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Articles 1 - 30 of 370
Full-Text Articles in Business Intelligence
Strategic Judgment In Leadership Decision-Making: Evaluating Ai In Organizational Contexts, Cate Wengelnik
Strategic Judgment In Leadership Decision-Making: Evaluating Ai In Organizational Contexts, Cate Wengelnik
Southwestern Business Administration Journal
This paper presents a classroom-based approach for teaching strategic judgment in leadership decision-making through the evaluation workplace communication and incorporates the use of artificial intelligence (AI). As AI tools become more common in organizational settings, leaders and employees must be prepared to assess outputs that may appear professional while containing inaccurate, unsupported or potentially risky information. This paper describes an instructional case in which students examine an AI-generated response to an employee inquiry about workplace accommodations and Human Resources related matters. Students (1) evaluate the message for clarity, tone and apparent usefulness, then (2) analyze the organizational risks created when …
The Strategic Role Of Frontline Sales Personnel In Semiconductor Manufacturing Markets, Daisuke Yahiro
The Strategic Role Of Frontline Sales Personnel In Semiconductor Manufacturing Markets, Daisuke Yahiro
Jesselton Journal of Educators and Scholars
This study examines the strategic role of frontline sales personnel within semiconductor manufacturing environments characterized by technological volatility, operational interdependence, and evolving customer demands. Drawing upon emergent strategy, strategy-as-practice, and organizational sensemaking perspectives, the study explores how frontline personnel contribute to organizational responsiveness and strategy formation beyond conventional execution-oriented roles. A qualitative interpretive research design grounded in pragmatism and symbolic interactionism was adopted. Data were collected through semi-structured interviews involving 12 participants engaged in semiconductor manufacturing sales, customer coordination, and managerial activities in Japan. The findings reveal that frontline personnel function as strategically embedded organizational actors who contribute to operational …
Managerial Mindset And Ai Adoption In Smes. A Systematic Review Of Cognitive, Behavioural, And Institutional Foundations, Shabin Muzibbhai Shaikh, Shivkanya Birla
Managerial Mindset And Ai Adoption In Smes. A Systematic Review Of Cognitive, Behavioural, And Institutional Foundations, Shabin Muzibbhai Shaikh, Shivkanya Birla
European Management Studies
Purpose: This study examines how managerial mindset shapes the adoption of artificial intelligence (AI) in small and medium‑sized enterprises (SMEs). While existing research often highlights resource or capability constraints, this review shows that deeper cognitive, behavioral, and institutional foundations strongly influence how managers interpret AI and decide whether to engage with it.
Design, Methodology, and Approach: A systematic literature review (SLR) was conducted using established protocols. Thirty influential studies across managerial cognition, behavioral strategy, institutional theory, and technology adoption were identified, screened, and synthesized. Their insights were integrated into a multilayered conceptual model explaining how mindset shapes AI adoption in …
Decoding Stock Market Movements: The Role Of Unemployment And Volatility, Bipllab Roy, Suparna Bhattacharjee
Decoding Stock Market Movements: The Role Of Unemployment And Volatility, Bipllab Roy, Suparna Bhattacharjee
Northeast Journal of Complex Systems (NEJCS)
This study investigates how unemployment and market volatility interact with stock prices in the Indian context, framing the stock–labour–volatility nexus as a complex adaptive system (CAS) rather than a set of linear, time-invariant relationships. Using verified secondary data on unemployment, India VIX, and NSE stock indices for 2013–2023, we first apply simple and multiple regression as a descriptive baseline. Results show a strong negative association between unemployment and stock prices (R ≈ 0.824, R² ≈ 0.68, p < 0.05), consistent with Keynesian demand-side channels, while the linear VIX–stock relationship is weak and statistically insignificant (R² ≈ 0.07, p > 0.05), consistent with the expectation that volatility operates through non-linear, regime-dependent mechanisms not captured by OLS.
Importantly, we document and transparently disclose critical …
Regularity Clarity At A Cost: The Risks To Everyday Investors If Project Crypto Continues Without Guardrails, Maia Chess
Regularity Clarity At A Cost: The Risks To Everyday Investors If Project Crypto Continues Without Guardrails, Maia Chess
The University of Cincinnati Intellectual Property and Computer Law Journal
No abstract provided.
