Recovering from other-customer-caused failure: the effect on focal customer complaining

In the high-contact restaurant context, customers frequently “overstay,” which negatively influences focal customers waiting for tables. We examine service recovery of this failure, otherwise termed an other-customer-caused failure (OCCF) by restaurants, and its influence on focal customer complaint intentions to the organization, namely vent and voice. OCCFs are commonplace and can have a damaging effect on service organizations, and thus need to be managed; yet empirical examination of their recovery is scarce. We address this by testing the effect of the recovery actions of wait comfort, service-worker effort, and apology on focal customers’ vent and voice complaint intentions. We found that these recovery actions interact complexly. Wait comfort is obligatory in reducing customer complaints, while effort and apology are substitutable when a comfortable wait is provided. This is an important contribution, as wait comfort has not previously been examined as a recovery action.

Crowdsourcing customer needs for product design using text analytics

In product design and engineering, identifying customer needs is the foundation for designing and producing a successful product. Traditionally, a range of techniques have been employed to elicit customer needs. A relatively new technique for identifying customer needs is ‘crowdsourcing’. An emerging area of research is the crowdsourcing of customer needs from online product review sites. This paper proposes a simple process for crowdsourcing customer needs for product design using text analytics. The analysis/visualization method is presented in detail. The text content of online customer reviews for a popular product is collected and processed using text analytics software. A published case study identifying expressed customer needs for the same generic product, collected via conventional means, is used to successfully validate the findings from the text analytics method.

An empirical study of user perceived usefulness and preference of open learner model visualisations

Many higher education institutions have reformed their academic programmes to adopt unit learning outcomes. It is essential for effective learning management tools to support this fundamental transformation. We see the need for a tool that provides visualisations of Open Learner Models (OLM) and associated e-portfolio content to guide students in achieving intended learning outcomes, help evidence their learning andkeep them engaged in their study. OLMs surface the relationship between learning activities and tasks, formative and summativeassessment, and intended learning outcomes. We have developedand validated a set of candidate visualisations for such OLMs. We report key findings from our study in terms of potential users’ feedback on our tool’s support for tracking learning progress against learning outcomes. Our findings can inform and refine learning management systems.

Acceptance of smartphone-based mobile shopping:mobile benefits, customer characteristics, perceived risk and the impact of application context

Despite their generally increasing use, the adoption of mobile shopping applications often differs across purchase contexts. In order to advance our understanding of smartphone-based mobile shopping acceptance, this study integrates and extends existing approaches from technology acceptance literature by examining two previously underexplored aspects. Firstly, the study examines the impact of different mobile and personal benefits (instant connectivity, contextual value and hedonic motivation), customer characteristics (habit) and risk facets (financial, performance, and security risk) as antecedents of mobile shopping acceptance. Secondly, it is assumed that several acceptance drivers differ in relevance subject to the perception of three mobile shopping characteristics (location sensitivity, time criticality, and extent of control), while other drivers are assumed to matter independent of the context. Based on a dataset of 410 smartphone shoppers, empirical results demonstrate that several acceptance predictors are associated with ease of use and usefulness, which in turn affect intentional and behavioral outcomes. Furthermore, the extent to which risks and benefits impact ease of use and usefulness is influenced by the three contextual characteristics. From a managerial perspective, results show which factors to consider in the development of mobile shopping applications and in which different application contexts they matter.

Understanding the town centre customer experience (TCCE)

This research enhances the understanding of consumer behaviour and customer experience in the context of town centres. First, it defines town centre customer experience (TCCE) as a multifaceted journey that combines interactions with a diverse range of public and private organisations, including retailers and social and community elements; this results in a unique experience co-created with the consumer across a series of functional and experiential touchpoints. Second, combining qualitative and quantitative insights, this research reveals a series of specific functional and experiential TCCE touchpoints, which underpin the consumer internal response (motivation to visit) and outward behaviour (desire to stay and revisit intentions) in the town centre. In addition to enhancing town centre and customer experience knowledge, these findings offer important new insights to those managing town centres and seeking to retain customer loyalty in the high street. Above all, these findings can help identify the touchpoints that need to be reinforced and/or improved to differentiate a town from its competing centres and to create tailored marketing strategies. Taken together, such initiatives have the potential to positively impact the revitalisation of the high street and the town centre economy.

