Examining consumer emotion and behavior in online reviews of hotels when expecting managerial response

2020 ◽  
Vol 89 ◽  
pp. 102559
Author(s):  
Xun Xu
Keyword(s):  
Online Reviews ◽  
And Behavior ◽  
Consumer Emotion ◽  
Managerial Response

Generation of Personalized Ontology Based on Consumer Emotion and Behavior Analysis

2011 ◽  
Author(s):  
Alvis Fong ◽  
Alvis Fong ◽  
Baoyao Zhou ◽  
Baoyao Zhou ◽  
Siu Hui ◽  
...  
Keyword(s):  
Behavior Analysis ◽  
And Behavior ◽  
Consumer Emotion

Reputation management in cyberspace: evidence from Jordan’s luxury hotel market

2019 ◽  
Vol 10 (1) ◽  
pp. 107-120 ◽  
Author(s):  
Zaid Alrawadieh ◽  
Mithat Zeki Dincer
Keyword(s):  
Response Rate ◽  
Online Reviews ◽  
Reputation Management ◽  
Future Research ◽  
Content Type ◽  
Luxury Hotels ◽  
Hotel Managers ◽  
Online Reputation ◽  
Luxury Hotel ◽  
Managerial Response

PurposeDrawing on a sample of 520 negative reviews posted on TripAdvisor against all five-star hotels operating in Petra, Jordan, the purpose of this paper is to evaluate the response of luxury hotels to negative online reviews by considering the Response Rate (RR), the Response Time (RT) and the Response Content (RC).Design/methodology/approachA deductive content analysis was used on hotels’ managerial responses. Based on the literature review, a four-construct scheme was identified to guide the analysis including Appreciation; Apology; Explanation; and Incentive. The managerial responses were carefully read and manually coded based on the four-construct scheme. The time between the review posting date and the date of the managerial response was also recorded. Luxury hotel managers were also surveyed to obtain insights into their perceptions and practices with respect to online reputation management.FindingsThe findings call into question luxury hotels’ awareness of the harmful impact of negative online reviews. Specifically, the findings suggest that less than half of the negative reviews received a managerial response, and that more than half of these were standardized and did not refer to the issues raised in the reviews. The low response rate coupled with the hotel managers’ consensus on the importance of answering all online reviews indicates inconsistency between hotel managers’ perceptions and practices with regard to online reputation management.Originality/valueThe paper adds to the ongoing debate on reputation management in the hospitality industry by considering the managerial response to negative online reviews. The paper discusses several managerial implications for hotel managers as well as avenues for future research.

Generation of Personalized Ontology Based on Consumer Emotion and Behavior Analysis

2012 ◽  
Vol 3 (2) ◽  
pp. 152-164 ◽  
Author(s):  
A. C. M. Fong ◽  
Baoyao Zhou ◽  
Siu Hui ◽  
Jie Tang ◽  
Guan Hong
Keyword(s):  
Behavior Analysis ◽  
And Behavior ◽  
Consumer Emotion

scholarly journals How Can a Destination Better Manage Its Offering to Visitors? Observing Visitor Experiences via Online Reviews

2019 ◽  
Vol 11 (17) ◽  
pp. 4660 ◽  
Author(s):  
Hany Kim ◽  
Hyo Jae Joun ◽  
Yeongbae Choe ◽  
Ashley Schroeder
Keyword(s):  
Content Analysis ◽  
Significant Influence ◽  
Online Reviews ◽  
Star Rating ◽  
Analysis Techniques ◽  
Tour Guides ◽  
Visitor Experiences ◽  
Sustainable Income ◽  
And Behavior

Destinations are competing every day to attract more tourists and increase tourism receipts. In order to maintain tourists’ interests in the destination and expect sustainable income from tourism, understanding tourists’ perceptions of the destination is a critical task for destination managers. Tourists’ continuous visitation can be ensured when destinations are perceived to be positive and attractive. Therefore, this study examines destination attributes that are fundamental elements of the destination and tourists’ experiences. More specifically, this study investigates the destination attributes that are perceived to be positive by tourists using online reviews. Online reviews were analyzed with content analysis techniques and the quantified content was statically compared with the star rating provided by tourists. In addition, the influence of destination attributes on other conation dimensions-attitude and behavior-was analyzed. Destination attributes that have an influence on the star rating showed similar results to the attitude. However, behavior dimensions only had a significant influence for tour guides’ quality of the destination.

