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Record W2084143549 · doi:10.1177/001088040004100124

Creating Visible Customer Value

2000· article· en· W2084143549 on OpenAlexaff
Laurette Dubé, Leo M. Renaghan

Bibliographic record

VenueCornell Hotel and Restaurant Administration Quarterly · 2000
Typearticle
Languageen
FieldBusiness, Management and Accounting
TopicCustomer Service Quality and Loyalty
Canadian institutionsMcGill University
Fundersnot available
KeywordsReputationValue (mathematics)BusinessMarketingService (business)AdvertisingSpace (punctuation)PleasureComputer sciencePsychologySociology

Abstract

fetched live from OpenAlex

Hotel guests seek value, and hotel managers seek to provide that value. The matter is not that simple, however, because the hotel attributes that create value depend on the reason a guest is traveling (e.g., for business or for pleasure). Moreover, the value-creating attributes that guests consider in the decision to book a hotel are not necessarily the same attributes that create value during the hotel stay. In particular, guests seem to consider only an outstanding performance as value laden. Only half of the 469 frequent travelers surveyed by a Cornell University study, for example, could recall an instance of outstanding value in their most recent hotel stay. Travelers were able to identify well over 1,000 hotel attributes that help to drive their purchase decision. Fortunately, those attributes can be aggregated. The top attributes driving the guests' purchase decision were: location, brand name and reputation, physical property (exterior, public space), guest-room design, and value for money. Some of the same attributes also created value during the stay. The top five were: guest-room design, physical property (exterior, public space), interpersonal service, functional service, and F&B-related services.

Fetched live from OpenAlex and de-inverted. Abstracts are not stored in this database: the inverted indexes are 8.6 GB of the frame’s 9.3 GB of text, and the host has 13 GB free.

How this classification was reachedexpand

Full frame machine prediction

Teacher imitation

Not calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.

metaresearch head score (Codex)0.003
metaresearch head score (Gemma)0.010
Version: metacan-v3-hybrid-931329e0061cValidation status: machine_predicted_unvalidated
Candidate categoriesnone
Consensus categoriesnone
DomainCandidate signal: none · Consensus signal: none
Study designCandidate signal: Not applicable · Consensus signal: none
GenreCandidate signal: Empirical · Consensus signal: none
Teacher disagreement score0.033
Threshold uncertainty score0.110

Distilled classifier scores by category (both heads)

CategoryCodexGemma
Metaresearch0.0030.010
Meta-epidemiology (narrow)0.0000.000
Meta-epidemiology (broad)0.0000.000
Bibliometrics0.0020.001
Science and technology studies0.0020.002
Scholarly communication0.0140.007
Open science0.0010.010
Research integrity0.0020.003
Insufficient payload (model declined to judge)0.0330.008

Machine scores (provisional)

The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.

Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.

Opus teacher head0.019
GPT teacher head0.242
Teacher spread0.223 · how far apart the two teachers sit on this one work
Validation statusscore_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from it

Classification

machine, unvalidated

Machine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.

The models applied no category: nothing in the taxonomy fit this work.
Study designNot applicable
Domainnot available
GenreEmpirical

How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".

Quick stats

Citations133
Published2000
Admission routes1
Has abstractyes

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Same venueCornell Hotel and Restaurant Administration QuarterlySame topicCustomer Service Quality and LoyaltyFrench-language works237,207