Impact Of Digital Leadership And Organizational Intelligence On Digital Organizational Transformation: An Empirical Study, İzzet Dedeoğlu, Murat Ak, Filiz Demir, H.Tezcan Uysal
Impact Of Digital Leadership And Organizational Intelligence On Digital Organizational Transformation: An Empirical Study, İzzet Dedeoğlu, Murat Ak, Filiz Demir, H.Tezcan Uysal
Makara Human Behavior Studies in Asia
Technological and digital developments in the current information age have brought profound transformations to organizations, especially business operations and structures. Digital organizational transformation may be more effectively managed through the combined influence of digital leadership and organizational intelligence. This study examines the impact of digital leadership and organizational intelligence on the digital organizational transformation process, addressing a clear gap in the existing literature, as few studies have empirically investigated these factors together. Data were collected via an online survey from 104 employees of a packaging company in Konya, Türkiye, using a convenience sampling method. The study was designed as an …
Killing Bali (Part I) A Journey From God’S Paradise To Human Inferno, Pierre Fournié, Dr Pierre Fournié
Killing Bali (Part I) A Journey From God’S Paradise To Human Inferno, Pierre Fournié, Dr Pierre Fournié
International Journal of Religious Tourism and Pilgrimage
Tourism is growing and growing fast. Before the pandemic, in 2018, the number of arrivals worldwide reached 1.4 billion arrivals from less than 600 million, twenty years earlier. In many countries, especially in developing ones, tourism is perceived as a unique opportunity, a model of territorial development, possibly a national strategy. In Indonesia, after being elected in 2014, former President Joko Widodo (Jokowi) emphasised the importance of tourism, considered as a strategic sector. It had to become the largest exchange currency contributor to Indonesia’s revenue thus bypassing rubber, coal, oil and gas (Fournié & Dou, 2018).
In the collective awareness …
Scientific Research In Cuba: A General Analysis With A Special Focus On Energy, Agriculture And Technology, Henri Dou, Pierre Fournie
Scientific Research In Cuba: A General Analysis With A Special Focus On Energy, Agriculture And Technology, Henri Dou, Pierre Fournie
International Journal of Islands Research
An analysis of science in Cuba is carried out using data from the OpenAlex database. Examples are developed: agriculture, rice, technology in relation to the current situation: national food supply, energy and medicine. The predominance of research in biology and medicine and the low commitment in the fields of agriculture, energy, medicinal plants and technology are highlighted. Various development schemes are proposed. The conclusion is that research must be directed towards strategic areas: food and energy, must be less dispersed and that technology must be better taken into account. Three proposals are made: the development of a chemical analysis platform …
Behavioral Biases As Drivers Of Complexity In Stock Markets: An Agent-Based Modeling Approach, David Joseph Dr, Alwin Joseph, Blesson James, Kajal Dass
Behavioral Biases As Drivers Of Complexity In Stock Markets: An Agent-Based Modeling Approach, David Joseph Dr, Alwin Joseph, Blesson James, Kajal Dass
Northeast Journal of Complex Systems (NEJCS)
By modeling financial systems as Complex Adaptive Systems, this study investigates how behavioral biases influence emergent complexity in stock markets. The study integrates heterogeneous agents, such as rational traders, herding agents, overconfident traders, and anchoring/disposition-driven investors, within a Limit Order Book framework calibrated to both U.S. and Indian market conditions using an Agent-Based Modeling (ABM) approach implemented through the high-fidelity ABIDES simulation environment. Price dynamics, volatility patterns, and liquidity structures were analyzed by Monte Carlo simulation experiments with different behavioral compositions. The results show that behavioral biases cause nonlinear price reactions, produce heavy-tailed return distributions that distort order-book complexity, and …
Wings Of Perception: Investigating Customer Sentiments In Indian Aviation Sector, Yashodhan Karulkar, Kaiwan Vaghchhipawala, Aditya Trivedi, Anushree Talekar
Wings Of Perception: Investigating Customer Sentiments In Indian Aviation Sector, Yashodhan Karulkar, Kaiwan Vaghchhipawala, Aditya Trivedi, Anushree Talekar
Journal of International Technology and Information Management
India's aviation sector, a key contributor to the nation's economy, has experienced rapid growth, supporting nearly 7.5 million jobs and contributing approximately $30 billion annually to the GDP (Gross Domestic Product). The growth, driven by increased demand for air travel and government incentives, has resulted in more competition among carriers. In the competitive market, it is necessary to understand customer preferences to enhance the quality of service and maintain a competitive edge. The dissemination of customer opinions on social media and review platforms offers airlines the opportunity to access passenger views. However, extracting useful information from this unstructured data is …
