Hotel management’s attempts at repairing customers’ trust

2019 ◽  
Vol 10 (4) ◽  
pp. 493-511 ◽  
Author(s):  
Victor Ho
Keyword(s):  
Hospitality Industry ◽  
Online Reviews ◽  
Discursive Practice ◽  
Hotel Management ◽  
Different Types

Abstract The present study explores the discursive practice of the hospitality industry in addressing competence-based, benevolence-based, and integrity-based accusations of trust violation made by dissatisfied customers on TripAdvisor. Authentic negative online reviews written by dissatisfied customers and the corresponding responses by hotel management downloaded directly from TripAdvisor are analyzed qualitatively with Nvivo10. Results show that hotel management has the strongest preference for apology, followed by implicit denial and then explicit denial when dealing with the three different types of accusations of trust violation. The findings will enhance our understanding of trust and its repair, and benefit hospitality practitioners responsible for handling online criticisms and complaints.

Management Responses to Online Reviews: Consumer Preferences of Action Frames and Language Style

2020 ◽  
Author(s):  
Agne Bendaraviciute ◽  
Philipp Wassler ◽  
Thi Hong Hai Nguyen ◽  
Simon Thomas
Keyword(s):  
Figurative Language ◽  
Consumer Preferences ◽  
Online Reviews ◽  
Theory And Practice ◽  
Discrete Choice Experiments ◽  
Hotel Management ◽  
Language Style ◽  
Multi Method Approach ◽  
Language Styles ◽  
Depth Interviews

This study was taken as the understanding of management responses remains scarcely understood in theory and practice, especially concerning consumer preferences. This study aims at examining consumer preferences of the action frames and language styles adopted in hotel management responses to online reviews. A multi-method approach, using discrete choice experiments followed by in-depth interviews, was employed. Findings show that past action frames in management responses are preferred by customers due to the certainty, trustworthiness and detailed information provided. Moreover, literal is favoured over figurative language style due to perceived professionalism and conciseness. The current study helps hotel management to further understand consumer preferences of management responses to online reviews, especially regarding action frames and language styles.

A study of Importance of English Language Proficiency in Hospitality Industry and the Role of Hospitality Educators in Enhancing the Same Amongst The Students

2015 ◽  
Vol 1 (1) ◽  
Author(s):  
Arati Prabhu ◽  
Prachi Wani
Keyword(s):  
Language Proficiency ◽  
Hospitality Industry ◽  
English Language ◽  
English Language Proficiency ◽  
Primary Data ◽  
Hotel Management ◽  
Innovative Teaching ◽  
Teachers And Students ◽  
Teaching Learning

The study is undertaken to understand the importance of English language skills in the Indian hospitality industry, and the gaps therein. It studies the challenge as it exists in Pune city, and how AISSMS College of Hotel Management & Catering Technology has attempted to address the issue(s). The study aims at gathering primary information by means of questionnaires. It sheds light on the gap between existing and desired standards of English proficiency. It also highlights the attempts by the three important stakeholders in order to address the issue. Though, attempts are made from the industry, teachers and students, it is recognized that joint efforts need to be made to tackle the problem collectively and from all sides. It is an urgent calling for innovative teaching learning practices and encouraging sound develop initiatives and commitment. The primary data is across the cross section of Pune hoteliers, teachers and students of the college. The findings reflect the importance of English as the universal medium of communication, and its importance in rendering quality service and importantly.

scholarly journals IPTEKS KEBIJAKAN PEMBERIAN FASILITAS KREDIT DI HOTEL FOUR POINTS BY SHERATON MANADO

2018 ◽  
Vol 2 (02) ◽  
Author(s):  
Stacy Englyn Baguna ◽  
Robert Lambey
Keyword(s):  
Hospitality Industry ◽  
Standard Operating Procedure ◽  
Hotel Management ◽  
Credit Policy ◽  
Credit Facility ◽  
Cash Payment ◽  
Standard Operating ◽  
Cash Discount ◽  
Operational Activities ◽  
Credit Standards

