Capturing and analyzing e-WOM for travel products: a method based on sentiment analysis and stochastic dominance

Kybernetes ◽  
2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yong-Hai Li ◽  
Jin Zheng ◽  
Shan-Tao Yue ◽  
Zhi-Ping Fan
Keyword(s):  
Sentiment Analysis ◽  
Stochastic Dominance ◽  
Design Methodology ◽  
Word Of Mouth ◽  
Service Providers ◽  
Research Problem ◽  
Online Review ◽  
Purchase Decisions ◽  
Content Type ◽  
The Matrix

PurposeIn recent years, electronic word-of-mouth (e-WOM) concerning travel products reflected in online review information has become an important reference for tourists to make their product purchase decisions, while for travel service providers (TSPs), monitoring and improving the e-WOM of their travel products is always an important task. Therefore, based on the online review information, how to capture e-WOM of travel products and find out specific ways to improve the e-WOM is a noteworthy research problem. The purpose of this paper is to develop a method for capturing and analyzing e-WOM toward travel products based on sentiment analysis and stochastic dominance.Design/methodology/approachSpecifically, online review information of travel products is first crawled and preprocessed. Second, sentiment strengths of online review information toward travel products concerning each feature are judged. Then, the matrix of structured online review information toward travel products is formed. Further, the matrix of e-WOM comparisons between any two travel products is constructed, and e-WOM ranking concerning each travel product is determined. Finally, trade-off chart models are constructed to conduct the e-WOM improvement analyses concerning the travel products.FindingsAn empirical study based on the online review information toward six travel products crawled from the Tuniu.com website is given to illustrate the use of the proposed method.Originality/valueThe proposed method can not only realize the real-time e-WOM monitoring to travel products but also be useful for TSPs to improve the e-WOM of their travel products.

You absolutely (don’t) need this!examining differences on customer engagement components for (anti)haul youtubers’ videos

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nieves García-de-Frutos ◽  
Antonia Estrella-Ramón
Keyword(s):  
Social Media ◽  
Significant Role ◽  
Design Methodology ◽  
Word Of Mouth ◽  
Emotional Content ◽  
Previous Literature ◽  
Theory And Practice ◽  
Customer Engagement ◽  
Purchase Decisions ◽  
Content Type

Purpose This study aims to focus on the content published by social media influencers – i.e. YouTubers – on their YouTube channels. The main purpose of this research is to analyse whether anti-consumption-framed content (anti-hauls) generates more views, more dislikes (and less dislikes) and more comments, as customer engagement components, than pro-consumption-framed content (hauls). Design/methodology/approach Based on 160 videos published on YouTube by 80 influencers on their respective channels, this study mainly analyses whether there are differences between anti-consumption and pro-consumption content in the various elements that constitute customer engagement (i.e. number of views, likes, dislikes and comments). Findings Results indicate that there are differences between anti-consumption and pro-consumption content in terms of total number of views, likes, dislikes and comments. All these customer engagement components are higher for anti-consumption-framed videos, which offers interesting implications for both theory and practice. Originality/value This study extends previous literature by accounting content published by social media influencers on their social media accounts, instead of analysing the most traditionally studied content that is published by brands on their own social media; and classifying this content as anti/pro-consumption rather than using the traditional dichotomy between transactional/emotional content. Brands should pay special attention to the content generated by social media influencers because it is a powerful form of electronic word-of-mouth that currently plays a significant role in customers’ (non)purchase decisions.

scholarly journals Average scores integration in official star rating scheme

2019 ◽  
Vol 10 (3) ◽  
pp. 339-350 ◽  
Author(s):  
Juan Pedro Mellinas ◽  
Sofia Reino
Keyword(s):  
Decision Making ◽  
Design Methodology ◽  
Word Of Mouth ◽  
Rating Scales ◽  
Online Review ◽  
Content Type ◽  
Star Rating ◽  
Research Gap ◽  
Online Sources ◽  
Rating Scheme

Purpose Evidence suggests that electronic word-of-mouth (eWOM) plays a highly influential role in decision-making when booking hotel rooms. The number of online sources where consumers can obtain information on hotel ratings provided has grown exponentially. Hence, a number of companies have developed average scores to summarize this information and to make it more easily available to consumers. Furthermore, official star rating schemes are starting to provide these commercially developed average scores to complement the information their schemes offer. The purpose of this paper is to examine the robustness of these systems. Design/methodology/approach Average scores from different systems, and the scores provided by one rating site were collected for 200 hotels and compared. Findings Findings suggested important differences in the ratings and assigned descriptive word across websites. Research limitations/implications The results imply that the application of average scores by official organizations is not legitimate and identifies a research gap in the area of consumer and star rating standardization. Originality/value The paper is of value to the industry and academia related to the examination of rating scales adopted by major online review tourism providers. Evidence of malpractice has been identified and the adoption of this type of scales by official star rating schemes is questioned.