Business Process Redesign For Reducing Undelivered Product Return Losses In E-Commerce – An Explainable Ai Approach, Venkataraghavan Krishnaswamy, Deepa R, Himanshu Sharma
Business Process Redesign For Reducing Undelivered Product Return Losses In E-Commerce – An Explainable Ai Approach, Venkataraghavan Krishnaswamy, Deepa R, Himanshu Sharma
Journal of International Technology and Information Management
Product returns in e-commerce affect the profitability of the e-tailer. We adopt a two-stage approach to reduce undelivered product returns in an e-commerce firm. First, we develop and compare machine learning techniques—logistic regression, decision trees, Naïve Bayes, random forest, adaptive boosting, gradient boosting, stochastic gradient boosting, and deep neural networks—on their ability to predict undelivered returns. Next, we use explainable methods, such as relative importance and Shapley values, to develop insights from the best-performing machine learning model. Finally, we use these insights and the predictive model to redesign the firm’s order fulfillment and return processes. A Post-implementation evaluation of the …
Corporations’ First Amendment Rights And Algorithmic Cocoons, Sol Murgui Orsucci
Corporations’ First Amendment Rights And Algorithmic Cocoons, Sol Murgui Orsucci
Fordham Journal of Corporate & Financial Law
This Note examines how corporate First Amendment doctrine applies to algorithmic systems that curate commercial information and public discourse across online platforms. Courts have increasingly treated ranking, recommendation, and moderation practices as exercises of protected editorial judgment. At the same time, the Court has justified protection for corporate speech in part by reference to listener-centered interests in access to information and competitive comparison. This Note argues that the interaction between these doctrinal strands and contemporary algorithmic intermediation reveals a structural tension. Data-driven optimization can generate individualized informational environments—what this Note terms “algorithmic cocoons”—in which users encounter content, offers, and prices …
Too Warm To Win Big? Unpacking The Backer Dynamics Behind Female Crowdfunding Success Using A Warmth And Competence Perspective, Dan Liu
Journal of International Technology and Information Management
While crowdfunding is often heralded as a democratized funding avenue that empowers women with higher success rates, this study reveals a more nuanced picture of gender dynamics. The Stereotype Content Model suggests that women are often perceived as warmer but less competent. Using a large dataset from Kickstarter, we find that female-led projects can attract more backers, likely due to warmth-driven appeal, but receive smaller average contributions, potentially due to concerns about risk linked to lower perceived competence. However, the total funding raised by female-led campaigns is comparable to that of male-led ones, showing no clear advantage or disadvantage. This …
Online Community Dynamics: An Analysis Using Louvain During Major Sporting Events, Anushka Jaint, Yashodhan Karulkar, Kashish Jindal, Sri Sai Harshita Gadavarthi, Sanya Gulati
Online Community Dynamics: An Analysis Using Louvain During Major Sporting Events, Anushka Jaint, Yashodhan Karulkar, Kashish Jindal, Sri Sai Harshita Gadavarthi, Sanya Gulati
Journal of International Technology and Information Management
With the power of social media transforming the way people connect and interact with each other, the dynamics of community formation on platforms such as X during major events are of crucial importance. While social media is an increasingly key driver in determining interactions, little is known about the online influence forming and developing fan communities in high-stakes events. This study looks into the development of user communities for datasets drawn from Kaggle on two of the world’s largest sporting events: the FIFA World Cup 2022, or football, and the T20 World Cup 2022, or cricket, with the aim of …
Blockchain As A Digital Coordination Infrastructure For Project Management: A Systematic Review And Integrative Framework, Cherie Bakker Noteboom, Sai Neelima Seru, Aravindh Sekar
Blockchain As A Digital Coordination Infrastructure For Project Management: A Systematic Review And Integrative Framework, Cherie Bakker Noteboom, Sai Neelima Seru, Aravindh Sekar
Journal of International Technology and Information Management
Blockchain technology has gained increasing attention as a digital infrastructure capable of improving transparency, trust, and coordination in complex, multi-organizational project environments. However, existing research on blockchain-enabled project management remains fragmented and industry-focused, providing limited guidance for organizational adoption and integration. This study addresses this gap through a systematic literature review of 29 peer-reviewed studies, following PRISMA guidelines, to examine how blockchain capabilities are incorporated into project management practices across industries and maturity stages.
