In view of the increasing popularity of online reviews and their significant impact on individual buying behavior as well as on the supply side, this study reviewed and analyzed articles related to ...online reviews in tourism and hospitality published in academic journals between 2004 and 2013. Based on a keyword-driven search and a content analysis, 50 articles were identified as relevant and classified into five topics. The findings revealed that (a) more than half of the analyzed articles focus on hotels and apply empirical methods based on secondary data, (b) more attention has been paid to the relationship between online reviews and online buying as well as satisfaction and online management, and (c) opinion mining of online reviews, motivation to post reviews, and the role of reviews are evenly distributed. This paper also discussed significant topical and methodological trends, contributes to an overall understanding of existing research and its limitation.
Websites with user-generated content (UGC) usually adopt incentive hierarchies to encourage users to contribute content continuously and to realize increasingly higher status in the online community ...through achieving increasingly more difficult goals. Yet the literature remains largely unclear on how these incentive hierarchies affect user behavior during status seeking. Empirical findings drawn from the data of 19,674 TripAdvisor members suggest that 1) at a lower status or earlier stage, members are more eager for quick promotion and utilitarianism results in fewer words per review; and 2) members’ knowledge grows as their status rises. This study concludes by offering theoretical and managerial implications for both research and practice.
•The study calculates the number of words and the Fog value of each review.•Utilitarianism results in fewer words per review during status seeking.•Members' knowledge grows as their status rises.•Negative reviews usually contain more words than positive reviews.
Social media are acknowledged as an important information source that influences tourists’ travel choices. However, qualitative studies that take an inductive approach to identify the roles of social ...media by investigating how social media affect travel choices are limited. By interviewing 21 tourists who had recently taken trips, this article aimed to identify the roles that social media played in the tourists’ choices of six travel components (destination, transportation, accommodation, food and dining activities, attractions, as well as shopping and leisure activities). Four roles have been identified: Need Generator, Supporter, Guider and Approver. Theoretical and practical implications along with future research suggestions are discussed.
Although there have been studies concerning information and communication technologies adoption in the tourism industry, the research trends of mobile tourism (m-tourism) are still not very clear due ...to the short development time and emerging nature of the technologies. To fill this gap, this study reviewed and analyzed articles related to online reviews of tourism and hospitality published in academic journals between 2002 and 2015. Through a keyword-driven search and content analysis, 92 articles are identified as relevant and classified into three topics. Our findings contribute to a better understanding of this promising research direction by presenting the interesting classification methods used by relevant publications and their insights. This paper also discusses significant topical and methodological trends, and contributes to an overall understanding of existing research and its limitations.
•Assessment of social media strategies of domestic and international hotel chains in China.•Luxury consumers are more likely to choose international hotel chains.•International hotels pay more ...attention to improving response strategies than domestic hotels.•Response management strategy is an effective way for managers of Chinese hotels to improve customer satisfaction.•Limited effect for hotels with international brands due to content restrictions and language barrier.
This study assesses social media content produced by customers and related review-management strategies of domestic and international hotel chains in Mainland China. Descriptive statistical methods and multilevel regression are employed. The results suggest that: (a) luxury consumers are more likely to choose international hotel chains; (b) international hotels pay more attention to improving response strategies than domestic hotels do; and (c) a response-management strategy is an effective way for managers of Chinese hotels to improve customer satisfaction but shows only a limited effect for hotels with international brand origins. Relevant implications are provided for the hotel industry.
This study, by integrating the perspectives of sociological, psychological, and service marketing and management, all of which affect the passenger experience, proposes a theoretical framework for ...the creation of the airport experience in relation to tourism. This research responds to the current phenomenon in which airports are offering other types of experiences within the airport terminal, expanding the role of an airport from being a utility for transportation into a place where various and different values can be offered. This research explores the current airport experience and adds to research on airport experience by clarifying ten key components necessary for airport passenger experience propositions based on existing research, the current industry phenomena, and the empirical study. The paper also underlines those components that can enhance passenger experience in relation to tourism and highlights the role that airports contribute to a destination.
