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The purpose of this paper is to examine the key practical factors that confront global businesses as they attempt to improve all aspects of their operations including emerging areas of the customer experience. The paper focuses on the way various organisational capabilities such as information systems/information technology have been adopted in order to provide an enhanced operational and strategic control over key areas of business.

The paper adopts a case‐based participation observation study which explores the global operations of a major restaurant brand. This approach enables it to explore several concepts which examine the behaviour of global operations at a time of major change.

The paper has focused on the application of change principles in the restaurant and hospitality industry and its importance for business performance and marketing strategy. The paper shows how adapting business strategy to incorporate key cultural sensitivities can pay major dividends for organisations. This strategy appears to be contrary to the general approach of standardisation adopted by other franchises in this key market sector.

It will be necessary to increase the range of this research to ensure any real certainty regarding its implications.

The paper identifies a number of interesting changes to preconceived ideas of standardising product portfolios in the restaurant sector. It shows the need for a balanced “mix” of menu products to satisfy local and national requirements.

The purpose of this paper is to design a smart handheld device with force regulating function, which demonstrates the concept of patient-specialized tools.

This handheld device integrates an electrical bioimpedance (EBI) sensor for tissue measurement and a constant force regulation mechanism for ensuring stable tool–tissue contact. Particular focuses in this study are on the design of the constant force regulation mechanism whose design process is through genetic algorithm optimization and finite element simulation. In addition, the output force can be changed to the desired value by adjusting the cross-sectional area of the generated spring.

The following two specific applications based on ex vivo tissues are used for evaluating the designed device. One is in terms of safety of interaction with delicate tissue while the other is for compensating involuntary tissue motion. The results of both examples show that the handheld device is able to provide an output force with a small standard deviation.

In this paper, a handheld device with force regulation mechanism is designed for specific patients based on the genetic algorithm optimization and finite element simulation. The device can maintain a steady and safe interaction force during the EBI measurement on fragile tissues or moving tissues, to improve the sensing accuracy and to avoid tissue damage. Such functions of the proposed device are evaluated through a series of experiments and the device is demonstrated to be effective.

This chapter describes five disciplinary domains of research or lenses that contribute to the design of a team tutor. We focus on four significant challenges in developing Intelligent Team Tutoring Systems (ITTSs), and explore how the five lenses can offer guidance for these challenges. The four challenges arise in the design of team member interactions, performance metrics and skill development, feedback, and tutor authoring. The five lenses or research domains that we apply to these four challenges are Tutor Engineering, Learning Sciences, Science of Teams, Data Analyst, and Human–Computer Interaction. This matrix of applications from each perspective offers a framework to guide designers in creating ITTSs.

This study aims to explore the hidden connectivity among words by semantic network analysis, further identify salient factors accounting for customer satisfaction of coffee shops through analysis of online reviews and, finally, examine the moderating effect of business types of coffee shops on customer satisfaction.

Two typical major procedures of big data analytics in the hospitality industry were adopted in this research: one is data collection and the other is data analysis. In terms of data analysis, frequency analysis with text mining, semantic network analysis, CONCOR analysis for clustering and quantitative analysis with dummy variables were performed to dig new insights from online customer reviews both qualitatively and quantitatively.

Different factors were extracted from online customer reviews contributing to customer satisfaction or dissatisfaction, and among these factors, the brand-new factor “Sales event” was examined to be significantly associated with customer satisfaction. In addition, the moderating effect of business types on the relationship between “Value for money” and customer satisfaction was verified, indicating differences between customers from different types of coffee shops.

The present study broadened the research directions of coffee shops by adopting online customer reviews through relative analytics. New dimensions such as “Sales event” and detailed categorization of “Coffee quality”, “Interior” and “Physical environment” were revealed, indicating that even new cognition could be generated with new data source and analytical methods. The industry professionals could develop their decision-making based on information from online reviews.

The present study used online reviews to understand coffee shop costumer experience and satisfaction through a set of analytical methods. The textual reviews and numeric reviews were concerned simultaneously to unearth qualitative perception and quantitative data information for customers of coffee shops.

