Venkateswarlu Nalluri, Kai-Fu Yang, Long-Sheng Chen and Tzung-Yu Kevin Yang
The Bed and Breakfast (B&B) enterprises generally lack sufficient human resources and time to conduct research on important social media marketing factors for visitors’…
Abstract
Purpose
The Bed and Breakfast (B&B) enterprises generally lack sufficient human resources and time to conduct research on important social media marketing factors for visitors’ satisfaction and visitors’ intentions. Therefore, this study aims to provide crucial social media marketing and factors and service quality elements for improving customer satisfaction and customer loyalty in B&B sectors. This study also provides some recommendations for attracting more visitors and increasing customer satisfaction and customer loyalty through social media.
Design/methodology/approach
First, social media marketing factors and service quality elements were identified through the systematic literature review. Then these identified factors and elements were used to design a survey questionnaire for collecting data. The research data included responses of 64 B&B enterprises and 625 customers. The collected data was analyzed by feature selection approaches including Decision Tree algorithm and Information Gain to identify the key factors for improving customer satisfaction and customer loyalty.
Findings
The findings of this study determined that featured choice is an important social media marketing factor, and assurance is the common service quality element for both B&B enterprises and their customers in terms of satisfaction and loyalty.
Originality/value
This study adds a value to the growing literature on customer satisfaction and loyalty in B&B sectors by exploring key social media marketing factors and service quality elements. The study reveals several implications for theories and practices. The findings hopefully help B&B enterprises better social media marketing with less workforce and budget.
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Yan-Kai Fu, Weilun Huang and Chin-Nung Liao
The purpose of this paper is to evaluate the hotel selection problem of airlines for their hotel and airline alliance (HAA) to develop potential customers of airlines. This paper…
Abstract
Purpose
The purpose of this paper is to evaluate the hotel selection problem of airlines for their hotel and airline alliance (HAA) to develop potential customers of airlines. This paper will propose a hybrid mathematics evaluation model to help airline to select an optimal hotel with both qualitative and quantitative criteria.
Design/methodology/approach
To solve the hotel selection problem of airlines for their HAA, this paper focuses on the implementation of the NGT, Fuzzy TOPSIS and MCGP models in the hotel selection process. Initially, the NGT was used to create HAA decision-making criteria based on the literature review and expert opinions, and it was found that scale and scope possibility, brand value, tourism attraction, operating cost and industrial conditions are the most important criteria. Later, the Fuzzy TOPSIS method was used to obtain the general normalized fuzzy preference and to compute the closeness coefficients of each alternative hotel with respect to each criterion. Third, five tangible constraints were incorporated into the Fuzzy TOPSIS-MCGP model to calculate the optimal hotel with LINGO software.
Findings
Airline managers can use the proposed model to form a clear view of how to choose the most suitable hotel to cooperate with to outperform their competitors. Having access to this information allows airline managers to take steps to perform better and improve the performance of the partnership, helping them to gain more confidence in their decision-making capabilities while reducing investment risks.
Originality/value
This is the first paper that has adopted Fuzzy TOPSIS-MCGP to select hotel for their HAA from the airline’s point of view. The major contributions of this study are as follows: an efficient and simple evaluation framework is proposed for handling vagueness and uncertainty in real-world hotel selection problems; the advancement of treating uncertainty in the MCDM process; the fuzzy TOPSIS-MCGP method is extended for such problems, taking into account tangible and intangible criteria; airline managers can now make decisions in choosing to select the best hotel for their HAA that meets the airline's business goals and passenger demands; hotel operators are flexible in selecting their airline partnership, thus creating greater profit for both parties.
