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Service quality gap analysis toward customer loyalty practical guidelines for casino hotels

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Service quality gap analysis toward customer loyalty practical guidelines for casino hotels

     Airline’s choice of aircraft size Explanations and implications Original Research

    Article

    Transportation Research Part A: Policy and Practice, Volume 43, Issue 5, June

    Purchase 2009, Pages 500-510

    $ 31.50 Moshe Givoni, Piet Rietveld

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     Model-based synthesis of aircraft noise to quantify human perception of 142 sound quality and annoyance Original Research Article

    Journal of Sound and Vibration, Volume 311, Issues 3-5, 8 April

    Purchase 2008, Pages 1175-1195

    $ 31.50 D. Berckmans, K. Janssens, H. Van der Auweraer, P. Sas, W.

    Desmet

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    Abstract | Figures/Tables | References

    Abstract

    This paper presents a method to synthesize aircraft noise as perceived on the ground. The developed method gives designers the opportunity to make a

    quick and economic evaluation concerning sound quality of different design

    alternatives or improvements on existing aircraft. By presenting several synthesized sounds to a jury, it is possible to evaluate the quality of different

    aircraft sounds and to construct a sound that can serve as a target for future

    aircraft designs. The combination of using a sound synthesis method that can

    perform changes to a recorded aircraft sound together with executing jury tests

    allows to quantify the human perception of aircraft noise.

    Article Outline

    1. Introduction

    2. Aircraft sound spectra

    2.1. Calculation of the timefrequency spectra

    2.2. Main features in aircraft noise spectra

    3. Synthesis method

    3.1. Tonal components 3.1.1. Timefrequency behaviour 3.1.2. Amplitude in function of time 3.1.3. Frequency modulation 3.1.4. Buzz-saw components 3.2. Broadband noise

    3.3. Interference pattern 4. Validation

    4.1. Pretest: sound quality of aircraft sounds

    4.1.1. Acoustical material 4.1.2. Subjects

    4.1.3. Experimental design 4.1.4. Scaling

    4.1.5. Description of the data 4.1.6. Discussion

    4.2. Main validation test 4.2.1. Acoustical material 4.2.2. Subjects

    4.2.3. Experimental design 4.2.4. Scaling

    4.2.5. Description of the data 4.2.6. Discussion

    5. Example of an application of the synthesis method

    6. Conclusions

    Acknowledgements

    References

     Detailed estimation of fuel consumption and emissions during aircraft 143 taxi operations at Dallas/Fort Worth International Airport Original

     Research Article

    Purchase Transportation Research Part D: Transport and Environment,

    $ 41.95 Volume 16, Issue 4, June 2011, Pages 302-308

    Tasos Nikoleris, Gautam Gupta, Matthew Kistler

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    Abstract

    This paper presents a detailed estimation of fuel consumption and emissions during taxi operations using aircraft position data from actual operations at

    Dallas/Fort Worth International Airport. Making assumptions of the thrust level during each state, fuel flow and emission index values from International Civil Aviation Organization’s databank are extrapolated. This provides a relative comparison of all the taxi phases and their contribution to the total effect. Analysis reveals that stop-and-go situations, resulting primarily from congestion

    on airport’s taxiway system, account for approximately 18% of fuel consumed. The states of idling and taxiing at constant speed or braking were found to be the two largest sources of fuel burn and emissions, and the model estimates

    are sensitive to the thrust level assumptions for these states.

    Article Outline

    1. Introduction

    2. Methodology

    2.1. Use of positioning data

    2.2. Thrust level assumptions

    2.3. Extrapolating ICAO values to analyze different taxi phases

    3. Results

    3.1. Sensitivity analysis of emissions computation

    3.2. Unimpeded trajectories and their effect

    4. Conclusions

    Acknowledgements

References

    Research highlights

    ? Using detailed taxi data from DFW, we estimate fuel consumption and emissions. ? Stop-and-go

    situations constitute 18% of fuel consumed during taxi. ? Idling and taxiing at constant speed are the two

    largest sources of fuel burnt.