Preference inference based on Pareto models

In this paper, we consider Preference Inference based on a generalised form of Pareto order. Preference Inference aims at reasoning over an incomplete specification of user preferences. We focus on two problems. The Preference Deduction Problem (PDP) asks if another preference statement can be deduced (with certainty) from a set of given preference statements. The Preference Consistency Problem (PCP) asks if a set of given preference statements is consistent, i.e., the statements are not contradicting each other. Here, preference statements are direct comparisons between alternatives (strict and non-strict). It is assumed that a set of evaluation functions is known by which all alternatives can be rated. We consider Pareto models which induce order relations on the set of alternatives in a Pareto manner, i.e., one alternative is preferred to another only if it is preferred on every component of the model. We describe characterisations for deduction and consistency based on an analysis of the set of evaluation functions, and present algorithmic solutions and complexity results for PDP and PCP, based on Pareto models in general and for a special case. Furthermore, a comparison shows that the inference based on Pareto models is less cautious than some other types of well-known preference model.

Exploring psychometric properties of the SF-6D, a preference-based health-related quality of life measure, in the context of spinal cord injury

PURPOSE: The validity of the SF-6D, a preference-based measure of health-related quality of life, is not well explored in the context of spinal cord injury (SCI). The aim of this analysis was to assess appropriate measurement properties of the SF-6D in a sample of individuals living with SCI. METHODS: Longitudinal data from the Rick Hansen Spinal Cord Injury Registry were used. Responses to the 36-item short-form health survey were transformed into SF-6D utility scores. We investigated practicality, floor and ceiling effects, and responsiveness to change. Responsiveness to change was explored using three different anchors that reflected changes in self-reported health, functional independence, and life satisfaction. Discriminative validity was assessed by ten a priori defined hypotheses, with a distinction made between 'strong' and 'weak' hypotheses. RESULTS: Three hundred and fifty-eight individuals with SCI were included in this analysis. Practicality was deemed acceptable based on a completion rate of 94%. The SF-6D showed low responsiveness to detect important health changes over time, and differences in responsiveness were found between individuals with paraplegia and tetraplegia. All five strong hypotheses and three weak hypotheses were confirmed. CONCLUSION: The SF-6D demonstrated good practicality and discriminative validity in this sample. The failure to detect self-reported and clinically important health changes requires further consideration. Comparative performance of the SF-6D (i.e., how the SF-6D performs against other preference-based measures) is unknown in the SCI context and requires further research.

Perceptions of individuals living with spinal cord injury toward preference-based quality of life instruments : a qualitative exploration

BACKGROUND: Generic preference-based health-related quality of life instruments are widely used to measure health benefit within economic evaluation. The availability of multiple instruments raises questions about their relative merits and recent studies have highlighted the paucity of evidence regarding measurement properties in the context of spinal cord injury (SCI). This qualitative study explores the views of individuals living with SCI towards six established instruments with the objective of identifying 'preferred' outcome measures (from the perspective of the study participants). METHODS: Individuals living with SCI were invited to participate in one of three focus groups. Eligible participants were identified from Vancouver General Hospital's Spine Program database; purposive sampling was used to ensure representation of different demographics and injury characteristics. Perceptions and opinions were solicited on the following questionnaires: 15D, Assessment of Quality of Life 8-dimension (AQoL-8D), EQ-5D-5L, Health Utilities Index (HUI), Quality of Well-Being Scale Self-Administered (QWB-SA), and the SF-36v2. Framework analysis was used to analyse the qualitative information gathered during discussion. Strengths and limitations of each questionnaire were thematically identified and managed using NVivo 9 software. RESULTS: Major emergent themes were (i) general perceptions, (ii) comprehensiveness, (iii) content, (iv) wording and (v) features. Two sub-themes pertinent to content were also identified; 'questions' and 'options'. All focus group participants (n = 15) perceived the AQoL-8D to be the most relevant instrument to administer within the SCI population. This measure was considered to be comprehensive, with relevant content (i.e. wheelchair inclusive) and applicable items. Participants had mixed perceptions about the other questionnaires, albeit to varying degrees. CONCLUSIONS: Despite a strong theoretical underpinning, the AQoL-8D (and other AQoL instruments) is infrequently used outside its country of origin (Australia). Empirical comparative analyses of the favoured instruments identified in this qualitative study are necessary within the context of spinal cord injury.

