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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

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

This research tests and supports the proposition that when consumers read online customer reviews that include elements of a good story, they will deem those reviews to be more helpful when they decide whether to patronize hotels. Furthermore, results indicate that consumers perceive online reviews ...

Author(s)
Black, H. G.; Kelley, S. W.
Publisher
Taylor & Francis, Philadelphia, USA
Citation
Journal of Travel & Tourism Marketing, 2009, 26, 2, pp 169-179
Abstract

Accommodation businesses are increasingly dependent on a limited number of reservation platforms. A significant feature of these platforms is guest evaluations, which are transformed into ratings and rankings. As the positioning of the business in comparison to competitors determines customer...

Author(s)
Gössling, S.; Zeiss, H.; Hall, C. M.; Martin-Rios, C.; Ram, Y.; Grøtte, I. P.
Publisher
Routledge, Abingdon, UK
Citation
Current Issues in Tourism, 2019, 22, 14, pp 1744-1763
Abstract

Purpose: "Prosumers" (combining "producer" and "consumers") describes consumers' ability to openly share their product/service experiences and thereby drive sales and digital marketing. Understanding what motivates active prosumers to engage in electronic word-of-mouth (eWOM) and share or review...

Author(s)
Fine, M. B.; Gironda, J.; Petrescu, M.
Publisher
Emerald Publishing, Bingley, UK
Citation
Journal of Hospitality and Tourism Technology, 2017, 8, 2, pp 280-295
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

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

The eight papers in this collection deal with: the meaning of travel; the role of self-reflection in backpackers' personal development; brand extension for hotels; the intention to use tourism applications; the credibility of tourism e-commerce platform online reviews; online customer experience...

Publisher
Tourism College of Beijing Union University, Beijing, China
Citation
Tourism Tribune, 2016, 31, 11, pp 14-31, 55-106, 117-127
Abstract

We employ a secondary data source of more than 86,000 customer ratings of Hong Kong star-rated hotels to explore the distribution and difference in rating behavior of English and non-English speaking guests in an online environment. We find that (a) English speaking guests prefer high-class hotels, ...

Author(s)
Schuckert, M.; Liu XianWei; Law, R.
Publisher
Elsevier Ltd, Amsterdam, Netherlands
Citation
International Journal of Hospitality Management, 2015, 48, pp 143-149

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