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This paper aims to uncover various types of jaycustomer behaviors, causes of the behaviors and employees’ handling approaches in casinos, which is an underresearched sector in the literature.

Using critical incident technique (CIT), the researchers prompted 52 casino employees in Macao to recall critical incidents about jaycustomer behavior that they had encountered. The informants, then, described the circumstances that led up to the situation, the responses of customers and how they and their colleagues handled the situation. Content analysis was used to develop the categories.

The findings of this study report 9 categories of jaycustomer behaviors, 9 causes of the behaviors and 12 handling approaches. Different from previous findings, breaking a promise and instigation are identified for the first time. Such causes as a losing experience and superstition are specific to the casino industry. Strict handling approaches are rarely adopted to handle jaycustomers, especially the premium customers.

Casino operators are recommended to ensure that employees are well-trained and provide clear guidelines on handling jaycustomers. Conniving approaches should be re-evaluated. Seeking support from other personnel has to be tactical. Moreover, customers should be educated to reduce their misunderstanding of gaming and transaction procedures.

There has been increasing scholarly focus on jaycustomer behaviors. However, very less is known regarding such behaviors, their causes and employees’ handling approaches in casino, a sector which is different from other hospitality sectors. The current study unveiled jaycustomer behaviors which have not been found in previous studies and causes which are specific to the casino sector.

This study aims to conceptualize the potential stimuli and consequences of perceived yuanfen in the accommodation service encounter by interpreting how Chinese customers perceive yuanfen during their stay in accommodations.

Online accommodation reviews containing yuanfen perception were interpreted using a grounded theory approach. Group interviews were conducted to verify the interpretations.

Positive outcome-generated emotional accommodation experiences (e.g. happiness) can elicit perceived yuanfen, which then evokes customers’ feelings of gratitude, emotional attachment to an accommodation and memorable accommodation experiences. Also, perceived yuanfen facilitates customers’ tolerance of service failures and promotes customers’ intention to stay longer at, recommend and revisit the accommodation.

This study contributes to the literature on accommodation experiences, loyalty, word-of-mouth and service recovery. Future research can explore the interventions that trigger Chinese customers’ perceived yuanfen during accommodation.

This study informs practitioners of the importance of perceived yuanfen in enhancing accommodation experiences and service recovery. Moreover, the conceptualized characteristics and stimuli of perceived yuanfen offer possible guidelines for practitioners on how to stimulate customers’ yuanfen perception.

This study fills the gap of how perceived yuanfen functions in the service encounters in accommodations.

This study aims to develop an employee competency model for integrated resorts (IRs) in Macau through insights gleaned from IR professionals and to investigate whether any differences emerge in competency perception between IR professionals and college and high school students.

A mixed-method approach was adopted to answer the research questions. The Delphi approach was used, and four IR experts were invited to refine components of the IR competency for the survey questionnaire. Quantitative data were collected from 596 IR professionals and college/high school students. Fisher’s least significant difference test was used to test the competency gaps between groups. Qualitative interviews were conducted with 12 respondents to gather their comments on the survey results.

The IR competency model consists of 15 critical competencies. A strong work ethic and customer service orientation were ranked as important attributes of employee competency among the four target groups. A mismatch in IR competency perceptions emerged among IR managers, employees and students.

The IR competencies can serve as a pragmatic reference for IRs in terms of employee recruitment and training. This model can also serve as a guideline to ensure the alignment between IR industry needs and the course offerings in higher education institutions in Macau.

The IR competencies contribute to resolving human capital issue challenging Macau’s IRs and provide insights for Macau’s IR stakeholders to improve the IR workforce development.

The purpose of this study is to propose a destination-level framework incorporating subjective and overall assessments of residents’ quality of life (QOL) and visitors’ quality of experience (QOE) as a means for managing optimum levels of visitor volume at destinations.

The proposed framework is empirically tested and applied using a large-scale survey of residents and visitors across a four-year time span in Macao, a Special Administrative Region of China that counts among the smallest and densest city-states in the world and which has borne the full force of extraordinary rapid tourism growth in recent years.

The study’s findings suggest that subjective assessments of residents’ QOL and visitors’ QOE interact and must be considered together when assessing sustainable levels of tourism at the level of a destination.

The study’s value lies in its use of a large-scale survey across a four-year time span to empirically validate theorized maximal values of QOL assessments from the point of view of residents as well as quality of visiting experience from the point of view of visitors. This finding lays future groundwork for more robust management of tourism growth in destinations.

–The paper originated in challenges trying to theorize and research practices and processes of actors engaged in transnational activities for business and everyday life. Key concern was the assumption that actors’ identities remain the same regardless of time/space. While intersectional analysis once seemed a reasonable analytical approach the authors wondered about starting from identity-based categorical schemes in a world where mobility may be ever more the ontological status of everyday experiences and social structuring. Thus, the paper addresses limitations of intersectional analysis in such situations and advances its recasting via mobile conceptualizations, redressing its analytical purchase for contemporary subject formation.