饭店和航空公司之间横向联盟的选择模型:NGT, fuzzy TOPSIS和MCGP方法的综合应用
目的
本文的主要目的是在协助驾驶评估酒店选择的问题, 并通过由酒店与航空公司的合作联盟HAA, 开发整合的潜在客户。评估模型, 以帮助航空公司选择同时满足定性和定量标准的最佳酒店。
设计/方法/方法
这些研究集中在规模和范围的可能性, 品牌价值, 旅游吸引上力, 运营成本和产业条件上。第二个步骤是日期近似近似最佳解排序技术(fuzzy TOPSIS)计算每家替代酒店与理想解决方案的接近度系数。规划方法(MCGP)选择最佳酒店, 同时选择方法同时考虑酒店的定性和定量标准, 并且从未在酒店选择文献中被采用过。
结果
为了帮助评估评估合适的酒店和建立合作联盟, 因此本文提出了NGT-Fuzzy TOPSIS-MCGP模型, 以帮助决策的决策者实现替代的酒店。在此模型中, 决策者通过最后, 在名目人群技术(NGT)确定客观的酒店选择规范, 然后他们可以根据模糊近似最佳解排序技术(TOPSIS)确定标准权重, 并计算模糊的TOPSIS-MCGP模型中, 决策制定者可以使用多选择目标规划(MCGP), 通过设定每个目标的期望水准寻找最佳酒店。
原创/价值
这是第一篇以航空的角度, 同时采用模糊TOPSIS-MCGP方法选择合适的酒店的论文。本文最主要的贡献是: 1. 提出了一种有效而简单的评估框架, 用于处理现实世界中酒店选择问题中的模糊性和不确定性。2. 在处理MCDM过程中不确定性方面的进展;模糊TOPSIS-MCGP方法针对此类问题进行了扩展, 同时考虑了有形和无形的标准。3. 航空公司经理现在可以做出决定, 选择适合其HAA的最佳酒店, 借以满足航空公司的业务目标以及乘客的需要。4. 酒店运营商可以灵活选择航空公司合作伙伴关系, 从而为双方创造更大的利润。
关键词
饭店, 航空公司, 名目人群技术(NGT), 最佳解排序技术(TOPSIS), 多选择目标规划(MCGP), 横向联盟
El modelo de selección Para alianzas horizontales entre hoteles y aerolíneas (Haa): una aplicación integrada de los métodos NGT, fuzzy TOPSIS y MCGP
Objetivo
El objetivo principal de este documento es evaluar el problema de selección de hoteles de las aerolíneas para su HAA (hotel airline alliance) a fin de desarrollar clientes potenciales para las aerolíneas. Este documento propondrá un modelo híbrido de evaluación matemática para ayudar a la aerolínea a seleccionar un hotel óptimo con criterios cualitativos y cuantitativos.
Diseño/metodología/enfoque
Para resolver el problema de selección de hoteles de las aerolíneas para su HAA, este documento se centra en la implementación de los modelos NGT, Fuzzy TOPSIS y MCGP en el proceso de selección de hoteles. Inicialmente, el NGT se utilizó para crear criterios de toma de decisiones de HAA basados en la revisión de la literatura y las opiniones de expertos, y se descubrió que la escala y la posibilidad de elección, el valor de la marca, la atracción turística, los costes operativos y las condiciones industriales son los criterios más importantes. Posteriormente, se utilizó el método Fuzzy TOPSIS para obtener la preferencia fuzzy general y normalizada y calcular los coeficientes de cercanía de cada hotel alternativo con respecto a cada criterio. En tercer lugar, se incorporaron cinco restricciones tangibles al modelo Fuzzy TOPSIS-MCGP para calcular el hotel óptimo con el software LINGO.
Resultados
Los gerentes de aerolíneas pueden usar el modelo propuesto para tener una visión clara de cómo elegir el hotel más adecuado para colaborar con el fin de superar a sus competidores. Tener acceso a esta información permite a los gerentes de las aerolíneas tomar medidas para gestionar mejor y mejorar el resultado de la alianza, lo que les ayuda a ganar más confianza en su capacidad de toma de decisiones y al mismo tiempo reducir los riesgos de inversión.
Originalidad/valor
Este es el primer documento que adopta el modelo Fuzzy TOPSIS-MCGP para seleccionar un hotel para su HAA desde el punto de vista de la aerolínea. Las principales contribuciones de este estudio son las siguientes: 1. Se propone un marco de evaluación eficiente y simple para manejar la imprecisión y la incertidumbre en los problemas de selección de hoteles del mundo real. 2. El avance del tratamiento de la incertidumbre en el proceso MCDM; extiende el método fuzzy TOPSIS-MCGP a tales problemas, teniendo en cuenta criterios tangibles e intangibles. 3. Los gerentes de aerolíneas ahora pueden tomar decisiones al elegir el mejor hotel para su HAA que cumpla con los objetivos comerciales de la aerolínea y las demandas de los pasajeros. 4. Los operadores de hoteles son flexibles en la selección de su asociación de aerolíneas, creando así mayores ganancias para ambas partes.
Palabras clave:
Hotel, Aerolínea, Técnica de grupo nominal (NGT), Técnica Para el orden de preferencia por similitud a solución real (TOPSIS), Programación de objetivos de opción múltiple (MCGP), Alianza horizontal
Tipo de papel
Trabajo de investigación
Details
Keywords
Yan-Kai Fu and Ya-Ju Wang
The main purpose of this study was to investigate how the experiential value of lodging tourists affected the relationship between authentic happiness and behavioural intention.
Abstract
Purpose
The main purpose of this study was to investigate how the experiential value of lodging tourists affected the relationship between authentic happiness and behavioural intention.
