The role of key online reviews in affecting online hotel booking: an empirical investigation

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dong Zhang ◽  
Pengkun Wu ◽  
Chong Wu
Keyword(s):  
Binary Logistic Regression ◽  
Online Reviews ◽  
Limited Attention ◽  
Content Type ◽  
Factors Affecting ◽  
Mediating Role ◽  
Antecedents And Consequences ◽  
Hotel Managers ◽  
Hotel Booking

Purpose The importance of online reviews on online hotel booking has been widely acknowledged. However, not all online reviews affect consumers equally. Compared with common online reviews, key online reviews (KORs) have a greater influence on consumers' decisions and online hotel booking. This study takes the first step to investigate the factors affecting the identification of KORs and the role of KORs in online hotel booking.Design/methodology/approach To test the research hypotheses, this study develops a crawler to obtain 551,600 online reviews of 650 hotels in ten representative large cities in China. This study first uses a binary logistic regression to identify KORs by combining review content quality and reviewer characteristics and then uses a log-regression model to investigate the role of KORs in online hotel booking.Findings This study mined the factors affecting the identification of KORs by analyzing review contents and reviewer characteristics. Our results revealed that KORs play a mediating role in the effects of review content and reviewer characteristics on online hotel booking.Originality/value This study focuses on KORs, which have received limited attention in research but are important to practitioners. Specifically, this study investigates the antecedents and consequences of KORs. Our results enable hotel managers to manage online reviews effectively, particularly KORs.

School principals’ systems thinking: antecedents and consequences

2019 ◽  
Vol 57 (2) ◽  
pp. 167-184 ◽  
Author(s):  
Pascale Benoliel ◽  
Haim Shaked ◽  
Nechama Nadav ◽  
Chen Schechter
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Systems Thinking ◽  
Structural Equation ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
Leadership Framework ◽  
Antecedents And Consequences

PurposeToday’s educational complexities require principals to adopt a more systemic perspective toward school management. Although research has emphasized the benefits associated with the holistic perspective of systems thinking, research in the educational field has been limited. The purpose of this paper is to investigate the mediating role of principals’ systems thinking (PST) in the relationships between instructional leadership (IL) and subject coordinators’ organizational commitment and job satisfaction.Design/methodology/approachData were collected by surveying a sample of 226 subject coordinators from different elementary schools randomly chosen in Israel. Subject coordinators completed questionnaires on their PST competencies, their principals’ IL, job satisfaction and organizational commitment. Structural equation modeling was used to test the research hypotheses.FindingsThe results confirmed the main hypotheses: PST did facilitate subject coordinators’ organizational commitment and job satisfaction. Findings also showed that PST mediated the relationship between IL and subject coordinators’ organizational commitment and job satisfaction.Originality/valueBy integrating research from both educational and non-educational literature, this study contributes to deepen our understanding regarding the antecedents and consequences of the PST as perceived by their subject coordinators, providing a broader leadership framework on their functions in today’s complex school systems.

Factors affecting customers’ attitude towards Islamic banking in UAE

2019 ◽  
Vol 14 (4) ◽  
pp. 668-688 ◽  
Author(s):  
Abdulkader Kaakeh ◽  
M. Kabir Hassan ◽  
Stefan F. Van Hemmen Almazor
Keyword(s):  
Structural Equation ◽  
Islamic Banking ◽  
Content Type ◽  
Factors Affecting ◽  
Customer Base ◽  
Mediating Role ◽  
Practical Implications ◽  
Insight Into ◽  
Attitude Model

Purpose The purpose of this paper is to investigate the effects of the following factors: image, awareness, Shariah compliance and individualism, on the attitude and intention of customers to use Islamic banking among Bank customers in UAE, and the mediating role of attitude in that model, using a theoretical model based on the multi-attribute attitude model, the theory of reasoned actions and the theory of planned behaviour. Design/methodology/approach The research will focus on surveying bank customers living in UAE. The researcher will use structural equation modelling to analyse the data. Findings Results show that attitude and awareness affect intention directly, while image, awareness, Shariah compliance and individualism affect attitude directly and intention indirectly mediated by attitude. Research limitations/implications The sample size includes 178 bank customers living in three cities in UAE, hence, the rest of the country is not included. Practical implications The research shows the importance of Shariah compliance, individualism and image on attitude and intention and provides suggestions for banks to benefit from these aspects to widen their customer base. Social implications The study provides an insight into individuals’ decision making and the importance of a social approach by banks when advertising. Originality/value The research is the first empirical attempt to test new factors affecting attitude towards Islamic banking in UAE.

