Hotel experiences during the COVID-19 pandemic: high-touch versus high-tech

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dori Davari ◽  
Saeed Vayghan ◽  
SooCheong (Shawn) Jang ◽  
Mehmet Erdem
Keyword(s):  
Qualitative Content Analysis ◽  
Online Reviews ◽  
User Generated Content ◽  
High Tech ◽  
Balance Theory ◽  
Content Type ◽  
Delivery Modes ◽  
Big Picture ◽  
Perceptions And Expectations ◽  
Dyadic System

Purpose This study aims to gain an understanding of hotel experiences during the pandemic by examining sentiments of guests posted online. Design/methodology/approach This paper incorporates the balance theory, in a dyadic system to analyze the ways in which guests were motivated to restore a position of balance during the unprecedented COVID-19 crisis. Qualitative content analysis was used to detect thematic patterns of hotel experiences based on examining online reviews shared by actual guests of two major hotel brands – one more closely associated with convenience-driven automation (high-tech) and the other known for providing more guest–employee interaction (high-touch). Findings The analysis of the reviews yielded six main themes: “purpose of visit,” “COVID safety concerns,” “technology adoption,” “COVID limitations,” “exceeded expectation” and “hospitality of staff.” Staff displaying a welcoming attitude was the main factor in creating a convivial experience for guests at both hotel brands, but the technology was not highlighted as much in guests’ reviews. Despite the pandemic, guests of both hotel brands had similar levels of enjoyment regarding their hotel experiences regardless of the high-touch or high-tech nature of the operations. Research limitations/implications User-generated content often reflects the opinions of those who are very satisfied or not satisfied at all. Different data collection techniques could be used to get a “big picture” view of the balance between high-touch and high-tech experiences. Practical implications The findings offer support to researchers and practitioners who advocate that high-touch and high-tech can indeed co-exist, and that these distinct service delivery modes do not have to be mutually exclusive. Originality/value This paper provides new trajectories that can broaden the approaches undertaken by hospitality/tourism scholars and practitioners based on user-generated content. This study is one of the first to adopt the lens of the balance theory, in a dyadic system, to investigate how guests may be psychologically motivated to balance their perceptions and expectations during a time of crisis.

The importance of user-generated photos in restaurant selection

2019 ◽  
Vol 10 (1) ◽  
pp. 2-14 ◽  
Author(s):  
Bruno Oliveira ◽  
Beatriz Casais
Keyword(s):  
Design Methodology ◽  
Online Reviews ◽  
User Generated Content ◽  
Content Type ◽  
Online Platforms ◽  
Photo Sharing ◽  
Restaurant Managers ◽  
Marketing Activities ◽  
Hospitality Sector ◽  
Practical Implications

Purpose User-generated content and online reviews are highly relevant in purchase decision in the hospitality sector, including restaurants, but there is a lack of knowledge about the effect of sharing pictures in this context. This study aims to focus on the relevance of user-generated photos in online platforms for restaurants’ selection. Design/methodology/approach A research was conducted with a sample of 319 residents of Porto region, who had at least one meal in a restaurant over the 30 days before the answer of the survey and had searched online to select the restaurant. Findings The results show that while doing online research about restaurants, it is important for potential consumers to find pictures of food and physical evidences of restaurants generated by other users. Findings also show that consumers find user-generated photos especially at websites of reviews, although the importance of restaurant owned platforms, such as official social media pages and websites. Practical implications The research results appeal restaurant managers to understand the importance of user-generated photos in online platforms by promoting photo sharing in their restaurants with appropriate marketing activities for that purpose. Originality/value This paper expands the state-of-the-art about the importance of user-generated content, focusing on the importance of photos from restaurants shared by consumers in online platforms.

Nature-based experiences in tree houses: guests’ online reviews

2019 ◽  
Vol 74 (3) ◽  
pp. 310-326 ◽  
Author(s):  
Ana Brochado
Keyword(s):  
Design Methodology ◽  
Qualitative Data ◽  
Opportunity To Learn ◽  
Online Reviews ◽  
User Generated Content ◽  
Computer Assisted ◽  
Content Type ◽  
Tourism Studies ◽  
Key Dimensions ◽  
Dominant Narratives

Purpose This study aims to examine nature-based tourists’ experiences in tree houses using user-generated content in Web reviews. The research objectives were to identify the main dimensions of tree house experiences and test whether these dimensions vary according to different traveller-type market segments. Design/methodology/approach A sample of 722 Web reviews was analysed using mixed content analysis methods. Leximancer software provided computer-assisted qualitative data analysis that identified the main themes, after which further qualitative analysis identified the key narratives associated with experiences. Findings The results reveal that tourists are extremely satisfied with their stays in tree houses. The main themes that encompass the dominant narratives are tree house, Costa Rica, staff, morning, walk, wildlife, rainforest, opportunity to learn, trip, experience and recommendation. The narratives vary according to type of traveller. Originality/value The valuable insights gained emphasise the advantages of using user-generated content in tourism studies. The results also offer a better understanding of the key dimensions of this type of nature-based tourism, including a graphic representation of the main themes and concepts in guests’ narratives. In addition, the findings emphasise that nature-based tourists are not a homogeneous group and that they can be segmented according to type of traveller.

