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User-generated content (UGC) in tourism: benefits and concerns of online consumers

Burgess, Stephen; Sellitto, Carmine; Cox, Carmen; … - 2009

This paper examines the views of travel consumers that search for information online in relation to the specific benefits and concerns identified with user-generated content (UGC). Real contrasts in relation to views about UGC content were identified in the literature. For instance, UGC is...

Persistent link: https://www.econbiz.de/10009475190

Labour market deregulation: does small business care?

Buultjens, Jeremy - 1994

sample of small business enterprises drawn from the North Coast region of NSW. Empirical data for the study was collected … through a questionnaire distributed to eighty small business enterprises throughout the Lismore City Region. The data … relations processes taking place within the small business sector. …

Persistent link: https://www.econbiz.de/10009475191

Employment relations in the resorts of north-east New South Wales

Buultjens, Jeremy; Cairncross, Grant - 2004

The tourism and hospitality industry is perceived as being a major contributor to employment growth in Australia and in north-east New South Wales (NSW) in particular. Despite the importance of the sector there has been very little empirical research into employment relations in the industry....

Persistent link: https://www.econbiz.de/10009475198

Casual employment: a problematic strategy for the registered clubs sector in New South Wales

Buultjens, Jeremy - 2001

Since the 1980s casual employment in Australia has been increasing rapidly, especially in service industries like hospitality. There have been a number of explanations suggested for this increase, including increased flexibility and lower costs. The casualisation of the hospitality sector would...

Persistent link: https://www.econbiz.de/10009475215

Forging relationships with services: The antecedents that have an impact on behavioural outcomes in the life insurance industry

Durvasula, Srinivas; Lysonski, Steven; Mehta, Subhash; … - 2004

The extent to which service quality is linked to satisfaction, value and behavioural outcomes continues to be debated in the literature. This research investigated two models involving the linkages between service quality, satisfaction, perceived value, repurchase intention and willingness to...

Persistent link: https://www.econbiz.de/10009484485

Understanding the Interfaces: How Ocean Freight Shipping Lines Can Maximize Satisfaction

Durvasula, Srinivas; Lysonski, Steven; Mehta, Subhash - 2002

Physical distribution services are becoming increasingly important as supply chains strive to become more efficient in the logistical flow of goods to industrial customers. Performance of these services, however, takes place during encounters that customers have with various interfacing...

Persistent link: https://www.econbiz.de/10009484488

Business to Business Marketing: Service Recovery and Customer Satisfaction Issues with Ocean Shipping Lines

Durvasula, Srinivas; Lysonski, Steven; Mehta, Subhash - 2000

The tenets of relationship marketing are useful in understanding the success of a service provider. Based on a sample of 221 firms in Singapore that use ocean freight shipping services, examines service recovery issues related to satisfaction. It was found that service recovery methods such as...

Persistent link: https://www.econbiz.de/10009484489

Testing the SERVQUAL Scale in the Business-to-Business Sector: The Case of Ocean Freight Shipping Service

Durvasula, Srinivas; Lysonski, Steven; Mehta, Subhash - 1999

freight services. Based on a survey of a cross-sectional sample of 114 business organisations in Singapore, which regularly … can only be applied with caution in business-to-business marketing. Implications and future directions for research are …

Persistent link: https://www.econbiz.de/10009484490

Finding the Sweet Spot: A Two Industry Study Using the Zone of Tolerance to Identify Determinant Service Quality Attributes

Durvasula, Srinivas; Lobo, Antonio; Lysonski, Steven; … - 2006

This paper makes a detailed comparison of two major financial services in Singapore: life insurance and stockbrokerage. Relationships of perceptions and expectations of service quality, mean service adequacy (MSA) and mean service superiority (MSS) with service satisfaction and loyalty are...

Persistent link: https://www.econbiz.de/10009484549

Service Encounters: The Missing Link Between Service Quality Perceptions and Satisfaction

Durvasula, Srinivas; Lysonski, Steven; Mehta, Subhash - 2005

Relationship marketing emphasizes that for a firm to be profitable, it must be attentive to those factors that affect service satisfaction. Extant research in the service sector reveals two important determinants of service satisfaction. One is service quality, and the other is the service...

Persistent link: https://www.econbiz.de/10009484550