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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: With the proliferation of Web 2.0 and the travel-related user-generated content platforms, researchers can obtain abundant unsolicited data to examine guests' perceptions, preferences and behaviors. Drawing on online reviews, this study aims to identify the key factors that determine guest ...

Author(s)
Alrawadİeh, Z.; Law, R.
Publisher
Emerald Publishing, Bingley, UK
Citation
International Journal of Culture, Tourism and Hospitality Research, 2019, 13, 1, pp 84-97
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

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
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
Abstract

This study aims to improve hotel customer relationship management (CRM) by connecting it with a reputation mechanism which will provide integrated customer reviews. We propose a framework that identifies some key modules a hotel's CRM should employ. An important contribution of this research is to...

Author(s)
Assimakopoulos, C.; Papaioannou, E.; Sarmaniotis, C.; Georgiadis, C. K.
Publisher
Routledge, Abingdon, UK
Citation
Anatolia, 2015, 26, 1, pp 5-20
Abstract

The hotel industry continues to develop strategies for addressing consumer-generated online reviews, and particularly responding to poor reviews, which can have a damaging effect on a hotel's reputation. To gain a greater understanding of the dynamics of poor reviews, this study analyzed 1,946...

Author(s)
Levy, S. E.; Duan, W. J.; Boo, S. Y.
Publisher
Sage Publications, Thousand Oaks, USA
Citation
Cornell Hospitality Quarterly, 2013, 54, 1, pp 49-63
AbstractFull Text

The aim of this paper is to show how to calculate the weight of criteria that influences the decision making process of potential hotel guests. By taking into consideration the growing importance of electronic word-of-mouth and the popularity of hotel reviews websites, this research note exposes...

Author(s)
Zaman, M.; Botti, L.; Tan Vo Thanh
Publisher
Varna University of Management (ex International University College), Varna, Bulgaria
Citation
European Journal of Tourism Research, 2016, 13, pp 132-138
AbstractFull Text

Many potential consumers consult reviews listed in Online Travel Reviews (OTR) before organizing their travels. For this reason, the management of tourism businesses has been modified by this dynamic. Thus, the items evaluated in the OTR may be considered by hoteliers as competitive criteria....

Author(s)
Lima, S. M.; Viana, F. L. E.
Publisher
Centro de Investigaciones y Estudios Turísticos, Buenos Aires, Argentina
Citation
Estudios y Perspectivas en Turismo, 2017, 26, 3, pp 585-606

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