Service Attitude Research Articles

User Sentiment Analysis of the Shared Charging Service for China’s G318 Route

Shared charging services have gained popularity for their contribution to green travel. Accurately identifying the core factors that influence user experience (UX) not only enhances service quality and optimizes user satisfaction, but also promotes the dissemination of green travel concepts. However, the influencing factors and their mechanisms vary significantly across regions, particularly along the Chengdu–Lhasa (G318) route, which features large elevation changes, diverse climatic conditions, rugged terrain, and frequent geological disasters, making the influencing factors particularly complex. This study analyzes comment texts from 38 shared charging stations along the G318 route in the e-Charging APP, totaling 15,214 comments. A comprehensive approach is employed, including high-frequency word analysis, term frequency–inverse document frequency (TF-IDF) comparison, co-occurrence semantic network and co-word matrix feature correlation analysis, Latent Dirichlet Allocation (LDA) topic modeling, and sentiment analysis. This multifaceted analysis explores core themes, user viewpoints, and sentiments in the comments, focusing on users’ perspectives on service quality, usage experience, and environmental impact of the charging stations. The findings indicate that charging speed, service attitude, environment, operational status of hardware and software, and pricing are key factors influencing user sentiment. Users have a high demand for the perfection of supporting facilities of shared charging stations, directly affecting user satisfaction and indirectly influencing the brand image and market competitiveness of enterprises.

A Study on the Influencing Factors of Problem Foot Care Consumers’ Intention to Visit Nail Shop: Focusing on Extended Planned Behavior Theory

This study studied the intention of consumers to visit a nail shop incorporating the expanded theory of planned behavior to suggest suggestions related to the qualitative growth and marketing strategy of foot health care services. To this end, a measurement tool was prepared through a review of each previous study, and a research analysis was conducted with a total of 300 adult male and female responses through the method of the questionnaire. The main research results of this study according to the above research objectives and methods are summarized as follows. First, as a result of analyzing the effect of the planned behavior theory variable on the intention to visit the nail shop, both attitude and norm and perceived behavioral control had a significant positive effect on the intention to visit the nail shop, and among them, it was analyzed that the positive influence of attitude and norm was stronger. Second, as a result of analyzing the moderating effect of consumer experience characteristics consisting of prior experience and prior knowledge in the influence of the variable of the planning behavior theory on the problem development management of the study subjects on the intention to visit nail shops, both prior experience and knowledge showed no moderating effect. Based on these facts, the conclusions of this study are largely summarized in two ways. First, in order to increase the demand for nail shops that provide problematic foot care services, it is necessary to prepare a management strategy to increase the attitude and norms of problematic foot care service through visits to nail shops. Second, it is necessary to prepare a strategy to positively promote the problematic foot care service in nail shops regardless of new and existing customers.

Exploring the Selection and Training of Tour Leaders: An Evaluation Model Based on the Analytic Hierarchy Process

Since the outbreak of the global pandemic in 2020, the tourism industry in various countries has nearly come to a standstill, resulting in many individuals who previously worked as tour leaders shifting to other professions due to financial issues. As the pandemic gradually eases and border controls are progressively relaxed, the outbound travel market is seeing a glimmer of recovery. This signifies that the demand for tour leaders will increase for travel agencies. Tour leaders are not only promoters of business sales but also frontline service personnel who interact directly with customers. Their performance directly affects customer satisfaction with travel itineraries. Therefore, travel agencies must pay special attention to selection criteria when re-selecting tour leaders. This study aims to explore the selection criteria for tour leaders to assist travel agencies in objectively and effectively evaluating suitable candidates. Although tour leaders may not play as central a role in travel activities as tour guides, they remain crucial factors influencing the success or failure of travel activities. This paper collects expert opinions through the Delphi method and employs the Analytic Hierarchy Process (AHP) to categorize the selection criteria for tour leaders into five main dimensions and sixteen indicators, covering aspects such as personal conditions, professional knowledge, professional skills, service attitude, and execution capability. The ultimate goal of this study is to provide travel agencies with a more objective and effective basis for selecting tour leaders.

