Explaining differences in recommendation rates: the case of South Cyprus hotels
In this study we demonstrate how publicly available data can be used to work out the indirect importance of various hotel attributes for their visitors. We apply Shapley value decomposition of the recommendation rate to compute the percentage contributions of various attributes to the overall loyalty, which helps us explain why some of Cyprus hotels have higher satisfaction ratings than the others. It appeared that satisfaction with gastronomy is the key driver of the overall satisfaction with Cyprus hotels. We conduct importance-performance analysis for one of the hotels to demonstrate a strategic management application of our empirical analysis. Directions for other potential studies using user-generated content are proposed.
The present study aims to investigate the relationship of B2B with satisfaction and customer loyalty based on the analysis of publications in Scopus and the leading Russian journals in the last 11 years. The purpose of this study is to establish the extent of B2B relationships and customer satisfaction to loyalty. The essence of the concepts "customer satisfaction", "loyalty" and B2B are discussed on the base of comparative analysis. It is proposed to use B2B classification depending on the spheres of functioning. The model of B2B relationships with customers and clients is presented on the base of studied data.
Measuring indirect importance of various attributes is a very common task in marketing analysis for which researchers use correlation and regression techniques. We have listed and illustrated some common problems with widely used latent importance measures. A more theoretically sound approach – the Shapley Value decomposition – was applied to a rich data set of US internet stores. The use of store-level data instead of respondent-level data allowed us to reveal the factors, which are powerful in explaining, why some stores have higher rates of willingness to make repeat purchases than the others. By confronting the indirect importance and performance measures for three different internet stores, we have revealed strengths, weaknesses, attributes that the company should bring customers’ attention to and attributes improvement of which is not of a high priority.
In this article comparative analysis of two methodologies of client satisfaction evaluation - CSI and NPS - is given. Based on this analysis it is proved that in case of tuning of NPS up to Russian specifics it better fits authors criteria for services industry. Necessity for testing of western NPS methodology before its mass use in practice of companies on Russian market is justified. Main results of adaptation of present methodology in Russia (with example of insurance industry) are given.
We consider certain spaces of functions on the circle, which naturally appear in harmonic analysis, and superposition operators on these spaces. We study the following question: which functions have the property that each their superposition with a homeomorphism of the circle belongs to a given space? We also study the multidimensional case.
We consider the spaces of functions on the m-dimensional torus, whose Fourier transform is p -summable. We obtain estimates for the norms of the exponential functions deformed by a C1 -smooth phase. The results generalize to the multidimensional case the one-dimensional results obtained by the author earlier in “Quantitative estimates in the Beurling—Helson theorem”, Sbornik: Mathematics, 201:12 (2010), 1811 – 1836.
We consider the spaces of function on the circle whose Fourier transform is p-summable. We obtain estimates for the norms of exponential functions deformed by a C1 -smooth phase.