     Applying knowledge engineering techniques to customer analysis in 144 the service industry Original Research Article

    Advanced Engineering Informatics, Volume 21, Issue 3, July 2007,

    Purchase Pages 293-301

    $ 41.95 Sung Ho Ha

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    Abstract | Figures/Tables | References

    Abstract

    Using the customer relationship management perspective to investigate

    customer behavior, this study differentiates between customers through

    customer segmentation, tracks customer shifts from segment to segment over time, discovers customer segment knowledge to build an individual transition path and a dominant transition path, and then predicts customer segment

    behavior patterns. By using real-world data, this study evaluates the accuracy of predictive models. The concluding remarks discuss future research in this

    area.

    Article Outline

    1. Introduction

    2. Literature review

    2.1. Segmentation measures

    2.2. Number of resulting segments

    2.3. View about changes over time

2.4. Segmentation techniques

    2.5. Number of customers

    3. Framework of customer analysis

    4. Segmenting customers

    4.1. Data preparation for segmentation

    4.2. Self-organization of customers

    4.3. Segmentation results

    5. Discovering individual transition and dominant transition paths

    5.1. Changes in the segments

    5.2. Individual transition and dominant transition paths

    6. Predicting transition paths

    6.1. Decision-tree induction technique

    6.2. Data preparation for predictions

    6.3. Prediction results

    6.4. Performance evaluation for the best model, PMe

    7. Conclusion and discussion

    References

     Exploring the role of relationship variables in predicting customer voice 145 to a service worker Original Research Article

    Journal of Retailing and Consumer Services, Volume 12, Issue 2,

    Purchase March 2005, Pages 83-97

    $ 31.50 Liliana L. Bove, Nichola L. Robertson

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    Abstract

    Customers’ perceptions of service workers’ trustworthiness and power, and

    their commitment to the service worker were investigated as possible

    determinants of the likelihood of customer voice directly to the service worker in

    the event of a service failure. Set in the context of hairdressing salons, it was

found that hair stylists’ perceived trust (benevolence and credibility) and expert

    power were positively associated with clients’ intention to voice. By contrast,

    the level of coercive power hair stylists were perceived to have was negatively

    associated with intentions to voice. Hair stylists’ perceived benevolence was

    the strongest predictor of client voice.

    Article Outline

    1. Introduction

    2. Customer voice

    3. Trust and commitment as predictors of voice

    3.1. Trust

    3.2. Commitment

    4. Power as a predictor of voice

    5. Methodology

    6. Measures

    7. Results

    7.1. Measurement validation

    7.2. Hypotheses testing

    8. Discussion

    9. Managerial implications

    10. Limitations

    11. Directions for future research

    Acknowledgements

    References

     Customer portfolio analysis practices in different exchange 146 contexts Original Research Article

    Journal of Business Research, Volume 60, Issue 7, July 2007,

    Purchase Pages 720-730

    $ 31.50 Harri Terho, Aino Halinen

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     Next generation single-aisle aircraft Requirements and technological 147 solutions Original Research Article

    Journal of Air Transport Management, Volume 17, Issue 1, January

    Purchase 2011, Pages 33-39

    $ 35.95 Joachim Szodruch, Wolfgang Grimme, Frederik Blumrich, Rainer Schmid

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    Abstract | Figures/Tables | References

    Abstract

    In recent years, aircraft manufacturers have concentrated on developing new long-haul widebody aircraft, such as Airbus’s A380 and A350XWB and Boeing’s 787 and 747-8. The next challenge for manufacturers and suppliers is the development of new short- and medium-range single-aisle aircraft. This

    paper outlines how the challenges and quantified goals as developed by the

    Advisory Council for Aeronautics Research in its Strategic Research Agenda

    would influence and contribute to the improvement of the next generation of civil transport aircraft. It continues with a discussion on possible aircraft

    requirements from the viewpoint of an aircraft operator. Subsequently, the most important technological elements available for the next generation single-aisle

    aircraft are briefly characterised. Using the Council’s objectives for CO 2

    emissions and noise, as an example it can be shown that a decoupling of air

    traffic growth and emissions/noise can be achieved.

    Article Outline

    1. Introduction

    2. ACARE vision and challenges

    3. Requirements for the next generation single-aisle aircraft

    4. Technologies for the next generation single-aisle aircraft

    5. Fuel efficiency and CO emissions as examples for evaluating ACARE goals 2

6. Noise

    7. Conclusions

    References

    Research highlights

    ?The paper considers the technical challenges of developing a new generation of narrow-bodied aircraft.