Celotno besedilo
Dostopno za:
BFBNIB, DOBA, IZUM, KILJ, NUK, PILJ, PNG, SAZU, UILJ, UKNU, UL, UM, UPUK
Mountain regions and peripheral communities, which often depend on few economic sectors, are among the most exposed and sensitive to climate change. Governance of such socio-economic-ecological ...networks plays a strong role in determining their resilience. Social processes of governance, such as collaboration between communities, can be systematically assessed through the existence and strength of connections between actors and their embeddedness in the broader socio-economic network by social network analysis (SNA). This paper examines how network governance of the tourism industry–dependent Swiss Gotthard region relates to resilience to climate change by SNA. The paper argues that economic diversification and a network structure supporting stability, flexibility, and innovation increase regional resilience to climate change. The Gotthard network has a high diversification capability due to high cohesion and close collaboration, limited innovative capacity by the existence of only two subgroups, and considerable flexibility through the centralized structure. Main weaknesses are a low density, uneven distribution of power, and a lack of integration of some supply chain sectors into the overall network.
•This study integrates the conceptual model of website evaluation into theory of planned behaviour.•This study mainly tests the mediating effects of attitude, subjective norms and perceived ...behaviour.•Mediating effects exist between mobile usability towards mobile payment and customer satisfaction.
The impacts of website functionality and usability on the repurchase intention of consumers have been proven by previous literature. However, these impacts, along with the wide adoption of mobile payment for hotel reservations, remain unclear. Hence, this study integrates the conceptual model of website evaluation into theory of planned behaviour (TPB) to examine theimpacts of functionality and usability towards mobile payment on the repurchase intention of consumers within a Chinese context by mainly testing the mediating effects of attitude, subjective norms and perceived behaviour control. Based on a quantitative research design, findings revealed that mediating effects exist between mobile usability and customer satisfaction. Furthermore, the mediating effect of customer satisfaction are identified within the context of mobile payment for hotel reservations. Practical implications and ideas for further research are discussed.
The concept of the crowding-out effect has been employed in the tourism literature to analyse complex phenomena. However, there is limited insight into the crowding-out effect on tourists by ...tourists, and even less into the impact of distance on the crowding-out of tourists. This paper examines the relationship between crowding perceptions, tourists' attitudes toward crowding and the consequences of being crowded out. Results from a sample of 729 international tourists in Hong Kong suggest that there is a crowding-out effect on tourists by tourists, but this has only a marginal influence on the majority. The limited crowding-out effect is induced by tourists in general rather than by a single segment. The study also investigates the effect of distance on tourist crowding. The findings reveal a decaying effect of distance on tourists’ crowding perceptions, as neighbour tourists are more susceptible to tourist crowding than tourists from long-haul markets.
Motivate to innovate Schuckert, Markus; Kim, Taegoo Terry; Paek, Soyon ...
International journal of contemporary hospitality management,
02/2018, Letnik:
30, Številka:
2
Journal Article
Recenzirano
Purpose
This study aims to empirically test a research model investigating the effects of authentic leadership (AL) and transformational leadership (TL) on follower service innovation behavior (SIB) ...with follower psychological capital (PsyCap) as a partial mediator.
Design/methodology/approach
Using data from a sample of 336 full-time frontline employees across 15 five-star hotels in Seoul, South Korea, over a time lag of one month, hypothesized relationships were analyzed with structural equation modeling.
Findings
The results suggest that AL has a greater effect on follower PsyCap and SIB than TL. In examining the role of PsyCap as a partial mediator, the results support the hypotheses that AL and TL trigger follower SIB directly but at the same time boost follower PsyCap, thus enhancing follower SIB.
Practical implications
The greater impact of AL on follower PsyCap and SIB suggests that the practice of corporate human resource management should place an emphasis on AL traits in leadership development. This study offers a useful perspective on the development of follower PsyCap and SIB by linking leadership traits.
Originality/value
By discussing AL and TL together within a single research framework, the study extends organizational psychology research by linking TL and AL to two important organizational psychological and performance variables, and exploring their comparative effects.
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