Design/methodology/approach
A purposive sampling technique was adopted for Taiwanese tourists with lodging experience during the 2017 Taipei International Travel Fair; and utilises confirmatory factor analysis (CFA), and structural equation modelling (SEM) to validate the suitability of questionnaire items, model fit, and the proposed hypotheses.
Findings
The results demonstrated that experiential value significantly and positively influenced authentic happiness. The mediating effect of authentic happiness through which experiential value enhances behavioural intention of lodging tourists was also found to exist.
Originality/value
This study provides a novel approach which presents experiential value as the antecedent variable, authentic happiness as the mediator, and behavioural intention as the dependent variable, in order to better understand tourists’ lodging decision-making processes and behaviours and this approach is considered an advancement within the literature.
目的
本研究最主要的目的是在调查台湾住宿游客的体验价值如何影响真实快乐与行为意图之间的关系。
设计/方法/方法
本研究采用目的抽样, 选取2017年台北国际旅展中有住宿经验的台湾游客为问卷受测对象, 并使用验证性因素分析(CFA)及结构方程模型(SEM)来验证模型的适合度及所提出的研究假设。
结果
研究结果显示体验价值显著正向影响真实快乐, 同时也发现真实快乐的中介效果显著存在, 透过真实快乐的中介, 体验价值可以增强住宿游客的行为意图。
创意/价值
本研究提供一种新颖的途径, 将体验价值做为前因变数、真实快乐视为中介变数、及行为意图做为依变数, 以利于清楚了解游客的住宿决策过程和行为, 同时该途径在文献上被视为是一种进步。
Propósito
El objetivo principal de este estudio fue investigar cómo el valor experiencial de los turistas de alojamiento afectó la relación entre la felicidad auténtica y la intención de comportamiento.
Diseño/metodología/enfoque
Se adoptó una técnica de muestreo intencional para los turistas taiwaneses con experiencia de alojamiento durante la Feria Internacional de Viajes de Taipei 2017; utilizando el análisis factorial confirmatorio (CFA) y el modelado de ecuaciones estructurales (SEM) para validar la idoneidad de los ítems del cuestionario, el ajuste del modelo y las hipótesis propuestas.
Resultados
Los resultados demostraron que el valor experiencial influyó de manera significativa y positiva en la felicidad auténtica. También se descubrió que el efecto mediador de la felicidad auténtica a través del cual el valor experiencial mejora la intención conductual de los turistas de alojarse.
Originalidad/valor
Este estudio proporciona un enfoque novedoso que presenta el valor experiencial como la variable antecedente, la felicidad auténtica como mediador y la intención de comportamiento como la variable dependiente, para comprender mejor los procesos y comportamientos de toma de decisiones de alojamiento de los turistas, y este enfoque se considera un avance dentro de la literatura.
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This study aims to examine the mediating and moderating processes that link airline brand image to passenger loyalty through perceived value.
Abstract
Purpose
This study aims to examine the mediating and moderating processes that link airline brand image to passenger loyalty through perceived value.
Design/methodology/approach
The research participants were Taiwanese passengers with experience travelling abroad by air. Structural equation modelling and multigroup analysis were used to investigate the effect of airline brand image and perceived value on the loyalty of passengers using full-service and low-cost carriers.
Findings
For both airline types, airline brand image had a significant and positive effect on passenger perceived value. Perceived value had a significant and positive effect on passenger loyalty, perceived value was a crucial mediator and airline type was not a key moderator in the model.
Originality/value
In this study, focusing on the perspective of Taiwanese passengers, a conceptual model of the factors that lead to passenger loyalty, with a focus on brand image, was developed. This paper contributes to the literature and application field by examining the mediating effect of perceived value and the moderating role of airline type in the aviation industry; on the basis of the results, potential recovery strategies for airlines in the post-COVID-19 era are provided.
目的
本研究檢驗透過知覺價值將航空公司品牌形象與乘客忠誠度連結起來的中介和調節過程。
設計/方法/途徑
受訪者是曾經有搭乘飛機出國旅行經驗的台灣乘客。本研究採用結構方程模式和多群組分析進行驗證, 分別從搭乘全服務型航空與低成本航空的乘客探討航空公司品牌形象和知覺價值對乘客忠誠行為的影響。
結果
不論是就全服務型航空或低成本航空而言, 航空公司品牌形象對乘客知覺價值都具有顯著的正向影響, 知覺價值對乘客忠誠行為同樣具有顯著的正向影響; 知覺價值是一個重要的中介變數, 而航空公司類型不是關鍵的調節變數。
獨創性/價值
在這項以台灣乘客的視角為重點的研究中, 開發了一個以品牌形象為重點的導致乘客忠誠度因素的概念模型。本研究通過檢驗知覺價值的中介作用和航空公司類型在航空業中的調節作用, 為文獻和應用領域做出了貢獻; 最後根據研究結果, 提供後疫情時代航空公司的潛在恢復策略。
Propósito
este estudio examinó los procesos de mediación y moderación que vinculan la imagen de marca de la aerolínea con la lealtad de los pasajeros a través del valor percibido.
