Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan

2017 ◽  
Vol 26 (8) ◽  
pp. 785-804 ◽  
Author(s):  
Mithat Zeki Dinçer ◽  
Zaid Alrawadieh
Keyword(s):  
Content Analysis ◽  
Hotel Industry ◽  
Online Reviews ◽  
Negative Word ◽  
Luxury Hotels

scholarly journals COVID-19

2021 ◽  
Vol 5 (2) ◽  
pp. 1-13
Author(s):  
Sara Sarwari ◽  
Samina Huq ◽  
Tanvir Ahmed Minar
Keyword(s):  
Content Analysis ◽  
Research Methodology ◽  
Hotel Industry ◽  
Employment Opportunity ◽  
Secondary Research ◽  
Luxury Hotels ◽  
The Future ◽  
The Impact ◽  
Catastrophic Impact

The recent pandemic named COVID-19 has led to a worldwide panic as a consequence of its deadly nature. This pandemic has a catastrophic impact on the hospitality area, one of the world’s largest sectors that changed the employment opportunity of relevant people. The research investigates the impact of COVID 19 on the hotel industry, more precisely, on luxury hotels both in the global and Bangladesh perspectives. Furthermore, the research also examined the business recovery possibilities with the sustainability of this hotel industry in a dramatically changed world of post-COVID-19. Secondary research methodology as well as content analysis are used here to compile various information from published sources. In conclusion, this study will help to take precautions and apropos plan to recuperate any unavoidable circumstances in the future.

Determinants of hotel guests’ satisfaction from the perspective of online hotel reviewers

2019 ◽  
Vol 13 (1) ◽  
pp. 84-97 ◽  
Author(s):  
Zaid Alrawadieh ◽  
Rob Law
Keyword(s):  
Content Analysis ◽  
Design Methodology ◽  
English Language ◽  
Hybrid Approach ◽  
Hotel Industry ◽  
Online Reviews ◽  
User Generated Content ◽  
Key Factors ◽  
Content Type ◽  
Guest Satisfaction

Purpose With the proliferation of Web 2.0 and the travel-related user-generated content platforms, researchers can obtain abundant unsolicited data to examine guests’ perceptions, preferences and behaviors. Drawing on online reviews, this study aims to identify the key factors that determine guest satisfaction in lodging businesses. Design/methodology/approach A total of 400 English-language reviews posted about the best-rated hotels in Istanbul, Turkey, according to TripAdvisor’s ranking system, were selected and content-analyzed. A hybrid approach of inductive and deductive content analysis was adopted in this study. Findings The findings suggested that the quality and size of rooms, along with the service quality from staff, mainly determine guest satisfaction. The findings also reveal that relatively young European male travelers who stay in couple and with family are more likely to share their accommodation experiences in cyberspace. Originality/value The study adds to the literature on the determinants of guest satisfaction by examining online reviews. Unlike research using conventional research methods, the present study contributes to the existing literature of guest satisfaction in the hotel industry by harnessing the power of the word of mouse.

How reviewer level affects review helpfulness and reviewing behavior across hotel classifications: the case of Seoul in Korea

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sunyoung Hlee
Keyword(s):  
Hotel Industry ◽  
Online Reviews ◽  
Content Type ◽  
Luxury Hotels ◽  
Harvesting Technique ◽  
Review Management ◽  
Review Helpfulness ◽  
Independent Hotels ◽  
High Level ◽  
Manova Analysis

PurposeThe purpose of this study is to explore the effect of reviewer qualification and credibility (RQC) and hotel classification involving online hotel reviews (OHRs). The study examines the effects of the reviewer level as a proxy of RQC on review helpfulness and reviewing behavior (review rating, review length). The study also included hotel classification as a moderating variable.Design/methodology/approachData from 1,968 reviews were collected from TripAdvisor.com using a web data-harvesting technique. Hypothesized relations in the model were tested with t-test and MANOVA analysis.FindingsThe empirical results show that the effect of reviewer level on review helpfulness is not significant. In addition, a high-level reviewer tends to leave a lower rating and a lengthier review than a low-level reviewer. Regarding the moderating effects, for the high-level reviewer, three-star independent hotels have a greater effect on review helpfulness.Research limitations/implicationsThe study has several useful implications for researchers, hotel industry when managing OHR and disseminating information to their potential consumers.Practical implicationsThe findings help online review website organizers manage the operation of RQC and hotel classification in a proper manner. Marketing managers, especially those of three-star independent hotels, can effectively utilize review management to the desired effect.Originality/valueUnlike previous studies, this study explores the effect of RQC on review helpfulness and reviewing behaviors across the hotel classification. In addition, this study contributes to the hotel industry developing more effective online reviews from the reviewer level and diverse hotel types (three-star independent, four-star chain, five-star luxury hotels).

