Provision Of Hospital Services Research Articles

Comparison of perinatal hospital services of women living in Roma settlements in Slovenia

Abstract Background Women living in Roma settlements in Slovenia had worse perinatal health indicators comparing with women from the rest of population. They gave more births in younger age and used fewer preventive services and later in pregnancy. Roma children had higher chances to be born earlier and with lower birth weight. We explored the differences in provided hospital services between pregnant Roma and the rest of female population in Slovenia. Methods We identified the female inhabitants of Roma settlements from the national registry of population and separated from the rest of the population data. Health indicators were provided from the national health register - Perinatal Information System for the years from 2018 to 2022. The frequency statistics, ANOVA and comparison of column proportion tests were used (p-value<0.005, 95% CI) to compare the differences in categories of services in those two groups. Results Statistically significant differences were found in several hospital services comparing treatments of pregnant females from Roma settlements comparing to the rest of female population. Women from Roma settlements had higher ratio of gynecologic history without remarks, fewer treatments and less prevention investigations in prenatal period and higher ratio of natural start of delivery. In addition, by Roma females was used less medication during delivery, less episiotomies and fewer caesarean section were performed. Conclusions There are significant differences in provision of hospital services between female inhabitants of Roma settlements and the rest of population. Some of them could be explained by younger average age of delivery in Roma, but additional research would bring more light in possible impact of socio-economic and cultural determinants on both the use and provision of health services. Key messages • There are differences in provided health services between Roma women and the rest of female population. In depth research of prenatal and hospital services would bring additional explanations. • Considering the health inequalities which start by birth, targeted and tailored actions to improve health of Roma women and their new-borns are appropriate and necessary.

СТРАТЕГІЧНЕ ПЛАНУВАННЯ ЯК ОСНОВА ВПРОВАДЖЕННЯ ЕКОЛОГІЧНОЇ ВІДПОВІДАЛЬНОСТІ ПІДПРИЄМСТВ ІНДУСТРІЇ ГОСТИННОСТІ В УКРАЇНІ

The hospitality industry, which is experiencing a crisis in Ukraine, today needs transformation and greening of its own activities. The implementation of environmental responsibility of hospitality service providers is not just a condition for their competitiveness, but opens up a wide range of directions for the development of industry enterprises in future. The purpose of the research: to analyze the existing documents of medium and long-term planning at the regional level on individual examples, to determine promising directions for the formation of environmental responsibility of enterprises in the hospitality industry. The subject of the study: practical experience of planning and implementation of environmental responsibility among hospitality service providers at the regional level. Research methods: in the research process, general scientific and special methods of scientific knowledge were used, namely abstraction, induction and deduction, analogy and qualitative comparison, analysis of causes and consequences. Research hypothesis: the only way to ensure environmental responsibility in the field of hospitality is a conscious attitude of regional authorities and owners of enterprises providing hospitality services to existing environmental problems. The main results of the research: the analysis of publications by domestic and foreign scientists, as well as strategic and programmatic documents of regional development in Ukraine allowed to draw conclusions about the state of social responsibility in the western and eastern regions, determining that most documents lack any measures regarding the environmental responsibility of service providers hospitality Originality and practical significance of the study: the proposed tree of goals for framework development strategy of environmental responsibility is an unified tool that can be detailed according to the stage of development and financial capacity of hospitality establishments. Conclusions: the proposals presented in the course of the study regarding the formation of environmental responsibility of hospitality service providers are appropriate according to the current situation and can be used to overcome the systemic crisis in the industry, to develop its competitiveness for attraction a new domestic and foreign consumers

Proposed categories for reporting of service organization in rehabilitation in clinical trials: a discussion paper.