Diseño/metodología/enfoque
los participantes de la investigación eran pasajeros taiwaneses con experiencia en viajes al extranjero por vía aérea. Se emplearon modelos de ecuaciones estructurales y análisis multigrupo para investigar el efecto de la imagen de marca de la aerolínea y el valor percibido en la lealtad de los pasajeros que utilizan líneas aéreas de servicio completo y de bajo costo.
Hallazgos
para ambos tipos de aerolíneas, la imagen de marca de la aerolínea tuvo un efecto significativo y positivo en el valor percibido por los pasajeros. El valor percibido tuvo un efecto significativo y positivo en la lealtad de los pasajeros, el valor percibido fue un mediador crucial y el tipo de aerolínea no fue un moderador clave en el modelo.
Originalidad/valor
En este estudio centrado en la perspectiva de los pasajeros taiwaneses, se desarrolló un modelo conceptual de los factores que conducen a la lealtad de los pasajeros, con un enfoque en la imagen de marca. Este documento contribuye al campo de la literatura y la aplicación al examinar el efecto mediador del valor percibido y el papel moderador del tipo de aerolínea en la industria de la aviación; Sobre la base de los resultados, se proporcionan posibles estrategias de recuperación para las aerolíneas en la era posterior a la COVID-19.
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Yen-Chun Chen, Yung-Cheng Shen, Crystal Tzu-Ying Lee and Fu-Kai Yu
The purpose of this paper is to develop and validate a multidimensional hierarchical scale for measuring “e-service quality variation.”
Abstract
Purpose
The purpose of this paper is to develop and validate a multidimensional hierarchical scale for measuring “e-service quality variation.”
Design/methodology/approach
Based on the psychometric scale-development approach, qualitative and quantitative methods were employed to develop the e-SERVAR scale. A multidimensional hierarchical factor structure of e-SERVAR is proposed, along with a set of preliminary items derived from literature and the qualitative study. Furthermore, the Yahoo website in Taiwan was chosen to be the target e-service website for data collection to develop the e-SERVAR scale. A series of statistical methods (i.e. item-to-total correlations, exploratory factor analyses, CFAs and structural equation modeling) were adopted to verify construct reliability and validity as well as nomological validity of the scale.
Findings
A 41-item e-SERVAR scale based on the structure of a hierarchical factor model was developed that contains three primary dimensions (i.e. information, system and fulfillment) and nine subdimensions (information accuracy, information quantity, information timeliness, information usefulness, system reliability, system security, merchandise quality, merchandise delivery timeliness and merchandise security).
Practical implications
The results of this study help managers identify sources of quality variability and design efficacious strategies to reduce such variability in order to improve the overall e-service quality.
Originality/value
Prior research of e-service quality has paid less attention to the role of e-service quality variability. Discussion of e-service quality variability was mainly conceptual in nature. This research presents the e-SERVAR scale as a measurement tool that provides a new avenue for researchers to study how to improve e-service quality by measuring service variability.
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Hui Cheng, Run‐Xiao Wang, Yuan Li and Kai‐Fu Zhang
Assembly variations, which will propagate along the assembly process, are inevitable and difficult to analyze in Aeronautical Thin‐Walled Structures (ATWS) assembly. The purpose…
Abstract
Purpose
Assembly variations, which will propagate along the assembly process, are inevitable and difficult to analyze in Aeronautical Thin‐Walled Structures (ATWS) assembly. The purpose of this paper is to present a new method for analyzing the variation propagation of ATWS with automated riveting.
Design/methodology/approach
The paper addresses the variation propagation model and method by first, forming a novel Stage‐State model to represent the process of automated riveting. Second, the effect of positioning error on assembly variation is defined as propagation variation (PV), and propagation matrix of key characteristic points (KCP) is discussed. Third, the effect between the variations in each stage is defined as expansion variation (EV). According to the analysis of mismatch error and the reference transformation, the expansion matrix is formed.
Findings
The model can solve the variation propagation problem of ATWS with automated riveting efficiently, which is shown as an example of this paper.
Practical implications
The variation obtained by the model and method presented in this paper is in conformity with the variation measured in experiments.
