•Text summarization technique can extract essential information from online reviews.•Our method can identify top-k most informative sentences from online hotel reviews.•We jointly considered author, ...review time, usefulness, and opinion factors.•Online hotel reviews were collected from TripAdvisor in experimental evaluation.•The results show that our approach provides more comprehensive hotel information.
Online travel forums and social networks have become the most popular platform for sharing travel information, with enormous numbers of reviews posted daily. Automatically generated hotel summaries could aid travelers in selecting hotels. This study proposes a novel multi-text summarization technique for identifying the top-k most informative sentences of hotel reviews. Previous studies on review summarization have primarily examined content analysis, which disregards critical factors like author credibility and conflicting opinions. We considered such factors and developed a new sentence importance metric. Both the content and sentiment similarities were used to determine the similarity of two sentences. To identify the top-k sentences, the k-medoids clustering algorithm was used to partition sentences into k groups. The medoids from these groups were then selected as the final summarization results. To evaluate the performance of the proposed method, we collected two sets of reviews for the two hotels posted on TripAdvisor.com. A total of 20 subjects were invited to review the text summarization results from the proposed approach and two conventional approaches for the two hotels. The results indicate that the proposed approach outperforms the other two, and most of the subjects believed that the proposed approach can provide more comprehensive hotel information.
•This study proposes a novel review helpfulness prediction model of hotel reviews.•Review quality, review sentiment, and reviewer characteristics are considered as predictors.•More than 1.1 million ...hotel reviews were collected from TripAdvisor.com to evaluate the proposed model.•The selected features can be used to develop effective prediction models for assessing review helpfulness.
With the rapid development of Web 2.0, travelers have started sharing their travel experiences on websites. The expanding amount of online hotel reviews results in the problem of information overload. Therefore, the effective identification of helpful reviews has become an important research issue. In this study, online hotel reviews were collected from TripAdvisor.com, and the helpfulness of these reviews was comprehensively investigated from the aspects of review quality, review sentiment, and reviewer characteristics. Review helpfulness prediction models were also developed by using classification techniques. The results indicate that reviewer characteristics are good predictors of review helpfulness, whereas review quality and review sentiment are poor predictors of review helpfulness.
This study illustrates that determinants of customer satisfaction in hospitality venues can be identified through an analysis of online reviews. Using text mining and content analysis of 42,668 ...online traveler reviews covering 774 star-rated hotels, the study found that transportation convenience, food and beverage management, convenience to tourist destinations and value for money are identified as excellent factors that customers booking both luxury and budget hotels consider important and for which the performance is much satisfactory to them. Customers paid more attention to, but were less satisfied with, bed, reception services and room size and decoration. Most determinants of customer satisfaction also showed a consensus over luxury versus budget hotels, except for factors referring to lobby and sound insulation. As per its findings, the article concludes by presenting theoretical and managerial implications.
Purpose
This study aims to differentiate the brand personality of four basic hotel categories (e.g. limited-service, selected-service, full-service and luxury hotels) to draw an overall landscape of ...the lodging industry on symbolic attributes.
Design/methodology/approach
An online survey was conducted to assess the brand personality of eight popular hotel brands competing in the US market (two brands for each price category) by using Aaker’s (1997) brand personality scale. The categorical difference in brand personality was compared at both of the dimensional and individual trait level.
Findings
This study draws a picture of brand personality for four prevailing hotel categories in the US market. It suggests exciting luxury hotels, sincere select-service hotels and rugged limited-service hotels, but no distinctive personality for full-service hotels. This study positions the pros and cons of each hotel category. For instance, it shows at the dimensional level, full-service hotels advance select-service hotels in excitement but fall behind in sincerity. At the individual trait level, full-service hotels strike customers as contemporary, up-to-date and good-looking, but disappoint customers on the features like honest and wholesome.
Practical implications
This study informs hotel brand companies and hotel investors with the pros and cons of each hotel category to assist them to improve their marketing or investment strategies.
Originality/value
Although brand personality has been often used to assess hotel brand’s difference, it has been rarely used to capture the categorical difference. This study adds new insights to hotel banding practice by comparing different categories on symbolic attributes.
This study aims to identify green-hotel attributes and determinants that contribute to guests' intention generation for visiting a green hotel and practicing pro-environmental actions during their ...hotel stay. The study's results find five dimensions (Customer benefit, Energy efficiency, Water efficiency, Recycling policy and Green characteristic) that underlie 24 green-hotel attributes. Out of the five dimensions, Customer benefit, Energy efficiency, and Green characteristic are found to positively affect pro-environmental value and attitude that in turn enhance intention to practice environmentally friendly actions and visit a green hotel, while pro-environmental value does not trigger pro-environmental attitude. Theoretical and managerial implications are discussed.