The lack of standardized reporting for crucial organizational factors in rehabilitation poses a significant barrier to understanding their impact on patient outcomes in clinical trials and meta-analyses. Based on the categories in the International Classification of Service Organization in Rehabilitation (ICSO-R 2.0), we aimed to develop reporting standards specifically for organizational factors in clinical trials. A comprehensive two-step process was conducted. In Step 1, important categories were identified. The identification was based on previous results from a Delphi survey with international stakeholder participation, two systematic literature reviews and results from focus groups with users in Germany, Indonesia and Norway. Step 2 involved the necessary reduction of categories and the proposal of reporting specifications, achieved through two voting rounds among key researchers, stakeholders and users. The suggested minimum reporting set comprises Context and Setting as well as Quality assurance and management. The Context and Setting is proposed to include whether the intervention is delivered by Hospital, Community or Other service providers. The Mode of delivery is proposed to be specified as Inpatient, Outpatient, In-home, or Tele-rehabilitation. Furthermore, the Level of specialization (Primary/Secondary) and the Phase of service delivery Acute, Subacute or Long-term rehabilitation services should be reported. The Quality assurance and management should be reported as Yes or No, with the option Yes requiring description of the quality assurance applied in the methods section. This study proposed a compulsory and standardized reporting of organizational factors in clinical trials to facilitate the generation of scientific evidence regarding effective service provision and delivery in rehabilitation medicine. Authors are encouraged to consider the proposed reporting set to testing, criticism, and modification to enhance its applicability and robustness.

Revisiting the effects of state anesthesia policy interventions: A comprehensive look at certified registered nurse anesthetist service provision in U.S. hospitals from 2010 to 2021.

Rural hospitals in the United States often rely on nonphysician providers such as advanced practice nurses to care for their patients. One important role that is served by advanced practice nurses is that of anesthesia provider (certified registered nurse anesthetist or CRNA). In 2001, Centers for Medicare & Medicaid Services (CMS) passed an opt-out law affording state governors the right to loosen physician supervision requirements on CRNAs in their respective states, thus potentially improving access in targeted areas. Since then, 24 states have adopted these opt-out provisions. We aim to understand the extent to which the CMS opt-out law has resulted in increased CRNA service provision in hospitals, especially in rural areas. The study used a longitudinal design. We compiled 2010-2021 American Hospital Association data, which includes 4,464 unique U.S. hospitals observed an average of 8 times annually (35,863 total hospital-year observations). We model CRNA services provision at the hospital level using longitudinal mixed effects generalized linear models that incorporate state, county, and hospital control variables. Using descriptive statistics and mixed effects generalized linear models, we discovered that adopting opt-out provisions does not universally result in increased CRNA service provision in U.S. hospitals. Notably, opt-out provisions do not improve access in rural counties. However, in supplemental analysis, we discover some of the conditions under which the likelihood of CRNA service provision is influenced. Hospitals often utilize CRNAs to staff their hospitals. However, many hospitals use both CRNAs and physician anesthesiologists; this can be a potential source of contention and confusion, given the lack of uniformity in thescope of practice policies. We offer some suggestions with regard to the effects of state interventions into the field, and how they might impact this dispute. Lastly, policymakers should consider additional measures to address rural access limitations, as the opt-out policy does not seem to be working as intended.

Rethinking Health Systems Responsiveness in Low- and Middle-Income Countries: Validation Study.