Originality/value
The propagation variation and expansion variation is proposed for the first time, and variations are studied according to novel propagation matrix and expansion matrix.
Details
Keywords
Hui Cheng, Yuan Li, Kai‐Fu Zhang, Chao Luan, Yan‐Wu Xu and Ming‐Hui Li
An appropriate fixture layout can decrease the assembly variation of Aeronautical Thin‐Walled Structure (ATWS) substantially. The purpose of this paper is to develop a fixture…
Abstract
Purpose
An appropriate fixture layout can decrease the assembly variation of Aeronautical Thin‐Walled Structure (ATWS) substantially. The purpose of this paper is to develop a fixture layout method to minimize variation.
Design/methodology/approach
The paper uses genetic algorithm and ants algorithm (GAAA) to optimize the fixture layout by first, analyzing the “N‐2‐1” positioning principle of ATWS riveting, and then developing a hierarchical fixture layout model to represent the base points and locating points of ATWS. Second, information of base points and locating points is coded as gene and chromosome, according to a special coding rule and the fixture layout model. The fitness is also defined by the assembly variation of key characteristic points (KCPs). Third, the genetic and ants manipulations are discussed individually, and the two parts are connected by threshold value of the probability for chromosome in the genetic manipulation.
Findings
The method can solve the fixture layout problem of ATWS with automated riveting efficiently, which is shown as an example in this paper.
Practical implications
The assembly variation is decreased by using the method presented in this paper according to the variation comparison.
Originality/value
The hierarchical fixture layout model is proposed for the first time in this paper and base points and locating points are optimized successfully by the GAAA.
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This paper examines the methodical and highly efficacious manner in which China deployed its comprehensive AI (artificial intelligence) strategy to significantly stymie the spread…
Abstract
Purpose
This paper examines the methodical and highly efficacious manner in which China deployed its comprehensive AI (artificial intelligence) strategy to significantly stymie the spread of COVID-19 across the country.
Design/methodology/approach
This study deploys a case-study approach, supported by the literature on existing and emerging AI and related technologies.
Findings
The onset of the COVID-19 pandemic has revealed to the world the remarkable progress China has made in AI and its accompanying ecosystem. More importantly, this outlier event demonstrates the surgical, hybridised manner in which China has utilised these emerging technologies in containing its spread (i.e. “AI Epidemiological Targeting”) and set itself on the path to unleashing their full potential (i.e. “AI Symbiosis Paradigm”). Nonetheless, China still needs to harness its rapidly advancing AI prowess in identifying COVID-19's pathogenesis and developing a proven vaccine.
Originality/value
This study presents a pioneering effort to analyse the deployment of AI and its ecosystem in the “war” against COVID-19.
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Satyadev Rosunee and Roshan Unmar
Manufacturing in Mauritius is mostly export-oriented. Any supply chain (SC) failure or resilience deficit may result in cancellation of orders and loss of customers, market share…
Abstract
Manufacturing in Mauritius is mostly export-oriented. Any supply chain (SC) failure or resilience deficit may result in cancellation of orders and loss of customers, market share and revenue and reduce capability to compete globally. Addressing this challenge is complex, although digital technologies and artificial intelligence (AI) models can improve resilience by assisting decision-making and mitigate risks, thus infusing greater predictability across the SC.
Supply chains are facing increasing disruptions and uncertainties owing to extreme weather events, the war in Ukraine, market volatility and the ongoing COVID-19 pandemic, among other factors. Manufacturing industries and their supply chains essentially create thousands of jobs that enable economic growth and sustain export capability. In addition, they need to maintain or increase both productivity and efficiency and recover quickly from unforeseen or unexpected challenges – that is they need to be resilient. Transformation initiatives, whether in production or supply chain management (SCM), are never easy. Process changes not supported by data or hurried human decisions can sometimes have unintended consequences, mainly adverse. However, in times of greater uncertainty (war and pandemic), setbacks can have greater consequences on the business. Manufacturers are already apprehensive and report slowing exports as recession concerns have caused consumers and businesses to pull back on spending. There is therefore a need to reduce uncertainty and augment resilience by unlocking and synthesising insights that emanate from the power of data analytics, AI and machine learning to improve the resilience efficiency balance.
This chapter will discuss the opportunities arising from the adoption and implementation of digital technologies and AI in SCM, leading to better value creation, less greenhouse gas emissions and resilience. The hurdles that enterprises are facing to integrate AI in their logistics and SCs will also be highlighted. This work comments on initiatives that uphold the objectives of SDG 8 – decent work and economic growth, SDG 9 – industry, innovation & infrastructure and SDG 13 – climate action.