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Abstract

Online user-generated content in various social media websites, such as consumer experiences, user feedback, and product reviews, has increasingly become the primary information source for both consumers and businesses. In this study, we aim to look beyond the quantitative summary and...

Author(s)
Duan WenJing; Yu Yang; Cao Qing; Levy, S.
Publisher
Sage Publications, Thousand Oaks, USA
Citation
Cornell Hospitality Quarterly, 2016, 57, 3, pp 282-296
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
Abstract

User generated content and especially customer-generated reviews are becoming a prominent information source for travellers making hotel booking decisions. Building upon the dimensions of the SERVQUAL model, the aim of this study is to identify why hotel customers have disparate opinions regarding...

Author(s)
Giannakos, M. N.; Pappas, I. O.; Mikalef, P.
Publisher
Inderscience, Olney, UK
Citation
International Journal of Hospitality and Event Management, 2014, 1, 1, pp 62-80
AbstractFull Text

This paper presents a fuzzy multi-attribute decision making approach for evaluating the service quality of the hotels of an important tourist destination island: Gran Canaria. We first extract the information provided in www.tripadvisor.com which is becoming one of the most popular websites that...

Author(s)
Martín, J. C.; Román, C.
Publisher
Institute for Tourism, Zagreb, Croatia
Citation
Tourism (Zagreb), 2017, 65, 4, pp 390-405
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

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

Hotels today actively respond to online reviews given their tremendous influence on travelers' decisions. Yet, the questions of how to respond to online reviews continue to baffle hotel managers. By focusing on prospective travelers, we propose the effective management response signals hotels' care ...

Author(s)
Li ChunYu; Cui Geng; Peng Ling
Publisher
Elsevier Ltd, Oxford, UK
Citation
Tourism Management, 2017, 62, pp 42-53
Abstract

Online reviews left by guests have business value in terms of understanding customers' perceptions of hotels' product and service attributes. By focusing on customers' textual reviews through a text-mining approach (specifically, latent semantic analysis) and statistical tests, this study examined...

Author(s)
Xu Xun
Publisher
Sage Publications Ltd, London, UK
Citation
Journal of Hospitality & Tourism Research, 2019, 43, 1, pp 141-163
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
AbstractFull Text

The main objective of this study was to evaluate the perceptions related to the online user reviews of thermal hotels. Specifically, it was investigated whether perceptions towards value (V), location (L), sleep quality (SQ), rooms (R), cleanliness (C), service (S) and factors influencing general...

Author(s)
Bertan, S.; Bayram, M.; Benzergİl, N.
Publisher
Institute for Tourism, Zagreb, Croatia
Citation
Tourism (Zagreb), 2015, 63, 1, pp 53-65

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