Health systems responsiveness (HSR) is the ability of systems to respond to legitimate non-health expectations of the population. The concept of HSR by the World Health Organization (WHO) includes respect for dignity, individual autonomy, confidentiality, prompt attention to care, availability of basic amenities, choice of provider, access to social support networks, and clarity of communication. The WHO tool is applied globally to assess HSR in low, middle, and high-income countries. We have revised the conceptual framework of HSR following a rigorous systematic review and made it specific for low- and middle-income countries (L&MICs). This study is designed to (1) run the Delphi technique to validate the upgraded conceptual framework of HSR, (2) modify and upgrade the WHO measurement tool for assessing HSR in the context of L&MICs, and (3) determine the validity of the upgraded HSR measurement tool by pilot testing it in Pakistan. The Delphi technique will be run by inviting global public health experts to provide suggestions on the domains and subdomains of HSR specific to L&MICs. Cronbach ɑ will be calculated to determine internal consistency among the participants. The upgraded HSR conceptual framework will serve as a beacon to modify the measurement tool by the research team, which will be reviewed by subject experts for refinement. The modified tool will be pilot-tested by administering it to 1128 participants from primary, secondary, and tertiary care hospitals in Rawalpindi district, Pakistan. Additionally, an "observation checklist" of HSR domains and subdomains will be completed to objectively measure the state of HSR across health care facilities. HSR assessment will be further strengthened by incorporating the perspective of hospital managers, service providers, and policy makers (ie, the supply side) as well as community leaders and representatives (ie, the demand side) through qualitative interviews. The study was started in January 2024 and will continue until February 2025. A multidimensional approach will yield significant quantifiable information on HSR from the demand and supply sides of L&MICs. This study will provide a conceptual understanding of HSR and a corresponding measurement tool specific to L&MICs. It will contribute to global public health literature and provide a snapshot of HSR in Rawalpindi district, Pakistan, with concrete action points for policy makers. DERR1-10.2196/59836.

Utilization of Telehealth in Kenya During COVID-19

Abstract: The Covid-19 pandemic caused significant disruptions to healthcare systems across the world, with rising cases of coronavirus infections leading to reduced hospital visits. The IPC interventions implemented by governments, such as restrictions of movements, curfews, school closures, and limited social gatherings, also impacted the provision of medical services in hospitals. In the Kenyan case, medical facilities and non-profit organizations became innovative and utilized telehealth to conduct patient consultations, perform diagnostic procedures, and provide treatment using ICT tools.

OVERVIEW OF THE LEVEL OF SATISFACTION OF THE PATIENT'S FAMILY AT THE CHILDREN'S POLY OF INDRAMAYU HOSPITAL

Success in providing hospital services is measured by the level of patient satisfaction and patient family, satisfaction is a person's feeling of pleasure or disappointment with the impression obtained when or after receiving services. The purpose of the study was to determine the picture of the level of satisfaction of the patient's family at the children's poly of RSUD Indramayu. This research uses quantitative research methods with a descriptive approach. The population in this study was the families of patients in the children's poly, for the sampling technique using accidental sampling as many as 85 respondents. Research instruments using questionnaires and data analysis using univariate. The results of this study found that as many as 48 respondents (56.5%) of patients' families were satisfied and 37 respondents (43.5%) of patients' families were dissatisfied, with dimensions tangible 65 respondents (76.5%) patient families are satisfied, reliability dimensions 68 respondents (80%) patient families are satisfied, responsiveness dimensions 68 respondents (80%) patient families feel dissatisfied, assurance dimensions 53 respondents (62.4%) and empathy dimensions 85 respondents (100%) patient families feel satisfied. The conclusion of this study illustrates the level of satisfaction of the patient's family at the children's poly of Indramayu Hospital, the results were obtained in the satisfied category of as many as 48 respondents (56.5%) and did not meet the minimum hospital service standards determined by the Ministry of Health of the Republic of Indonesia, which is ≥90%. It is recommended that medical personnel be able to make efforts or efforts in improving the health services provided.

Analyzing fuzzy semantics of reviews for multi-criteria recommendations

Hotel reviews play a vital role in tourism recommender system. They should be analyzed effectively to enhance the accuracy of recommendations which can be generated either from crisp ratings on a fixed scale or real sentiments of reviews. But crisp ratings cannot represent the actual feelings of reviewers. Existing tourism recommender systems mostly recommend hotels on the basis of vague and sparse ratings resulting in inaccurate recommendations or preferences for online users. This paper presents a semantic approach to analyze the online reviews being crawled from tripadvisor.in. It discovers the underlying fuzzy semantics of reviews with respect to the multiple criteria of hotels rather than using the crisp ratings. The crawled reviews are preprocessed via data cleaning such as stopword and punctuation removal, tokenization, lemmatization, pos tagging to understand the semantics efficiently. Nouns representing frequent features of hotels are extracted from pre-processed reviews which are further used to identify opinion phrases. Fuzzy weights are derived from normalized frequency of frequent nouns and combined with sentiment score of all the synonyms of adjectives in the identified opinion phrases. This results in fuzzy semantics which form an ideal representation of reviews for a multi-criteria tourism recommender system. The proposed work is implemented in python by crawling the recent reviews of Jaipur hotels from TripAdvisor and analyzing their semantics. The resultant fuzzy semantics form a manually tagged dataset of reviews tagged with sentiments of identified aspects, respectively. Experimental results show improved sentiment score while considering all the synonyms of adjectives. The results are further used to fine-tune BERT models to form encodings for a query-based recommender system. The proposed approach can help tourism and hospitality service providers to take advantage of such sentiment analysis to examine the negative comments or unpleasant experiences of tourists and making appropriate improvements. Moreover, it will help online users to get better recommendations while planning their trips.

