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Available. Open Access. Open Access
Article
Publication date: 8 February 2024

Ana Isabel Lopes, Edward C. Malthouse, Nathalie Dens and Patrick De Pelsmacker

Engaging in webcare, i.e. responding to online reviews, can positively affect consumer attitudes, intentions and behavior. Research is often scarce or inconsistent regarding the…

1973

Abstract

Purpose

Engaging in webcare, i.e. responding to online reviews, can positively affect consumer attitudes, intentions and behavior. Research is often scarce or inconsistent regarding the effects of specific webcare strategies on business performance. Therefore, this study tests whether and how several webcare strategies affect hotel bookings.

Design/methodology/approach

We apply machine learning classifiers to secondary data (webcare messages) to classify webcare variables to be included in a regression analysis looking at the effect of these strategies on hotel bookings while controlling for possible confounds such as seasonality and hotel-specific effects.

Findings

The strategies that have a positive effect on bookings are directing reviewers to a private channel, being defensive, offering compensation and having managers sign the response. Webcare strategies to be avoided are apologies, merely asking for more information, inviting customers for another visit and adding informal non-verbal cues. Strategies that do not appear to affect future bookings are expressing gratitude, personalizing and having staff members (rather than managers) sign webcare.

Practical implications

These findings help managers optimize their webcare strategy for better business results and develop automated webcare.

Originality/value

We look into several commonly used and studied webcare strategies that affect actual business outcomes, being that most previous research studies are experimental or look into a very limited set of strategies.

Details

Journal of Service Management, vol. 35 no. 6
Type: Research Article
ISSN: 1757-5818

Keywords

Available. Open Access. Open Access
Article
Publication date: 12 July 2023

Patrick Arthur and Samuel Koomson

There is evidence of country-level contextual variations regarding the benefits of practical experience acquired by students during higher education. This paper, therefore…

3601

Abstract

Purpose

There is evidence of country-level contextual variations regarding the benefits of practical experience acquired by students during higher education. This paper, therefore, analyses the benefits of student internships in the Ghanaian context.

Design/methodology/approach

In Study 1, two structured but distinct surveys were distributed to senior members and students of six specialised technical education institutions (TIs). Study 2 involved in-depth interviews with the heads of organisations in the tertiary education sector, including trade groups, industries and government agencies.

Findings

Internship provides soft skills, confidence, career development, sense of responsibility, employability, income, knowledge sharing and networking for students/interns. For TIs, it contributes to the professional development of faculty supervisors and helps them to update the content they teach. For employers, it unveils talented and promising students who can be employed immediately after graduation at a relatively cheaper cost.

Research limitations/implications

There is still the need for additional research in different contexts: both developed and developing economies to clear doubts on the controversies surrounding the relevance of internship in the 21st century.

Practical implications

TIs should continue to champion student internship programmes. This study highlights the need for employers to place internship students in areas that relate to their fields of study. It also underscores the need for students to embrace internship since it is the cornerstone to their employability in the labour market.

Social implications

Undeniably, student internships provide a critical platform for career beginners.

Originality/value

This paper contributes to knowledge by offering contextual literature in Ghana on the benefits of student internship programme for interns/students, TIs and employers, all together.

Details

PSU Research Review, vol. 8 no. 3
Type: Research Article
ISSN: 2399-1747

Keywords

Available. Open Access. Open Access
Article
Publication date: 15 November 2005

Charles-Henri Fredouet and Patrick Le Mestre

Implementations of inter-organizational networks are common, following a growing diversity of cooperative modes between the independent companies associated in these…

186

Abstract

Implementations of inter-organizational networks are common, following a growing diversity of cooperative modes between the independent companies associated in these networks.

Their scientific analysis has recently intensified, attention to network structures obviously including the study of the way their performance can be measured. Although academic research has mostly dealt with the performance of the network’s members, the concern of this article is rather with the performance of the global network.

Among the numerous forms of existing inter-organizational networks, maritime port communities are complex organizations which have to deal with operational synchronization, strategic cohesiveness and global performance measurement problems.

This article therefore mainly describes a port performance measurement system (PPMS): built in a predominantly empirical research context, the performance model and the associated measurement indicators illustrate the kind of network-level dedicated, performance control systems, on which port communities need to rely when designing their global strategy.

Details

Journal of International Logistics and Trade, vol. 3 no. 2
Type: Research Article
ISSN: 1738-2122

Keywords

Available. Open Access. Open Access
Article
Publication date: 10 December 2024

Hariharan Ravi and Vedapradha Radhakrishna

The primary objective of this study was to aggregate and synthesize existing research findings in the realm of educational financing considering the adoption of educational…

123

Abstract

Purpose

The primary objective of this study was to aggregate and synthesize existing research findings in the realm of educational financing considering the adoption of educational technology (EdTech).

Design/methodology/approach

The study involves the application of the Preferred Reporting Items for Systematic Reviews and Meta-Analysis Model, considering the journal articles from the last 10 years (2013 through 2023) obtained from the EBSCO and Emerald Insight databases to perform a systematic literature review.

Findings

EdTech has given institutions new sources of income. The demand for online courses, credentials and other digital learning tools is rising, opening up new revenue potential for schools. Take-now-pay-post-placement is a new business model for the upskilling sector that enables learners to enroll in pertinent upskilling courses and pay back once they are placed (at a higher salary).

Originality/value

The development of technology has significantly lowered the overall educational cost, democratized access to education and empowered people to take charge of their education regardless of their location or socioeconomic status. With technology acting as a potent instrument to facilitate learning and close access barriers to education, this trend is expected to continue.

Details

Higher Education Evaluation and Development, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-5789

Keywords

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