Skill Sets for the Hospitality Sectors: A Review

This article reviews the key skills required in the hotel industry, analyzing the importance of soft skills, technical skills, management, and leadership abilities. It also discusses the critical nature of cross-cultural competencies and language skills against the backdrop of globalization. The article emphasizes the foundational role of soft skills such as service attitude, communication, teamwork, and customer service. It points out the crucial role of technical skills like foreign language proficiency, information technology, and professional knowledge in enhancing service efficiency and market competitiveness. Management and leadership abilities, including organization, time management, and decision-making, are vital for the operational efficiency of hotels. Furthermore, the ability to engage in cross-cultural communication is essential for improving international competitiveness and customer experience. In the future, the demand for skills in the hospitality industry will be more diverse, and digital technology, multilingual competence and cross-cultural communication, the spirit of innovation and new training methods will bring greater challenges to practitioners in the hospitality industry.

The compassionate care framework plus quality control group improves the quality of postoperative nursing management for patients in anorectal surgery: An observational study.

This study aimed to investigate the effectiveness of the joint application of the compassionate care framework (CCF) and a quality control (QC) team in improving the quality of postoperative nursing management for patients in anorectal surgery. Patients who underwent anorectal surgery at the China-Japan Friendship Hospital between May 2022 and December 2022 were selected by convenience sampling. A digital random generator was used for random grouping. The odd numbers entered the control group (n = 53) and the even numbers entered the study group (n = 53). The control group received postoperative traditional nursing, and the study group received postoperative nursing and QC team management. A questionnaire survey was used to analyse patients' satisfaction with nursing. The two groups were compared for nursing quality scores, patient satisfaction with nursing care and incidence of complications. After management, compared with the control group, the study group scored significantly higher for the nursing process, environmental management, emergency response and safety protection (p < 0.05 for all). The study group also exhibited higher satisfaction scores with the nursing process, nurse-patient relationship and service attitude compared with the control group (p < 0.05 for all). The complication incidence rate in the study group was significantly lower than in the control group (p < 0.05). The combined use of the CCF and a QC team can effectively improve the quality of postoperative nursing management for patients in anorectal surgery, reduce the incidence of complications and enhance patient satisfaction with nursing care, thus holding significant potential for wider application.

Influential Factors on Chinese Tourists' Intention to Reuse Thai Traditional Massage Service

This research delves into the challenges Thai traditional massage establishments face in attracting and retaining Chinese tourists. It aims to assess the impact of service quality components, including staff quality, service attitude, and service environment, on Chinese tourists’ intention to reuse traditional Thai massage services. Additionally, it explores the influence of cultural image aspects, such as traditional cultural experiences, cultural exchange and interaction, and cultural presentation, on this intention. Rooted in a comprehensive literature review highlighting established models like SERVQUAL and the Service-Profit Chain, a causal associative approach with a quantitative methodology is employed. Data analysis techniques encompass descriptive and inferential statistics, revealing positive perceptions among Chinese tourists toward staff quality, service attitude, service environment, and cultural image, all contributing to their Intention to reuse. The discussion underscores the intertwined nature of service quality and cultural image, emphasizing the pivotal role of cultural experiences. Strategic implications advocate for continuously elevating standards, adapting to changing preferences, and adopting an integrated approach for holistic customer experiences. Recommendations for future research include a longitudinal approach, expanding demographic scope, exploring psychological underpinnings, experimental designs, and leveraging digital data. Overall, this research provides valuable insights into the complex interplay of the above-mentioned factors, offering practical guidance for the growth and adaptability of the Thai traditional massage industry in catering to Chinese tourists. Keywords: Thai traditional massage services, service quality, cultural image; Intention to reuse

Research on the tourist destination image of the Huaiyang Canal based on network data

The Huaiyang Canal, a significant section of the Grand Canal, boasts representative tourist attractions. This study analysis of online reviews from Ctrip and Mahive using R language, Gephi, ROST CM, and SPSS has provided insights into tourists’ perceptions of the Huaiyang Canal’s image. Key findings include: (1) Dominant landscape images encompass gardens, canals, and buildings, emphasizing the historical and cultural assets. Both cultural and natural landscapes equally captivate tourists. (2) The canal’s tourism image perception follows a “garden-history-canal” hierarchy with the canal as the central space and history expanding its tourism features. (3) The perceptions can be categorized into historical and cultural landscapes, man-made projects, and attraction perception. Despite varying tourist numbers in Huaian and Yangzhou, scenic spot experiences are similar. The overall perception of tourists is largely positive, but some express concerns about service attitudes and travel time planning.

