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Abstract

This study aimed to analyze the impact of the user-generated content on the management at different categories of Brazilian hotels and to identify the managerial actions taken from these contents. The theoretical reference presented a discussion about the user-generated Content and their influence...

Author(s)
Boaria, F.; Santos, C. A. F. dos
Publisher
Universidade Federal de Minas Gerais, Pampulha, Brazil
Citation
Marketing & Tourism Review, 2018, 3, 3, pp unpaginated
Abstract

The purpose of this study was to investigate how guests respond to the sustainability efforts of sustainably managed hotels by discussing them in reviews posted online. Thus, an exploratory research design and the content analysis method were chosen for this study. The content analysis technique...

Author(s)
Brazytė, K.; Weber, F.; Schaffner, D.
Publisher
Routledge, Philadelphia, USA
Citation
Journal of Quality Assurance in Hospitality & Tourism, 2017, 18, 3, pp 282-307
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

Using online reviews in the co-creation of the service experience remains an attractive but elusive goal, based on case studies of how four high-end hotels in the western United States respond to customers' reviews posted on TripAdvisor. Chosen specifically because they represent two divergent...

Author(s)
Park, S. Y.; Allen, J. P.
Publisher
Sage Publications, Thousand Oaks, USA
Citation
Cornell Hospitality Quarterly, 2013, 54, 1, pp 64-73
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
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

This study assesses the moderating effect of hotel class on managerial responses' influence on hotel performance through the lens of data analytics. A panel data model was applied to analyze 7,979 managerial responses and 51,801 online reviews on TripAdvisor, which were matched with the financial...

Author(s)
Xie, K.; Kwok LinChi; Wang Wei
Publisher
Sage Publications, Thousand Oaks, USA
Citation
Cornell Hospitality Quarterly, 2017, 58, 3, pp 240-252
Abstract

Trust in user opinions at hotel review sites now outweighs advice on holidays from travel agents. Hospitality marketers would be wise to take note of this power of consumer advocacy revolution. Yet, many hotels and restaurants are unsure how to respond to user reviews, or what would be deemed "best ...

Author(s)
Ong, B. S.
Publisher
Routledge, Philadelphia, USA
Citation
Journal of Hospitality Marketing & Management, 2012, 21, 5, pp 463-485
Abstract

Purpose - The purpose of this paper is to investigate how hotels respond to online reviews on a third-party Web site (such as TripAdvisor) based on the hotel's star rating. Design/methodology/approach - Content analysis was used to compare responses to online hotel reviews at five different levels...

Author(s)
Lee, H. R.; Blum, S. C.
Publisher
Emerald Group Publishing Ltd, Bingley, UK
Citation
Worldwide Hospitality and Tourism Themes, 2015, 7, 3, pp 242-250
Abstract

Online ratings and online reputation management are becoming increasingly popular and important. With this increasing importance, attempts to manipulate online reviews through fake reviews have become more prevalent. Suspicious online reviews (ratings) exist on many e-commerce platforms, but these...

Author(s)
Schuckert, M.; Liu XianWei; Law, R.
Publisher
Routledge, Abingdon, UK
Citation
Asia Pacific Journal of Tourism Research, 2016, 21, 3, pp 259-272

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