Brand equity, online reviews, and message trust: the moderating role of persuasion knowledge

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Fayez Ahmad ◽  
Francisco Guzmán
Keyword(s):  
Brand Equity ◽  
Experimental Studies ◽  
Online Reviews ◽  
Review Literature ◽  
Online Review ◽  
Persuasion Knowledge ◽  
Content Type ◽  
Mediating Role ◽  
The Relationship

Purpose This paper aims to investigate whether a message from a brand with stronger brand equity generates more trust than a message from a brand with lower brand equity, and thus is more likely to encourage consumers to write online reviews. This paper also explores what happens when consumers become aware that brands are trying to persuade them to write a review. Design/methodology/approach Through three experimental studies, where participants were randomly assigned to a brand that has either a stronger or weaker brand equity, participants’ intention to write reviews was measured. Trust in the message was measured to study its mediating role, and persuasion knowledge of the participants was manipulated to investigate its moderating effect. Findings The findings confirm that consumers are more likely to write online reviews when a message comes from a brand that has stronger brand equity, trust in the message mediates the relationship between brand equity and consumer intention to write an online review, and persuasion knowledge has a differential effect on consumer intention to write reviews. Originality/value The study adds to the brand equity and online review literature by providing evidence that a higher level of consumer trust on brands that have stronger brand equity leads to an increased intention to write a review for the brand. It also shows that consumers’ awareness of the motive of the brand is more beneficial for brands with strong brand equity, contributing to persuasion knowledge literature.

Factors affecting consumers' pro-environmental behaviour in nutricosmetics consumption: the role of perceived environmental responsibility as a mediator

2020 ◽  
Vol 14 (5) ◽  
pp. 671-689
Author(s):  
Ruzanna Shahrin ◽  
Farzana Quoquab ◽  
Jihad Mohammad ◽  
Rossilah Jamil
Keyword(s):  
Health Beliefs ◽  
Partial Least Square ◽  
Least Square ◽  
Environmental Responsibility ◽  
Environmental Behaviour ◽  
Content Type ◽  
Self Identity ◽  
Factors Affecting ◽  
Mediating Role

Purpose This study aims to examine the direct effect of compensatory health beliefs (CHBs), environmental self-identity and perceived environmental responsibility (PER) towards consumers' pro-environmental behaviour (PEB). Moreover, this study also investigates the mediating role of PER. Design/methodology/approach Data were collected from nutricosmetics consumers in Malaysia. A questionnaire survey was carried out in three major shopping complexes in Klang Valley areas, which generated 448 completed usable responses. The partial least square technique (SmartPLS, version 3) was used to analyse the data and to test the study hypotheses. Findings The results revealed that CHBs, environmental self-identity and environmental perceived responsibility positively affect consumers’ PEB in nutricosmetics consumption. Additionally, data supported the mediating role of PER in the relationship between CHB, environmental self-identity and PEB. Practical implications It is expected that the study findings will provide significant insights to help marketers and policymakers about consumers’ nutricosmetic products consumption. It will help the marketers to plan for effective marketing strategies to produce environmentally friendly products and to serve the green consumer segment effectively. Moreover, companies attempting to launch new nutricosmetics brands may find the results helpful in understanding PEB. Originality/value This study is among the pioneers to examine consumers’ PEB of nutricosmetics products. Moreover, there is a dearth of studies that have investigated the PEB of consumers in regard to the CHBs, environmental self-identity and PER towards nutricosmetics consumption. Additionally, this study examines the mediating role of PER between “CHBs and PEB” and “environmental self-identity and PEB”, which are yet to examine in the past literature in the field.

Exploring emotional traces in families’ recollection of experiences

2020 ◽  
Vol 23 (1) ◽  
pp. 21-45
Author(s):  
Amélie Clauzel ◽  
Nathalie Guichard ◽  
Coralie Damay
Keyword(s):  
Positive Emotions ◽  
Online Reviews ◽  
Exploratory Research ◽  
Content Type ◽  
Luxury Hotels ◽  
Emotional Dimension ◽  
The Family ◽  
The One ◽  
Hotel Managers

