Pub Date : 2023-07-19DOI: 10.1108/jhti-07-2022-0296
Monica W. C. Choy, Ben M.K. Or, Alvin T.F. Liu
PurposeThis paper examines the post-COVID-19 travel intentions to Kenya among Hong Kong outbound travelers using the theory of planned behavior (TPB) over three different time horizons of 1, 5, and 10 years.Design/methodology/approachAn extension was made by including two new constructs of perceived destination image and travel constraints. A cross-sectional sample of Hongkongers was surveyed. Data were collected using a self-administrated bilingual (English and Chinese) online survey. Exploratory factor analysis, linear regression and mediation analysis were conducted to test the research model.FindingsThe findings from 216 Hongkongers reveal that different combinations of the four constructs, namely, perceived behavioral control, attitude, subjective norms, and destination image, share a positive effect on individuals' travel intention to Kenya over the three different time horizons. Travel constraints act as a significant negative mediator on the four constructs in predicting travel intention to Kenya among Hongkongers.Practical implicationsThe results provide useful insight to Kenya's destination marketing organization (DMO) and Hong Kong outbound travel agencies to integrate prominent elements into marketing strategies to arouse travel intention and expand their business prospects, which will also accelerate tourism recovery in the post-pandemic era.Originality/valueBy integrating two extended variables into the TPB model, this study makes a contribution by overcoming the deficiency of the original theory.
{"title":"Post-COVID-19 travel intentions to Kenya from Hong Kong by applying the extended theory of planned behavior (ETPB)","authors":"Monica W. C. Choy, Ben M.K. Or, Alvin T.F. Liu","doi":"10.1108/jhti-07-2022-0296","DOIUrl":"https://doi.org/10.1108/jhti-07-2022-0296","url":null,"abstract":"PurposeThis paper examines the post-COVID-19 travel intentions to Kenya among Hong Kong outbound travelers using the theory of planned behavior (TPB) over three different time horizons of 1, 5, and 10 years.Design/methodology/approachAn extension was made by including two new constructs of perceived destination image and travel constraints. A cross-sectional sample of Hongkongers was surveyed. Data were collected using a self-administrated bilingual (English and Chinese) online survey. Exploratory factor analysis, linear regression and mediation analysis were conducted to test the research model.FindingsThe findings from 216 Hongkongers reveal that different combinations of the four constructs, namely, perceived behavioral control, attitude, subjective norms, and destination image, share a positive effect on individuals' travel intention to Kenya over the three different time horizons. Travel constraints act as a significant negative mediator on the four constructs in predicting travel intention to Kenya among Hongkongers.Practical implicationsThe results provide useful insight to Kenya's destination marketing organization (DMO) and Hong Kong outbound travel agencies to integrate prominent elements into marketing strategies to arouse travel intention and expand their business prospects, which will also accelerate tourism recovery in the post-pandemic era.Originality/valueBy integrating two extended variables into the TPB model, this study makes a contribution by overcoming the deficiency of the original theory.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-07-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47456431","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
PurposeThe purpose of this paper is to expand and analyze deeply customer emotions, concretize the levels of positive or negative emotions with the aim of using machine learning methods, and build a model to identify customer emotions.Design/methodology/approachThe study proposed a customer emotion detection model and data mining method based on the collected dataset, including 80,593 online reviews on agoda.com and booking.com from 2009 to 2022.FindingsBy discerning specific emotions expressed in customers' comments, emotion detection, which refers to the process of identifying users' emotional states, assumes a crucial role in evaluating the brand value of a product. The research capitalizes on the vast and diverse data sources available on hotel booking websites, which, despite their richness, remain largely unexplored and unanalyzed. The outcomes of the model, pertaining to the detection and classification of customer emotions based on ratings and reviews into four distinct emotional states, offer a means to address the challenge of determining customer satisfaction regarding their actual service experiences. These findings hold substantial value for businesses operating in this domain, as the findings facilitate the evaluation and formulation of improvement strategies within their business models. The experimental study reveals that the proposed model attains an exact match ratio, precision, and recall rates of up to 81%, 90% and 90%, respectively.Research limitations/implicationsThe study has yet to mine real-time data. Prediction results may be influenced because the amount of data collected from the web is insufficient and preprocessing is not completely suppressed. Furthermore, the model in the study was not tested using all algorithms and multi-label classifiers. Future research should build databases to mine data in real-time and collect more data and enhance the current model.Practical implicationsThe study's results suggest that the emotion detection models can be applied to the real world to quickly analyze customer feedback. The proposed models enable the identification of customers' emotions, the discovery of customer demand, the enhancement of service, and the general customer experience. The established models can be used by many service sectors to learn more about customer satisfaction with the offered goods and services from customer reviews.Social implicationsThe research paper helps businesses in the hospitality area analyze customer emotions in each specific aspect to ensure customer satisfaction. In addition, managers can come up with appropriate strategies to bring better products and services to society and people. Subsequently, fostering the growth of the hotel tourism sector within the nation, thereby facilitating sustainable economic development on a national scale.Originality/valueThis study developed a customer emotions detection model for detecting and classifying customer ratings and reviews as 4 specific emotions
