Managing Consumer Complaints: the Case оf Tripadvisor

2020 ◽  
Vol 12 (1) ◽  
Author(s):  
Çiğdem Özkan ◽  
◽  
Mustafa Boz
Keyword(s):  
Management Practices ◽  
The Other ◽  
City Center ◽  
Web Based ◽  
Complaint Management ◽  
Customer Complaints ◽  
Customer Reviews ◽  
Customer Evaluations ◽  
The City ◽  
Made In

Today’s Internet technologies make it easier for firms and customers to interact with each other. The second generation of web based services is characterized by having complaint management which allow people to share information and opinions. Online social travel networks are changing the way travellers plan their trips. These websites provide tourists to see other tourists’ reviews, who stayed in hotels before. One of these social networks is Trip Advisor which is well known around the world. The aim of this study is to investigate online complaint management practices emerging in Trip Advisor. It wa selected two hotels that are one-five stars an done-four stars operating in the city center of Çanakkale. For this purpose, it was examined first fifty assessment belongs to gusets stayin gin both hotels. It was evaluated regarding attitudes and complaint management of hotels by analyzing by analyzing the answers given by the hotels to costumer reviews. A total of hundred costumer review were analized. Qualitative data analysis methods were used in the study. Customer comments were transferred to Excel program and reviews were analyzed by content analysis, which is one of the qualitative research methods. The research is based on the first fifty reviews of the two hotels made in Trip Advisor between July 15 and July 25 2019. According to customer reviews in Trip Advisor operating in Çanakkale province, as a result of the findings obtained from the first fifty customer reviews of one five-star and the other four-star hotel business, it was determined that there was no response to the comments of Turkish guests. On the other hand, it was concluded that some foreign guests’ evaluations were returned. The findings of the research are examined, it is among the other findings that both hotels don’t give required importance to customer evaluations and don’t pay attention to customer complaints. In the study, it was concluded that customer complaints are generally related to the features of the rooms, personnel behavior and service quality. Another finding is that customer satisfaction is related to the hotel’s location, cuisine, services (such as tennis courts, spas) and personnel features.

scholarly journals A history of the city written in a map – cartography as the mirror of socio-political events in Gdańsk in the years of 1918–1939

2019 ◽  
Vol 1 ◽  
pp. 1-1
Author(s):  
Agnieszka Bień
Keyword(s):  
World War Ii ◽  
Interwar Period ◽  
The Other ◽  
World War ◽  
Historical Events ◽  
Political Events ◽  
History Of ◽  
The City ◽  
Made In

<p><strong>Abstract.</strong> A cartographic map of Gdańsk in the years of 1918&amp;ndash;1939 was very different from the other maps of Polish cities. The reasons for some differences were, among others, the proximity of the sea, the multicultural mindset of the inhabitants of Gdańsk from that period, and some historical events in the interwar period (the founding of the Free City of Gdańsk and the events preceding World War II). Its uniqueness came from the fact that the city of Gdańsk combined the styles of Prussian and Polish housing, as well as form the fact that its inhabitants felt the need for autonomy from the Second Polish Republic. The city aspired to be politically, socially and economically independent.</p><p>The aim of my presentation is to analyze the cartographic maps of Gdańsk, including the changes that had been made in the years of 1918&amp;ndash;1939. I will also comment on the reasons of those changes, on their socio-historical effects on the city, the whole country and Europe.</p>

Agriculture in the Days of the Early California Padres

1948 ◽  
Vol 4 (03) ◽  
pp. 325-344
Author(s):  
Edith Webb
Keyword(s):  
Spiritual Direction ◽  
The Other ◽  
Mountainous Region ◽  
Dominican Order ◽  
Central Belt ◽  
San Fernando ◽  
The City ◽  
Made In

The study of agriculture, as it was practiced by the early California Padres, should begin in the rough, mountainous region of the Sierra Gorda of Mexico. There, in 1744, Franciscan missionaries began the work of evangelizing the Indians of the central belt of that region. Fathers of the Dominican Order had already established missions along one side of this range, while others of the Augustinian Order were laboring among the Indians of the other side, leaving the middle strip untouched. The Reverend Father Fr. Pedro Pérez de Mezquía, Superior of the recently founded College of San Fernando in the City of Mexico, had accompanied the Franciscan Padres to aid them in the founding of five missions. From his experience in the missions in Texas whither he had gone with Fr. Margil, Fr. Mezquía had formulated a set of rules and regulations for both the spiritual direction and the temporal government of the Indians of the region. Unfortunately the climate of the Sierra Gorda did not agree with most of those first Padres. Some became ill and were obliged to retire to the College, others died, making frequent changes of missionaries necessary. Few stayed long enough to acquire a knowledge of the language of the Pame people, consequently little progress was made in the conversion of those Indians.