Purpose From experiences recollections, this study aims to explore the place of emotions in the souvenir’s step of the family consumption process of luxury hotels stays. Design/methodology/approach To explore the emotional dimension, this exploratory research is based on a triple qualitative approach (software, manual and a psychology-based approach). In total, 1,055 e-reviews, following a family stay in four- and five-star hotels, were collected. Findings The findings highlight an omnipresent emotional dimension in the recollections of experiences of consumers who have travelled with their families. These emotional traces differ according to the hotel’s positioning. Overall, positive emotions are much more prominent in the most luxurious hotels, while negative emotions are more related to the four-star hotels. Moreover, the four-star hotels reviews mainly associate emotions with the tangible aspects of the offer. Those in five-star hotels are more structured through intangible aspects. Research limitations/implications The study of family decision-making dynamic, with a focus on the role of each family member, is a first perspective. That of experiences recollections apart from the digital approach is also to be considered. Practical implications On the one hand, the objective is to extend the literature about the role of emotions in a service consumption process, and especially in a family context, trying to understand the post-purchase step of these customers. On the other hand, it is interesting for hotel managers to identify to which aspects of the offer (e.g. comfort, room, catering, decoration) the emotional traces that have remained in the customers’ memory are associated. Originality/value This study considers the family unit in a new way, that of its emotional memories’ traces of luxury hotels experiences. The post-consumer stage of the purchase process based on many spontaneous online reviews analysis is investigated.

Explaining the comparative perception of e-payment: role of e-shopping value, e-payment benefits and Islamic compliance

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Karim F. Garrouch
Keyword(s):  
Design Methodology ◽  
Online Survey ◽  
Payment Systems ◽  
Content Type ◽  
Factors Affecting ◽  
Mediating Role ◽  
Online Purchases ◽  
Moderating Role ◽  
Comparative Perception

Purpose This study aims to examine three factors affecting the comparative e-payment perception, namely, perceived e-shopping value, e-payment benefits and Islamic Sharia compliance. It verifies an original model explaining the comparative perception of e-payment as a tool to pay online purchases. The newly integrated variables are the perceived compliance of the e-payment with Islamic Sharia, as a moderator, and the perceived e-shopping value, as a predictor. This investigation also tested the mediating role of e-payment benefits between perceived e-shopping value and e-payment comparative perception. Design/methodology/approach A questionnaire was distributed, via an online survey, to professional and personal networks of Master students who have spread the survey link to their social media groups. This procedure resulted in 185 valid observations. Findings Results show that the comparative perception of e-payment systems, as opposed to cash on delivery, is explained directly by e-payment benefits and indirectly by e-shopping value. The comparison of the model paths based on the perceived compliance to Islamic Sharia showed that this variable is non-significant as a moderator. Originality/value The verified model and paths of this study have not been covered yet, namely, the direct and indirect effects of e-shopping value. Thus, their verification constitutes the main originality of this article. Besides, the verification of the moderating role of compliance to Islamic sharia has not been verified in prior studies about e-payment.

The impacts of customers’ observed severity and agreement on hotel booking intentions: moderating role of webcare and mediating role of trust in negative online reviews

2016 ◽  
Vol 71 (2) ◽  
pp. 77-89 ◽  
Author(s):  
Sreejesh S. ◽  
Anusree M.R.
Keyword(s):  
Service Failure ◽  
Online Reviews ◽  
Study Data ◽  
Content Type ◽  
Perceived Trust ◽  
Negative Effect ◽  
Booking Intentions ◽  
Hotel Booking ◽  
Agreement Condition

Purpose The purpose of the paper is to examine the conditional role of webcare as a service failure recovery strategy on customers’ hotel booking intentions in presence of different levels of observed severity and review agreement. Furthermore, the study also examines the mechanism through which webcare can shape the adverse effect of observed severity and review agreement on hotel booking intentions. Design/methodology/approach A 2 (severity: high or low) × 2 (agreement: high or low) × 2 (webcare: webcare or no webcare) between-subject experimental design was conducted to collect responses. Analyses of variance and moderated mediation analysis were performed to analyze the study data. Findings Prospective customers who observed high severe service failure from a review reported less booking intention. Further, customers’ observed agreement strengthened these behaviors, i.e. customers who are exposed to high severe service failure in high-agreement condition reported low booking intention, as compared to those who exposed to low review agreement condition. Furthermore, results supported the fact that use of appropriate webcare plays a significant role to shape or mitigate the negative effect of severity and agreement on hotel booking intentions via perceived trust. Originality/value This is the first in its stream of studies that examined how webcare can be used to tackle the adverse effects of observed severity and agreement, so that perceived trust would be formed to create hotel booking intention.