本研究的目的在于通过网络评论分析了解网络评论中关键词之间的隐含联系, 然后探究影响咖啡店顾客满意度的因素, 最后验证不同咖啡店经营类型的调节作用。

本研究使用文本挖掘的频率分析、语义网络分析、聚类分析和通过虚拟变量进行的定量分析, 从网络评论中挖掘对咖啡店行业的新见解。此外, 还检验了咖啡店经营类型的调节作用。

从网络评论中提取影响顾客满意度的不同因素, 探索出“销售活动”对顾客满意度的显著影响。同时, 相较于连锁咖啡店, 独立经营咖啡店对“物有所值”到顾客满足度的关系具有调节作用。  

本研究通过使用相关的分析方法对顾客网络评论进行分析, 拓宽了咖啡店研究的方向。研究结果发现“销售活动”和“咖啡品质”的细分等新方面, 揭示了利用新的数据源和分析方法可以为相关产业提供全新的认知。本研究的研究结果表明行业从业者可以根据顾客网络评论来制定相应的营销策略。

本研究利用网络顾客评论及相关分析方法, 了解顾客咖啡店体验及满意度。本研究同时利用文本评论和数字评论来挖掘和分析咖啡店顾客的定性感知和定量数据信息。

关键词咖啡店 在线顾客评论 文本挖掘 语义网络分析 经营类型

文章类型： 研究型论文

Este estudio intenta explorar las relaciones encubiertas de palabras, mediante el análisis de redes semánticas, pero aún más, identificar los factores destacados que explican la satisfacción de los clientes de las cafeterías a través del análisis de reseñas online y, por último, examinar el efecto moderador de los tipos de negocios de cafeterías en la satisfacción al cliente.

En esta investigación se adoptaron dos procedimientos principales de análisis de “Big Data” en la industria hotelera, uno es la recopilación de datos y el otro es el análisis de datos. En términos de análisis de datos, se efectuó un análisis de frecuencia con minado de texto (text mining), análisis de red semántica, análisis CONCOR para agrupamiento y análisis cuantitativo con variables ficticias para extraer nuevas perspectivas de las reseñas de los clientes online, tanto cualitativa como cuantitativamente.

Diferentes factores fueron extraídos de las reseñas de clientes online que contribuyen a la satisfacción o insatisfacción de estos y, entre estos factores, se examinó que el nuevo factor “Evento de Ventas” está significativamente asociado con la satisfacción al cliente. Además, se verificó el efecto moderador de los tipos de negocios entre la relación de “Valor por Dinero” y la satisfacción del cliente, indicando las diferencias entre los clientes de distintos tipos de cafeterías.

El presente estudio amplia la perspectiva de investigación de las cafeterías, al adoptar las reseñas de clientes online a través de un análisis relativo. Se revelaron nuevas dimensiones como “Evento de Ventas” y la categorización detallada de la “Calidad del Café”, “Interior” y “Entorno Físico”, lo que indica que se podría generar una nueva cognición con una nueva fuente de datos y métodos analíticos. Los profesionales de la industria podrían llevar a cabo la toma de decisiones en función de la información obtenida a través de las reseñas en línea.

El presente estudio utilizó reseñas de clientes online para comprender la experiencia y satisfacción de los clientes de las cafeterías a través de un conjunto de métodos analíticos. Las revisiones numéricas y de texto se tomaron en cuenta simultáneamente para revelar la percepción tanto cualitativa como cuantitativa de la información de los clientes de las cafeterías.

Cafetería, Reseñas de clientes online, Minado de texto, Análisis de redes semánticas, Tipos de negocios

Trabajo de investigación

Challenge-based learning (CBL) has gained acceptance as a contemporary and progressive teaching pedagogy that provides a holistic and inclusive experience to learners in higher education (HE) institutions. However, its lack of appeal to non-STEM subjects and the need for further development, particularly concerning improved approaches, have been recognized. It seems that CBL runs the risk of becoming a portmanteau pedagogy that blends aspects of problem-based learning, project-based learning, and situated learning, as opposed to its development as an effective pedagogy tool. This points to a lack of a formal implementation framework, code of practice, and standard procedures for its delivery. We argue that blending a design thinking (DT) pedagogy with CBL can potentially provide the stability that CBL currently lacks. At the same time, it also presents a more inclusive proposition to potential non-STEM audiences. Thus, in this chapter, we seek to interrogate the intersectionality between CBL and DT literature in the context of HE teaching and learning with a view of establishing CBL as a pedagogy in its own right. We attempt to achieve this by systematically analyzing the separate literature to reveal the synergies and common touchpoints.

Knowledge management (KM) capability plays an important role in the promotion of firm performance in the knowledge economy era. However, empirical evidence on how KM capability affects firm performance is still limited. The study therefore aims to explore the impacts of internal and external KM capabilities on firm performance via the parallel mediation of efficiency-centered and novelty-centered business model innovations (BMIs).