Luxury hotels might hesitate to operate in a more environmentally friendly way because they worry such practices will harm their performance. However, hotels can have a significant impact on the ...natural environment. Building on protection motivation theory, this study examines consumers' evaluations of luxury hotels that are becoming more environmentally friendly by investigating the influences of perceived risks (i.e. functional, financial, hedonic, and self-image risks) on consumers' hesitation and subsequent purchase intentions. Additionally, the moderating effect of consumers' green hotel knowledge on the influences of perceived risks on hesitation is examined. Questionnaires were completed by 548 participants from Taiwan and revealed that perceived risks can significantly influence hesitation, which can in turn affect purchase intentions. Furthermore, green hotel knowledge moderates the influence of perceived functional and hedonic risks on hesitation. This study's contributions to the luxury product consumption literature and sustainable tourism studies are discussed.
This study is aimed at analyzing the features of the functioning of the hotel services market in the city of Rostov-on-Don and the Rostov region, identifying the factors of its sustainable ...development due to the organization of services for bleisure tourists. The paper presents a new format of travel in the tourism sector, convenient for the consumer of a certain business status. The article examines the features and trends in the development of bleisure tourism, assesses the total number of rooms of accommodation facilities in the city of Rostov-on-Don of a business nature and the range of additional hotel services they provide in order to identify opportunities in the field of serving bleisure tourists. The popularity of the new format is due to the large concentration in the labor market of a new type of people who prefer to combine work and personal life, as well as their desire to explore new places. The paper identifies the distinctive features of a bleisure trip, as well as identifies the main amenities and services that bleisure tourists are looking for in accommodation facilities. The intensive development of bleisure tourism contributes to the need to develop technologies for serving bleisure tourists in business hotels. The development of congress hotels and the intensification of the offer of business additional services is the main prerequisite for the active and successful promotion of bleisure tourism. The organization of services for bleisure tourists can become a highly profitable area for business hotels.
Fostering customer green purchase behavior is a fundamental constituent of an eco‐friendly hospitality firms' success. The present study developed a theory of green purchase behavior (TGPB) that ...clearly and sufficiently explains customer environmentally responsible buying behavior for green hospitality products, such as green hotels and green restaurants. Mixed methods based on a psychometric approach were used for the development of the theory. Within the theory, attitude, ascribed responsibility, and social norm directly activate the personal norm. These types of activators form based on awareness of consequences, image, ecological worldview, and environmental value. In addition, past behavior increases behavior. This theorization is fully supported and demonstrated through both qualitative and quantitative processes. Green purchase behavior was satisfactorily accounted for by the proposed theory. The TGPB included a stronger prediction power than the existing pro‐social theories, and it is applicable to diverse hospitality/tourism/consumer behavior contexts.
The impact of online reputation on hotel profitability Anagnostopoulou, Seraina C; Buhalis, Dimitrios; Kountouri, Ioanna L ...
International journal of contemporary hospitality management,
01/2020, Volume:
32, Issue:
1
Journal Article
Peer reviewed
Open access
Purpose
The purpose of this study is to quantify the impact of online customer reputation on financial profitability.
Design/methodology/approach
Online reputation is captured by extracting the most ...recurring textual themes associated with customer satisfaction and dissatisfaction, expressed within positive vs negative online guest reviews on Booking.com. Latent semantic analysis is used for textual analysis. Proxies of overall financial performance are manually constructed for the sample hotels, using financial data from the Financial Analysis Made Easy (FAME) database. Ordinary least squares is used to gauge the effect of online customer reputation on financial profitability.
Findings
Empirical findings indicate that recurring textual themes from positive online reviews (in contrast to negative reviews) exhibit a higher degree of homogeneity and consensus. The themes repeated in positive, but not in negative reviews, are found to significantly associate with hotel financial performance. Results contribute to the discussion about the measurable effect of online reputation on financial performance.
Originality/value
Contemporary quantitative methods are used to extract online reputation for a sample of UK hotels and associate this reputation with bottom-line financial profitability. The relationship between online reputation, as manifested within hotel guest reviews, and the financial performance of hotels is examined. Financial profitability is the result of revenues, reduced by the costs incurred in order to be able to offer a given level of service. Previous studies have mainly focused on basic measures of performance, i.e. revenue generation, rather than bottom-line profitability. By combining online guest reviews from travel websites (Booking.com) with financial measures of enterprise performance (FAME), this study makes a meaningful contribution to the strategic management of hotel businesses.
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