Impact of organizational mistreatment on employee performance in the hotel industry

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Aisha Sarwar ◽  
Lakhi Muhammad
Keyword(s):  
Employee Performance ◽  
Hotel Industry ◽  
Time Interval ◽  
Valuable Insight ◽  
Content Type ◽  
Mediating Role ◽  
Effective Strategies ◽  
Hotel Managers ◽  
Moderating Role

Purpose The purpose of this paper is to investigate the factors that can hinder employee performance. Thereof, this study also investigates the mediating role of perceived incivility and the moderating role of psychological capital (PsyCap) to address “why” and “when” employee performance is undermined. Design/methodology/approach Data from 485 employees of hotel industry were gathered in two-time intervals (T1 and T2) by conducting a survey. The time interval gap between Time 1 and Time 2 was 15 days. The data of the respondents were analyzed by using Smart PLS3. Findings The results revealed that injustice perceptions led to perceived incivility, while organizational dehumanization and perceived incivility decreased employee performance. Perceived incivility mediated the relationship between interactional injustice and employee performance. Moreover, PsyCap played the moderating role in curbing the effect of stressor. Practical implications This study offers hotel managers a valuable insight to formulate effective strategies that can enhance performance and PsyCap amongst their employees, aside from minimizing stressors within the context of hotel industry. Originality/value This research contributes to literature by focusing on factors that can undermine employee performance. The study outcomes have essential implications for students, researchers and practitioners. The valuable insights facilitate researchers to focus on factors that lead to deterioration of employee performance, instead of investigating the often-sought employee performance increment factors. This study aids fresh research endeavor by establishing a new avenue for investigation. Hotel managers may find this study insightful to minimize adverse stressors that could deteriorate employee performance.

scholarly journals Antecedents and consequences of self-congruity: replication and extension

2019 ◽  
Vol 36 (1) ◽  
pp. 102-112 ◽  
Author(s):  
Eugene Cheng-Xi Aw ◽  
Leisa Reinecke Flynn ◽  
Han Xi Chong
Keyword(s):  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
Revisit Intention ◽  
Antecedents And Consequences

PurposeThe purpose of this study is to propose and empirically test a framework encompassing self-congruity with its antecedents and consequences. This study also aims to test the mediating role of perceived value and its dimensions.Design/methodology/approachA questionnaire-based survey was conducted using a purposive sampling technique. In total, 310 useable responses were collected and data were analyzed using partial least square structural equation modeling.FindingsA majority of hypotheses were supported. Avoidance of similarity and status consumption positively influenced self-congruity, replicating an earlier study. Self-congruity positively influenced overall perceived value and its dimensions, as well as revisit intention. Overall perceived value and its dimensions positively influenced revisit intention. Finally, overall perceived value and its dimensions were found to have a mediating effect on the relationship between self-congruity and revisit intention.Originality/valueThis study provides empirical evidence for the antecedents and consequences of self-congruity with a service and expands understanding of the mediating role of overall perceived value and its dimensions in predicting intention.

The effect of management response similarity on online hotel booking

2019 ◽  
Vol 31 (7) ◽  
pp. 2739-2758 ◽  
Author(s):  
Zili Zhang ◽  
Hengyun Li ◽  
Fang Meng ◽  
Yuanshuo Li
Keyword(s):  
New York ◽  
Secondary Data ◽  
Online Reviews ◽  
Hotel Management ◽  
Initial Attempt ◽  
Content Type ◽  
Hotel Managers ◽  
Hotel Booking ◽  
First Time ◽  
Practical Implications

Purpose This paper aims to examine the influences of the number of hotel management responses and especially the textual similarity in hotel management responses to online reviews on hotel online booking. Design/methodology/approach This study used the data from 437 hotels in New York City on Expedia. The data specifically include online reviews, management responses and real-time number of online hotel bookings, which were merged to create one dataset for this study. To calculate the management response similarity, three widely recognized text mining functions of calculating textual similarity were adopted in this model. Fixed-effect panel data model was then used to examine the influence of management response to consumer online reviews on online hotel booking volume. Findings The empirical results demonstrate that the number of management responses to consumer online reviews does not significantly affect hotel booking; compared to none or only one management response, or management responses with low similarity, management responses with high similarity can significantly reduce the hotel booking on Expedia. Practical implications This study suggests that the similarity of management responses influences customers’ hotel booking, and hotel managers should avoid providing too similar management responses. Originality/value First, this study, for the first time, proposes the concept of management response similarity and its measurement methods. Second, this study takes an initial attempt to empirically test the influence of response similarity on hotel booking by using secondary data online.

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