KNOWLEDGE, ATTITUDE AND PRACTICES OF CARE GIVERS OF CHILDREN BELOW FIVE YEARS TOWARDS IMMUNIZATION AT NDEJJE HEALTH CENTRE IV, WAKISO DISTRICT. A CROSS-SECTIONAL STUDY.

Background Immunization is an important tool for controlling and eliminating life-threatening infectious diseases and is estimated to prevent between 2 and 3 million deaths each year. The study aims to assess the knowledge, attitude, and practices of caregivers of children below five years towards immunization at Ndejje Health Centre iv, Wakiso District. Methodology A descriptive cross-sectional study design using a quantitative approach to assess the knowledge, attitudes, and practices of mothers/caregivers towards immunization of children below five years. Results Most of the respondents had the required knowledge and right attitudes that were sufficient to inform their practice towards immunization. The majority (55%) knew all the Immunizeble diseases and few respondents did not know any of the Immunizable diseases (15%). (53%) accepted that immunization protects children against deadly diseases while (47%) denied that it does not protect children against deadly diseases. (74%) accepted that immunization is important against a few (26%) who denied that immunization is not important. (60%) had immunized all their children while (40%) had not immunized all of their children. As per the immunization schedule where (80%) had not immunized their children as per the immunization schedule and (20%) had immunized their children as per the immunization schedule. Conclusion Married women/caregivers, professional mothers/ caregivers, and as well as male children were found to be statistically significant predictors of maternal/caregivers toward childhood immunization. The child’s sex (male) and married women/caregivers showed statistical significance with mothers'/caretakers’ attitudes towards childhood immunization. Recommendation Public health education should be intensified to improve the knowledge, attitude, and practice of mothers/caregivers on childhood immunization. Continuous professional development sessions should also be provided to health service providers in hospitals to properly deliver to shape the knowledge and attitude of caregivers.

By the people, for the people: Local government's representation of voter preferences under the Affordable Care Act

AbstractDecentralized government is hypothesized to lead public service investments to better align with political preferences across geographical regions, yet there has been limited rigorous testing of this hypothesis. We examine how local public provision of hospital services varied according to political preferences between 2006 and 2016. We use state Medicaid expansion under the Affordable Care Act (ACA) as a source of exogenous variation. Consistent with the motivation for federalism, we find that areas less supportive of the ACA tended to convert the state expansion into lower property taxes with lower public hospital expenditures, whereas, in states that expanded Medicaid, local governments tended to increase public provision of healthcare.

The Emergency Department Response to Women Experiencing Domestic and Family Violence: Insights from Interviews with Hospital Staff, Service Providers and Community Groups in Australia

The Emergency Department Response to Women Experiencing Domestic and Family Violence: Insights from Interviews with Hospital Staff, Service Providers and Community Groups in Australia

Revising the basic principles of integrated marketing communications during a health-related crisis: the case of Croatian tourism and hospitality industry