Discusses emergence of intersectionality at a particular point in time, its success and proliferation, and more recent critiques of these ideas. Develops alternative conceptualization – mobile subjectivities – via literatures on mobilities in the context of globalization. Illustrates the value of these arguments with ethnographic examples from a multi-sited ethnographic project and analyses. Concludes by examining implications for new feminist theorizations under neoliberalism and globalization.

Observing the constitution of a “mobile selfhood” in actual transnational business activities is a step toward making sense of complex processes in contemporary subject formation under globalized market neoliberalism.

“Mobile subjectivities” suggest that analyses of oppression and subordination must be ongoing, no matter which “new subjectivities” may appear under “the latest regime.”

Theoretical and empirical analyses facilitated a reconceptualization of intersectionality as a mobile, precarious, and transitory accomplishment of selfhood temporarily fixed by the neoliberal rhetoric of “choice” and “self-empowerment.” This is of particular value for understanding transnational practices and processes of contemporary organizational actors.

This paper aims to clarify opportunities for collaborative interactions between cooperating teachers (CTs) and preservice teachers (PTs) in practice-based teacher preparation programs (TPPs). The study aimed to explore the discursive moves that facilitate collaboration between one CT and PT.

Grounded in the critical sociocultural theory, this study applied a qualitative microanalytic approach to the study of coaching interactions for the purpose of understanding why and how collaborative discourse developed between a CT and a PT.

This study of discourse moves within collaborative coaching interactions revealed collaborative interactions developed from strategic repositioning of social roles, which created space for authentic problem-posing by both the CT and the PT, and the co-construction of teaching events, which supported more specific planning toward future lessons; and routine and appreciative use of observational data created space for co-construction and co-inquiry.

This study illuminated the complex social and discursive dance embedded within collaborative interactions. The findings also suggested that the project of co-constructing curriculum with someone is a powerful and necessary experience for a PT because it is through this co-construction that PTs learn how to design meaningful curriculum and critically reflect on practice.

This study offers new understandings around how collaborative talk in educational discourse transpires and why providing opportunities for PTs to take a more active role in their own learning is important.

The purpose of this paper is to explore some of the ethical and practical dilemmas faced by an experienced researcher in undertaking research with a person with dementia (whom we have called Amy). Amy died shortly after a period of observation had ended and the family subsequently consented to the data being shared.

This individual case study presentation was nested within a larger study conducted in England and Scotland between 2013 and 2014. The overall aim of the main study was to investigate how healthcare professionals and informal carers recognised, assessed and managed pain in patients living with dementia in a range of acute settings.

The presented case study of Amy raises three critical reflection points: (i) Researcher providing care, i.e. the place and positioning of compassion in research observation; (ii) What do the stories mean? i.e. the reframing of Amy's words, gestures and behaviours as (end of) life review, potentially highlights unresolved personal conflicts and reflections on loss; and (iii) Communication is embodied, i.e. the need to move beyond the recording of words to represent lived experience and into more multi-sensory methods of data capture.

Researcher guidance and training about end of life observations in dementia is presently absent in the literature and this case study stimulates debate in a much overlooked area, including the role of ethics committees.

This paper aims to describe research work to create an innovative, and intelligent solution for energy efficiency optimisation.

A novel approach is taken to energy consumption monitoring by using ambient intelligence (AmI), extended data sets and knowledge management (KM) technologies. These are combined to create a decision support system as an innovative add-on to currently used energy management systems. Standard energy consumption data are complemented by information from AmI systems from both environment-ambient and process ambient sources and processed within a service-oriented-architecture-based platform. The new platform allows for building of different energy efficiency software services using measured and processed data. Four were selected for the system prototypes: condition-based energy consumption warning, online diagnostics of energy-related problems, support to manufacturing process lines installation and ramp-up phase, and continuous improvement/optimisation of energy efficiency.

An innovative and intelligent solution for energy efficiency optimisation is demonstrated in two typical manufacturing companies, within one case study. Energy efficiency is improved and the novel approach using AmI with KM technologies is shown to work well as an add-on to currently used energy management systems.

The decision support systems are only at the prototype stage. These systems improved on existing energy management systems. The system functionalities have only been trialled in two manufacturing companies (the one case study is described).

A decision support system has been created as an innovative add-on to currently used energy management systems and energy efficiency software services are developed as the front end of the system. Energy efficiency is improved.

For the first time, research work has moved into industry to optimise energy efficiency using AmI, extended data sets and KM technologies. An AmI monitoring system for energy consumption is presented that is intended for use in manufacturing companies to provide comprehensive information about energy use, and knowledge-based support for improvements in energy efficiency. The services interactively provide suggestions for appropriate actions for energy problem elimination and energy efficiency increase. The system functionalities were trialled in two typical manufacturing companies, within one case study described in the paper.