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.

Online portrayals of volunteer tourism in Nepal

2015 ◽  
Vol 7 (2) ◽  
pp. 141-158 ◽  
Author(s):  
Siân Easton ◽  
Nicholas Wise
Keyword(s):  
Content Analysis ◽  
Design Methodology ◽  
Qualitative Content Analysis ◽  
User Generated Content ◽  
Pivotal Role ◽  
Positive Outcomes ◽  
Volunteer Tourism ◽  
Content Type ◽  
Online Platforms ◽  
Promotional Materials

Purpose – This study aims to contribute perspective into how user-generated content (UGC) can be found to reinforce, or challenge, the commercial promotion of volunteer tourism in Nepal. Volunteer tourism is an expanding alternative niche market spanning the globe. More understanding is needed to identify potential conflicts that may arise in relation to information communicated via official promotional materials from volunteer tourism organisation websites and from UGC on sites such as TripAdvisor. Design/methodology/approach – A qualitative content analysis of websites and online UGC gathered from identified promotional websites and TripAdvisor used to inform and persuade tourists was analysed. Findings – Three themes emerged from the analysis of promotional websites: perspective outcomes of volunteerism on locals and VolunTourists, requirements of participating volunteers and the ability of volunteer organisations to effectively meet expectations. The TripAdvisor forum content is broken down into two main areas: requests/recommendations and critical reflections. UGC is playing a pivotal role to inform future VolunTourists, based on experiences by previous volunteers. Commercial websites emphasise achievable positive outcomes by unskilled/unqualified volunteers, with the support of credible volunteer organisations. Conversely, UGC focusses on negative outcomes associated with volunteer tourism. Research limitations/implications – This study provides insights into how online platforms are being used by consumers. This study suggests that significant disparities exist between content communicated via promotional websites and UGC, with a number of important implications discussed. Originality/value – This study aims to address this gap in the understanding of the authors through the analysis of emerged themes communicated via Nepal volunteer websites and TripAdvisor forums. Moreover, there is a need for volunteers to be more informed about the complexities of the industry and volunteer organisations, acknowledging more needs to be considered to meet the requirements/expectations of volunteers.

The face of contagion: consumer response to service failure depiction in online reviews

2018 ◽  
Vol 52 (1/2) ◽  
pp. 39-65 ◽  
Author(s):  
Alexa K. Fox ◽  
George D. Deitz ◽  
Marla B. Royne ◽  
Joseph D. Fox
Keyword(s):  
Service Failure ◽  
Emotional Contagion ◽  
Online Reviews ◽  
Self Report ◽  
User Generated Content ◽  
Physiological Measures ◽  
Content Type ◽  
Service Failures ◽  
Failure Severity ◽  
The Impact

Purpose Online consumer reviews (OCRs) have emerged as a particularly important type of user-generated information about a brand because of their widespread adoption and influence on consumer decision-making. Much of the existing OCR research focuses on quantifiable OCR features such as star ratings and volume. More research that examines the influence of review elements, aside from numeric ratings, such as the verbatim text, particularly in services contexts is needed. The purpose of this research is to investigate the impact of service failures on consumer arousal and emotions. Design/methodology/approach The authors present three behavioral experiments that manipulate service failure and linguistic elements of OCRs by using galvanic skin response, survey measures and automated facial expression analysis. Findings Negative OCRs lead to the greatest levels of arousal when consumers read OCRs. Service failure severity impacts anger, and referential cohesion, an observable property of text that helps a reader better understand ideas in the text, negatively moderates the relationship between service failure severity and anger. Originality/value The authors are among the first to empirically test the effect of emotional contagion in a user-generated content context, demonstrating that it can occur when consumers read such content, even if they did not experience the events being described. The research uses a self-report and physiological measures to assess consumer perceptions, arousal and emotions related to service failures, increasing the robustness of the literature. These findings contribute to the marketing literature on OCRs in service failures, physiological measures of consumers’ emotions, the negativity bias and emotional contagion in a user-generated content context.