PurposeAligning corporate communications through different information sources is a great challenge for marketers, especially those operating in the tourism sector, which has been harshly affected by the recent COVID-19 pandemic. This paper provides a deep analysis of the implementation of seven basic principles of the integrated marketing communications (IMC) paradigm in a crisis situation.Design/methodology/approachIn-depth interviews with tourism and hospitality service providers were conducted in the fourth quarter of 2021 in Croatia, a destination that showed remarkable results in terms of the number of international tourist arrivals during the pandemic.FindingsMost firms successfully transitioned from tactical to strategic IMC implementation. Some problems were reported in the coordination of communication tools and channels. Whereas the use of digital technology was enhanced, database management did not receive sufficient attention. Message clarity represented the greatest challenge, while consumer-centric communication was the most neglected principle. Relationship building was pursued mainly through B2B rather than B2C communication, whereas brand equity development pursued through communication mix mostly focused on increases in awareness, perceived quality and attitudinal loyalty.Research limitations/implicationsThis research is qualitative in nature and provides opinions on IMC adoption from the managerial perspective only.Practical implicationsThis paper provides guidelines for the successful integration of marketing communications (marcom) in an extremely ambiguous and uncertain environment.Originality/valueThe contribution of this work lies in the proposal of a new refined and expanded theoretical framework of IMC principles and numerous marcom strategies for operating during the COVID-19 pandemic, thus providing relevant implications for academia and industry.

ФОРМУВАННЯ ЕКОЛОГІЧНОЇ ВІДПОВІДАЛЬНОСТІ ПРОВАЙДЕРІВ ПОСЛУГ ГОСТИННОСТІ НА ЗАСАДАХ СОЦІАЛЬНОГО ДІАЛОГУ

The hospitality industry, which is one of the biggest generators of negative impact on the environment, needs transformation and greening. The problem of implementing environmental responsibility among Ukrainian tourism service providers is not just a condition of their competitiveness, but a guarantee of the possibility of functioning and development in the future. The purpose of the study: identification of the parameters of the social dialogue implementation for the formation of ecologically responsible sustainable functioning and development of the hospitality sphere at the level of tourist destination. The subject of the study: theoretical principles and practical experience of implementing social dialogue at the local level. Research methods: general and special methods of scientific knowledge, namely abstraction, induction and deduction, analogy and qualitative comparison were used in the research process. The hypothesis of the study is that the only way to ensure the ecological sustainability of the hospitality sector is the conscious attitude of the local population, as providers of hospitality services, to the existing environmental problems and the desire to preserve the natural, recreational, historical and cultural resources of their own territory. The main results of the study: the analysis of the theoretical basis of the development of the concept of social dialogue and modern international and domestic experience regarding its implementation in the field of hospitality and tourism allowed to determine the parameters of the social dialogue implementation for sustainable ecological development of the hospitality sphere at the local level. The originality and practical significance of the study: the presented parameters of the introduction of social dialogue for the sustainable ecological development of the hospitality sphere at the local level reveal the essence of the process involving not only the local population, but also visitors to the region, who must be informed and responsible for observing the rules and conditions of stay and recreation in the territory of the community. Conclusions: the proposals presented in the study regarding the development of social dialogue for the formation of environmental responsibility of hospitality service providers at the local level are relevant and can be used to overcome the current crisis in the industry, which began during the pandemic and was deepened with the beginning of a full-scale war

Achieving Senior Tourists’ Active Aging Through Value Co–creation: A Customer-Dominant Logic Perspective

Senior tourists have their own travel behaviors and preferences and require specific resources from the tourism industry and the broader society. This study adopts customer-dominant logic to understand how participating in tourism activities can support seniors in co-creating values toward active aging. Interviews were conducted with 31 senior tourists and 16 tourism and hospitality service providers. Six value themes were identified from the interviews, namely, enjoyment, connectedness, mental vitality, independence, sense of belonging, and self-esteem. The six values were categorized into functional, social, and spiritual dimensions. A value co-creation nexus was developed with continuum- and development-oriented active aging as the two extremes. This nexus highlighted the differentiated efforts exerted by co-creators to create value and identified the value co-creation routines of stakeholders, their corresponding values, and their facilitators. Value co-creation activities were introduced into active aging with tourism as the context. The findings of this study can support the management of tourism services, promote inclusiveness in society, and aid in government policy making.