Grounded in Resource-Based View and Coordination Theory, the analysis employs a feature-to-process mapping approach to link six core blockchain capabilities—decentralization, transparency, immutability, smart contracts, traceability, and …
The Value Of Personal Data Ecosystems: A Flemish Media Sector Case Study, Maarten De Mildt, Melanie Verstraete, Sofie Verbrugge, Didier Colle
The Value Of Personal Data Ecosystems: A Flemish Media Sector Case Study, Maarten De Mildt, Melanie Verstraete, Sofie Verbrugge, Didier Colle
Journal of International Technology and Information Management
Personal Data Stores (PDSs) have been proposed as a privacy-preserving approach to data sharing that increases individual control over personal data while enabling new forms of cross-organizational collaboration. This collaboration leads to the emergence of Personal Data Ecosystems (PDEs). Despite growing interest in PDEs, limited research has examined how the organizational and economic barriers identified in prior studies manifest in practice. This paper investigates these challenges through a case study of the Flemish media sector within the Solid4Media project, which explores the use of PDSs to support data sharing and personalization across media organizations. Using a qualitative research design, data …
Responsible People Analytics For Remote-Work Decisions: A Machine-Learning Benchmark For Classifying Perceived Productivity, Ruth Menjivar, Nima Molavi, Narges Mashhadi Nejad
Responsible People Analytics For Remote-Work Decisions: A Machine-Learning Benchmark For Classifying Perceived Productivity, Ruth Menjivar, Nima Molavi, Narges Mashhadi Nejad
Journal of International Technology and Information Management
This study examines whether employee-perception survey data can support responsible people-analytics decisions about remote-work productivity. Using the public New South Wales (NSW) Remote Working Survey 2021 (N=1,512), the study benchmarks statistical and machine-learning classifiers for self-reported perceived productivity classes (same, less, or more productive when working remotely relative to onsite work), not objective output, under default, class-weighted, and resampling protocols. Main evidence comes from 5×5 repeated stratified cross-validation using macro F1 and balanced accuracy with fixed model specifications. Class-balanced separability is modest. Random Forest, CatBoost, and LightGBM form a leading cluster with overlapping confidence intervals (macro F1 ≈0.51–0.52). Affective/well-being items, …
Towards Developing A Career Technology Fit Framework And Analyzing Its Influence On Work-Related Outcomes Among It Professionals, Gunjan Tomer
Journal of International Technology and Information Management
With growing attrition rate and significant demand for skilled IT professionals, the importance of studying their behaviour has become important for both academia and industry. Despite ample amount of research, there is still a gap between theory and practice. Based on our qualitative study conducted on Indian IT professionals we propose that technology allocation might contribute in understanding the behaviour of IT professionals. We found that IT professionals evaluate the technology allocated to them based on their individual career motives. This evaluation, either positive or negative, influences their job outcomes. Further, we explored the factors that make a technology preferable …
High Technology And The Developing State: The Arrival Of Supercomputers In India, Ramesh Subramanian
High Technology And The Developing State: The Arrival Of Supercomputers In India, Ramesh Subramanian
Journal of International Technology and Information Management
While India has made vast strides in information technology in the last few decades, its success is mainly attributed to its software, rather than its hardware sector. In fact, India’s attempts at developing computer hardware that can match international standards have largely been unsuccessful. A notable exception is its development of a series of supercomputers that match and exceed many international standards. This paper looks at an interesting period in India’s computing history – namely the 1980s and 1990s – focusing on its development of an indigenous supercomputer. During that period, supercomputers were thought to be the sole privy of …
Early Stem Impressions, Student Engagement, And Readiness For Digitalization, Myron Sheu
Early Stem Impressions, Student Engagement, And Readiness For Digitalization, Myron Sheu
Journal of International Technology and Information Management
This study examines how early impressions of science, technology, engineering, and mathematics (STEM) shape business students’ learning behaviors and, ultimately, their readiness for organizational digitalization. Focusing on gender differences, subgroup identities, and perceived obstacles, the analysis uses survey data processed through correlation matrices, regression models, and subgroup heatmaps to trace the relationship between initial attitudes toward STEM and subsequent engagement patterns. The findings reveal consistent links between positive early impressions and active participation in structured STEM activities, along with gender-based distinctions in action preferences. Subgroup analyses further uncover nuanced patterns where stereotypes or perceived barriers correspond with reduced engagement. Collectively, …
Does Digital Innovation Matter For Hospital Efficiency? Evidence From U.S. Hospitals, C. Christopher Lee, Shihui Fan, Jung Young Lee, David W. Hwang
Does Digital Innovation Matter For Hospital Efficiency? Evidence From U.S. Hospitals, C. Christopher Lee, Shihui Fan, Jung Young Lee, David W. Hwang
Journal of International Technology and Information Management
Purpose – This study examines the impact of digital innovation on hospital performance, providing evidence to guide healthcare administrators and policymakers in making informed decisions regarding digital investment.