The construction of the affinity-seeking strategies of Airbnb homestay hosts

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hanqin Qiu ◽  
Dongzhi Chen ◽  
Jian-Wu Bi ◽  
Jiaying Lyu ◽  
Qinghui Li
Keyword(s):  
Conceptual Framework ◽  
Semantic Analysis ◽  
Online Reviews ◽  
Two Dimensions ◽  
Destination Image ◽  
Competitive Advantages ◽  
Content Type ◽  
Research Findings ◽  
And Behavior ◽  
Destination Management Organizations

Purpose This study aims to explore the dimensions and sub-factors of Airbnb hosts’ affinity-seeking strategies. It also aims to build a conceptual framework of hosts’ affinity-seeking strategies and their impact on Airbnb guests’ feelings of affection toward their host and/or the homestay and their behavioral intentions. Design/methodology/approach Based on 150,161 Inside Airbnb online reviews in three major US cities, this study uses semantic analysis to explore processes through which hosts’ affinity-seeking strategies are constructed. Findings A conceptual framework is proposed to identify two dimensions (warmth and competency) and their sub-factors (“presenting friendly attitudes,” “showing personality traits,” “providing service and help” and “promoting social interaction and sharing”) of Airbnb homestay hosts’ affinity-seeking strategies. The framework shows a positive relationship between these strategies and guests’ affection and behavior in response. Practical implications The research findings provide valuable insights to hosts for improving their affinity and strengthening their competitive advantages. They also offer guidance to destination management organizations on how to build a positive destination image. Originality/value To the best of the authors’ knowledge, this study is the first to conceptualize Airbnb homestay hosts’ affinity-seeking strategies. It contributes to the literature by incorporating social cognition theory and service theory in the analysis of these strategies.

The impact of corruption on travelers’ perceptions and preferences

2019 ◽  
Vol 74 (4) ◽  
pp. 795-814 ◽  
Author(s):  
Alexis Papathanassis
Keyword(s):  
Research Methodology ◽  
Quantitative Methods ◽  
Wide Spectrum ◽  
Online Reviews ◽  
Destination Image ◽  
Content Type ◽  
Qualitative And Quantitative Methods ◽  
And Behavior ◽  
The Impact

Purpose This paper aims to explore and model tourists’ perceptions of corruption-related holiday incidents and their impact on travel preferences and behavior. Design/methodology/approach This research methodology reflects an exploratory-sequential, mixed-method design, comprising a content analysis of 205 online reviews, followed by a survey of 268 respondents. Findings According to the data collected and analyzed, exposure to corruption appears to be more than an exception for holidaymakers. Moreover, tourists often associate corruption with a wide spectrum of incident types; those ranging from personal integrity threats to service delivery failures and heritage/attraction mismanagement. The impact of such incidents on travel preferences and behavior of tourists is highly dependent on the perceived competence, effectiveness and professionalism of local (destination) public services and authorities. Practical implications Recommendations for destination stakeholders include the need to enable and take ownership of tourists’ complaints and the importance of recognizing the role of heritage attractions as corruption-related symbols and destination image carriers. Originality/value This paper attempts to establish the connection between corruption and tourism externalities within the context of the recent “over-tourism” debate. In exploring tourism-corruption, the authors adopt a “micro-behavioral” perspective, which represents a novelty in the related macro/systemic-level approach, characterizing the predominant research in this area. Moreover, in terms of research methodology, both qualitative and quantitative methods are combined. This is an ambitious and challenging research design, demonstrating the synergies between the two paradigms and contributing to the completeness of the paper.

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