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.

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.

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.

Qualitative generalising in accounting research: concepts and strategies

2016 ◽  
Vol 29 (6) ◽  
pp. 1100-1131 ◽  
Author(s):  
Lee D. Parker ◽  
Deryl Northcott
Keyword(s):  
Design Methodology ◽  
Research Literature ◽  
Key Factors ◽  
General Applicability ◽  
Information Systems Management ◽  
Content Type ◽  
Accounting Research ◽  
Research Findings ◽  
Quality Of Research

Purpose – The purpose of this paper is to identify and articulate concepts and approaches to qualitative generalisation that will offer qualitative accounting researchers avenues for enhancing and justifying the general applicability of their research findings and conclusions. Design/methodology/approach – The study and arguments draw from multidisciplinary approaches to this issue. The analysis and theorising is based on published qualitative research literatures from the fields of education, health sciences, sociology, information systems, management and marketing, as well as accounting. Findings – The paper develops two overarching generalisation concepts for application by qualitative accounting researchers. These are built upon a number of qualitative generalisation concepts that have emerged in the multidisciplinary literatures. It also articulates strategies for enhancing the generalisability of qualitative accounting research findings. Research limitations/implications – The paper provides qualitative accounting researchers with understandings, arguments and justifications for the generalisability of their research and the related potential for wider accounting and societal contributions. It also articulates the key factors that impact on the quality of research generalisation that qualitative researchers can offer. Originality/value – This paper presents the most comprehensively sourced and developed approach to the concepts, strategies and unique deliverables of qualitative generalising hitherto available in the accounting research literature.

Telework amidst the COVID-19 pandemic: effects on work style reform in Japan

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Masahiro Hosoda
Keyword(s):  
Content Analysis ◽  
Design Methodology ◽  
Document Analysis ◽  
Environmental Barriers ◽  
State Of Emergency ◽  
Content Type ◽  
Work Style ◽  
The Government ◽  
Japanese Companies ◽  
Insight Into

Purpose This study aims to examine how the COVID-19 pandemic affected telework initiatives in Japanese companies and investigate the factors that affect telework based on the technology, organization and environment (TOE) model, through the analysis of published documents. Design/methodology/approach Document analysis was adopted. Documents were collected from English news articles in the Nikkei Asian Review and Nikkei Asia which cover Japan's economy, industries and markets. The results of surveys by the Persol Research Institute and Tokyo Chamber of Commerce and Industry were also provided to discuss factors promoting and hindering telework. Content analysis was adopted to analyse the documents. Findings COVID-19 had an unavoidable impact on the implementation of telework that the government had previously failed to instigate. Japanese listed companies tend to implement telework, whereas small- and medium-sized companies are struggling. The ratio of telework has been low even after the declaration of the state of emergency because there exist organizational, technological and environmental barriers to telework in Japan. Originality/value This study contributes to discussions on work style reform by focusing on the impacts of the COVID-19 pandemic on telework. This research also gives new insight into operationalization of telework in organizations not only in Japan but also in other countries known for low rates of telework and inflexible work styles such as Korea.

“Find a flight for me, Oscar!” Motivational customer experiences with chatbots

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jano Jiménez-Barreto ◽  
Natalia Rubio ◽  
Sebastian Molinillo
Keyword(s):  
Design Methodology ◽  
Hybrid Approach ◽  
Self Determination Theory ◽  
Customer Experience ◽  
Self Determination ◽  
Content Type ◽  
Multimethod Approach ◽  
Practical Implications ◽  
Broad Understanding ◽  
Theoretical Developments

Purpose Drawing on the self-determination theory, the assemblage theory and customer experience literature, this paper aims to develop a framework to understand motivational customer experiences with chatbots. Design/methodology/approach This paper uses a multimethod approach to examine the interaction between individuals and airlines’ chatbots. Three components of self-determined interaction with the chatbot (competence, autonomy and relatedness) and five components of the customer–chatbot experience (sensory, intellectual, affective, behavioral and social) are analyzed qualitatively and quantitatively. Findings The findings confirm the direct influence of self-determined interaction on customer experience and the direct effects of these two constructs on participants’ attitudes toward and satisfaction with the chatbot. The model also supports the mediating roles of customer experience and attitude toward the chatbot. Practical implications This paper offers managers a broad understanding of individuals’ interactions with chatbots through three elements: motivation to use chatbots, experiential responses and individuals’ valuation of whether the interactions have amplified (or limited) the outcomes obtained from the experience. Originality/value This paper contributes to the hospitality and tourism literature with a hybrid approach that reflects on current theoretical developments regarding human- and interaction-centric interpretations of customer experience with chatbots.

Analysis of sustainability insertion in materials selection courses of engineering undergraduate programmes

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jeniffer Fonseca Zanitt ◽  
Izabela Simon Rampasso ◽  
Osvaldo Luiz Gonçalves Quelhas ◽  
Milena Pavan Serafim ◽  
Walter Leal Filho ◽  
...  
Keyword(s):  
Higher Education ◽  
Sustainable Development ◽  
Content Analysis ◽  
Delphi Method ◽  
Design Methodology ◽  
Sustainable Development Goals ◽  
Materials Selection ◽  
Content Type ◽  
Development Goals ◽  
The Subject

Purpose This study aims to analyse how the materials selection courses of engineering undergraduate programmes can be better aligned with the United Nations Sustainable Development Goals (SDGs). Design/methodology/approach Initially, a content analysis was performed in 39 materials selection course descriptions from 40 engineering undergraduate programmes of Brazilian higher education institutions, and subsequently, Delphi method procedures were conducted with professors that teach or have taught the course and are knowledgeable in the subject of sustainability. Findings Considering the analysed course descriptions, it was shown that most of the materials selection courses do not consider or present little emphasis on sustainability aspects. Regarding the Delphi method, eight items were evidenced to consider sustainability aspects in the analysed courses. Originality/value This study contributes to the debates about sustainability insertion in engineering undergraduate programmes. More specifically, the findings presented consolidated information that professors and coordinators can use to align materials selection courses with the SDGs better.

