THE IDENTIFICATION OF NOTEWORTHY HOTEL REVIEWS FOR HOTEL MANAGEMENT

The rapid emergence of user-generated content (UGC) inspires knowledge sharing among Internet users. A good example is the well-known travel site TripAdvisor.com, which enables users to share their experiences and express their opinions on attractions, accommodations, restaurants, etc. The UGC about travel provide precious information to the users as well as staff in travel industry. In particular, how to identify reviews that are noteworthy for hotel management is critical to the success of hotels in the competitive travel industry. We have employed two hotel managers to conduct an examination on Taiwan’s hotel reviews in Tripadvisor.com and found that noteworthy reviews can be characterized by their content features, sentiments, and review qualities. Through the experiments using tripadvisor.com data, we find that all three types of features are important in identifying noteworthy hotel reviews. Specifically, content features are shown to have the most impact, followed by sentiments and review qualities. With respect to the various methods for representing content features, LDA method achieves comparable performance to TF-IDF method with higher recall and much fewer features

Destination image analytics through traveller-generated content

The explosion of content generated by users, in parallel with the spectacular growth of social media and the proliferation of mobile devices, is causing a paradigm shift in research. Surveys or interviews are no longer necessary to obtain users' opinions, because researchers can get this information freely on social media. In the field of tourism, online travel reviews (OTRs) hosted on travel-related websites stand out. The objective of this article is to demonstrate the usefulness of OTRs to analyse the image of a tourist destination. For this, a theoretical and methodological framework is defined, as well as metrics that allow for measuring different aspects (designative, appraisive and prescriptive) of the tourist image. The model is applied to the region of Attica (Greece) through a random sample of 300,000 TripAdvisor OTRs about attractions, activities, restaurants and hotels written in English between 2013 and 2018. The results show trends, preferences, assessments, and opinions from the demand side, which can be useful for destination managers in optimising the distribution of available resources and promoting sustainability

Skills, organisational performance and economic activity in the hospitality industry : a literature review

This monograph aims to understand the pressures which push organisations to adopt particular routes to competitive advantage. The monograph aims to discover if the best practice high skill, high wage and high quality route is used in the hospitality industry. It seeks to determine the influence of companies' product market strategies and their in-company and external structural factors on skills levels, work organisation, job design and people management systems. The monograph looked at the notion of best practice approaches and then moved on to consider the best way to carry forward the future research agenda of reviewing the nature of human resource management (HRM) in the hospitality sector. Conclusions were drawn from a range of interviews and from existing work which has sought to address the issue of HRM in the hospitality sector

Special Libraries, December 1946

Volume 37, Issue 10https://scholarworks.sjsu.edu/sla_sl_1946/1009/thumbnail.jp

Hotel Selection Criteria of Solo Traveling Females

Consumers use online e-reviews as a popular tool for information and obtaining guidance. E-reviews have therefore become an important barometer in conducting product evaluations, and more importantly, to make purchasing decisions. This includes decisions about hotel selection. For hospitality industry marketers, the information in e-reviews is particularly important in translating and understanding consumer-specific needs. The current study brings valuable awareness to the limited academic research into hotel selection criteria among solo-traveling females. TripAdvisor's top 25 list of cost-efficient hotels worldwide received 345 total consumer reviews. Noteworthy findings of the current study show unique selection criteria considered important to the solo traveling female including a hotel-provided cell phone programmed with emergency local contact information, and a nearby or on-premise automated teller machine. Study results also indicate that stewardship service, such as intimate and personalized hotel staff who "go the extra mile" is an important selection criterion. Also discussed are research limitations and implications

Special Libraries, December 1946

Volume 37, Issue 10https://scholarworks.sjsu.edu/sla_sl_1946/1009/thumbnail.jp

Cultural heritage appraisal by visitors to global cities: the use of social media and urban analytics in urban buzz research

An attractive cultural heritage is an important magnet for visitors to many cities nowadays. The present paper aims to trace the constituents of the destination attractiveness of 40 global cities from the perspective of historical-cultural amenities, based on a merger of extensive systematic databases on these cities. The concept of cultural heritage buzz is introduced to highlight: (i) the importance of a varied collection of urban cultural amenities; (ii) the influence of urban cultural magnetism on foreign visitors, residents and artists; and (iii) the appreciation for a large set of local historical-cultural amenities by travelers collected from a systematic big data set (emerging from the global TripAdvisor platform). A multivariate and econometric analysis is undertaken to validate and test the quantitative picture of the above conceptual framework, with a view to assess the significance of historical-cultural assets and socio-cultural diversity in large urban agglomerations in the world as attraction factors for visitors. The results confirm our proposition on the significance of urban cultural heritage as a gravity factor for destination choices in international tourism in relation to a high appreciation for historical-cultural amenities.info:eu-repo/semantics/publishedVersio

eWOM & Referrals in Social Network Services

If a few decades ago the development of the Internet was instrumental in the interconnection between markets, nowadays the services provided by Web 2.0, such as social network sites (SNS) are the cutting edge. A proof of this trend is the exponential growth of social network users. The main objective of this work is to explore the mechanisms that promote the transmission and reception (WOM and referrals) of online opinions, in the context of the SNS, by buyers of travel services. The research includes some research lines: technology acceptance model (TAM), Social Identification Theory and Word-of-Mouth communication in virtual environment (eWOM). Based on these theories an explicative model has been proposed applying SEM analysis to a sample of SNS users’ of tourist service buyers. The results support the majority of the hypotheses and some relevant practical and theoretical implications have been pointed out for tourist managers