EXPRESS: Religious Belief, Religious Priming, and Negative Word-of-Mouth in Everyday Service Failure Encounters

2021 ◽  
pp. 002224372110111
Author(s):  
Riza Casidy ◽  
Adam Duhachek ◽  
Vishal Singh ◽  
Ali Tamaddoni
Keyword(s):  
Social Exchange ◽  
Religious Belief ◽  
Word Of Mouth ◽  
Service Failure ◽  
Online Reviews ◽  
Negative Word ◽  
Mediating Role ◽  
Fairness Norms ◽  
Strategic Variable

This research examines the effects of religious belief and religious priming on negative word-of-mouth (NWOM) behavior. Drawing on social exchange and norm paradigms, we theorize and find evidence of the unique effects of religious belief and religious priming on NWOM in everyday service failure encounters. Specifically, we find that religious belief is associated with higher NWOM, driven by a greater sensitivity to violations of fairness norms, which in turn reduces forgiveness. However, exposure to religious priming attenuates NWOM among more religious consumers by reducing sensitivity to violations of fairness norms, which in turn enhances forgiveness. A field study involving over 1.2 million online reviews of actual restaurant experiences, in addition to four lab studies, provides support for our theorized effects. Our study sheds light on the religion–forgiveness discrepancy by establishing the mediating role of sensitivity to fairness violations on the relationship between religion and forgiveness in the NWOM context. Further, our results demonstrate the importance of religion as a strategic variable in the management of service failure experiences, providing theoretical implications for the literature on the effects of religion on consumer behavior.

Sharing tourism experiences in social media

2017 ◽  
Vol 29 (1) ◽  
pp. 179-225 ◽  
Author(s):  
Marios D. Sotiriadis
Keyword(s):  
Social Media ◽  
Content Analysis ◽  
Academic Research ◽  
Online Reviews ◽  
Content Type ◽  
Main Research ◽  
Research Themes ◽  
Consumer Perspective ◽  
Use Of Social Media ◽  
The Impact

Purpose The purpose of this paper is twofold: to perform a synthesis of academic research published between 2009 and 2016 regarding the changes in tourism consumer behavior brought about by the use of social media (SM); and to suggest a set of strategies for tourism businesses to seize opportunities and deal with resulting challenges. Design/methodology/approach A volume of 146 peer-reviewed journal articles were retrieved from two major databases. Content analysis of this academic research has been performed, exploring the effects of online reviews on tourism consumers and providers. Findings The content analysis identified three main research themes that were investigated by scholars and classified into two major categories, namely, consumer perspective and provider perspective: the antecedents (factors motivating and influencing tourists); the influence of online reviews on consumer behaviour; and the impact of these reviews on tourism businesses (providers’ perspective). Research limitations/implications This study is based on a literature review and outcomes reported by previous studies; hence, the suggestions are indicative rather than conclusive. Some publication sources were not included. Practical implications This paper suggests a range of adequate strategies, along with operational actions, formulated for industry practitioners in the fields of management and marketing. Originality/value It provides an update of the state of published academic research into SM and an integrated set of management and marketing strategies for tourism providers in seizing the opportunities and dealing with the challenges raised in a digital context.

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.

scholarly journals Content Analysis of Negative Online Reviews of Hospice Agencies in the United States

2020 ◽  
Vol 3 (2) ◽  
pp. e1921130
Author(s):  
Elinor J. Brereton ◽  
Daniel D. Matlock ◽  
Monica Fitzgerald ◽  
Grace Venechuk ◽  
Chris Knoepke ◽  
...  
Keyword(s):  
United States ◽  
Content Analysis ◽  
Online Reviews ◽  
The United States

Exploring backpackers’ perceptions of the hostel service quality

2015 ◽  
Vol 27 (8) ◽  
pp. 1839-1855 ◽  
Author(s):  
Ana Brochado ◽  
Paulo Rita ◽  
Carlos Gameiro
Keyword(s):  
Service Quality ◽  
Web Sites ◽  
Quantitative Research ◽  
Hotel Industry ◽  
Online Reviews ◽  
Content Type ◽  
The Social ◽  
Mixed Approach ◽  
Depth Interviews

Purpose – The aim of this paper is to contribute to the understanding of backpackers’s evaluation of service quality provided by hostels by developing a battery of items to assess perceptions of the overall hostel experience. Design/methodology/approach – Scale development took a mixed approach that combines qualitative and quantitative research. First, the authors performed a content analysis of reviews provided by guests in hostel booking web sites, in-depth interviews with hostel managers and focus groups with guests, to develop a battery of items to assess the hostel experience from the guests’ perspective. Then, a quantitative survey (n = 222) was conducted, to explore the dimensionality of service quality in this sector. Lisbon hostels are the target of this study, as they received several awards based on the online reviews of backpackers. Findings – The results revealed that service quality is a multidimensional concept and includes six dimensions, namely, social atmosphere, location and city connection, staff, cleanliness, security and facilities. Regression results revealed that the social atmosphere appears to be a core service dimension crucial to create a sense of hostel guest’s overall quality. Originality/value – The findings suggest that service quality scales should incorporate the specific characteristics of the hotel industry. The quality of the staff and the social atmosphere are of utmost importance to enhance the hostel backpacker experience.

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