEM and SPSS PROCESS macro.

The results show that consumers tend to demand anthropomorphized products to gain a better shopping experience and, therefore, demand features that attract and motivate them to purchase through artificial intelligence via mediating variables, such as perceived animacy and perceived intelligence. Moreover, trust in artificial intelligence moderates the relationship between perceived anthropomorphism and perceived animacy.

The study investigates and concludes with managerial and academic insights into consumer purchase intention through artificial intelligence in the retail and marketing sector.

This article explores the main elements of co-participation in health, examining how community engagement can improve health outcomes and health services’ overall efficiency. It aims to discuss and identify key features that facilitate co-participation strategies in service delivery and health program implementation.

The authors conducted a general literature review to comprehensively explore the role of co-participation in health, drawing on scientific literature and real-world examples to identify key factors that contribute to successful health interventions. A total of 50 published resources were included, and a descriptive analysis was performed, focusing on summarizing existing literature and highlighting key themes and practical strategies. Documents were selected from publications dated between 2004 and 2024.

Community participation is presented as a critical factor in improving population health outcomes. The examined initiatives promote the idea that community integration into the design and implementation of health programs increases treatment adherence, users' health perception and improved health outcomes. Several strategies and approaches are presented as key tools to adequately integrate community engagement such as community empowerment, government decentralization and incorporation of technology, among others.

Coparticipation in health improves health outcomes and promotes greater equity and social justice. Involving citizens in health decision-making contributes to improving the quality of life and well-being of the community. Empowering patients’ decision-making not only builds one’s self-agency in health decision-making but also simultaneously facilitates closing the gaps in healthcare service delivery due to large shortages in the health workforce around the world. This has further implications for overall health systems’ financing, efficiency and sustainability.

This research has social implications as it underscores how community participation is essential for fostering equity, justice and inclusivity within health systems.

This article offers an innovative perspective on the role of partnership in achieving good health outcomes, highlighting the importance of adapting interventions to local contexts, the need for sustainable financing and the inclusion of a wide range of actions toward participation.

This paper aims to offer the first known synthesis of peer-reviewed literature on trade-based money laundering (TBML). Given the topic is in its nascent stage yet gaining prominence across scholarship and practice, this foundation is pertinent for future TBML research.

A systematic literature review was undertaken with a formulaic search string. Both qualitative (thematic) and quantitative (meta) analysis methods were used to illustrate the findings.

The systematic literature review, using qualitative and quantitative synthesis, led to a thematic categorization of extant TBML literature into four categories: TBML risk assessment, TBML detection, the role of professionals and understanding of TBML. Due to the limited number of studies, insights that can be drawn from the extant literature on the best way to combat TBML are also limited.

As the first systematic literature review on TBML, this study identified that the existing TBML literature has focused on increasing the understanding of the phenomenon in terms of its definition and mechanisms, detection, linkage with other crimes, such as organized crime and terrorism financing, and risk assessment frameworks. The originality of these findings lies in identifying areas future researchers might explore to broaden the academic literature.