•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.
Purpose
This paper aims to examine the impacts of links, fit and sacrifice as the sub-dimensions of on-the-job embeddedness (JE) on turnover intentions through the mediating roles of affective ...organizational commitment (AOC) and work engagement (WENG) and explore AOC and WENG as the two mediators linking on-the-JE to quitting intentions.
Design/methodology/approach
Data collected from small-sized hotels in three waves in Ghana were used to assess the aforesaid relationships. The hypothesized relationships were tested using structural equation modeling.
Findings
The findings reveal that on-the-JE is negatively related to turnover intentions. Additionally, the relationship between on-the-JE and turnover intentions is partly mediated by AOC and WENG. The findings further demonstrate that AOC and WENG partly mediate the impact of links on turnover intentions.
Practical implications
Management of hotels should enhance formal and informal connections between employees and their coworkers and supervisors through socialization tactics. Establishing and maintaining an environment that fosters social support would increase employees’ sense of belongingness and their proclivity to remain with the organization.
Originality/value
Little is known about the effects of the sub-dimensions of on-the-JE on work-related consequences in the hospitality and tourism literature. The literature is also devoid of evidence concerning affective variables as the potential mediators relating the sub-dimensions of on-the JE to turnover intentions. The study sets out to fill in these gaps.
•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.
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 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.
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.
Purpose
This study aims to adopt Carroll’s corporate social responsibility (CSR) pyramid framework as a theoretical lens for examining employee perspectives on South Korean hotels operating as ...quarantine facilities during the COVID-19 pandemic.
Design/methodology/approach
The study adopted a qualitative approach consisting of the following components: in-depth interviews with employees and stakeholders of quarantine hotels, including frontline staff, government officials and medical staff, field observations and data from one researcher’s direct experience in a quarantined hotel.
Findings
Six themes regarding the experience of operating quarantine hotels emerged from the in-depth interviews and field observations. The findings also showed an interplay between the hotel employees’ perspectives, the four components of the CSR pyramid and the benefits and costs to hotels operating as quarantine facilities.
Research limitations/implications
This study focusses on the particular case of quarantine hotels in South Korea, and therefore caution is required in generalising the findings.
Practical implications
The findings suggest that strategic partnerships can help to protect local communities whilst alleviating the hotel industry’s financial difficulties. They also explore an opportunity for business revitalisation in the midst of a global pandemic.
Originality/value
This study finds that the voluntary decision of hotels to operate as coronavirus quarantine facilities is aligned with CSR because its ultimate aim is to protect the community from the risk of coronavirus from overseas arrivals. This study broadens the CSR literature in the fields of COVID-19 and hospitality.
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.
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.
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