Management of hospitality industry should determine and apply non-cash payment policy and credit facility policy, as one of the way to increase sales and maximize profit for the company. Credit facility policy by hotel management causes the appearance of receivable. The purpose of this study was to identify credit policy applied at hotel Four Points by Sheraton Manado. Based on the study that has been done, management of hotel Four Points by Sheraton Manado has determine several policies for companies that want to get credit facility. The policies consider these four elements: Credit period, Credit standards, Collection policy, and Cash discount. Suggestion for each departments related to sales cycle is to understand and follow the Standard Operating Procedure (SOP) while performing their tasks.Keywords : Credit, Hotel, Account Receivable, Operational Activities, Tourism

scholarly journals Opinion mining using combinational approach for different domains

2019 ◽  
Vol 9 (4) ◽  
pp. 3307
Author(s):  
Jyoti Sandesh Deshmukh ◽  
Amiya Kumar Tripathy ◽  
Dilendra Hiran
Keyword(s):  
Maximum Entropy ◽  
Cross Validation ◽  
Opinion Mining ◽  
Domain Adaptation ◽  
Online Reviews ◽  
Research Area ◽  
Source Domain ◽  
Different Types ◽  
Fold Cross Validation ◽  
Target Data

An increase in use of web produces large content of information about products. Online reviews are used to make decision by peoples. Opinion mining is vast research area in which different types of reviews are analyzed. Several issues are existing in this area. Domain adaptation is emerging issue in opinion mining. Labling of data for every domain is time consuming and costly task. Hence the need arises for model that train one domain and applied it on other domain reducing cost aswell as time. This is called domain adaptation which is addressed in this paper. Using maximum entropy and clustering technique source domains data is trained. Trained data from source domain is applied on target data to labeling purpose A result shows moderate accuracy for 5 fold cross validation and combination of source domains for Blitzer et al (2007) multi domain product dataset.

The Next Generation of Leaders

2015 ◽  
pp. 16-42 ◽  
Author(s):  
Ben Tran
Keyword(s):  
Corporate Culture ◽  
Hospitality Industry ◽  
Business Environment ◽  
Women In Leadership ◽  
Hotel Management ◽  
Female Leaders ◽  
Leadership Positions ◽  
Female Executives ◽  
Global Business ◽  
Male And Female

The low number of female (expatriate) leaders in today's hotel management industry within the global business environment is a concern to most scholars writing on female executives. Most studies focus on the difficulties women face, while a minority of them examine the sources of their success. For academicians, it has been proven time and time again that differences between male and female do not warrant the fact that there are less women in leadership positions in the hotel and hospitality industry due to the claim that men are more qualified than women. For practitioners, however, many organizations have managed to demonstrate to the contrary of academicians, through the practice and maintenance of its corporate culture. The purpose of this chapter is to address two sets of stereotypes about female leaders in the hotel management industry: 1) the glass ceiling, the glass cliff, the glass border, and the pink collar ghetto or patterns of employment ghettos; and 2) the three persistent myths regarding female leaders in the hotel management industry.

eWOM

2019 ◽  
pp. 143-173 ◽  
Author(s):  
Juan Pedro Mellinas ◽  
Sofía Reino
Keyword(s):  
Information Overload ◽  
Online Reviews ◽  
Influential Factors ◽  
Online Review ◽  
Hotel Management ◽  
Crucial Aspect ◽  
New Approach ◽  
Tourism Professionals ◽  
Hotel Managers ◽  
Dynamic Relationships

It is difficult to find a traveler who has not written and/or read an online review at any stage of their travel. Most people will not book a hotel if this has no reviews and/or will not choose a destination before reading some opinions from other users. Tourism professionals can gain a comprehensive understanding of the dynamic relationships and key influential factors which are relevant to online reviews. A single business can have thousands of reviews. This creates a situation of information overload for hotel managers, who encounter themselves with increasingly larger numbers of information to analyze and act upon. The ability to effectively analyze data, using in occasions dedicated software becomes a crucial aspect of hotel management. The chapter ends with a reflection on how eWOM is leading to the generation of a new approach to business management.