scholarly journals Parents' burdens of service for children with ASD – implications for service providers

2020 ◽  
Vol 31 (5) ◽  
pp. 1015-1039
Author(s):  
Anu Helkkula ◽  
Alexander John Buoye ◽  
Hyeyoon Choi ◽  
Min Kyung Lee ◽  
Stephanie Q. Liu ◽  
...  
Keyword(s):  
Sentiment Analysis ◽  
Healthcare Service ◽  
Design Methodology ◽  
Service Providers ◽  
Term Care ◽  
Content Type ◽  
Children With Asd ◽  
Insight Into ◽  
Integrated Service

PurposeThe purpose of this investigation is to gain insight into parents' perceptions of benefits vs burdens (value) of educational and healthcare service received for their child with ASD. Parents are the main integrators of long-term educational and healthcare service for their child with ASD.Design/methodology/approachDesign/methodology/approach included (1) a sentiment analysis of discussion forum posts from an autism message board using a rule-based sentiment analysis tool that is specifically attuned to sentiments expressed in social media and (2) a qualitative content analysis of one-on-one interviews with parents of children diagnosed with ASD, complemented with interviews with experienced educators and clinicians.FindingsFindings reveal the link between customized service integration and long-term benefits. Both parents and service providers emphasize the need to integrate healthcare and educational service to create holistic long-term care for a child with ASD. Parents highlight the benefits of varied services, but availability or cost are burdens if the service is not publicly provided, or covered by insurance. Service providers' lack of experience with ASD and people's ignorance of the challenges of ASD are burdens.Practical implicationsEnsuring health outcomes for a child with ASD requires an integrated service system and long-term, customer-centric service process because the scope of service covers the child's entire childhood. Customized educational and healthcare service must be allocated and budgeted early in order to reach the goal of a satisfactory service output for each child.Originality/valueThis is the first service research to focus on parents' challenges with obtaining services for their child with ASD. This paper provides service researchers and managers insight into parents' perceptions of educational and healthcare service value (i.e. benefits vs. burdens) received for their child with ASD. These insights into customer-centric perceptions of value may be useful to research and may help service providers to innovate and provide integrated service directly to parents, or indirectly to service providers, who serve children with ASD.

Fatigue behavior of precipitation strengthened Cu–Ni–Si alloy modified by Cr and Zr addition

2020 ◽  
Vol 11 (6) ◽  
pp. 861-873
Author(s):  
Ş. Hakan Atapek ◽  
Spiros Pantelakis ◽  
Şeyda Polat ◽  
Apostolos Chamos ◽  
Gülşah Aktaş Çelik
Keyword(s):  
Design Methodology ◽  
Fatigue Behavior ◽  
Fatigue Tests ◽  
Lower Stress ◽  
Content Type ◽  
Hardened Alloy ◽  
Zr Addition ◽  
Nucleation Sites ◽  
The Matrix ◽  
Lower Stress Level

Purpose The purpose of this paper is to investigate the fatigue behavior of precipitation-strengthened Cu‒2.55Ni‒0.55Si alloy, modified by the addition of 0.25 Cr and 0.25 Zr (wt%), using mechanical and fractographical studies to reveal the effect of microstructural features on the fracture. Design/methodology/approach For strengthening, cast and hot forged alloy was subjected to solution annealing at 900°C for 60 min, followed by quenching in water and then aging at 490°C for 180 min. Precipitation-hardened alloy was exposed to fatigue tests at R=−1 and different stress levels. All fracture surfaces were examined within the frame of fractographical analysis. Findings Fine Ni-rich silicides responsible for the precipitation strengthening were observed within the matrix and their interactions with the dislocations at lower stress level resulted in localized shearing and fine striations. Although, by the addition of Cr and Zr, the matrix consisted of hard Ni, Zr-rich and Cr-rich silicides, these precipitates adversely affected the fatigue behavior acting as nucleation sites for cracks. Originality/value These findings contribute to the present knowledge by revealing the effect of microstructural features on the mechanical behavior of precipitation-hardened Cu‒Ni‒Si alloy modified by Cr and Zr addition.

