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Abstract

Developments in ICT and the massive growth in social media usage have increased the availability of data on travel behaviour. This brings an array of new possibilities to improve destination management through Data-driven decisions. This data, however, needs to be analysed and interpreted in order...

Author(s)
Zee, E. van der; Bertocchi, D.
Publisher
Springer Berlin, Heidelberg, Germany
Citation
Information Technology and Tourism, 2018, 20, 1/4, pp 153-180
Abstract

Purpose: The prevalence of online review websites and the ever-growing difficulty of judging review quality result in the increasing need for consumers to reduce cognitive costs. Thus, the purpose of this study is to find out the determinants of review helpfulness based on a comprehensive...

Author(s)
Liang Sai; Schuckert, M.; Law, R.
Publisher
Emerald Publishing, Bingley, UK
Citation
International Journal of Contemporary Hospitality Management, 2019, 31, 2, pp 953-977
Abstract

This paper proposes a methodology for conducting importance-performance analysis (IPA) through online reviews. The methodology is composed of three stages: (1) mining useful information from online reviews, (2) estimating each attribute's performance and importance, and (3) constructing IPA plot,...

Author(s)
Bi JianWu; Liu Yang; Fan ZhiPing; Zhang Jin
Publisher
Elsevier Ltd, Oxford, UK
Citation
Tourism Management, 2019, 70, pp 460-478
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

The impact of online reviews and social media on hotel business has reached an unprecedented level, given the vast amount of people checking posted opinions prior to making their booking decisions. This study aims to provide insight into a complete online review management (ORM) strategy. In order...

Author(s)
Nguyen, K. A.; Coudounaris, D. N.
Publisher
Elsevier B. V., Amsterdam, Netherlands
Citation
Tourism Management Perspectives, 2015, 16, pp 163-175
Abstract

This study aims to understand current Italian hotel managers' practices in monitoring online reviews included on travel websites and online travel agencies. Results obtained by a web survey indicate what hotel managers monitor (rating, rankings, guest comments regarding different service elements)...

Author(s)
Aureli, S.; Supino, E.
Publisher
Routledge, Philadelphia, USA
Citation
International Journal of Hospitality & Tourism Administration, 2017, 18, 1, pp 84-109
Abstract

Purpose: This study aims to develop a measurement model to help hotels manage their reputation within the context of online reviews and ratings platforms and evaluate the impact of this reputation management on the benefits derived by the hotels, as perceived by their managers....

Author(s)
Perez-Aranda, J.; Vallespín, M.; Molinillo, S.
Publisher
Emerald Publishing, Bingley, UK
Citation
International Journal of Contemporary Hospitality Management, 2019, 31, 2, pp 615-632
Abstract

Managerial response plays an important role in bridging customers and hotel managers in the online environment. Extant studies have examined the effect of managerial response on online reputation, customer satisfaction, and customer revisits, among others. However, the actual response behavior of...

Author(s)
Liu XianWei; Law, R.
Publisher
Elsevier Ltd, Amsterdam, Netherlands
Citation
International Journal of Hospitality Management, 2019, 77, pp 468-470
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

Purpose: This paper aims to examine the effects of traditional customer satisfaction (CS) relative magnitude and social media review ratings on hotel performance and to explore which online travel intermediaries' review ratings serve as the most reliable and valid predictor for hotel performance....

Author(s)
Kim WooGon; Park SeoAh
Publisher
Emerald Publishing, Bingley, UK
Citation
International Journal of Contemporary Hospitality Management, 2017, 29, 2, pp 784-802

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