scholarly journals Housing Preferences of Seniors and Pre-Senior Citizens in Poland—A Case Study

2020 ◽  
Vol 12 (11) ◽  
pp. 4599 ◽  
Author(s):  
Anna Jancz ◽  
Radoslaw Trojanek
Keyword(s):  
Senior Citizens ◽  
The Other ◽  
Single Family ◽  
City Center ◽  
Housing Preferences ◽  
Large Cities ◽  
Family Housing ◽  
The City ◽  
Family House

This article identifies and compares the housing preferences of seniors and pre-senior citizens in Poland. In addition, the attitude of residents of large cities in the Wielkopolskie Voivodeship towards senior citizens’ housing was determined. Surveys were conducted in the two largest cities of this region. The influence of the potential behaviors of this group of society on the development of housing was also examined. Results showed that differentiation of housing preferences was visible primarily when choosing the type of development and size of the dwelling. Seniors preferred smaller units in multi-family housing construction. Pre-senior citizens, on the other hand, were more likely to think about living in a single-family house. The location of a new dwelling was also important. Seniors, more often than people aged 50–59, chose a location in the city center. Pre-senior citizens, in contrast, more often decided to live in a rural area or outside the city center. Moreover, the attitude of seniors towards senior citizens’ housing is undecided, which may indicate that many people may change their housing preferences in the future and decide to move.

scholarly journals Designing diagnostics in complexity: Measuring technical and contextual aspects in monitoring and evaluation systems

2017 ◽  
Vol 5 (1) ◽  
Author(s):  
Caitlin Blaser Mapitsa ◽  
Marcel T. Korth
Keyword(s):  
Mixed Method ◽  
Monitoring And Evaluation ◽  
The Other ◽  
Diagnostic Tools ◽  
Evaluation Systems ◽  
Organisational Context ◽  
Management Function ◽  
The City ◽  
Method Approach ◽  
Made In

Background: This article emphasizes the importance of reflecting on the methods employed when designing diagnostic tools for monitoring and evaluation (M&E) systems. It sheds light on a broader debate about how we understand and assess M&E systems within their political and organisational contexts.Objectives: The article looks at what divergent purposes of M&E mean for how M&E systems are assessed, and how context-appropriate diagnostic studies can be designed.Method: The article draws on two different approaches: a survey that looks at the technical components of an M&E system and a complexity framework that analyses the way a system functions in a broader political and organisational context. The foundation is provided by survey and interview data from over 70 officials from across the City of Johannesburg’s administration.Results: The study revealed great diversity as to respondents’ understanding of what M&E structures and processes should do and achieve within the city, ranging from a management function closely linked to auditing and oversight responsibilities to a governance role that is more linked to learning and planning. Limitations in M&E capacity and/or performance were linked to contested political and bureaucratic structures.Conclusion: The mixed method approach to diagnostics proposed in this article contributes to the call in the ‘Made in Africa’ debate for more contextualised methods and tools around the practice and the assessment of M&E. The article proposes the development of a synthetic tool that covers both M&E technical components and capacity on one hand, and an analysis of how these are embedded in a political and organisational context on the other.

scholarly journals PEMAKNAAN RUANG TERBUKA PUBLIK TAMAN NOSTALGIA KOTA KUPANG

2018 ◽  
Vol 2 (2) ◽  
pp. 149
Author(s):  
Yoseph Liem ◽  
Reginaldo Christophori Lake
Keyword(s):  
Public Space ◽  
Open Space ◽  
City Center ◽  
Public Park ◽  
Public Open Space ◽  
Qualitative Descriptive ◽  
The City ◽  
Descriptive Method ◽  
Initial Concept ◽  
Made In

