SACM - Switzerland

Permanent URI for this collectionhttps://hdl.handle.net/20.500.14154/71465

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Factors Influencing Guest Satisfaction in Service Organizations: A Narrative Systematic Literature Review
(César Ritz University, 2024-03-18) Alotaibi, Faisal
This study aims to investigate prior academic research and clarify the threads of consumer satisfaction in the context of automation and robotics in hotels and tourism where the integration of technology and human service forms a complicated pattern. Deepening the understanding on digital customer interactions is essential because, as it progresses more and more into this digital age, strategies and activities in digital marketing get more and more important for happiness of customers, especially in the Saudi Arabia where things can change quickly and rapidly. To address the complexity of this study, the study makes the use of a narrative systematic literature review. It is designed to perform research in a systematic approach using Scopus database that include the list of all the present research that explains the digital marketing's role on improving customer satisfaction in service industries, particularly Saudi Arabia. The final outcome of narrative systematic literature review search revealed 18 papers that are most relevant to the research topic. One of the main findings of the study is that digital channel of marketing is no longer what customers perceive. Through research, that digital channels such as websites, online media and online booking platforms are the main factors shaping guest understanding of the hospitality and his perceptions. Increasingly, hotels and tourism businesses are using up these routes to build a network, inform their customers about their services, and allow reservations. That ultimately has a direct effect on satisfaction levels of users. In addition, the study underlined the presence of reviews and user-created contents as prime forces that control customer perception and buying behavior. The emergence of platforms like TripAdvisor and Yelp has indeed enabled consumers to promote their experience and opinions to so many other travelers by just writing a review on a platform. The second key theme is that digital technology usage and innovation of hotel facilities have been accelerating as there are customers who place the sensitively for comfort and satisfaction. Another aspect of the research was the fact of data analytics, segmentation, and the customer insights in digital marketing plan development that makes production of better products and service to the customers. Another finding of the research that was made was that digital marketing is the most important thing in attracting more customers as well as boosting client engagement and client loyalty
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FemTech Ethics – An Empirical and Normative Analysis of FemTech and Women’s mHealth Apps
(University of Zurich, 2023-09-28) Alfawzan, Najd; Christen, Markus; Biller-Andorno, Nikola; Hamper, Josie
FemTech (female technology) is a growing market with a large user base globally. The investments in FemTech are huge. Collecting women’s health data is important for closing the gender health gap. However, as women have been subject to historical sociocultural oppression and surveillance, legal consequences might follow women who provide their data to FemTech companies. The primary thesis of this work is that an ethical perspective and grounding are critical for the analysis of FemTech, because technology is inextricably linked to morality, norms, and the sociocultural context in which it acts. FemTech is distinct from other types of technology and markets in that it emerged from these circumstances and has a significant impact on users within their social contexts. In my thesis, I focused on the ethical concerns in data privacy, sharing, and security by studying the privacy policies and consent practices of FemTech companies, particularly in the context of women’s mHealth apps. Data privacy and protection have been introduced as fundamental human rights. Notably, the women’s health data collected by FemTech is considered to be intimate, sensitive, and private data. Moreover, some women’s mHealth apps collect not only women’s sensitive data, but also data of their children and infants. This layer of complexity introduced by including children's data let me investigate in depth the practices of apps that collect children’s data and the related ethical and legal concerns. In short, the collection of women’s personal and health data could have negative consequences on women in certain legal and social systems of the world. The worldwide nature of the services provided by FemTech companies presents challenges in complying with the many regulations and laws that exist in different nations. Data protection and privacy legislation, for example, can differ widely from country to country. Furthermore, the sensitivity of women's health issues can differ depending on local cultural or religious considerations, with possible repercussions for national laws, particularly when it comes to sexual orientation and reproduction. In some cases, the data collected could even become evidence in criminal proceedings. Therefore, the handling of women’s intimate data must be approached with sensitivity to protect women's privacy rights.
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MFExplain: An Interactive Tool for Explaining Movie Recommendations Generated with Matrix Factorization
(University of Zurich, 2023-09-29) Alahmadi, Turki; Bernard, Jürgen; Al Hazwani, Ibrahim
Recommender systems have become integral in guiding users through the overwhelming abundance of online content. As these systems assume an ever-increasing role in shaping user decisions and preferences, there is a growing demand for clarity in their decision-making processes to instill trust. Recommendation algorithms with a high degree of accuracy such as matrix factorization are highly regarded and widely adopted. Nonetheless, these algorithms tend to exhibit high complexity in their logic and architecture, rendering them challenging to explain to end-users. This issue has been recognized and many tools have presented possible solutions. Many of the implemented approaches, however, have demonstrated shortcomings due to disregarding some user-centered properties or overly concentrating on unraveling the underlying algorithmic intricacy. This work presents MFExplain, an innovative tool for explaining movie recommendations generated with matrix factorization. The tool aims to explain recommendations by relying on the provision of intuitive justifications. Leveraging interactivity and cutting-edge dimensionality reduction techniques enables the tool to also encourage exploration, allow user feedback, and foster many desirable recommender system properties that enrich the user experience.
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The Role of Robots/Automation in Shaping Customer Satisfaction in the Hotel and Tourism Industry
(Cesar Ritz, 2024-03-18) Alotaibi, Ziyad; Rodrigues, Sofia
This dissertation investigates the influence of robotics and automation on customer satisfaction within the hotel and tourism industry. The study focuses on examining existing literature to understand the interplay between technological advancements, specifically service robots, and their impact on customer experiences. Employing a systematic literature review methodology, it examines a range of peer-reviewed articles to understand the interplay between technological advancements and guest experiences. Key findings indicate that the introduction of service robots generally enhances customer satisfaction. However, the extent of this impact varies based on factors like robot design, human-likeness, and the nature of interaction with guests. The study reveals both the potential benefits and challenges of integrating robotics in hospitality, offering insights into customer perceptions and operational implications for industry practitioners. This research contributes to the growing field of robotics in hospitality, providing a foundation for future explorations into the nuanced relationship between technology and customer satisfaction in service- oriented industries.
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Transformational Leadership and Job Satisfaction in Hospitality sector (Hotels).
(Cessr ritz college Brig., 2024-03-18) Althobaiti, Majed ; Gillard, Evelina
A company's leadership style is one of its most important success determinants. This study sought to determine how job satisfaction was affected by a transformational leadership style. Transformational leadership is typified by the collaborations that leaders and followers make as well as the results that they achieve together to meet organizational goals. To find out how transformational leadership affects job satisfaction, a methodical literature review approach was used. Fourteen research publications that met the study's inclusive requirements were chosen using a strict article selection process involving a variety of journal databases. According to the study's findings, transformational leadership mostly entails four behaviors: intellectual stimulation, individual consideration, inspiring drive, and idealized influence. The findings of this study will encourage decision-makers in the hospitality sector and hotel managers to expand the application of transformational leadership by investigating theoretical frameworks that clarify the relationship and development of the process between the transformational leadership styles employed by hotel owners and executives.
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