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Leisure Tourism

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Abstract

This paper examines how corporate social responsibility (CSR)-certified hotels communicate CSR on their websites, how guests comment on hotels' CSR engagement in online reviews and how hotels respond to online reviews. The CSR communication strategies of stakeholder information, response and...

Author(s)
Ettinger, A.; Grabner-Kräuter, S.; Terlutter, R.
Publisher
Elsevier Ltd, Amsterdam, Netherlands
Citation
International Journal of Hospitality Management, 2018, 68, pp 94-104
Abstract

This study investigates the collective influences of cultural, hotel, and reviewer characteristics on online ratings in the hotel sector. Based on over 243,000 TripAdvisor reviews for hotels in 24 US cities, we empirically find a negative relationship between the reviewers' power distance and their ...

Author(s)
Gao BaoJun; Li XiangGe; Liu Shan; Fang DeBin
Publisher
Elsevier Ltd, Oxford, UK
Citation
Tourism Management, 2018, 65, pp 176-186
Abstract

This study examines an "evaluation nudge" in which consumers' preferences for tourism products are dependent on whether the online information about alternative products is presented jointly (joint evaluation mode) or separately (separate evaluation mode). Utilizing two studies, relationship...

Author(s)
Tan HuiMin; Lv XingYang; Liu XiaoYan; Gursoy, D.
Publisher
Elsevier Ltd, Oxford, UK
Citation
Tourism Management, 2018, 65, pp 29-40
Abstract

E-commerce websites are increasingly interested in how to effectively utilize online reviews to positively influence consumer decisions. One potential mechanism is providing socio-demographic information about reviewers along with the reviews. This study investigates how consumer decision outcome...

Author(s)
Su WanTing; Lehto, M. R.; Lehto, X. Y.; Yi JiSoo; Shi Zhi; Liu XiaoYu
Publisher
Routledge, Philadelphia, USA
Citation
Journal of Quality Assurance in Hospitality & Tourism, 2017, 18, 3, pp 328-353
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

This study aims to examine which motives and review components drive hotel guests to write positive and negative reviews on Trip advisor. It tests the motives of writing an online review after the guest has written an online review. Respondents are only Trip advisor users who had left an online...

Author(s)
Ghazi, K. M.
Publisher
OMICS International, Los Angeles, USA
Citation
Journal of Tourism and Hospitality, 2017, 6, 3, pp 283
Abstract

In order to encourage users' engagement as well as crowdsource quality control, a majority of online review websites have started to provide review peer evaluation votes, reviewer credentialing program and social network service. By considering the review text features as well as reviewer's social...

Author(s)
Li HengYun; Zhang ZiQiong; Meng Fang; Ramkumar Janakiraman
Publisher
Elsevier Ltd, Amsterdam, Netherlands
Citation
International Journal of Hospitality Management, 2017, 67, pp 143-153
Abstract

Increasingly, consumers are posting online reviews about hotels, restaurants, and other tourism and hospitality providers. While some managers are responding to these reviews, little is known about how to respond and how to do so effectively. Drawing on the service recovery, justice, and electronic ...

Author(s)
Sparks, B. A.; Bradley, G. L.
Publisher
Sage Publications Ltd, London, UK
Citation
Journal of Hospitality & Tourism Research, 2017, 41, 6, pp 719-745
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

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

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