Organizational links and sensemaking in a medical work cooperative system

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Natália Peroni Pellin ◽  
Alex Weymer ◽  
Leila Andressa Dissenha ◽  
Márcio André Leal Bauer
Keyword(s):  
Content Analysis ◽  
Design Methodology ◽  
Cooperative System ◽  
Medical Work ◽  
Content Type ◽  
The World ◽  
Work Cooperative ◽  
Object Organization ◽  
Constituent Elements ◽  
The Relationship

PurposeThe aim of this article was to analyze how the presence of the elements that constitute organizational links are related to sensemaking in a cooperative system of medical work.Design/methodology/approachA content analysis was conducted following interviews with the managers of the cooperative, which is a member of the Brazilian cooperative system and one of the largest in the world. This analysis enabled the systematization of the categories that were identified through the coding of responses, aided by Atlas.ti 8.0 software.FindingsAfter the analysis, it was possible to resize the constitutive elements identified in the specialized literature into three categories: identification, cooperation and recognition. The proposed resizing does not preclude the presence of the constitutive elements identified in the analysis, but it evidences the presence of these elements in a contextualized manner, suggesting a model of an organic organizational link that is dependent on the relationship between subject–object (organization), in which the different perceptions of meanings affect identification, and this can strengthen or weaken the link in a constant process of resignification.Originality/valueWith regard to its theoretical relevance, the work helps to bring concepts related to organizational links and sensemaking closer together as a process in the realm of intersubjectivity. This provides evidence of the presence of constituent elements of ties in a contextualized manner, demonstrating that the interpretation of managers aids sensemaking in a process of circularity and resignification.

Method for automatic key concepts extraction

2019 ◽  
Vol 37 (1) ◽  
pp. 2-15 ◽  
Author(s):  
Sudarsana Desul ◽  
Madurai Meenachi N. ◽  
Thejas Venkatesh ◽  
Vijitha Gunta ◽  
Gowtham R. ◽  
...  
Keyword(s):  
Coming Out ◽  
English Language ◽  
Hybrid Approach ◽  
Ontology Learning ◽  
Specific Domain ◽  
Content Type ◽  
Concept Extraction ◽  
Nuclear Domain ◽  
Wide Range ◽  
Key Concepts

PurposeOntology of a domain mainly consists of a set of concepts and their semantic relations. It is typically constructed and maintained by using ontology editors with substantial human intervention. It is desirable to perform the task automatically, which has led to the development of ontology learning techniques. One of the main challenges of ontology learning from the text is to identify key concepts from the documents. A wide range of techniques for key concept extraction have been proposed but are having the limitations of low accuracy, poor performance, not so flexible and applicability to a specific domain. The propose of this study is to explore a new method to extract key concepts and to apply them to literature in the nuclear domain.Design/methodology/approachIn this article, a novel method for key concept extraction is proposed and applied to the documents from the nuclear domain. A hybrid approach was used, which includes a combination of domain, syntactic name entity knowledge and statistical based methods. The performance of the developed method has been evaluated from the data obtained using two out of three voting logic from three domain experts by using 120 documents retrieved from SCOPUS database.FindingsThe work reported pertains to extracting concepts from the set of selected documents and aids the search for documents relating to given concepts. The results of a case study indicated that the method developed has demonstrated better metrics than Text2Onto and CFinder. The method described has the capability of extracting valid key concepts from a set of candidates with long phrases.Research limitations/implicationsThe present study is restricted to literature coming out in the English language and applied to the documents from nuclear domain. It has the potential to extend to other domains also.Practical implicationsThe work carried out in the current study has the potential of leading to updating International Nuclear Information System thesaurus for ontology in the nuclear domain. This can lead to efficient search methods.Originality/valueThis work is the first attempt to automatically extract key concepts from the nuclear documents. The proposed approach will address and fix the most of the problems that are existed in the current methods and thereby increase the performance.

scholarly journals Utilisation of zakāh and waqf fund in micro-takāful models in Malaysia: an exploratory study

2017 ◽  
Vol 9 (1) ◽  
pp. 100-105
Author(s):  
Said Adekunle Mikail ◽  
Muhammad Ali Jinnah Ahmad ◽  
Salami Saheed Adekunle
Keyword(s):  
Content Analysis ◽  
Low Income ◽  
Exploratory Study ◽  
Design Methodology ◽  
Secondary Data ◽  
Primary Data ◽  
Content Type ◽  
External Resources ◽  
Economic Support ◽  
Form Part

Purpose This paper aims to investigate the utilisation of both zakāh and waqf fund as external resources to ensure micro-takāful services are delivered to underserved communities in an effective and sustainable manner. It also addresses Sharīʿah issues related to the zakāh- and waqf-based model. Design/methodology/approach The study is a qualitative-based research. It uses both focus group and content analysis approach to gather primary data and identify and interpret relevant secondary data and Sharīʿah concepts in developing the zakāh- and waqf-based micro-takāful model. Findings It is discovered throughout the investigation of attributes of beneficiaries of zakāh and waqf institutions as well as micro-takāful scheme that all share commonalities in terms of social securities and socio-economic support to low-income households in societies. The study also finds that the disintegration of zakāh and waqf which form part of the Islamic ecosystem from the micro-takāful model makes it less effective and sustainable. Originality/value This study appears as a primitive attempt to discuss and develop a zakāh and waqf-based micro-takāful model with reference to Malaysian jurisdiction.

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