Analysis of the Effect of Humanistic Care in the Process of Pre-Hospital Emergency Care

Objective: To explore the effectiveness of humanistic care in pre-hospital emergency care. Methods: From April 2020 to January 2021, 80 pre-hospital emergency patients were studied. The patients were randomly divided into two groups: a control group (n = 40), which received conventional care, and an experimental group (n = 40), which received humanistic care. The effects of nursing care and psychological state were compared between the two groups. Results: The experimental group showed better nursing outcomes and a more positive psychological state compared to the control group (P &lt; 0.05). Conclusion: Humanistic care in pre-hospital emergency settings is more effective in reducing patients’ anxiety and depression, enhancing the operational abilities and service attitudes of nursing staff, and increasing the emergency success rate.

Exploring the key elements for the successful management of primary otolaryngologic clinics in Taiwan

AimThis study aims to investigate the key elements for successful operation and management of primary otolaryngologic clinics in Taiwan amidst a declining birth rate and increasing competition among clinics. It employs the Innovation Through Tradition (ITT) theory as a theoretical framework to develop an operational model for effective management strategies. MethodsThis research utilized the triangulation method to identify key elements crucial for the operation and management of primary otolaryngologic clinics. Five key elements were identified, namely service attitude, medication efficacy, diagnostic and treatment procedures, treatment costs, and operating hours. Outpatient satisfaction was analyzed using Donabedian's structure-process-outcomes model to assess the impact of these elements on patient experience. ResultsAnalysis revealed that service attitude significantly influences outpatient visits, indicating its paramount importance in clinic management. Patient satisfaction was highest in the service outcome dimension, emphasizing the significance of effective treatment outcomes. However, satisfaction was lowest in the service structure dimension, indicating potential areas for improvement in clinic infrastructure and organization. ConclusionUnderstanding these key elements and enhancing outpatient satisfaction can drive improvements in the quality of medical services, contributing to the overall success of primary otolaryngologic clinics.

Perception of Industrial Heritage Tourism Destination Image Based on Web Text Analysis: A Case Study of Beijing Shougang Park

With the transformation of China's economic structure, industrial heritage tourism has gradually become a new form of tourism. This paper uses Beijing Shougang Park as a case study. Utilizing Octopus software to collect reviews from Dazhong Dianping and Mafengwo, and employing ROST CM6 software, the paper analyzes tourists' image perceptions of Shougang Park based on the "Cognitive-Affective" model. The results indicate: Firstly,natural landscapes, cultural landscapes, and activity experiences are the basic cognitive images for tourists; Secondly, tourists generally have a positive emotional response to Shougang Park, with negative emotions primarily stemming from issues such as fees, holiday crowding, service attitude, and the park's large size; Thirdly, overall image perception mainly involves six aspects: tourism motivation, tourist attractions, tourism environment, tourism support system, tourism experience, and tourism evaluation. There is strong perception of natural and cultural landscapes, but weaker and more fragmented perception of historical culture. The study identifies problems in the scenic area and provides suggestions to offer effective practical guidance.