Design/Methodology/Approach – Using data from the 2020 American Hospital Association (AHA) U.S. Hospital Survey and the 2019 AHA Information Technology Survey, we empirically analyze the relationship between five dimensions of digital innovation—automation, cybersecurity, telehealth, health information exchange (HIE), and IT spending—and three efficiency indicators: occupancy rate, capacity productivity, and manpower productivity.
Findings – The results show that digital innovation has varying effects on hospital efficiency. Automation is positively associated with capacity and …
The Crowdfunding Paradox In Crisis: Rising Funder Demand Vs. Declining Entrepreneur Supply, Dan Liu, Guangzhi Shang, Cynthia Fan Yang
The Crowdfunding Paradox In Crisis: Rising Funder Demand Vs. Declining Entrepreneur Supply, Dan Liu, Guangzhi Shang, Cynthia Fan Yang
Journal of International Technology and Information Management
This study investigates how the crowdfunding marketplace responds to major crises, focusing on behavioral shifts among funders and entrepreneurs. Results show a dual impact on platform dynamics. On the demand side, funders become more engaged, with notable increases in the number of backers, average contributions, and total pledge amounts. This heightened activity suggests stronger altruistic motivations, as individuals view crowdfunding as a way to support others during difficult times. On the supply side, however, entrepreneurs act more cautiously, leading to a decline in new project launches. This drop likely reflects increased risk aversion and uncertainty as creators navigate volatile conditions. …
Extending The Emotional And Multiple Intelligence Theories: Integrating Cultural And Spiritual Intelligence Constructs To Fill Research Gaps, Kimberly J. Mcdonald
Extending The Emotional And Multiple Intelligence Theories: Integrating Cultural And Spiritual Intelligence Constructs To Fill Research Gaps, Kimberly J. Mcdonald
The Scholarship Without Borders Journal
This proposed mixed-methods convergent research study aims to explore extending the Emotional Intelligence (EI) and Multiple Intelligences Theories by integrating Spiritual Intelligence (SI) and Cultural Intelligence (CQ) constructs. The goal is to explore the interconnectedness of these intelligences to bridge existing research gaps concerning leadership, EI, SI, and CQ. By employing both quantitative and qualitative data collection methods from organizational leaders, this study seeks to develop a more comprehensive and holistic understanding of leadership efficacy across various organizational contexts. The anticipated outcomes aim to contribute to the body of knowledge and potentially impact leadership development in business, education, and other …
An Active Learning Simulation For Teaching Hadoop In An Undergraduate Business Curriculum, Ruben A. Mendoza Ph.D., Liyuan Liu Ph.D.
An Active Learning Simulation For Teaching Hadoop In An Undergraduate Business Curriculum, Ruben A. Mendoza Ph.D., Liyuan Liu Ph.D.