Relative preference-based recommender systems

This study investigates the problem of making recommendations to users, such as recommending a movie. Several novel models are proposed to make accurate recommendations by analyzing both the explicit and implicit data. Experiment results have confirmed improvements over state-of-the-art models.

Aggregation and consensus for preference relations based on fuzzy partial orders

We propose a framework for eliciting and aggregating pairwise preference relations based on the assumption of an underlying fuzzy partial order. We also propose some linear programming optimization methods for ensuring consistency either as part of the aggregation phase or as a pre- or post-processing task. We contend that this framework of pairwise-preference relations, based on the Kemeny distance, can be less sensitive to extreme or biased opinions and is also less complex to elicit from experts. We provide some examples and outline their relevant properties and associated concepts.

Preference relation-based Markov Random Fields for recommender systems

A preference relation-based Top-N recommendation approach is proposed to capture both second-order and higher-order interactions among users and items. Traditionally Top-N recommendation was achieved by predicting the item ratings first, and then inferring the item rankings, based on the assumption of availability of explicit feedback such as ratings, and the assumption that optimizing the ratings is equivalent to optimizing the item rankings. Nevertheless, both assumptions are not always true in real world applications. The proposed approach drops these assumptions by exploiting preference relations, a more practical user feedback. Furthermore, the proposed approach enjoys the representational power of Markov Random Fields thus side information such as item and user attributes can be easily incorporated. Comparing to related work, the proposed approach has the unique property of modeling both second-order and higher-order interactions among users and items. To the best of our knowledge, this is the first time both types of interactions have been captured in preference-relation based methods. Experimental results on public datasets demonstrate that both types of interactions have been properly captured, and significantly improved Top-N recommendation performance has been achieved.

"When I saw walking I just kind of took it as wheeling": interpretations of mobility-related items in generic, preference-based health state instruments in the context of spinal cord injury

Background : In health economic analyses, health states are typically valued using instruments with few items per dimension. Due to the generic (and often reductionist) nature of such instruments, certain groups of respondents may experience challenges in describing their health state. This study is concerned with generic, preference-based health state instruments that provide information for decisions about the allocation of resources in health care. Unlike physical measurement instruments, preference-based health state instruments provide health state values that are dependent on how respondents interpret the items. This study investigates how individuals with spinal cord injury (SCI) interpret mobility-related items contained within six preference-based health state instruments.

Methods : Secondary analysis of focus group transcripts originally collected in Vancouver, Canada, explored individuals’ perceptions and interpretations of mobility-related items contained within the 15D, Assessment of Quality of Life 8-dimension (AQoL-8D), EQ-5D-5L, Health Utilities Index (HUI), Quality of Well-Being Scale Self-Administered (QWB-SA), and the 36-item Short Form health survey version 2 (SF-36v2). Ritchie and Spencer’s ‘Framework Approach’ was used to perform thematic analysis that focused on participants’ comments concerning the mobility-related items only.

Results : Fifteen individuals participated in three focus groups (five per focus group). Four themes emerged: wording of mobility (e.g., ‘getting around’ vs ‘walking’), reference to aids and appliances, lack of suitable response options, and reframing of items (e.g., replacing ‘walking’ with ‘wheeling’). These themes reflected item features that respondents perceived as relevant in enabling them to describe their mobility, and response strategies that respondents could use when faced with inaccessible items.

Conclusion : Investigating perceptions to mobility-related items within the context of SCI highlights substantial variation in item interpretation across six preference-based health state instruments. Studying respondents’ interpretations of items can help to understand discrepancies in the health state descriptions and values obtained from different instruments. This line of research warrants closer attention in the health economics and quality of life literature.

