The Antecedents of Consumer-Generated Media Adoption for Travel Planning: A Literature Review

Web 2.0 provides different platforms through which tourists can share text, photos and videos of their travel experiences. Consumer-generated media (CGM) are considered honest and are thus trusted more than marketer-generated content. Different factors account for why tourists adopt CGM. This study aims to review extant studies on CGM to identify the antecedents of CGM adoption for travel planning and the theories, models and frameworks used in these studies; it also seeks to analyze the strengths of these antecedents in predicting the adoption of CGM for travel planning. A total of 54 studies from 2005-2016 were found. The study found that distinct and heterogeneous theories and frameworks were used with 61 different antecedents to predict intentions. The technology acceptance model (TAM) was the most commonly used model. Trust predicted attitude more than the other antecedents. Implications and research directions are suggested

Insights into online reviews of hotel service attributes: A cross-national study of selected countries in Africa

Online travel reviews are paramount to trip planning because they help consumers’ form images of destinations. Despite ample studies on hotel service attributes, knowledge is scarce regarding culturally nuanced attributes, including security perceptions. This study examines consumers’ perceptions of service attributes and security/safety concerns of hotels in Africa. Data were extracted from three hotel categories (3, 4, and 5-stars), which were based on TripAdvisor rankings from Egypt, Ghana, Kenya, Nigeria, and South Africa. A hybrid analysis revealed that hotel service attributes and security/safety are cardinal evaluation criteria for visitors to Africa. Additionally, our study reveals that most negative reviews were from 5-star hotels and Egypt received more positive reviews in all the service attributes than other countries

Building Resilient Smart Cities for Sustainable Urban Tourism in Africa Post-COVID-19 Pandemic

This paper contributes to the knowledge by examining the role of smart tourism technologies in destination resilience amidst the COVID-19 pandemic. Considering tourism in the COVID-19 crisis as an emerging stream of research, the study also explores how African cities deployed smart tourism technologies and how effective it has been in creating resilient and safe destinations. Data were collected through a semi-structured online interview from destination managers in Ghana, Kenya, and South Africa. The findings pose critical lessons for city destinations and how they need to transition into smartness to create safe spaces for travellers during and post-COVID-19. Our study makes novel contributions to literature and practice. Theoretically, our study fills the void identified in the relationship between STTs and COVID-19. Our study also offers practical recommendations that will accelerate African destination reset strategies

Examining consumer-brand relationships in the UK energy sector: A social media perspective

With social media transforming how customers interact with brands, this study explores the consumer –brand relationship in UK energy sector which has a reputation for lack of trust by customers. Using user-generated contents on Facebook pages of the ‘big six’ UK energy companies, the study qualitatively operationalised and applied three consumer-brand relationships construct, exploring the interplay between the brands and the consumer. Findings revealed various indications of brand trust, satisfaction and affiliation but overall customers are not satisfied with their relationship with energy companies, they want to know there is a brand on their side, who takes an interest in their complaints and is willing to help them out. There were forms of engagement and a sense of attachment through brand icons and winning prizes through competition. The consumers found social media a more accessible, cheaper, faster means of communicating, they often offer compliments, complain or requests for assistance. The study extends understanding of energy brands and consumer relationships and advances knowledge on the emerging research approach of thematic analysis; by extracting and analysing consumer comments on social media

Customer value framework and recommendation intention: the moderating role of customer characteristics in an online travel community

The aim of this study was to develop and test a model that examined the interactions among the customer value framework, recommendation intention and customer characteristics in an online travel community (OTC). Data were obtained using Amazon Mechanical Turk from 251 members of an OTC as a sample. The partial least squares method was used to analyse the data. We found that all the variables of the customer value framework, including functional value, hedonic value and social value, were positively related to recommendation intention. In addition, using multi-group analyses, the study found differences between how different customer segments perceive each of the value dimensions and their effect on recommendation intention. Theoretical and managerial implications are offered

Application of information and communication technology for internationalization of Nigerian small‐ and medium‐sized enterprises