Satisfação do cliente em relação aos serviços hoteleiros: uma revisão sistemática e uma agenda de pesquisa

In the highly competitive world, the hotel industry's success depends on the quality of services they provide, which gives wow feelings and high customer satisfaction. Many researchers have tried to assess customer satisfaction towards hotel services by proposing different models. Hence, the present study attempts to identify the influencing factors for determining customer satisfaction towards hotel services by conducting a systematic literature review. During the search process, 457 articles were obtained from the Web of Science database, and after filtration, 91 articles were used for further analysis. The result revealed that the top six influential factors affecting customer satisfaction towards hotel services are empathy, assurance, reliability, responsiveness, tangibility, and green practices. If customers are satisfied, they will be motivated to revisit, spread positive word of mouth, and build loyalty. Moreover, the results identified that the USA, Malaysia, and China are the leading countries in this field. This study provides an extensive literature review, which otherwise is an unexplored area so far, which offers valuable insight for the hotel service providers to improve their services and also to the researchers and academicians to develop and propose new theories.En un mundo altamente competitivo, el éxito de la industria hotelera depende de la calidad de los servicios que brinda, lo que genera sensaciones asombrosas y una alta satisfacción del cliente. Muchos investigadores han intentado evaluar la satisfacción del cliente hacia los servicios hoteleros proponiendo diferentes modelos. Por lo tanto, el presente estudio intenta identificar los factores que influyen en la determinación de la satisfacción del cliente hacia los servicios hoteleros mediante la realización de una revisión sistemática de la literatura. Durante el proceso de búsqueda, se obtuvieron 457 artículos en la base de datos Web of Science y, después de la filtración, se utilizaron 91 artículos para un análisis posterior. El resultado reveló que los seis factores principales que influyen en la satisfacción del cliente hacia los servicios hoteleros son la empatía, la garantía, la confiabilidad, la capacidad de respuesta, la tangibilidad y las prácticas sostenibles. Si los clientes están satisfechos, se motivarán a revisitar, difundir recomendaciones positivas y construir lealtad. Además, los resultados identificaron que Estados Unidos, Malasia y China son los países líderes en este campo. Este estudio proporciona una revisión integral de la literatura, un área hasta ahora poco explorada, ofreciendo ideas valiosas para que los proveedores de servicios hoteleros mejoren sus servicios, así como para que los investigadores y académicos desarrollen y propongan nuevas teorías.Num mundo altamente competitivo, o sucesso da indústria hoteleira depende da qualidade dos serviços que presta, o que proporciona sensações surpreendentes e elevada satisfação do cliente. Muitos pesquisadores têm tentado avaliar a satisfação do cliente em relação aos serviços hoteleiros propondo diferentes modelos. Assim, o presente estudo tenta identificar os fatores que influenciam a determinação da satisfação do cliente em relação aos serviços hoteleiros, através da realização de uma revisão sistemática da literatura. Durante o processo de busca, foram obtidos 457 artigos na base de dados Web of Science e, após filtragem, 91 artigos foram utilizados para posterior análise. O resultado revelou que os seis principais fatores que influenciam a satisfação do cliente em relação aos serviços hoteleiros são empatia, garantia, confiabilidade, capacidade de resposta, tangibilidade e práticas sustentáveis. Se os clientes estiverem satisfeitos, serão motivados a revisitar, propagar recomendações positivas e construir lealdade. Além disso, os resultados identificaram que os Estados Unidos, Malásia e China são os países líderes nesse campo. Este estudo fornece uma revisão abrangente da literatura, uma área até então pouco explorada, oferecendo insights valiosos para os provedores de serviços hoteleiros melhorarem seus serviços, bem como para pesquisadores e acadêmicos desenvolverem e propor novas teorias

Drivers of Satisfaction with Chinese Hotels

Hotel reviews provide important opportunities for researching the components of hotel experiences and related guest satisfaction. The study presented in this paper explored what factors are generally mentioned in hotel reviews and if and how specific comments could be linked to overall satisfaction ratings and behavioral intentions. Chinese hotels were selected to form the context of the study as insights on experience elements and satisfaction are especially important in an emerging hospitality market. A total of 983 reviews posted by international travelers were content analyzed. Experience components mentioned in the reviews were then linked to satisfaction ratings, review sentiment and behavioral intentions expressed in the reviews. Implications for tourism experience theory, future research, and hospitality management practice are discussed