Discovery and Analysis of Documentation Systems and Medical Record Service Procedures at Hospital Nacional Guido Valadares

Prepare information to facilitate the service process to patients and facilitate managerial decision making by clinical and administrative service providers in hospitals. This study aims to identify problems, root causes, carry out identification of alternative solutions, develop programs as selected solutions, and intervention plans to improve the causes of documentation systems and procedures for medical record services at Hospital Nacional Guido Valadares. This research is qualitative research. The subjects of the study were representatives of section heads and unit heads, representatives of medical record officers. Data collection is observation, interviews, documentation, recorder, Focus Group Discussion (FGD), Urgency Serousness Growth (USG) and brainstorming. Results of root cause identification using fishbone diagram and 5 why's analysis, alternative solutions using FMEA, risk priority number (RPN). The result of this study is that the officer provides medical record documents belonging to patients taken home, new patients do not bring referral letters from doctors, do not bring Electoral cards or other identity cards. Old patients forget to bring their identity cards for treatment, come back not according to the doctor's appointment. Suggestions for socialization efforts continue to be carried out to educate, remind patients and officers about the documentation and procedures that have been established and periodic evaluations.

Augmented and virtual reality in hotels: Impact on tourist satisfaction and intention to stay and return

Augmented reality (AR) and virtual reality (VR) have emerged as transformative technologies, revolutionizing the way tourists engage with hospitality service providers. A prime application is facilitating hotel bookings. Employing quantitative methods, this study establishes and validates a conceptual model that deciphers tourists’ inclinations towards hotel reservations and returns via AR and VR. Findings indicate that the perceived ease of use, innovativeness, and usefulness of AR and VR positively influence tourists’ satisfaction, driving them to embrace these technologies for hotel bookings. While there might be underlying concerns about associated risks, these risks do not significantly deter repeat visits. Consequently, this study illuminates the immense potential of AR and VR in elevating tourist experiences and promoting revisits. Hoteliers and marketers are advised to leverage these findings, fine-tuning their strategies to synchronize with this tech evolution and cater to evolving tourist expectations.

Issues Affecting Tourists' Satisfaction at Saint Martin Island, Bangladesh: Empirical Evidence and Suggestions

Tourist satisfaction has a significant impact on the survival and competitiveness of tourism businesses. However, issues affecting tourists??? satisfaction in relation to the developmental aspects of a destination remain largely ignored in major tourism destinations in Bangladesh. Accordingly, this study explores major issues affecting tourist satisfaction in an emerging travel destination of Bangladesh. Within a case study research design, this study collected data from Saint Martin Island, the only coral island in Bangladesh. Primary data were collected via 25 semistructured interviews while a variety of publications and unpublished materials in reference to the research objectives were reviewed as part of the secondary data source. The collected data were analyzed by employing thematic analysis and content analysis techniques. The findings reveal that during their stay at Saint Martin Island, tourists??? satisfaction is mostly affected by several issues including available attractions, accommodation facilities, touristic facilities, transportation, restaurant, and service quality. The identified issues must be considered before developing a tourist-friendly environment by catering to tourists??? expected quality for products and services. On this note, this article lays down some policy implications that could be helpful for tourism policymakers, government tourism officials, local tourism bodies, and hospitality service providers.

Customer Experience (Cx) Design in the View of Managers: An Analysis of the Impact of Pandemic in the Local Hospitality and Tourism Industry

