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Abstract

This study reconfigures the user generated content in online hotel reviews to provide comparative and benchmarking insights about customer satisfaction. Hangzhou, an emerging tourism city in China, was selected for the study. Over a thousand user-generated reviews about four and five star hotels...

Author(s)
Zhou LingQiang; Ye Shun; Pearce, P. L.; Wu MaoYing
Publisher
Elsevier Ltd, Amsterdam, Netherlands
Citation
International Journal of Hospitality Management, 2014, 38, pp 1-10
Abstract

As online reviews, ratings, and helpful votes in e-commerce platforms become industry-centric, this study examines how virtual badges affect the online behavior of reviewers and readers based on status-seeking theory in an online environment. This study finds that online readers prefer reviews with ...

Author(s)
Schuckert, M.; Liu XianWei; Law, R.
Publisher
Routledge, Philadelphia, USA
Citation
Journal of Travel & Tourism Marketing, 2016, 33, 4, pp 440-452
Abstract

Purpose - The broad goal of the study is to determine how travelers communicate in the cyberspace in relation to their positive and negative experiences they had when staying in a particular hotel. Further goals of this study include identifying the main themes that motivate consumers to evaluate...

Author(s)
Barreda, A.; Bilgihan, A.
Publisher
Emerald Group Publishing Ltd, Bingley, UK
Citation
Journal of Hospitality and Tourism Technology, 2013, 4, 3, pp 263-280
AbstractFull Text

Social media change the way tourists seek and exchange information and determine management changes and implications for tourism businesses, including lodging facilities. Reviews and ratings from guests have affected the reputation of organizations both positively and negatively. The website for ...

Author(s)
Limberger, P. F.; Boaria, F.; Anjos, S. J. G. dos
Publisher
Associação Nacional de Pesquisa e Pós-Graduação em Turisme (ANPTUR), Sao Paulo, Brazil
Citation
Revista Brasileira de Pesquisa em Turismo, 2014, 8, 3, pp 435-455
Abstract

This paper examines how corporate social responsibility (CSR)-certified hotels communicate CSR on their websites, how guests comment on hotels' CSR engagement in online reviews and how hotels respond to online reviews. The CSR communication strategies of stakeholder information, response and...

Author(s)
Ettinger, A.; Grabner-Kräuter, S.; Terlutter, R.
Publisher
Elsevier Ltd, Amsterdam, Netherlands
Citation
International Journal of Hospitality Management, 2018, 68, pp 94-104
Abstract

Customer online reviews of hotels have significant business value in the e-commerce and big data era. Online textual reviews have an open-structured form, and the technical side, namely the linguistic attributes of online textual reviews, is still largely under-explored. Using a sample of 127,629...

Author(s)
Zhao YaBing; Xu Xun; Wang MingShu
Publisher
Elsevier Ltd, Amsterdam, Netherlands
Citation
International Journal of Hospitality Management, 2019, 76, Part A, pp 111-121
Abstract

Purpose: This study aims to assess international customers' experiences in the leading hotels of the iconic city of Shanghai. Design/methodology/approach: Leximancer, a qualitative analysis software program, was used to examine over 2,000 reviews appraising Shanghai's superior hotels. The reviews...

Author(s)
Wu MaoYing; Pearce, P.; Dong Wang
Publisher
Emerald Publishing, Bingley, UK
Citation
International Journal of Contemporary Hospitality Management, 2017, 29, 4, pp 1096-1115
AbstractFull Text

The aim of this paper is to confront the weight of hotel attributes with the perceived value by the guests of Disneyland Paris partner hotels. In this regard, the weight of attributes/criteria has been calculated by Multi-Criteria Decision Analysis (MCDA) - Analytic Hierarchy Process (AHP) method....

Author(s)
Zaman, M.; Botti, L.; Tan Vo Thanh
Publisher
Sun Yat-sen University and Washington State University, Guangzhou, China
Citation
Conference proceedings, the 6th Advances in Hospitality and Tourism Marketing and Management Conference, Guangzhou, China, 14-17 July 2016, 2016, pp 325-335
Abstract

Purpose: This study aims to investigate the online customer review behavior and determinants of overall satisfaction with hotels of travelers in various travel group compositions. Design/methodology/approach: The author collected data from online reviews of travelers in various travel group...

Author(s)
Xu Xun
Publisher
Emerald Publishing, Bingley, UK
Citation
International Journal of Contemporary Hospitality Management, 2018, 30, 3, pp 1663-1685
Abstract

With use of a more heavily user-influenced Web 2.0 approach now commonplace online, consumers have ready access to a vast amount of detailed hotel information and online user reviews, and can share their own evaluations. Online user-generated reviews are a form of electronic word-of-mouth and...

Author(s)
Gao BaoJun; Sun HanLin; Wang HanNing
Publisher
Tourism College of Beijing Union University, Beijing, China
Citation
Tourism Tribune, 2016, 31, 4, pp 109-117

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