http://oaps.umac.mo/handle/10692.1/330 2026-01-06T10:08:10Z http://oaps.umac.mo/handle/10692.1/368 Title: Analysis of Hotel Image Perception Based on Online Reviews – A Case Study of MGM COTAI in Macau Authors: GU, RUI TONG(谷瑞童) Abstract: This study analyzes the image of MGM COTAI among Chinese tourists based on online web reviews. A text mining software, ROST CM 6.0, was used to analyze high-frequency words in the reviews, and a semantic network analysis was created based on the reviews. Based on the cognitive-affective-conative model, it was found that Chinese tourists pay more attention to the facilities, location, service and environment of the hotel, and "hotel" and "service" were found to be the core words in the reviews, which were closely connected with other words. CM 6.0 was also used for sentiment analysis and found that customers' sentiments towards MGM COTAI were predominantly positive, with a strong focus on service and location. And small number of customers expressed their desire to revisit. After analyzing and summarizing the image of MGM COTAI, recommendations were made in this study. 2024-01-01T00:00:00Z http://oaps.umac.mo/handle/10692.1/367 Title: The Impact Of Other Customers’ Incivility On Focal Customer Behavioral Intention: The Role Of Visit Frequency Authors: LU, ZHEN(魯真) Abstract: In the context of service encounters, customers attitudes and behavioral intentions are usually affected by the behavior of other customers. This paper examines how the incivility of other customers affects focal customers attitude and their behavioral intentions when dining in a restaurant environment. This study found that the focal customer attitude mediates other customers' incivility and the behavioral intention of focal customers. This paper also studies the moderating effect of visit frequency between other customers' incivility and focal customer attitude. Specifically, when the focal customer is a first-time customer, other customers' incivility has a greater impact on the attitude of the focal customer. Finally, this paper provides theoretical and practical implications. 2024-01-01T00:00:00Z http://oaps.umac.mo/handle/10692.1/366 Title: Factors Of Live Music Concert Experience Affecting Customer Satisfaction And Behavioral Intention In The Integrated Resort In Macau Authors: HE, YU FAN(何宇帆) Abstract: Macau, a glittering tourist destination city. Its unique blend of Eastern and Western cultures, with world-class resorts, cuisines and cultural attractions, attracts countless tourists to visit. In recent years, Macau's tourism industry has grown rapidly. Macau has become a destination for many singers to hold concerts, which is one of the purposes of many tourists visiting Macau. The purpose of this study is to investigate the factors that affect the satisfaction of customers in concert and their willingness to behave in the future, which is very important for the resort to improve the customer experience. The objective is to gain a deep understanding of customers and resorts to fill gaps in business and academia. An online questionnaire was distributed over two weeks from December 29, 2023 to January 8, 2024. A total of 221 valid questionnaires were collected. Various methods were used to analyze the results including descriptive analysis, reliability and validity test, simple correlation matrix and SEM analysis. The results showed that audience interaction has a significantly positive relationship with satisfaction; staff friendliness has a marginal significant positive relationship with satisfaction. In addition, satisfaction has a strong significantly positive relationship with behavioral intention. Based on the result, IR managers can pay attention to the audience's demand for interaction and strengthen staff management to improve service quality. Although some of the results are inconsistent with previous literature on customer satisfaction, this study also has different implications for resorts and markets, helping them better understand what factors can affect customer satisfaction throughout a concert. 2024-01-01T00:00:00Z http://oaps.umac.mo/handle/10692.1/365 Title: The Magic Of Typeface Curvature In Nostalgic Tourism Products Authors: YANG, XIN XIN(陽欣欣) Abstract: Characters with a variety of typefaces are ubiquitous in our daily lives. How do typeface designs influence consumers’ preferences toward different kinds of tourism products? The current research identifies the effect of round and angular typefaces on travelers’ preferences toward personal and historical nostalgic tourism attractions. Two studies show that when travelers are exposed to personal nostalgic attraction whose advertisements use round typefaces, they show greater preferences toward them; whereas, in the historical nostalgic setting, angular typeface increases preference for it. Importantly, perceived casualness and perceived formality will mediate the impact of typeface on consumer response toward communication materials featuring nostalgic tourism products. We conclude with the implications of these findings for marketers, such as for their typeface choices in marketing actions. Theoretically, we contribute to a growing body of research examining the congruity between typeface design and nostalgic types of tourism products. 2024-01-01T00:00:00Z