Effect of Chinese consumer characteristics on the attitude of AI-curated fashion service and the purchase intention of fashion products

Effect of Chinese consumer characteristics on the attitude of AI-curated fashion service and the purchase intention of fashion products

The Influence of Social Presence on Purchase Intention in Social Commerce: The Mediating Roles of Trust and Attitude

Social commerce is a new form of e-commerce that applies Web 2.0 technology features to design customer-oriented businesses. This al-lows consumers to generate content with the aim of sharing information about their shopping experience and engaging socially in the purchasing process. This study aims to analyze the impact of social presence on purchase intention, using trust and attitude as mediators in social commerce. The Batam city community, well-versed in social commerce, serves as the sample for this research. A total of 300 re-spondents were used in this study. The sample technique uses purposive sampling. Smart PLS is an analysis tool. The variables used are social presence, attitude, trust, and purchase intention. The results of this study are that social presence has no effect on purchase intention, but social presence influences purchase intention with the mediation of trust and attitude. Another result is that social presence influences attitude and trust. These findings contribute to businesspeople making good use of social commerce. By understanding the factors that influence purchase intention in social commerce, company can increase their social presence and increase customer trust in their service atti-tude, thereby increasing sales of products and goods in social commerce.

Clinical application and effect evaluation of acupoint thread embedding therapy and traditional Chinese medicine treatment based on menstrual cycle characteristics in the management of breast hyperplasia: An observational study.

To evaluate the effectiveness of the combination of acupoint embedding therapy and traditional Chinese medicine dialectical treatment regimen in improving clinical symptoms, promoting tumor regression, controlling adverse reactions and complications, and enhancing patient satisfaction by comparing and analyzing the clinical data of 120 breast tumor patients. One hundred twenty patients with breast cancer were divided into a treatment group (60 cases) and a control group (60 cases) according to different treatment plans. Patients in the treatment group received a combination of acupoint embedding therapy and traditional Chinese medicine dialectical treatment based on different time points of the menstrual cycle. Including the proportion of reduction in the number of breast masses, the proportion of reduction in mass size, changes in pain severity scores, tumor regression rate, regression time, incidence of adverse reactions and complications, and patient satisfaction. Statistical software was used to analyze the data to evaluate differences between the 2 groups. In terms of clinical symptoms, the proportion of reduction in the number of breast masses in the treatment group averaged 50%, significantly higher than the 25% in the control group; the proportion of reduction in mass size averaged 40%, also higher than the 15% in the control group; and the improvement in pain severity scores was also superior to the control group. Regarding tumor regression, the tumor regression rate in the treatment group reached 85%, with an average regression time of 6.2 weeks, both significantly better than the 55% and 9.8 weeks in the control group. In terms of adverse reactions and complications, the incidence rate in the treatment group was relatively low, and no serious adverse events occurred. Patient satisfaction surveys showed that the treatment group had significantly higher satisfaction with treatment effectiveness, treatment process, and physician service attitude compared to the control group. Based on clinical data from 120 breast tumor patients, the results of this study indicate that breast tumor patients treated with a specific treatment regimen have significant advantages in improving clinical symptoms, tumor regression, controlling adverse reactions and complications, and patient satisfaction. This treatment regimen has high clinical application value and deserves further promotion.

Implementing multi-attribute utility theory in service recovery: An operational management perspective on online retailing

How corporate decision-makers allocate resources to address the major issues of service recovery is critical. This article, from the perspective of operations management, integrates Multi-Attribute Utility theory into the field of service recovery. Through the use of online review data from smart home products, the PCRA-Multi-Attribute Utility model is proposed. Based on the model, this paper presents a prioritization strategy for service recovery and reveals that the utility of intelligent products is primarily influenced by service attitude. Furthermore, we discovered that manager's response strategies should pay more attention to recovery related to vital attributes. Strategy optimization can be achieved by adjusting the response length of these key attributes.

Satisfaction Evaluation and Sustainability Optimization of Urban Medical Facilities Based on Residents’ Activity Data in Nanjing, China

Research on public service facility evaluation has mainly focused on spatial accessibility and facility quality from a supply perspective, but has rarely focused on the evaluation of service facilities from a usage perspective. Researchers can observe the service quality, frequency of use, functional connotation, satisfaction level, and other aspects of facilities from the user’s perspective, effectively compensating for the disadvantage of insufficient precision in traditional macro statistical data. This study proposes a new method for evaluating medical facility usage and service quality based on residents’ activity data. We established an evaluation index system from the perspective of residents’ activity by measuring intensity, frequency, and service satisfaction through network grading data and online comments context. Then, we evaluated the supply and demand relationship of medical facilities, identifying the influencing factors of medical satisfaction. We have also proposed specific strategies for sustainable optimization of medical services. The results show that (1) the service attitude (0.024, 0.002**), service efficiency (0.133, 0.001*), and service quality (0.017, 0.001**) of medical institutions are the core factors that affect medical satisfaction, followed by the convenience of residents in accessing medical resources, showing a significant positive correlation (p &lt; 0.01, Total R2 = 0.9061); and (2) the medical service level in Nanjing City is generally balanced, although spatial heterogeneity exists in the Qixia and Jiangning boroughs.

