With the number of tourists coming to Taiwan growing by 10–20 % since 2010, the number has increased due to an increasing number of foreign tourists, particularly after deregulation allowed admitting tourist groups, followed later on by foreign individual tourists, from mainland China. The purpose of this study is to propose a revised gap model to evaluate and improve service quality in Taiwanese hotel industry. Thus, service quality could be clearly measured through gap analysis, which was more effective for offering direction in developing and improving service quality. The HOLSERV instrument was used to identify and analyze service gaps from the perceptions of internal and external customers. The sample for this study included three main categories of respondents: tourists, employees, and managers. The results show that five gaps influenced tourists’ evaluations of service quality. In particular, the study revealed that Gap 1 (management perceptions vs. customer expectations) and Gap 9 (service provider perceptions of management perceptions vs. service delivery) were more critical than the others in affecting perceived service quality, making service delivery the main area of improvement. This study contributes toward an evaluation of the service quality of the Taiwanese hotel industry from the perspectives of customers, service providers, and managers, which is considerably valuable for hotel managers. It was the aim of this study to explore all of these together in order to better understand the possible gaps in the hotel industry in Taiwan.

Digital transformation improves the operational efficiency and perceptual capabilities of businesses and creates a foundation for fulfilling ESG responsibilities. The authors use the theories of technological innovation and dynamic capabilities and select a sample of 4054 listed companies with commercial integration of ESG rating data to explore the mechanisms through which digital transformation affects ESG performance. Dynamic capabilities are further divided into innovation changeability (IT), coordination integration capability (CI), and learning absorption capability (LA) to investigate the mediating effects and summarize the causal path of “digital transformation - dynamic capabilities - ESG performance.” The research focuses on the impact of digital technology on ESG performance with the aim of helping businesses utilize technology more effectively to build dual competitive advantages in digitization and ESG.

Nowadays, the web increasingly influences retail sales. An in-depth analysis of consumer decision-making in the context of e-business has become an important issue for internet vendors. However, factors affecting e-business are complicated and intertwined. To stimulate online sales, understanding key influential factors and causal relationships among the factors is important. To gain more insights into this issue, this paper introduces a hybrid method, which combines the Decision Making Trial and Evaluation Laboratory (DEMATEL) with the analytic network process, called DANP method, to find out the driving factors that influence the online business mostly. By DEMATEL approach the causal graph showed that “online service” dimension has the highest degree of direct impact on other dimensions; thus, the internet vendor is suggested to made strong efforts on service quality throughout the online shopping process. In addition, the study adopted DANP to measure the importance of key factors, among which “transaction security” proves to be the most important criterion. Hence, transaction security should be treated with top priority to boost the online businesses. From our study with DANP approach, the comprehensive information can be visually detected so that the decision makers can spotlight on the root causes to develop effectual actions.

Response to online customer reviews helps increase sales. Extensive research has been carried out on this topic discussing tactics of response, while few scholars looked at it from the social network perspective. The problem is not how to respond but to whom to respond. Essentially, it is an effective online social network, not a response itself that generates trust and sales. In this paper, our main work is to use basic theoretical tools of social network theory to reveal the nature of the relationship between online response and performance. We use a web crawler to scrape data and get a sample of 3379 sellers from a B2B website. The regression results are consistent with the theoretical derivation and provide strong evidence for our assumptions and hypothesis. Sellers’ response to online customer reviews, especially to negative reviews, has a significant positive effect on its sales. Seller’s product price and product heterogeneity play moderating roles in the relationship above. Therefore, sellers should actively participate in online social conversations and get embedded in online social networks. Sellers should see pricing and product diversification strategies as important factors in the networking process. E-commerce platform companies should provide the necessary technical support to accelerate the formation of online communities. Producers should cooperate more with sellers and make full use of the customer review information for product improvement and innovation.

High-polluting industries are important sources of pollutant emissions, and closely related to many environmental issues. High-polluting firms face the pressure to exploit technological innovation for improving their environmental operations. This paper explores the impact of corporate social responsibility and public attention on the innovation performance of high-polluting firms. Based on a sample of China’s listed firms in high-polluting industries from 2011 to 2016, we use a panel data model to investigate the associations among corporate social responsibility, public attention and innovation performance. The results show that there is a positive association between corporate social responsibility and innovation performance. There is a positive association between public attention and innovation performance as well. The pressure of regional economies can hinder innovation performance. Furthermore, in the subsample of state-owned enterprises, the association between public attention and innovation performance is more pronounced. Meanwhile, the corporate social responsibility of non-state-owned enterprises plays a stronger role for innovation performance, but its effect will be limited by the pressure of regional economies. Our results can help high-polluting firms implement the innovation strategies for obtaining more environmental benefits and achieving sustainable development.