International Journal for Business Education
This paper shows the effectiveness of an experiential learning activity for teaching core Hadoop concepts to undergraduate business students across all majors (Finance, Marketing, etc.). The complexity of Hadoop, with its distributed computing model and deep technical requirements, presents significant challenges in educational settings. The simulation was developed for an introductory course in a Business Intelligence & Analytics (BI&A) curriculum and adapted for use in a Database Management (DB) course. Results show significantly higher performance on questions centered on the topic in an online test preparation game with a total of 236 students in 11 different offerings of the course. …
Investigating The Relationship Between Noun Classes And Plant Folk Taxonomy In Chasu Language Of Kilimanjaro Region In Tanzania, Peter Rabson Mziray
Investigating The Relationship Between Noun Classes And Plant Folk Taxonomy In Chasu Language Of Kilimanjaro Region In Tanzania, Peter Rabson Mziray
Journal of Humanities and Social Sciences
The current study investigates the relationship between noun classes and plant folk taxonomy in Chasu (G 22). The study focuses on two objectives: the first objective is to describe the plant folk taxonomy in Chasu and the second objective is to determine the relationship between noun classes and plant folk taxonomy in Chasu. Data were collected from rural villages in Same and Mwanga districts by using free listing, field interviews (jungle-walk-and-identify), and written texts containing Chasu plant names. The findings reveal that Chasu folk taxonomy reflects different ethnobotanical categories; including a unique beginner which is mmea/mimea ‘plant(s)’, and three life …
Skill Evolution In The Age Of Ai-Utilizing Text Analytics For Skill Gap Analysis To Prepare Women For Leadership Roles, Blenda G. Mutuma, Marcelline Ouma, Beth Kanyiri
Skill Evolution In The Age Of Ai-Utilizing Text Analytics For Skill Gap Analysis To Prepare Women For Leadership Roles, Blenda G. Mutuma, Marcelline Ouma, Beth Kanyiri
Communications of the IIMA
ABSTRACT
The rapid advancement of Artificial Intelligence (AI) is transforming the global workforce, presenting both opportunities and challenges for leadership development, particularly for women. As AI automates routine tasks and redefines skill requirements, there is a growing demand for uniquely human capabilities such as emotional intelligence, creativity, and strategic thinking, qualities that are inherently strong and often highly associated with women. Research indicates that women typically score higher in emotional intelligence, particularly in areas such as empathy and relationship management, which are critical for effective leadership (Goleman, 2020). Furthermore, studies by McKinsey & Company (2022) highlight that gender-diverse leadership teams, …
Book Review: Building A God, Carl Lee Tolbert
Book Review: Building A God, Carl Lee Tolbert
The Journal of Values-Based Leadership
No abstract provided.
Marketing De Moda Predictivo E Inclusivo: Estrategias De Segmentación Avanzada Para Audiencias Diversas Con Inteligencia Artificial, Oscar Barroso Huertas
Marketing De Moda Predictivo E Inclusivo: Estrategias De Segmentación Avanzada Para Audiencias Diversas Con Inteligencia Artificial, Oscar Barroso Huertas
GDI. Revista de investigación de Género, Diseño e Innovación
Introducción: El marketing predictivo, impulsado por la inteligencia artificial (IA), está transformando cómo las marcas anticipan las necesidades de sus audiencias. En Moda, la personalización es clave para conectar emocionalmente con los consumidores, pero también es esencial que las marcas sean inclusivas, respetando la diversidad y la privacidad. Este artículo explora cómo las marcas de moda usan el marketing predictivo para segmentar audiencias diversas, garantizando campañas personalizadas e inclusivas. Metodología: Este estudio adopta un enfoque mixto, combinando revisión documental y análisis cualitativo. Se revisan fuentes académicas y casos de marcas que aplican marketing predictivo inclusivo, utilizando tecnologías como machine learning …
From Data To Action: An Adaptable Crosstabs Template For Participatory Survey Data Analysis, Natalia Pinzon, Vikram Koundinya, William O'R Dowling, Ryan Galt
From Data To Action: An Adaptable Crosstabs Template For Participatory Survey Data Analysis, Natalia Pinzon, Vikram Koundinya, William O'R Dowling, Ryan Galt
Journal of Extension
We present a practical and accessible template for quantitative survey data analysis designed for non-academic researchers in order to facilitate engagement from community collaborators. The template, created in Google Sheets, is mainly for computing cross-tabulations, but it also displays frequency distributions and p-values for determining statistical significance. The template allows collaborators to record their observations and questions, promoting an efficient yet interactive review process and fostering a democratic analysis environment. Based on our own experience using this template for a data party, we highlight its effectiveness in promoting collaborative data interpretation, decision-making, and the actionable use of survey findings.
Effect Of Street-Pricing Deregulation In U.S. Airports On Customer Satisfaction, Thorsten Merkle, Satheesh Seenivasan, Sushanta Das
Effect Of Street-Pricing Deregulation In U.S. Airports On Customer Satisfaction, Thorsten Merkle, Satheesh Seenivasan, Sushanta Das
ICHRIE Research Reports
This study investigates the impact of pricing policies and food and beverage (F&B) strategies on traveler satisfaction in the dynamic airport environment, with a focus on Phoenix airport in comparison with two other (undisclosed) major U.S. airports. Using a mixed-methods approach that integrates unstructured observations and social media analytics, the research provides a comprehensive understanding of passenger behavior, satisfaction, and spending patterns in airside F&B outlets.
Key findings reveal that traveler satisfaction is driven by factors such as service quality, timeliness, perceived value, and emotional engagement, with price sensitivity playing a relatively minor role. Phoenix International Airport exemplifies a successful …