The authors empirically analyzed a survey data of 295 Chinese innovative enterprises by applying partial least squares structural equation modeling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA).

According to the results of PLS-SEM, the relationship between internal KM capability and firm performance is not significant, instead it is fully mediated by efficiency-centered and novelty-centered BMIs. External KM capability can directly and positively affect firm performance, while the relationship is also partially mediated by BMIs. Furthermore, the authors recognized the antecedent conditions for high-level and low-level firm performance by fsQCA analysis, which substantiate the above findings.

It not only enriches the literature that links KM and innovation management but also contributes to the new theoretical perspective on firm sustainable growth. Methodologically, it combines symmetric and asymmetric analyses together. Additionally, it provides some insights for managers to understand how KM capability drives firm performance through BMI.

Sociology of sport in China has evolved from being an “exotic” subject to a localized subject over the past 35 years. It is closely associated with social changes, sports policy and athletic achievement of China. As a discipline of humanitarian and social sciences of sport, it is taught in virtually all universities with sports majors. There are about 500 scholars specializing in sport sociology in the country. Textbooks written by Chinese and foreign scholars are published. Academic papers on sport sociology are often published in the 15 accredited core sports journals. The most productive authors are from universities and the developed provinces and municipalities. The established research areas of sport sociology are extensive. These include national identity, athlete mobility, Olympic legacy, sport for all, sports industry issues, feminist studies, community sport, sport for the aged and disabled, etc. However, there are few studies with critical analysis and only a few in the areas of sport and religion, sport and race, and deviance in sport in China. Various kinds of financial support at different levels are available in the country. Empirical research is common with literature review, questionnaire, case study, and interview being the most frequently used methods. However, sport sociology is not considered as a major topic but as a research direction and it is not accepted widely by mainstream sociology. The future of sport sociology is promising, but not without challenges.

In accordance with the traditional ranking of “scholar, farmer, artisan and merchant” in China, entrepreneurs are characterized as having lower social status, and are driven by face consciousness to engage in conspicuous consumption. Education is not only a human capital investment but also a conspicuous consumption good. This study aims to investigate how entrepreneurial households manage their education expenditure differently from non-entrepreneurial households and what the underlying mechanism is.

Using Chinese Household Finance Survey 2011 data, this study empirically examines the education expenditure differentials between entrepreneurial and non-entrepreneurial households. Regression analyses on matched samples are carried out and the results are quite robust across different model specifications.

On the basis of the empirical analysis, this study finds that entrepreneurial households annually spend 19.30 per cent more on education than non-entrepreneurial households. The empirical results provide no evidence that education generates a greater increase in income for entrepreneurial households than for their non-entrepreneurial counterparts, which indicates that the education expenditure differentials do not result from different income returns to education. The findings show that education is a conspicuous good and the gap in education expenditure is partially attributable to different demands for the conspicuous consumption, which results from different face consciousness between the two kinds of households.

The results of this study reveal the significance and economic consequences of face consciousness for entrepreneurial households from the perspective of education.

Carbon trading mechanism has been adopted to foster the green transformation of the economy on a global scale, but its effectiveness for the power industry remains controversial. Given that energy-related greenhouse gas emissions account for most of all anthropogenic emissions, this paper aims to evaluate the effectiveness of this trading mechanism at the plant level to support relevant decision-making and mechanism design.

This paper constructs a novel spatiotemporal data set by matching satellite-based high-resolution (1 × 1 km) CO₂ and PM_2.5 emission data with accurate geolocation of power plants. It then applies a difference-in-differences model to analyse the impact of carbon trading mechanism on emission reduction for the power industry in China from 2007 to 2016.

Results suggest that the carbon trading mechanism induces 2.7% of CO₂ emission reduction and 6.7% of PM_2.5 emission reduction in power plants in pilot areas on average. However, the reduction effect is significant only in coal-fired power plants but not in gas-fired power plants. Besides, the reduction effect is significant for power plants operated with different technologies and is more pronounced for those with outdated production technology, indicating the strong potential for green development of backward power plants. The reduction effect is also more intense for power plants without affiliation relationships than those affiliated with particular manufacturers.

This paper identifies the causal relationship between the carbon trading mechanism and emission reduction in the power industry by providing an innovative methodology for identifying plant-level emissions based on high-resolution satellite data, which has been practically absent in previous studies. It serves as a reference for stakeholders involved in detailed policy formulation and execution, including policymakers, power plant managers and green investors.