Money laundering through raw diamonds

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Fabian Maximilian Johannes Teichmann ◽  
Marie-Christin Falker
Keyword(s):  
Law Enforcement ◽  
Money Laundering ◽  
Qualitative Content Analysis ◽  
Law Enforcement Agencies ◽  
Content Type ◽  
Compliance Officers ◽  
German Speaking ◽  
Three Stages ◽  
Practical Implications ◽  
Combat Money Laundering

Purpose This paper aims to illustrate how illegally obtained funds are laundered through raw diamonds in Austria, Germany, Liechtenstein and Switzerland. Design/methodology/approach To identify specific money laundering techniques involving raw diamonds, this study used a qualitative content analysis of data collected from 60 semi-standardized interviews with both criminals and prevention experts and a quantitative survey of 200 compliance officers. Findings Raw diamonds are extraordinarily suitable for money laundering in European German-speaking countries. In particular, they may be used in all three stages of the laundering process, namely, placement, layering and integration. Research limitations/implications Because the qualitative findings are based on semi-standardized interviews, their insights are limited to the perspectives of the 60 interviewees. Practical implications Identifying gaps in existing anti-money laundering mechanisms should provide compliance officers, law enforcement agencies and legislators with valuable insights into how criminals operate. Originality/value While prior studies focus on the methods used by organizations to combat money laundering and how to improve anti-money laundering measures, this paper investigates how money launderers operate to avoid detection, thereby illustrating authentic experiences. Its findings provide valuable insights into the minds of money launderers and combines criminal perspective with that of prevention experts.

The effect of emotions, eWOM quality and online review sequence on consumer intention to follow advice obtained from digital services

2020 ◽  
Vol 31 (3) ◽  
pp. 465-487 ◽  
Author(s):  
Carla Ruiz-Mafe ◽  
Enrique Bigné-Alcañiz ◽  
Rafael Currás-Pérez
Keyword(s):  
Structural Model ◽  
Online Reviews ◽  
Moderating Effect ◽  
Online Information ◽  
Bias Effect ◽  
Content Type ◽  
Digital Services ◽  
Information Cues ◽  
Cognitive Information ◽  
The Impact

PurposeThis paper analyses the interrelationships between emotions, the cognitive information cues of online reviews and intention to follow the advice obtained from digital platforms, paying special attention to the moderating effect of the sequencing of review valence.Design/methodology/approachThe data were collected from 830 Spanish Tripadvisor users. In a two-step approach, a measurement model was estimated and a structural model analysed to test the proposed hypotheses. SmartPLS 3.0 software was used. The moderating effect of sequencing of reviews is tested.FindingsThe data analysis showed a bias effect of review sequence on the impact of online information cues and emotions on intention to follow advice obtained from Tripadvisor. When the online reviews of a restaurant begin with positive commentaries, their perceived persuasiveness is a stronger driver of the pleasure and arousal elicited by online reviews than when they begin with negative reviews. On the other hand, the perceived helpfulness of online reviews only triggers arousal when the user reads negative, followed by positive, comments. The impact of pleasure on intention to follow the advice provided in an online travel community is higher with positive-negative than with negative-positive sequences.Originality/valueWhile researchers have demonstrated the benefits of customer reviews on company sales, a largely uninvestigated issue is the interplay between emotions and cognitive information cues in the processing of online reviews. This is one of the first studies to examine the moderating effect of conflicting reviews on the impact of emotions and cognitive information cues on consumer intention to follow the advice obtained from digital services.

Towards a taxonomy of intergenerational knowledge transfer practices

2018 ◽  
Vol 25 (2) ◽  
pp. 81-91
Author(s):  
Kerstin Kuyken ◽  
Mehran Ebrahimi ◽  
Anne-Laure Saives
Keyword(s):  
Knowledge Transfer ◽  
Comparative Study ◽  
Design Methodology ◽  
Qualitative Case Study ◽  
High Tech ◽  
Content Type ◽  
Case Study Design ◽  
Younger Workers ◽  
Intergenerational Knowledge

Purpose This paper aims to develop a better understanding of intergenerational knowledge transfer (IKT) practices by adopting a context-related and comparative perspective. Design/methodology/approach A qualitative case study design involving 83 interviews and non-participative observation in German and Quebec organizations has been chosen. Findings Two distinctive archetypes of IKT emerge from both national contexts: “we-individualizing” (Germany) and “I-connecting” (Quebec), leading to an eightfold taxonomy of IKT practices. Research limitations/implications This research is limited to young and senior workers and to high-tech sectors. Originality/value Comparative and inductive study of IKT, adaptation of IKT practices to national contexts, retaining younger workers. This inductive and comparative study allows a better adaptation of IKT practices to national contexts and therefore a better retention of younger workers.

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