Expert cues: how expert reviewers are perceived online

2020 ◽  
Vol 30 (4/5) ◽  
pp. 531-556 ◽  
Author(s):  
Anna Naujoks ◽  
Martin Benkenstein
Keyword(s):  
Design Methodology ◽  
Online Reviews ◽  
The Other ◽  
Future Research ◽  
Review Author ◽  
Content Type ◽  
Source Expertise ◽  
Different Types ◽  
Practical Implications

PurposeThe purpose of this paper is to explore different types of source expertise and how they influence perceived message quality. Consumers face the challenge to identify valuable online reviews. Source expertise as a signal of message quality can be displayed differently, depending on website layout, operator and review author.Design/methodology/approachTwo scenario-based experiments were conducted questioning 135 and 275 participants. They investigate the effect of different types of expert reviewers on perceived message quality and also examine the interplay of source expertise and source trustworthiness.FindingsThe findings reveal that the different types of expert reviewers differ in perceived expertise and their impact on perceived message quality. Claims of expertise induce the highest perceived expertise compared to the other expert types and non-experts, but are perceived as less trustworthy.Research limitations/implicationsFuture research should examine the influence of the expert types across different product and service categories and could also include moderating influences that reflect how consumers process expert cues differently.Practical implicationsCues that signal high expertise and high trustworthiness are likely to deliver the most valuable online reviews. This should be incorporated in the website's layout to help consumers find valuable information.Originality/valueThe approach of this research is novel in that it undertakes comparisons between three types of expert cues and non-experts. It also addresses the interplay of source expertise and trustworthiness and examines the effect on message quality.

scholarly journals Connecting Big Data and Service Quality Evaluation – Developing a Service Quality Map of the Austrian Hospitality Industry through the Application of Big Data

2017 ◽  
Vol 8 ◽  
pp. 40-54
Author(s):  
Julia Beck ◽  
Margarita Danilenko ◽  
Laura Sperber ◽  
Brenda Wiersma ◽  
Roman Egger
Keyword(s):  
Big Data ◽  
Service Quality ◽  
Hospitality Industry ◽  
Online Reviews ◽  
Comprehensive Overview ◽  
Service Quality Evaluation ◽  
Governmental Institutions ◽  
Extensive Body ◽  
Tourism And Hospitality ◽  
The Impact

The impact of online reviews on guests, hotel owners and other parties is growing in importance. In reference to online reviews, service quality plays a crucial role in hotel diff erentiation and influencing the choice of accommodation made by travellers. Thus, online reviews represent a valuable source of information about perceived service, that has not been fully exploited yet. This research paper attempts to look more closely at this extensive body of data. The authors have conceptualized a tool that assists governmental institutions, DMOs and investors in decision making. This tool accumulates intelligent data and provides a comprehensive overview of the Austrian hospitality industry and its service quality standards. It allows the user to conduct specific queries on how a certain dimension of service quality is perceived. The results can be either visualized on a density map or extracted as a structured .csv file for further analysis.The GAZE Journal of Tourism and Hospitality Vol. 8, 2017, page: 40-54

A Room of One’s Own: Need for Uniqueness Counters Online WoM

2018 ◽  
Vol 60 (3) ◽  
pp. 216-232 ◽  
Author(s):  
Robin Chark ◽  
Lawrence Hoc Nang Fong ◽  
Candy Mei Fung Tang
Keyword(s):  
Hospitality Industry ◽  
Choice Behavior ◽  
Word Of Mouth ◽  
Online Reviews ◽  
Attitude Formation ◽  
Extant Literature ◽  
Need For Uniqueness ◽  
Room Of One's Own

We examine how consumers’ desire to be different reduces their reliance on others’ suggestions and thus increases their tendency to diverge from the average opinion. While the extant literature focuses on the role of need for uniqueness in attitude formation and choice behavior, not much has been done to test the effect of uniqueness seeking on reactions to persuasive, word of mouth (WoM) messages. In four studies, we find converging evidence for a uniqueness effect. Specifically, the uniqueness motivation interacts with the valence of the average opinion such that when uniqueness motivation is low, consumers follow others’ advice and thus their attitudes depend primarily on the valence of the average opinion; meanwhile, the uniqueness seekers rely less on the valence and are more likely to form less favorable attitudes after reading positive reviews and to hold less unfavorable ones when the reviews are negative. These effects are found when trait need for uniqueness is measured as well as when situational need for uniqueness is manipulated. We further examine the process through which uniqueness motivation results in nonconformist attitudes. Uniqueness seekers perceive minority opinions as more diagnostic. Thus, these minority opinions are disproportionately represented in uniqueness seekers’ nonconformist views. These findings are important to the hospitality industry as consumers often rely on others’ experiences by reading online reviews to help make decisions concerning their own hospitality needs, which are highly experiential in nature.

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