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Purpose This study aims to investigate the relationships between service quality, perceived value and hotel guest satisfaction, drawing upon data from TripAdvisor – an online travel agent (OTA) platform. The study also investigates the mediating role of perceived value on the relationship between service quality and satisfaction, as well as the moderating role of hotel star ratings on all direct and indirect relationships. Design/methodology/approach Data for this study were collected via Web scraping from August–October 2018. Data were collected from 192 three- to five star-rated hotels in Kuala Lumpur, Malaysia. Partial least squares – structural equation modeling was used for data analysis. Furthermore, importance-performance map analysis (IPMA) was performed to identify the most important items of service quality and perceived value in improving customer satisfaction. Findings The findings of this study provide support for all direct and indirect relationships for three-star and four- and five-star hotels. Moreover, the results indicate that perceived value mediates the relationship between service quality and customer satisfaction. These results support the moderating role of hotel star ratings for the relationship between service quality and perceived value. The results also show that after perceived value, three-star hotels looking to improve customer satisfaction should prioritize improving the quality of their services, sleep quality, cleanliness and rooms. Four- and five-star hotels, on the other hand, should prioritize service, cleanliness, room and sleep quality. Originality/value OTA platforms collect a wealth of data pertaining to large number of hotels; nevertheless, few studies to date have drawn on this data to examine a pre-determined conceptual framework developed based on the literature. As such, this study makes a valuable methodological contribution to the tourism and hospitality literature. In terms of theoretical contributions, this study examines the mediating role of perceived value between service quality and satisfaction using OTA data. In addition, this study assesses the moderating role of hotel star ratings for the direct and indirect effects of service quality on satisfaction. Using IPMA, this study compares the importance and performance of service quality indicators to generate satisfaction between three-star and four- and five-star hotels.

Purpose Given the important role of corporate social responsibility (CSR) to enhance company performance, the purpose of this paper is to fill the existing gaps in the hotel CSR literature via application of the loyalty formation mechanism and conceptualizations of different aspects of CSR initiatives. Design/methodology/approach The current study examines the effect of environmental and social CSR strategies on multidimensional brand loyalty of hotel customers (i.e. cognitive, affective and conative). This study uses the partial least squares–structural equation modeling to examine the effect of CSR types on multidimensional loyalty. Findings The results reveal that environmental and social CSR strategies have a significant positive effect on all three loyalty responses of hotel customers with a different level of power. Especially, environmental CSR is highly correlated with conative loyalty, while social CSR is highly correlated with cognitive and affective loyalty responses. Research limitations/implications Limited studies have applied the multidimensional attitudinal loyalty in the CSR context. Thus, this study brings theoretical and practical implications. The findings of this study indicate that customers’ perception of hotel CSR could be directly incorporated into their patronized attitudes. Originality/value This study provides an empirical guideline for monitoring CSR initiatives from the customers’ perspectives.

PurposeThe Saint Mary’s College of California (SMC) library plays an integral role in supporting one of the goals in the College’s Strategic Plan: “Raise the Academic Profile and Distinction”. This case study aims to assess the effectiveness of PlumX as a tool to showcase the academic profile and distinction of SMC. The library recognizes the importance of capturing impact of non-traditional creativity and engagement in addition to just traditional impact metrics of research. Design/methodology/approachThis paper describes the collaborative effort of the College and the College’s library to identify faculty scholarship, creativity and engagement and collect data demonstrating the impact of the works. Traditional metrics, like citation counts, do not do SMC faculty justice because faculty scholarship comes beyond just books and articles. To more fully document the real intellectual corpus the College, the library is working with a new system, PlumX, to collect web-based information about both traditionally and non-traditionally published work. FindingsThe collection of metrics across five categories (citations, usage, social media, mentions and captures), and the flexibility of displaying on screen or downloading for use in other analytic reports made possible through PlumX proved to be a start toward demonstrating the academic distinction of College’s unique faculty. SMC will continue to partner with PlumX to assess and improve its usability and effectiveness. Originality/valueThis paper outlines how altmetrics can be used to measure and share impact of faculty research at a liberal arts, teaching-focused college in ways reflective of the unique intellectual contributions.

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