The Study of Tourist Experience in Historical and Cultural Towns Based on Online Texts: A Case Study of Gongtan Ancient Town

This paper takes Gongtan Ancient Town of Chongqing as a case study, takes the online comment text of tourists on the websites of Ctrip and Dianping as data, analyzes the online text through content analysis, and uses ROST CM-6 software to conduct word frequency, emotion and semantic network analysis, aiming to deeply explore the tourist experience of Gongtan Ancient Town. The results show that: (1) Tourists' experience of Gongtan Ancient Town consists of five dimensions: tourist destination perception, sensory experience, physical and mental experience, tourist destination characteristic experience and service experience. (2) Natural scenery, local characteristics and service guarantee are the main tourist attractions of Gongtan Ancient Town.(3) Tourists' overall experience and perception of tourism in Gongtan Ancient Town tend to be positive emotions. Tourists' dissatisfaction mainly comes from heavy traffic jams during holidays, poor service attitude of staff and poor accommodation conditions. (4) The semantic network is divided into three levels: the core area is the tourists' objective cognition of the scenic spot name and location; The sub-core circle is the cultural cognition of the ancient town and the characteristic architecture and activity projects; The edge layer is the image characteristic cognition and tourism evaluation of the ancient town. In addition, some optimization suggestions are put forward for the existing problems of Gongtan Ancient Town. The research results not only provide a scientific basis for the tourism development and construction of Gongtan Ancient town, but also provide a reference for the optimization of tourist experience in other ancient towns.

Community medical service construction: identifying factors that influence medical choice for patients with non-communicable chronic diseases in the Southwest China

BackgroundCommunity medical institutions play a vital role in China’s healthcare system. While the number of these institutions has increased in recent years, their construction contents remain insufficient. The potential of community medical institutions in preventing, screening, diagnosing, and treating non-communicable chronic diseases (NCDs) has not been fully utilized. This study aims to assess the status of construction contents in community medical institutions in Southwest China and examine how these contents influence the medical choices of NCD patients.MethodsDescriptive statistics were used to evaluate the construction content of community medical institutions. Multiple-sets of multinomial logistic regression were employed to analyze the associations and marginal impacts between construction content and medical choices. Shapley value analysis was applied to determine the contribution and ranking of these impacts.ResultsDescriptive statistics revealed satisfactory construction contents in community medical institutions. Notably, factors such as service attitude, nursing services, expert consultations, charging standards, medical equipment, medical examinations, privacy protection, and referrals significantly influenced medical choices. Among these, service attitude, charging standards, and privacy protection had the most significant marginal improvement effects on NCD patients’ choices, with improvements of 12.7%, 10.2%, and 5.9%, respectively. The combined contribution of privacy protection, medical examinations, service attitude, charging standards, and nursing services to medical choices exceeded 80%.ConclusionOptimizing the service contents of community institutions can encourage NCD patients to seek medical care at grassroots hospitals. This study addresses crucial gaps in existing literature and offers practical insights for implementing new medical reform policies, particularly in underdeveloped regions of Southwest China focusing on hierarchical diagnosis and treatment.

An examination of the usefulness of a quantitative appraisal method in nursing human resource management in primary hospital operating rooms: An example of integrated collaborative scheduling.