Exploring lack of closure as a brand transgression

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jacqueline Burgess ◽  
Christian Jones
Keyword(s):  
Brand Equity ◽  
Thematic Analysis ◽  
Design Methodology ◽  
Word Of Mouth ◽  
Brand Management ◽  
Negative Word ◽  
Television Series ◽  
Content Type ◽  
Brand Transgression ◽  
Practical Implications

Purpose This study aims to contribute to research into narrative brands by investigating if the lack of closure in the ambiguous season two’s ending of the Australian television series, Wanted, constituted a brand transgression. Design/methodology/approach Comments on posts about Wanted from social media accounts associated with the series were downloaded and analysed using thematic analysis informed by non-participatory netnography. Findings Audiences found the ambiguous ending of Wanted season two disappointing and it did not fulfil implied promises and their expectations, which fits the description of a brand transgression, and so they engaged in behaviours indicative of a brand transgression such as spreading negative word of mouth online. The ambiguous ending could have been a cliff-hanger to lead into a third season that was not guaranteed when the final episode aired, or the ending for the entire series. Although a third season was eventually made and positively received by audiences, viewer numbers declined by nearly a third, illustrating the importance of brand management for narrative brands. Practical implications This research has implications for the creators of television series, particularly if they do not know if it will be renewed. Not providing audiences with their expected closure can constitute a brand transgression and damage the narrative brand’s residual brand equity and potential earnings from streaming or a revival at a later date. Originality/value Prior research has focused on audiences’ responses to definitive endings, rather than ambiguous endings, which is the focus of this research. Furthermore, narrative brands are still an under-researched context.

When service providers fail: outsourcing help and consumer attitudes

2018 ◽  
Vol 39 (5) ◽  
pp. 22-30
Author(s):  
Aaron Gazley ◽  
Hamish Simmonds
Keyword(s):  
Design Methodology ◽  
Service Providers ◽  
Home Country ◽  
Service Failure ◽  
Service Recovery ◽  
Content Type ◽  
Consumer Ethnocentrism ◽  
The Impact ◽  
Practical Implications ◽  
Delivery Channel

Purpose The purpose of this paper is to investigate the effect of outsourcing and offshoring on brand loyalty in a service recovery context. In addition, the effect that consumer ethnocentrism has on these relationships is examined. Design/methodology/approach An experiment was designed using a series of service recovery scenarios that manipulated whether the recovery effort was conducted by an in-house/outsourced or local/offshored party. Findings The study shows that while outsourcing service recovery within the home country has no effect on loyalty, outsourcing to an offshore location does. In addition, the effect of offshoring of loyalty is greater for consumers who hold ethnocentric tendencies. Practical implications This research suggests the need to consider the delivery channel of service recovery to recover a service failure and retain customer loyalty. The results show that outsourcing within a local country may be effective, but the risks associated with offshoring are much greater. Originality/value Despite previous attempts to understand outsourcing and offshoring in a range of service scenarios, their role in service recovery is not well understood. Similarly, the impact that ethnocentrism might have on this process is overlooked. This paper therefore responds to calls within business theory, practice and consults for further study in this under-researched area.

Service quality function deployment by the C-shaped QFD 3D matrix

2018 ◽  
Vol 25 (9) ◽  
pp. 3386-3405 ◽  
Author(s):  
Maryam Hassani ◽  
Arash Shahin ◽  
Manouchehr Kheradmandnia
Keyword(s):  
Quality Function Deployment ◽  
Design Methodology ◽  
Three Dimensional ◽  
Two Dimensional ◽  
Customer Requirements ◽  
Content Type ◽  
Process Characteristics ◽  
The Matrix ◽  
3D Matrix ◽  
Simultaneous Comparison

Purpose The purpose of this paper is to examine the application of C-shaped QFD 3D Matrix in comparing process characteristics (PC), performance aspects (PA) and customer requirements, simultaneously and to prioritize the first two sets, respectively. Design/methodology/approach A three dimensional matrix has been developed with three sets of PC, PA and customers’ requirements and C-shaped matrix has been applied for simultaneous comparison of the dimensions and prioritization of the subsets of PC and PA. The proposed approach has been examined in a post bank. Findings Findings confirm the possibility of simultaneous comparison and prioritization of the three sets of dimensions of this study in post bank services. In addition, “growth and learning” and “bilateral relationship with suppliers” had the first priorities among PA and PC, respectively. Research limitations/implications While the proposed approach has many advantages, filling the matrixes is time-consuming. Since illustrating the 3D matrix was not possible, the matrix was separated into five two-dimensional matrixes. Originality/value Compared to the studied literature, the proposed approach is practically new in the post bank services.

