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Abstract

Although the impacts of reviews provided by reviewers with expertise are well documented, the literature lacks empirical research on how such reviews are longitudinally linked to performance indicators and whether management responses to such reviews lead to differential impacts on these...

Author(s)
Xie, K. L.; So KamFung [So, K. F. K. ]
Publisher
Sage Publications Ltd, London, UK
Citation
Journal of Hospitality & Tourism Research, 2018, 42, 8, pp 1187-1209
Abstract

Hotels are increasingly shifting their online review strategy from passive listening to proactive engagement through management responses. This study investigates the joint effects of management responses and online reviews on hotel financial performance. Based on a large unique dataset of 22,483...

Author(s)
Xie, K. L.; So KamFung [So, K. F. K. ]; Wang Wei
Publisher
Elsevier Ltd, Amsterdam, Netherlands
Citation
International Journal of Hospitality Management, 2017, 62, pp 101-110
Abstract

Purpose: This paper aims to examine the factors contributing to the helpfulness of online hotel reviews and to measure the impact of manager response on the helpfulness of online hotel reviews. Design/methodology/approach: This investigation used a linear regression model that drew upon 56,284...

Author(s)
Kwok LinChi; Xie, K. L.
Publisher
Emerald Group Publishing Ltd, Bradford, UK
Citation
International Journal of Contemporary Hospitality Management, 2016, 28, 10, pp 2156-2177
Abstract

Purpose: This study aims to measures the effects of managerial response on consumer electronic word-of-mouth (eWOM) and hotel performance. Design/methodology/approach: A sample of 56,284 consumer reviews and 10,793 managerial responses for 1,045 hotels was retrieved from TripAdvisor, along with...

Author(s)
Xie, K. L.; Zhang ZiLi; Zhang ZiQiong; Amrik Singh; Lee SeulKi
Publisher
Emerald Group Publishing Ltd, Bradford, UK
Citation
International Journal of Contemporary Hospitality Management, 2016, 28, 9, pp 2013-2034
Abstract

The business value of online consumer reviews has emerged in recent year as one of utmost importance for hotel marketers. This study examines how online consumer reviews affect offline hotel popularity. Using time-series data of 56,284 hotel reviews posted for more than 1000 hotels listed on ...

Author(s)
Xie, K. L.; Chen ChihChien; Wu ShinYi
Publisher
Routledge, Philadelphia, USA
Citation
Journal of Travel & Tourism Marketing, 2016, 33, 2, pp 211-223