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Abstract

The online reviews literature has tended to focus on exploring perspectives such as the recipient's attitude, reviews' message-based factors, reviews' trustworthiness, and hotel sales. But research fails to address the underlying processes of consumer distrust of online hotel reviews. Based on a...

Author(s)
Ahmad, W.; Sun Jin
Publisher
Elsevier Ltd, Amsterdam, Netherlands
Citation
International Journal of Hospitality Management, 2018, 71, pp 77-90
Abstract

Social media has expanded word of mouth (WOM) into a massive mean of online communication. Thus, consumers can now impact the reputation of a business by spreading positive or negative WOM worldwide. The hospitality industry is particularly vulnerable since the decision process is increasingly...

Author(s)
Fernandes, T.; Fernandes, F.
Publisher
Routledge, Philadelphia, USA
Citation
Journal of Hospitality Marketing & Management, 2018, 27, 2, pp 127-150
Abstract

The literature has recognized the existence of a nonlinear impact of service performance on customer satisfaction. Thus, this study investigates use of the critical incident technique as an input to penalty-reward contrast analysis, showing the nonlinear impact of service quality on customers'...

Author(s)
Tontini, G.; Bento, G. dos S.; Milbratz, T. C.; Volles, B. K.; Ferrari, D.
Publisher
Elsevier Ltd, Amsterdam, Netherlands
Citation
International Journal of Hospitality Management, 2017, 66, pp 106-116
Abstract

The purpose of the study is to investigate the user-generated content of guests hotel reviews available on Trip Advisor to identify the most scrutinized and discussed dimensions of a hotel by hotel guests. The results reveal that the room, staff, hotel transport connectivity, food, and proximity to ...

Author(s)
Sonia Khan
Publisher
Publishing India Group, New Delhi, India
Citation
International Journal of Hospitality & Tourism Systems, 2017, 10, 1, pp 13-21
Abstract

The purpose of this study was to determine whether it is beneficial for service providers, such as hotels and restaurants, to respond to online negative reviews, and (a) whether company reputation is moderated by the number of negative versus positive reviews and (b) whether the underlying issue is ...

Author(s)
Rose, M.; Blodgett, J. G.
Publisher
Sage Publications, Thousand Oaks, USA
Citation
Cornell Hospitality Quarterly, 2016, 57, 4, pp 396-410
Abstract

In this study, a quasi-experiment was conducted to investigate the effects of two significant cultural values, face and guanxi, on Chinese customers' behavioral responses to hospitality service failures. Hotel check-in process failure was used as the service encounter scenario. Based on the results ...

Author(s)
Li MiMi; Qiu ShangZhi; Liu ZhaoPing
Publisher
Elsevier Ltd, Amsterdam, Netherlands
Citation
International Journal of Hospitality Management, 2016, 57, pp 18-29
Abstract

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...

Author(s)
Sreejesh, S.; Anusree, M. R.
Publisher
Emerald Group Publishing Ltd, Bradford, UK
Citation
Tourism Review, 2016, 71, 2, pp 77-89
Abstract

Our research examines the perceptions and evaluations of prospective customers toward an online negative review and any accompanying hotel response. The study explores two main issues: whether the presence (versus absence) of an organizational response to negative customer reviews affects the...

Author(s)
Sparks, B. A.; So KamFung [So, K. F. K. ]; Bradley, G. L.
Publisher
Elsevier Ltd, Oxford, UK
Citation
Tourism Management, 2016, 53, pp 74-85
Abstract

An analysis of three types of responses to negative hotel reviews finds that the response generally should follow the same principles as answering a customer complaint in person. Based on a series of hypothetical responses to a negative review, this study finds that inserting an empathy statement...

Author(s)
Min, H. N.; Lim, Y. M.; Magnini, V. P.
Publisher
Sage Publications, Thousand Oaks, USA
Citation
Cornell Hospitality Quarterly, 2015, 56, 2, pp 223-231
Abstract

This study aims to improve hotel customer relationship management (CRM) by connecting it with a reputation mechanism which will provide integrated customer reviews. We propose a framework that identifies some key modules a hotel's CRM should employ. An important contribution of this research is to...

Author(s)
Assimakopoulos, C.; Papaioannou, E.; Sarmaniotis, C.; Georgiadis, C. K.
Publisher
Routledge, Abingdon, UK
Citation
Anatolia, 2015, 26, 1, pp 5-20

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