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China's flower industry is developing rapidly, and the size of the retail market is increasing year by year. Studying the factors influencing residents' flower purchasing behavior and understanding their flower needs can help promote the sustainable development of the flower industry. Based on customer satisfaction theory, this paper uses 838 consumer research questionnaires from 15 districts in Shanghai to analyze the influence of customer satisfaction on residents' flower purchasing behavior by conducting a binary logit model and to investigate the moderating effect of flower purchasing purpose on the influence of satisfaction. The results show that price satisfaction and satisfaction with promotional methods have a significant negative effect on flower purchasing behavior, service satisfaction has a significant positive effect on purchasing behavior, and different customer purchase purposes lead to different intensities of the effect of satisfaction on purchasing behavior. According to the conclusion of the study, three countermeasures are proposed: to popularize the knowledge of flower culture, guide the concept of flower consumption, and promote the transformation of flower consumption to daily consumption; to conduct regular research on consumers by flower merchants to clarify consumers' needs and improve their satisfaction; to clarify consumers' purchase intention, increase the investment in the research and development and cultivation of flower products, and improve the supply level of flowers. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of this study is to provide better service to hotel customers during the COVID-19 era. Specifically, this study focuses on understanding the changes in hotel customer satisfaction during the epidemic and formulating effective marketing strategies to satisfy and attract guests. Design/methodology/approach: As the first victim of the COVID-19 virus, China's hotel industry has been profoundly affected and customer satisfaction and needs have also changed. Taking 105,635 hotel reviews obtained from Tripadvisor.com in Beijing and Shanghai as samples, this study explores the changes in consumer satisfaction by using text-mining methods. Findings: The results suggest that there are significant differences in overall ratings, spatial distribution and ratings of different traveller types before and after the epidemic. Generally, customers have higher "tolerance" and are more inclined to give higher ratings and pay more attention to hotel prevention and control measures to reduce health risks after the COVID-19. Research limitations/implications: This paper proves the changes in customer satisfaction before and after the COVID-19 at the theoretical level and reveals the changes in customer attention through the topic model and provides a basis for guiding hotel managers to reduce the impact of the COVID-19 crisis. Practical implications: Empirical findings would provide useful insights into tourism management and improve hotel service quality during the COVID-19 epidemic era. Originality/value: This research explores the hotel customer satisfaction in the field of hotel management before COVID-19 and after COVID-19, by using text mining to analyse mandarin online reviews. The results of this study will suggest that the hotel industry should continuously adjust its products and services based on the effective information obtained from customer reviews, so as to realize the activation and revitalization of the hotel industry in the epidemic era. [ABSTRACT FROM AUTHOR]

Along with the rapid development of the transportation industry, the problems of the energy crisis and transport emissions have become increasingly serious. The success of traffic emission reduction is related to the realization of global low-carbon goals. Placing priority on public transport is the internationally recognized traffic development model. This paper takes Shanghai, China, as an example to examine the optimal public transport structure. Five factors were selected from personal and public perspectives, including travel costs, crowding degree, occupied area, traffic emissions, and operating subsidies. The objective functions of these factors were transformed into satisfaction functions, and a multi-objective programming model was used to solve for the optimal proportions of the ground bus and rail transit, and the carbon emission reduction potential was analyzed in different scenarios. The study showed that the actual proportion of rail transit in Shanghai was slightly lower than the optimal value, and accompanied by low satisfaction with each factor relative to the optimal value. It was difficult to achieve the traffic emission reduction targets by only reducing satisfaction with other factors except carbon emissions assuming a fixed proportion of public transport. As the proportion of total travel represented by public transport increased, rail transit became the main mode of public transport and the usage trend was more obvious, but the structure of public transport gradually reached a relatively stable state after a certain level of development. Compared to reducing carbon emissions by changing satisfaction with other factors, it was easier to achieve traffic emission reduction targets by increasing the proportion of public transport. To increase the proportion of public transport travel and achieve the goal of traffic reduction in the future, further improvements are needed in the quality of public transport system services, public transport priority development must be differentiated, and the profitability of the public transport industry itself must be enhanced. [ABSTRACT FROM AUTHOR]

This study analyzes the influence of budget hotel characteristics on room rates in Shanghai, China, using a hedonic price model. The data of hotels' characteristics and room rates were obtained from Qunar. The structure, location, and reputation characteristics of hotels are found to significantly influence room rates. There are significant differences in characteristics between budget hotels and high-end hotels, and the influences of these characteristics on room rates vary. The results of this study will not only be helpful for consumers' decision-making, but also contribute toward a better understanding of rational rating for the hotel managers, improving consumer satisfaction. [ABSTRACT FROM AUTHOR]

This study examines tour guide performance and its relationship with tourist satisfaction in the context of package tours in Shanghai. A multilayer framework of tourist satisfaction in the package tour context is proposed. Tourist satisfaction was conceptualized include three aspects/layers: satisfaction with guiding service, satisfaction with tour services, and satisfaction with the overall tour experience. Tour guide performance was found to have a significant direct effect on tourist satisfaction with guiding service and an indirect effect on satisfaction with tour services and with tour experience. Satisfaction with guiding service positively affected satisfaction with tour services but showed direct effect on satisfaction with the overall tour experience. However, indirect effect satisfaction with guiding service on satisfaction with tour experience mediated by satisfaction with tour services was significant. Implications for tour operators and government agencies are discussed. [ABSTRACT FROM AUTHOR]

The findings of this article increase our understanding of corporate social responsibility from the consumers’ perspective in a Chinese setting. Based on primary data collected via a self-administered survey in Shanghai and Hong Kong and results of similar studies conducted in Europe and the United States, we provide evidence to show that Chinese consumers are more supportive of CSR. We also show that Carroll’s pyramid of responsibilities can be applied in China. We evaluated the importance placed by Chinese consumers on the four responsibilities of firms – economic, legal, ethical and philanthropic – and find that economic responsibilities are most important while philanthropic responsibilities are of least importance. The nature of these differences is important for firms intending to use corporate social responsibility for strategic purposes. [ABSTRACT FROM AUTHOR]