Relationality in the service logic of value creation

2015 ◽  
Vol 29 (6/7) ◽  
pp. 463-471 ◽  
Author(s):  
Mary FitzPatrick ◽  
Richard J. Varey ◽  
Christian Grönroos ◽  
Janet Davey
Keyword(s):  
Value Creation ◽  
Design Methodology ◽  
Service Providers ◽  
Direct Interaction ◽  
Content Type ◽  
The Social ◽  
Service Logic ◽  
Relational Concepts ◽  
Practical Analysis ◽  
Philosophical Understanding

Purpose – The purpose of this paper is to present a framework – the Relationality Framework – for elaborating relational behaviour, in response to calls to address the ontological weaknesses identified in the extant value and value creation literature. Design/methodology/approach – The social philosophical understanding of interaction as an organic mode of social organisation, upon which the Relationality Framework is based, supersedes the economistic (mechanistic) understanding of interaction as a means of connecting otherwise independent actors. In foregrounding the relationality of interaction, the authors are inspired by Grönroos and Voima’s (2013) conceptualisation of spheres of value generation to conceptualise the intersubjective dynamics and domains invoked in direct interaction. Findings – The Relationality Framework identifies distinct relational concepts that build on service logic’s specificity and conceptualisation at the level of direct interactions between service providers and customers. In particular, this paper develops the concept of “relationality” using the three domains in any interaction of I, Other and We. Originality/value – The Relationality Framework provides sound conceptual support for extending the theoretical and practical analysis of the value creation processes of the customer and of the firm and for the purposeful management of relationships to enhance value creation by both.

How to motivate opinion leaders to spread e-WoM on social media: monetary vs non-monetary incentives

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Manuela López ◽  
Maria Sicilia ◽  
Peeter W.J. Verlegh
Keyword(s):  
Social Media ◽  
Experimental Design ◽  
Design Methodology ◽  
Word Of Mouth ◽  
Negative Impact ◽  
Monetary Incentive ◽  
Opinion Leaders ◽  
Monetary Incentives ◽  
Content Type ◽  
Source Of Information

PurposeOpinion leaders are increasingly important as a source of information, with consumers judging them to be more credible than other media and more influential than other consumers. Thus, companies have an interest in engaging opinion leaders to post about products and brands, and the authors analyse different incentives for encouraging them to spread the word on social media (via electronic word-of-mouth [e-WoM]).Design/methodology/approachA 2 × 3 between-subjects experimental design was developed in which 359 technological opinion leaders (bloggers) participated. The authors manipulated the monetary incentive (money vs no money) and non-monetary incentives (information only vs return product vs keep product) offered in exchange for a brand post.FindingsVarious techniques for approaching opinion leaders are effective, but to differing degrees. Providing a product free of charge increases the likelihood that opinion leaders will post about it, and the highest intention to post is observed when they are allowed to keep the product. In contrast, giving money to opinion leaders could have an indirect negative impact on their intention to post through the expected negative reaction of followers.Originality/valueIt remains unclear how opinion leaders can best be encouraged to spread e-WoM, as incentives used for consumers may work differently for opinion leaders, who have followers that they want to maintain. The main contribution of this paper lies in its explanation of why opinion leaders react differently to monetary versus non-monetary incentives.

Somewhat pushy but effective: the role of value-laden social media digital content marketing (VSM-DCM) for search and experience products

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ernest Emeka Izogo ◽  
Mercy Mpinganjira
Keyword(s):  
Social Media ◽  
Design Methodology ◽  
Word Of Mouth ◽  
Brand Attitude ◽  
Product Type ◽  
Digital Content ◽  
Content Type ◽  
Subject Design ◽  
Content Marketing

PurposeMarketer-generated value-laden social media digital content marketing (VSM-DCM) relates to content that is neither too “pushy” nor too “pully.” On the foundation of media engagement, motivation- and attitude-based theories, this study rationalizes and investigates the mechanism that underlies the effect of VSM-DCM on electronic word-of-mouth (eWOM) intention.Design/methodology/approachThe authors devised a 2 (product type: search vs. experience) × 3 (VSM-DCM: utilitarian vs. hedonic vs. utilitarian + hedonic) between-subject design (N = 360) after three pre-tests (N = 223).FindingsThe authors show that VSM-DCM formats are effective in enhancing brand attitude and eWOM intention for different products. Specifically, market-generated VSM-DCM that simultaneously embeds utilitarian and hedonic values is the most effective for optimizing brand attitude and eWOM intention in both search and experience product contexts. The effect of VSM-DCM formats on eWOM intention is mediated by brand attitude, while product type (search vs. experience) moderates this indirect effect.Originality/valueThis paper breaks new ground by highlighting the relevance of marketer-generated VSM-DCM in the DCM context and by illustrating the mechanism through which it leads to consumers’ intention to engage in eWOM. In so doing, it contributes to the debate on DCM implementation and the contextual factors that moderate the optimization of DCM outcomes.

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