Communication across cultures? An intercultural approach to customer service in the hotel industry: a study with globally branded hotels in the United Kingdom

In a professional and business-social context such as that of global hotel brands in the United Kingdom, intercultural communication, contacts and relationships are found at the heart of daily operations and of customer service. A large part of the clientele base of hotels in the United Kingdom is formed by individuals who belong to different cultural groups that travel in the country either for leisure or business. At the same time, the global workforce which is recruited in the hotel industry in the United Kingdom is a reality here to stay. Global travelling and labor work mobility are phenomena which have been generated by changes which occur on a socio-economic, cultural and political level due to the phenomenon of globalization. The hotel industry is therefore well acquainted with the essence of different cultures either to be accommodated within hotel premises, as in the case of external customers, or of diversity management where different cultures are recruited in the hotel industry, as in the case of internal customers. This thesis derives from research conducted on eight different global hotel brands in the United Kingdom in particular, with reference to three, four and five star categories. The research aimed to answer the question of how hotels are organized in order to address issues of intercultural communication during customer service and if intercultural barriers arise during the intercultural interaction of hotel staff and global customers. So as to understand how global hotel brands operate the research carried out focused in three main areas relating to each hotel: organizational culture, customer service–customer care and intercultural issues. The study utilized qualitative interviews with hotel management staff and non-management staff from different cultural backgrounds, public space observations between customers and staff during check-in and checkout in the reception area and during dining at the café-bar and restaurant. Thematic analysis was also applied to the official web page of each hotel and to job advertisements to enhance the findings from the interviews and the observations. For the process of analysis of the data interpretive (hermeneutic) phenomenology of Martin Heidegger has been applied. Generally, it was found that hotel staff quite often feel perplexed by how to deal with and how to overcome, for instance, language barriers and religious issues and how to interpret non verbal behaviors or matters on food culture relating to the intercultural aspect of customer service. In addition, it was interesting to find that attention to excellent customer service on the part of hotel staff is a top organizational value and customer care is a priority. Despite that, the participating hotel brands appear to have not yet, realized how intercultural barriers can affect the daily operation of the hotel, the job performance and the psychology of hotel staff. Employees indicated that they were keen to receive diversity training, provided by their organizations, so as to learn about different cultural needs and expand their intercultural skills. The notion of diversity training in global hotel brands is based on the sense that one of the multiple aims of diversity management as a practice and policy in the workplace of hotels is the better understanding of intercultural differences. Therefore global hotel brands can consider diversity training as a practice which will benefit their hotel staff and clientele base at the same time. This can have a distinctive organizational advantage for organizational affairs in the hotel industry, with potential to influence the effectiveness and performance of hotels.

Customer Loyalty toward grocery retailing service: a multidimensional approach to costumer perceived value

Structured abstract Purpose: To deepen, in grocery retail context, the roles of consumer perceived value and consumer satisfaction, as antecedents’ dimensions of customer loyalty intentions. Design/Methodology/approach: Also employing a short version (12-items) of the original 19-item PERVAL scale of Sweeney & Soutar (2001), a structural equation modeling approach was applied to investigate statistical properties of the indirect influence on loyalty of a reflective second order customer perceived value model. The performance of three alternative estimation methods was compared through bootstrapping techniques. Findings: Results provided i) support for the use of the short form of the PERVAL scale in measuring consumer perceived value; ii) the influence of the four highly correlated independent latent predictors on satisfaction was well summarized by a higher-order reflective specification of consumer perceived value; iii) emotional and functional dimensions were determinants for the relationship with the retailer; iv) parameter’s bias with the three methods of estimation was only significant for bootstrap small sample sizes. Research limitations:/implications: Future research is needed to explore the use of the short form of the PERVAL scale in more homogeneous groups of consumers. Originality/value: Firstly, to indirectly explain customer loyalty mediated by customer satisfaction it was adopted a recent short form of PERVAL scale and a second order reflective conceptualization of value. Secondly, three alternative estimation methods were used and compared through bootstrapping and simulation procedures.

Survival and preference of cotton boll weevil adults for alternative food sources.

2016