Taman Nostalgia Kota Kupang menjadi salah satu ciri kota Kupang sebagai satu-satunya taman yang cukup representatif di kawasan Kota Kupang. Namun jiwa tempat merupakan kekuatan nonfisik yang mampu membentuk kesan dalam kota. Apakah taman Nostalgia berhasil memberi makna sebagaimana konsep awal perencanaan dan pembangunannya guna membawa manfaat yang luas bagi Kota Kupang dan warganya. Oleh karena itu, tujuan penelitian ini adalah untuk mengetahui sejauh mana pemanfaatan taman Nostalgia sebagai ruang publik dan bagaimana maknanya bagi warga kota. Penelitian ini dilakukan dengan metode deskriptif kualitatif. Pengamatan dilakukan diruang taman pada waktu-waktu yang telah ditentukan untuk mendapatkan gambaran pola pemanfaatannya. Adapun hasil penelitian menunjukkan bahwa pemanfaatan ruang terbuka publik taman Nostalgia masih belum maksimal sesuai konsep awal, dimana tujuan pemanfaatan taman pada skala yang lebih besar belum tercapai ditandai dengan belum berhasilnya upaya menjadikan taman sebagai paru-paru kota/hutan kota dan belum memberi makna yang demokratis bagi pengunjung taman sebagai ruang terbuka publik yang bebas dan bisa diakses oleh semua warga terutama oleh pengunjung lanjut usia dan balita.Kata kunci: pemaknaan, ruang terbuka publik, taman nostalgia Title: The Meaning of Public Space of Kupang City Nostalgia Park Kupang City Nostalgia Park became one of the characteristics of the city where the park is located in the city center and became the only representative representative park in the city of Kupang. But the soul is unreliable. Is Nostalgic Park able to give meaning to the initial concept of planning and development in order to provide broad benefits for the city of Kupang and its citizens. Therefore, the purpose of the study is to know the extent to which Nostalgia parks as a public space and how its meaning for the citizens of the city. This research was conducted by qualitative descriptive method. Observations were made in the park room at predetermined times to get an overview of the utilization pattern. The results show that the utilization of open space Nostalgia public park is still not maximized according to the initial concept, where the purpose of utilization of the park on a larger scale has not been integrated with the unsuccessful efforts to make the park as the lung of the city / forest city and has not given a democratic meaning to visitors park as a public open space that can be accessed by the visitors. Keywords: meaning, public open space, Nostalgia park

scholarly journals 36 Best Management Practices for Manaus-Amazon Urban Afforestation

2019 ◽  
Vol 7 (12) ◽  
pp. 696-743
Author(s):  
Jonas Gomes da Silva ◽  
Juliana Assunção de Souza
Keyword(s):  
Best Management Practices ◽  
Management Practices ◽  
The Other ◽  
Porto Alegre ◽  
Best Management ◽  
Public Managers ◽  
Data Collection And Analysis ◽  
The World ◽  
Belo Horizonte ◽  
The City

In 2010, the Brazilian Institute of Geography and Statistics published a survey on urban afforestation in Brazil and Manaus city occupied the 4493rd place among the 5565 municipalities analyzed. Concerning the cities with more than 1 million habitants, Manaus was in the penultimate place, a frustrating result, since the city is the Amazon' capital, surrounded by the largest rainforest in the World. On the other hand, the cities with the best performances were Goiânia, Campinas, Belo Horizonte, Porto Alegre, and Curitiba. Given this context, the research aims to investigate the urban afforestation's best management practices to propose suggestions for Manaus' public managers. The data collection and analysis are based in the study "Urbanistic Characteristics of the Surroundings of the Domiciles", besides obtaining information and documents from articles and websites of the governments and partners of the best city investigated. After the intersection of information, 36 good urban management practices were cataloged and proposed to Manaus' public managers.

scholarly journals Interdependence Evaluation between the Home Neighborhood and the City: How Socio-Spatial Categorization Impacts upon Residential Segregation

2018 ◽  
Vol 7 (10) ◽  
pp. 178 ◽  
Author(s):  
Kawtar Najib
Keyword(s):  
Residential Segregation ◽  
Cognitive Processes ◽  
Field Survey ◽  
The Other ◽  
City Center ◽  
Cognitive Approach ◽  
The City ◽  
The Way

This paper proposes a socio-cognitive approach to how people assess the different neighborhoods of a city. The main objective is to show that beyond the meanings associated with each neighborhood, the way in which residents relate to and evaluate their own neighborhood and the city center influence how residents perceive and assess the other remaining neighborhoods of the city. The assessment of one neighborhood cannot be analyzed separately from the other neighborhoods. Cognitive processes of assimilation, contrast, contagion, and non-contagion contribute to the conceptualization of a city’s neighborhoods from the two main emotional and symbolic anchorages of residents. However, the implementation of these processes is conditioned by the socio-spatial situation of the interviewees. In this regard, a field survey of 320 residents was conducted in different neighborhoods of Besançon (in France), and allows us to show that the geographical anchorages of a resident’s own neighborhood and the city center are systematically more positively assessed than the other neighborhoods. The more these geographical anchorages are appreciated, the more the other neighborhoods are also positively assessed. The fact that it is impossible for a city’s neighborhoods to be autonomous is discussed in this paper in terms of socio-cognitive constructions of urban segregations.