In recent years, China medical and health services have made great development. However, the management of nursing human resources in operating room of primary hospitals still faces a series of challenges. In the nursing work of operating room, high-quality nursing human resource management is important for improving the efficiency of operating room and ensuring the safety of patients. From January 2022 to December 2022, comprehensive collaborative scheduling and quantitative scoring evaluation methods were carried out in our hospital, and relevant data were collected. The flexible scheduling combined quantitative scoring performance appraisal system and the traditional scheduling plus average distribution performance appraisal system were statistically analyzed and compared in terms of annual surgical cases, annual overtime hours, annual back work hours, annual compensatory rest hours, and average daily working hours. This study was based on 30 medical staff (27 females and 3 males) in the operating room of a primary hospital. The annual operation volume increased by 387 cases compared with before, and the attitudes of patients to the service attitude and preoperative waiting time were significantly improved, reaching more than 95%. In addition, in the survey of surgeons, it was found that their satisfaction with preoperative preparation and operation time was significantly higher than that of the traditional scheduling method, and reached more than 95%. In the survey of nursing staff, it was found that the satisfaction with the traditional scheduling method was about 80%, and the satisfaction directly reached 100% after the comprehensive collaborative scheduling system. Based on the above survey, the satisfaction of nurses, doctors and patients with the new comprehensive collaborative scheduling system has improved compared with before. After the implementation of the comprehensive collaborative scheduling system, the annual surgical volume has increased significantly, and the average daily working hours of nursing staff have decreased. Comprehensive collaborative scheduling is an effective method of nursing human resource management in operating room, which can effectively improve the work efficiency of nurses and the satisfaction of patients, doctors and nurses. In practice, this method needs to be continuously explored and refined to adapt to different application scenarios and requirements.

The impact of family doctor contract services on the utilization of and satisfaction with primary health care among Chinese residents: A cross-sectional study.

Family doctor contract service (FDCS) is a vital part of China's primary health care system. This study aims to explore whether contracting with FDCS affects residents' utilization of and satisfaction with primary health care. A structured questionnaire was employed to collect data in January 2022. The questionnaire mainly included the following three parts: the social-demographic characteristics, health-related information, and utilization of and satisfaction with primary health care. Propensity score matching (PSM) was used to adjust for social-demographic differences between participants who contracted with a family doctor and those who did not. For the matched population, we used the Chi-square test to examine the differences in the utilization of and satisfaction with primary health care between contracted and non-contracted participants. Moreover, multiple logistic regression and linear regression were used to explore the influencing factors of the utilization of and satisfaction with primary health care. A total of 10,850 people were investigated and 10,419 participants were incorporated into the data analysis. After matching, there were no significant differences in most of the matching variables between the contracted and non-contracted groups (P > 0.05). The utilization rate was significantly higher among the contracted population than of the non-contracted (96.3% vs 92.6%, P < 0.001). The quality of services (e.g., good service attitude, high medical level, and a trusted family doctor) was more likely to be cited as the main reasons for the contracted people to utilize primary health care than for the non-contracted. The contracted people were also significantly more satisfied than the non-contracted in all terms of satisfaction. Moreover, people who contracted with a family doctor were more likely to use primary health care with OR = 1.979 (95% CI, 1.511-2.593). The contracted people were more likely to utilize and be satisfied with primary health care than the non-contracted. In addition, the contracted people tended to use primary health care because of the quality of services rather than because of the close distance or short waiting time. Therefore, it is important to further promote the high quality of FDCS to ensure residents' sense of gain and improve their satisfaction.

Research on Hotel Service Quality Improvement Based on Text Analysis

This paper takes Shanghai Kempinski Hotel as the research object and focuses on its service quality. This paper obtains 760 effective review data from Ctrip website, and uses text analysis method to statistically analyze and process the content of the reviews. Combining the online review data with the existing literature, the service quality of Shanghai Kempinski Hotel is evaluated and analyzed from the aspects of tangible product quality and intangible product quality. The results of the comment analysis show that the main problems of tangible product quality lie in the hygienic environment, equipment and facilities that are not professional enough, and the main problems of intangible product quality lie in the low service efficiency, poor service attitude, and so on. Finally, combined with the problems of the hotel service, respectively, from strengthening training to improve the quality of staff service, do a good job of hygiene inspection, strengthen the construction of equipment and facilities, etc. put forward the corresponding countermeasures recommendations.