    ?It demonstrates that it is possible to decouple air traffic growth and emissions. ?It considers the

    requirements of aircraft operators in terms of their narrow-bodied airframe needs.

     Application of data mining techniques in customer relationship 148 management: A literature review and classification Review Article

    Expert Systems with Applications, Volume 36, Issue 2, Part 2,

    Purchase March 2009, Pages 2592-2602

    $ 41.95 E.W.T. Ngai, Li Xiu, D.C.K. Chau

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    Abstract | Figures/Tables | References

    Abstract

    Despite the importance of data mining techniques to customer relationship

    management (CRM), there is a lack of a comprehensive literature review and a classification scheme for it. This is the first identifiable academic literature review of the application of data mining techniques to CRM. It provides an academic database of literature between the period of 20002006 covering 24

    journals and proposes a classification scheme to classify the articles. Nine hundred articles were identified and reviewed for their direct relevance to applying data mining techniques to CRM. Eighty-seven articles were

    subsequently selected, reviewed and classified. Each of the 87 selected papers was categorized on four CRM dimensions (Customer Identification, Customer

    Attraction, Customer Retention and Customer Development) and seven data

    mining functions (Association, Classification, Clustering, Forecasting, Regression, Sequence Discovery and Visualization). Papers were further

    classified into nine sub-categories of CRM elements under different data mining techniques based on the major focus of each paper. The review and

    classification process was independently verified. Findings of this paper

    indicate that the research area of customer retention received most research attention. Of these, most are related to one-to-one marketing and loyalty programs respectively. On the other hand, classification and association models are the two commonly used models for data mining in CRM. Our analysis provides a roadmap to guide future research and facilitate knowledge

    accumulation and creation concerning the application of data mining

    techniques in CRM.

    Article Outline

    1. Introduction

    2. Research methodology

    3. Classification method

    3.1. Classification framework CRM dimensions

    3.2. Classification framework data mining models

    3.3. Classification process

    4. Classification of the articles

    4.1. Distribution of articles by CRM dimensions and data mining models

    4.2. Distribution of articles by year of publication

    4.3. Distribution of articles by journal in which the articles were published

    5. Conclusion, research implications and limitations

    Acknowledgements

    References

     Measurements of CO in an aircraft experiment and their correlation with 149 biomass burning and air mass origin in South America Original

     Research Article

    Purchase Atmospheric Environment, Volume 38, Issue 37, December 2004,

    $ 35.95 Pages 6337-6347

C. Boian, V.W.J.H. Kirchhoff

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    Abstract

    Carbon monoxide (CO) measurements are obtained in an aircraft experiment

    during 17 September 2000, conducted over Central Brazil in a special region of anticyclonic circulation. This is a typical transport regime during the dry

    season (JulySeptember), when intense biomass burning occurs, and which gives origin to the transport of burning poluents from the source to distant regions. This aircraft experiment included in situ measurements of CO

    concentrations in three different scenarios: (1) areas of fresh biomass burning

    air masses, or source areas; (2) areas of aged biomass burning air masses;

    and (3) areas of clean air or pristine air masses. The largest CO concentrations

    were of the order of 450 ppbv in the source region near Conceicao do Araguaia

    (PA), and the smallest value near 100 ppbv, was found in pristine air masses,

    for example, near the northeast coastline (clean air, or background region). The

    observed concentrations were compared to the number of fire pixels seen by

    the AVHRR satellite instrument. Backward isentropic trajectories were used to determine the origin of the air masses at each sampling point. From the

    association of the observed CO mixing ratios, fire pixels and air mass

    trajectories, the previous scenarios may be subdivided as follows: (1a) source regions of biomass burning with large CO concentrations; (1b) regions with few local fire pixels and absence of contributions by transport. Areas with these characteristics include the northeast region of Brazil; (1c) regions close to the

    source region and strongly affected by transport (region of Para and Amazonas); (2) regions that have a consistent convergence of air masses, that

    have traveled over biomass burning areas during a few days (western part of the Cerrado region); (3a) Pristine air masses with origin from the ocean; (3b)

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