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Nguyen Minh Quan, Bui Thanh Khoa, Van Thanh Truong Nguyen
ELECTRONIC WORD-OF-MOUTH BEHAVIOR
OF PASSENGERS IN THE AIRPORT:
THE COMBINATION OF SOR AND COMMITMENT-TRUST THEORY
Abstract:
Because airports serve as symbolic representations of a nation, careful oversight of airport service quality is essential to preserving a positive international reputation. Getting a competitive edge by satisfying travelers and vacationers with first-rate service is critical to spur real economic growth. This paper investigates the impact of airport service quality on passengers’ pleasure and its subsequent impact on trust and electronic word-of-mouth behavior. The survey data reveal that six dimensions of airport service quality, including check-in, security, convenience, ambiance, basic facilities and mobility, were analyzed for their impact on passengers’ pleasure. The results show that the quality of these services in the airport has a significant impact on passengers’ pleasure. Positive airport experiences lead to increased trust and positive electronic word-of-mouth behavior. The findings highlight the importance of providing high-quality airport services to enhance customer pleasure and maintain positive customer perceptions and behaviors toward the airport.
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Vesselin Blagoev, Elena Shustova, Alexandr Koichubayev
PERCEPTIONS ABOUT IMPLEMENTATION OF SERVICE ROBOTS IN HOSPITALITY BUSINESSES IN KAZAKHSTAN AND RUSSIA - COMPARATIVE ANALYSIS
Abstract:
Our goal is to assess the understanding and acceptance of robotization in hospitality, based on research done in the two countries. This research applies a survey method to collect respondents’ opinion of hospitality employees vs hospitality customers. The main sampling frames are formed by employees of hotels, restaurants and other hospitality businesses. Five hypotheses are studied and tested for the two categories of respondents in each country. The results from the statistical analysis differ for the studied countries, and between the two studied categories of respondents. The study confirms the expectations of improving the quality and increasing the effectiveness of robotizing the hospitality businesses. This research adds knowledge and understanding of how the hospitality employees and customers in Kazakhstan and Russia consider the implementation of service robots. The statistics show that the findings have value and can be used by hospitality managers when they consider possible robotization.
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Venelin Terziev, Marusya Lyubcheva
INTERNAL AND EXTERNAL CHALLENGES FACING HIGHER EDUCATION
Abstract:
The article addresses the challenges facing higher education, related to the demographic problems and the quality of process management. The free movement and the single education area are changing attitudes, especially those of young people and their choice where to receive education. The demographic crisis, migration and the lower quality of previous levels of education are further exacerbating the situation in higher education. The article argues that a change in the educational management is necessary in order to find solutions to deficits and to build a model of ‘engaged universities’ where the quality of education is maintained at a level consistent with socio-economic processes.