scholarly journals Assessing the Sustainability Performance of Coffee Farms in Vietnam: A Social Profit Inefficiency Approach

2018 ◽  
Vol 10 (11) ◽  
pp. 4227 ◽  
Author(s):  
Daniel Gaitán-Cremaschi ◽  
Frits van Evert ◽  
Don Jansen ◽  
Miranda Meuwissen ◽  
Alfons Oude Lansink
Keyword(s):  
High Frequency ◽  
Management Practices ◽  
Optimal Allocation ◽  
The Other ◽  
Allocation Of Resources ◽  
Statistical Association ◽  
City Center ◽  
Sustainability Performance ◽  
Coffee Farm ◽  
Hired Labor

If we aim to increase the sustainability of farming, we must be able to measure the sustainability of individual farms and relate this sustainability to the characteristics of the farm and its management. We hypothesized that (i) sustainability can be expressed using social profit, and (ii) socio-economic characteristics and management practices of farms explain differences in sustainability. The objective of our work was to provide empirical evidence for these hypotheses. Data was collected data over two years from 361 coffee farms in Vietnam to calculate social profit. We found that the average social profit of farms was 2300 USD. The main source of social profit inefficiency is the sub-optimal allocation of resources and levels of production. Statistical association between the set of socio-economic characteristics and management practices and social profit inefficiency shows that social profit inefficiency is increased (sustainability is decreased) by larger distances from the coffee farm to the closest town/city center and to the closest coffee factory/traders and by a high frequency of spraying. On the other hand, sustainability is increased when coffee producers belong to the ethnic group JoRai, when using more hired labor and frequency, and when there are a larger number of fertilizing and pruning activities. We conclude that social profit inefficiency can be used to summarize sustainability.

scholarly journals Building Rejuvenation Approach Through Revitalization, Rehabilitation and Redevelopment - Case of Vertical Housing in Jakarta

2018 ◽  
Vol 67 ◽  
pp. 04036
Author(s):  
Apriansyah Saputra ◽  
Hendrajaya Isnaeni
Keyword(s):  
Urban Area ◽  
Low Income ◽  
The Other ◽  
Population Increase ◽  
Land Value ◽  
City Center ◽  
Building Capacity ◽  
Housing Area ◽  
Age Limit ◽  
The City

Jakarta, as the center of government, trading, business, and industry becomes the main destination for many migrants to find jobs. This results in the massive population increase in Jakarta every year while the urban area availability has contrast proportion with the needs of housing area. The limited urban area, as well as the increase of land value, is not possible to build new housing area in the city center. The solution of this problem is rejuvenation of the buildings that have already existed. In this case, the writers carry the rejuvenation case of the vertical housing in Kebon Kacang XI that is close to the age limit of the building and has looked slum thus created visibility gap between the vertical housing and the other housing areas and could get the gentrification results. Besides, Kebon Kacang XI vertical housing is located in the center of Jakarta and has increasing BCR so that it is able to maximize the unit of building capacity to fulfill the needs of affordable houses in the city. The aims of this paper are to find out and to compare three different forms of rejuvenation as the solution of housing area provision for the low-income people in the city center through revitalization, rehabilitation, and redevelopment approach.

scholarly journals Good People Management Practices: competencies creation for the innovation process

2018 ◽  
Vol 6 (10) ◽  
pp. 81-100
Author(s):  
Waldoir Vatentim Gomes Junior ◽  
Aline de Brittos Valdati ◽  
Elias Sebastião de Andrade ◽  
Felipe Kupka Feliciano ◽  
Gertrudes Aparecida Dandolini
Keyword(s):  
Management Practices ◽  
Web Of Science ◽  
Innovation Process ◽  
The Other ◽  
Systematic Search ◽  
Human Potential ◽  
Good People ◽  
The Relationship ◽  
The Web ◽  
Made In

The adapt ability through innovation has been one of the factors for companies to reposition themselves in the market. They are turning their eyes to people management, with the intention that the relationship between employees and company is exchange, in addition to established processes of innovation. Thus, if the employees provide the delivery of competence, the other is promoted to satisfaction by delivery. Therefore, the article aims to identify the contributions of People Management in the Innovation Process. For this, a systematic search was made in the Web of Science (WoS) database. In the end, it was pointed out that studies that deal with the relationship between innovation and people management are still recent and scarce, but the strategic people management importance is recognized to maintain the human potential balance, of organizational knowledge.

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