Information and communication technology (ICT) has fundamentally transformed business transactions. While its uses have become ubiquitous in the advanced economies, emerging and developing economies are still struggling with the mode and manner of the deployment of ICT for business. Thus, this study seeks to investigate how small‐ and medium‐sized enterprises (SMEs) utilize ICT in Nigeria for business internationalization. To achieve the goal of the study, a mixed‐method was employed. A questionnaire was administered to 265 people consisting of SMEs staff, managers, and owners. Similarly, interviews were conducted with seven SME decision makers. Findings revealed that Nigerian SMEs used ICT tools, such as websites and social media platforms, for internationalization. The findings also revealed that the challenges of ICT did not affect its application by these SMEs, which contrasts with many previous studies. Furthermore, this study identified privacy concerns, internet problems, cyber insecurity, trust, and system anxiety as new challenges facing the application of ICT tools by SMEs. Similarly, the findings showed that lack of ICT competence and strategic focus of ICT applications are internal problems facing Nigerian SMEs. These findings provide insight for practitioners and academia on the internationalization of Nigeria SMEs and the application of ICT to promote business growth.</p

Service Design for Enhancing Customer Experience and Sustainable Food Service: The case of Jyväskylän Palvelualan Opisto

The purpose of the project was to explore ways of improving Jyväskylän Palvelualan Opisto (Jyväskylä College of Services) could enhance students’ experience through the application of different service design tools. The project also sought to design a food service ecosystem and design a prototypic mobile application platform to enhance a seamless experience for students and food service customers. Most successful firms and institutions are always top on the customer experience chart. Customer experience drives satisfaction and loyalty. The double diamond was used as a design tool. The study also used both quantitative and qualitative data collection methods. Specifically, three focus group sessions were held. These focus group sessions were held face-to-face. Additionally, three face-to-face interviews were also held. Among the service design tools, stakeholder mapping, personas, business model canvas, affinity diagram, customer journey map and service blueprint. The study found that majority of the students are of immigrant background, therefore significantly struggle with the Finnish language skills. Additionally, the students desire a collaborative platform which could help their integration into the socio-cultural systems in Finland. Thus, the project recommends the introduction of social activities. Finally, Jyvaskylan Palvelualan Opisto should also consider computer/ICT skills classes for the students. The reason for this is fully explained in the text

Influence of Social Media on Corporate Heritage Tourism Brand

Heritage tourism is an established research canon. However, corporate heritage tourism is an emerging research stream that integrates the heritage tourism canon and corporate brand attributes. This study, utilising a conceptual approach and proposing a conceptual model, explicates the role of social media (marketer and consumer-generated media) in fostering a sense of community among the corporate heritage tourism brand adherents and visit intention among members of the community. In addition, this study incorporates social identity theory to dilate group dynamics and to foster strong feelings and sense of identity among its community.peerReviewe

The Impact of Relationship Marketing on Customer Loyalty: A Case Study of Nigerian Mobile Telecommunications Sector

The purpose this study is to investigate the impact of relationship marketing on customer loyalty in the Nigeria mobile telecommunications sector. The study investigated how the interaction between RM tactics (service quality and value offers) and RM quality (customer satisfaction and trust) impact on customer loyalty. Convenience and snowball sampling techniques were used. The questionnaire was formed by adopting exiting constructs in relevant literature. The research sample consisted of phone users in Port Harcourt. Reliability tests, Pearson’s correlation, multiple regression, independent samples T-tests and one-way ANOVA were used. The results show that women perceive these variables differently from men as they were seen to have higher perception in all the variables. Service quality and value offers were seen to have positive influence on satisfaction and trust. Similarly, satisfaction and trust were also seen to have influence on customer loyalty. While service quality has stronger influence on trust, value offers has stronger influence on satisfaction. Between trust and satisfaction, trust was seen to have stronger influence on customer loyalty. One-way ANOVA results show that large subscriber base does not determine trust and loyalty. The study’s limitation is that the variables were few in number. A study comprising more of the variables is recommended. The study is important because the findings reveal how Nigeria GSM service providers can apply these variables to achieve loyalty

What drives travelers' adoption of user-generated content? : A literature review

User-generated content (UGC) has become an important part of travel planning, as travelers evaluate travel products based on past reviews. However, different factors account for why tourists utilize UGC. The aim of this study is to review extant studies on UGC to identify the antecedents of UGC utilization for travel planning and the theories, models, and frameworks used in these studies. A total of 54 studies from 2005 to 2016 were found. This study found that UGC adoption is determined by attributes relating to the user, the source, the content, and response variables. It also found distinct and heterogeneous theories and frameworks mainly drawn from the information systems, socio-psychology, and management disciplines. Among the antecedents, the average path coefficients of the extracted relationships show that trust predicted attitude more than the other variables. Implications and future research directions are provided.peerReviewe