Hospitality and tourism are among the worst-affected industries during this pandemic, with a global drop in demand. These industries are operating under strict restrictions, and a “new normal” needs to be defined. Because of its disruptive effects, hospitality and tourism providers must redesign the customer experience (CX), which is considered the core of the tourism and hospitality sector. Thus, this study sought to measure the views of the managers on customer experience (CX) design as an analysis of the impact of the pandemic in the local hospitality and tourism industry. This study emploa yed a descriptive method to identify the different variables of the study and presents quantitative research that utilized online survey method to gather data information from the respondents. Top-level managers from different hotels, resorts, restaurants and tourism sites in the prime hospitality and tourism towns in the province of Oriental Mindoro were the respondents (n=26) of this study. Results showed that the view of the managers on the measures designed to create safe customer experiences in terms of hygiene and protection, internal work reorganization, services cape reorganization, technology and digital innovations, customer wait time reduction, staff training and communication were all positively affirmative. As a result, these measures positively affected the intended experience in terms of reassurance, quickness and intimacy. It is recommended that the managers adopt and implement the proposed CX framework to enhance the customers’ experience in various hospitality and tourism service providers despite the threats of the pandemic and to guide the managers to transition to post-pandemic situations.

A service delivery standardization framework for Nigeria’s hospitality industry

The hospitality industry in Nigeria has experienced significant growth over the past decade, driven by rising tourism, business travel, and international events. However, challenges related to inconsistent service delivery across the sector continue to undermine its global competitiveness. This paper proposes a Service Delivery Standardization Framework designed to enhance service quality, customer satisfaction, and operational efficiency in Nigeria's hospitality industry. The framework is based on the alignment of local practices with international best standards, offering a structured approach to improve consistency in service offerings across hotels, resorts, and other hospitality establishments. It addresses critical areas such as staff training, customer service protocols, health and safety standards, and technology integration. The framework advocates for the development of national service benchmarks, the establishment of regulatory oversight, and the creation of a feedback loop for continuous improvement. By promoting uniformity in service delivery, the proposed model aims to strengthen the reputation of Nigeria's hospitality sector, attract more international visitors, and boost revenue generation. Furthermore, this framework highlights the role of stakeholder collaboration, including government agencies, industry associations, and hospitality service providers, in implementing and sustaining the proposed standards. Key performance indicators (KPIs) are established to monitor and evaluate the effectiveness of the framework in achieving higher service standards and enhancing the overall customer experience. The paper concludes with recommendations for phased implementation and areas for future research to support long-term competitiveness in the global hospitality market.

Transformative service research approaches for visitor experiences in major sporting events

PurposeThis research conceptualises the hallmark event, Melbourne Cup in Australia, as a major sporting brand experience. While numerous studies have explored consumer engagement and experiences in major sporting events, few research studies highlight the negative issues, such as alcoholism, gambling and violence, that may affect consumer engagement and experience. This article addresses the challenges and opportunities of providing immersive and transformative experiences through transformative service research (TSR) approaches when such negative issues are swirling around.Design/methodology/approachThe paper is conceptual. It uses the example of Melbourne Cup to illuminate aspects of the conceptual framework.FindingsThe article unpacks a myriad of positive and negative immersive brand experiences and contributes a conceptual framework to understand the sporting brand experience phenomenon and shows how authentically responsible marketing approaches can improve the sport spectator experience.Research limitations/implicationsInsights from the extended TSR framework presents implications for various organisations that are involved with strategic destination marketing approaches. It guides key stakeholders to engage in dialogue and collaborate in order to improve the attendee transformative experience. Inviting collaborators will facilitate the exchange of ideas that will improve event organisation. Consistent approaches among hospitality service providers would improve alcohol service and create a safe environment for attendees. The TSR framework guides players of the experience to engage in meaningful dialogue with a common goal to improve consumer wellbeing. Education and training therefore are key elements in the consumer sporting brand experience.Practical implicationsThe adapted TSR framework offers insights to destination marketers such as sporting agencies, tour operators and sporting organisations/clubs. Marketers may promote bigger sporting events and organise tours via travel agencies and ignore key elements that may influence attendee decision. Destination marketing organisations (DMOs) can use the framework to promote effective planning and the key initiatives that the iconic event is involved with. The framework can be used as a guide to manage similar international events. Events of major or mega size and international reputation need specific frameworks that address crowd behaviours of similar sizes.Originality/valueAn extended transformative service approach is being conceptualised for major sporting brand experiences. Practical implications are also highlighted for DMOs when raising the profile of city brands.