Quality of feedback to e-mail requests - an explorative study in alpine tourism destinations

The central aim of our project is to explore the handling of e-mail request from customers by tourist organisations and to explain the perceived behaviour. For this purpose, we designed a qualitative empirical study which consists basically of two stages. The first stage consists of a black-box test where we employ the setting of a qualitative experiment to measure the behaviour of the organisation to an e-mail request. The second stage comprises a with-box test where we want to look into the tourist organizations and analyse the relevant information processes. This study should give as some insight in the internal processing of e-mail requests and thus should help to explain the reactions that we registered.

Non-comparative versus Comparative Advertising of Quality

Two firms produce a good with a horizontal and a vertical character- istic called quality. The difference in the unobservable quality levels determines how the firms share the market. We consider two scenar- ios: In the first one, firms disclose quality; in the second one, they send costly signals thereof. Under non-comparative advertising a firm advertises its own quality, under comparative advertising a firm adver- tises the quality differential. In either scenario, under comparative ad- vertising the firms never advertise together which they may do under non-comparative advertising. Moreover, under comparative advertis- ing firms do not advertise when the informational value to consumers is small.

Scheduling in service systems: an application in the event-tourism industry

This paper deals with an event-bus tour booked by Bollywood film fans. During the tour, the participants visit selected locations of famous Bollywood films at various sites in Switzerland. Moreover, the tour includes stops for lunch and shopping. Each day, up to five buses operate the tour; for organizational reasons, two or more buses cannot stay at the same location simultaneously. The planning problem is how to compute a feasible schedule for each bus such that the total waiting time (primary objective) and the total travel time (secondary objective) are minimized. We formulate this problem as a mixed-integer linear program, and we report on computational results obtained with the Gurobi solver.