Macao has experienced positively exponential growth with the liberalization of the gaming industry in 2002. This profit-generating territory has attracted many international chain companies, such as Las Vegas Sands Corporation, Wynn Resorts Limited, MGM Resorts International, and Starwood Hotels and Resorts Worldwide, LLC, to establish their businesses in Macao. However, Macao is currently experiencing its worst downturn since 2002. Hotel operators should strive to continuously improving the services that they offer to survive the keen competitive environment. These operators should acquire feedback by encouraging and facilitating the complaint process to improve service quality and meet customer expectations. When customers encounter service failure, they engage in different coping strategies such as inertia, negative word-of-mouth, third party complaint, and voice (Kim, 2010). This study aims to explore the complaint behavior of customers toward the hotel industry in Macao. A qualitative approach is adopted with a sample of 30 respondents who have stayed in Macao hotels. Semi-structured questions are asked through in-depth interviews. The reasons for the complaints and complaint behavior of the customers have been identified, and recommendations are given based on the results of the analysis to provide insights for industry practitioners.

Hong Kong residents tend to spend their holidays by traveling overseas; hence, they reserve hotels online. Moreover, low-cost carriers have become popular and common, thereby resulting in an increase in the number of individual travelers. Accordingly, the online hotel industry can no longer ignore the potential segment of individual travelers. In addition, word of mouth (WOM) is significant in the decision-making process because of the development of Web 2.0. and Travel 3.0. Furthermore, previous studies were analyzed and only a few focus on the individual traveler perspectives on purchasing hotel reservations online. However, individual travelers have different culture and values compared with the public; the former has its own lifestyle, consumer behavior, and ego. Therefore, the investigation of individual travelers when purchasing hotel reservations online is a valuable research topic. Under all situations, WOM has become one of the crucial factors upon which individual travelers base their travel planning and decision. This study used the interpretivist approach to investigate the respondents' experiences and views for exploring and understanding individual traveler's perception. The current study adopted qualitative research toward the effects of WOM communication on purchasing hotel reservations online. To investigate the topic, in-depth interviews were conducted on 15 respondents who are individual travelers and travel alone. The interviews followed a semi-structured format using open-ended questions. Descriptive research was designed to gather the findings. In addition, this study provided the effects of WOM communication on purchasing hotel reservations online from the perspective of an individual traveler. New findings, effects of WOM from an individual traveler's perspective, and recommendations are provided, thereby providing significant guidance to industrial practitioners to improve and formulate marketing strategies.

In 2015, the number of complaints against airlines in Macau increased considerably. In today's keen competitive business environment, maintaining a good reputation and positive word-of-mouth within the industry is essential to increase competitiveness. Hence, Macau low-cost carriers should gather more customer feedback to improve their product and service quality. Macau passengers would speak to the management, their friends and family, and media and even choose boycott the companies when they feel dissatisfied with their travel experiences. The present study aimed to investigate the behavior of passengers in Macau toward low-cost carriers. A qualitative approach was adopted using a sample of 20 respondents who had previously submitted complaints to low-cost carriers. Semi-structured questions were asked in the in-depth interview. The results demonstrated the rationale behind the complaints. Perception of complaint behavior of Macau low-cost carriers' passengers was discovered. Recommendations were proposed to provide insights for industrial practitioners.

Chillers consumes the largest amount power in subtropical hotels. To monitor chillers’ power usage is of critical importance in energy control. This study attempted to establish the benchmark of electricity usage of hotel chillers and elucidate how the benchmarking results can be integrated with the various types reports for monitoring purposes. A survey of 20 waterfront hotels in the city of Greater Bay Area was conducted and 13 complete samples were used in the analysis. Multiple regression with selected 12 parameters—outdoor temperature, solar radiation, wind speed, cooling degree days, room occupancy, number of employees, service types, and unequally sized chillers were employed. The investigation found that the mean electricity usage of a chiller is 118 kWh/m2 on an annual basis for a deluxe waterfront hotel. The analysis excluded air-conditioned floor area, an exploratory variable, as the valid factor in the chiller’s electricity usage. While the overall R2 of the modeling equation for the whole year was limited to 0.76, the explanatory power of equations for humid spring and deep summer reached 80%. Hoteliers may harness this exercise as a reference to monitor and report the performance of key energy production facility per the Environment, Social, and Governance (ESG) guide.

Characteristics of Generation Y and their Social Media Application Those born after 1981 are categorized as Generation Y and are also called the digital natives [1], considering their active contribution, sharing, search for, and consumption of content, plus work and play, in social media platforms [2]. The use of social media is a basic need and common phenomenon of Generation Y. In this regard, they are members who grew up with computers and can master its usage well, while interacting through social media. The computer and mobile phone are necessary instruments in this generation's daily life. Spa food Food has been regarded as a major travel motive, with food tourism having emerged as a major attraction around the globe, including Macau and Mainland China. Food particularly engenders a pleasurable