{"title":"Machine learning-based model for customer emotion detection in hotel booking services","authors":"Nghia Nguyen, Thuy-Hien Nguyen, Yen-Nhi Nguyen, Dung Doan, Minh-Hao Nguyen, Van-Ho Nguyen","doi":"10.1108/jhti-03-2023-0166","DOIUrl":"https://doi.org/10.1108/jhti-03-2023-0166","url":null,"abstract":"PurposeThe purpose of this paper is to expand and analyze deeply customer emotions, concretize the levels of positive or negative emotions with the aim of using machine learning methods, and build a model to identify customer emotions.Design/methodology/approachThe study proposed a customer emotion detection model and data mining method based on the collected dataset, including 80,593 online reviews on agoda.com and booking.com from 2009 to 2022.FindingsBy discerning specific emotions expressed in customers' comments, emotion detection, which refers to the process of identifying users' emotional states, assumes a crucial role in evaluating the brand value of a product. The research capitalizes on the vast and diverse data sources available on hotel booking websites, which, despite their richness, remain largely unexplored and unanalyzed. The outcomes of the model, pertaining to the detection and classification of customer emotions based on ratings and reviews into four distinct emotional states, offer a means to address the challenge of determining customer satisfaction regarding their actual service experiences. These findings hold substantial value for businesses operating in this domain, as the findings facilitate the evaluation and formulation of improvement strategies within their business models. The experimental study reveals that the proposed model attains an exact match ratio, precision, and recall rates of up to 81%, 90% and 90%, respectively.Research limitations/implicationsThe study has yet to mine real-time data. Prediction results may be influenced because the amount of data collected from the web is insufficient and preprocessing is not completely suppressed. Furthermore, the model in the study was not tested using all algorithms and multi-label classifiers. Future research should build databases to mine data in real-time and collect more data and enhance the current model.Practical implicationsThe study's results suggest that the emotion detection models can be applied to the real world to quickly analyze customer feedback. The proposed models enable the identification of customers' emotions, the discovery of customer demand, the enhancement of service, and the general customer experience. The established models can be used by many service sectors to learn more about customer satisfaction with the offered goods and services from customer reviews.Social implicationsThe research paper helps businesses in the hospitality area analyze customer emotions in each specific aspect to ensure customer satisfaction. In addition, managers can come up with appropriate strategies to bring better products and services to society and people. Subsequently, fostering the growth of the hotel tourism sector within the nation, thereby facilitating sustainable economic development on a national scale.Originality/valueThis study developed a customer emotions detection model for detecting and classifying customer ratings and reviews as 4 specific emotions","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-07-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47589218","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-07-17DOI: 10.1108/jhti-01-2023-0052
Emily Robinson, Rebecca Gordon, Bruce McAdams
PurposeThe purpose of this study is to investigate what sustainability initiatives are being implemented by Canadian independent restaurants and to determine if the initiatives represent all 10 categories of a sustainable restaurant as established by a sustainability initiative framework.Design/methodology/approachThe study uses a qualitative approach of semi-structured interviews with 15 small to medium enterprise (SME), independent restaurant owners and operators across Canada. The data was digitally transcribed and thematic analysis was performed.FindingsResults indicated that most initiatives aligned with the categories of “sustainable food/menu” and “waste reduction and disposables” which shows that the operators were inclined to pursue initiatives in customer view. Restaurants put limited focus on water supply, chemicals and pollution reduction, furniture and construction materials. Some of the barriers to implementing, measuring and learning about initiatives were: cost, lack of access to programs, supply chain complications, not having buy-in from owners and lack of time to implement.Practical implicationsThe study recommends that governments provide incentives to implement sustainability initiatives that are out of sight to the customer. For example, implementing composting, energy efficient equipment and water saving processes. It is also recommended that third-party restaurant organizations provide more accurate, evidence-based guidance and education on implementing a wide-range of sustainability initiatives.Originality/valueThis research contributes to the literature on sustainability in restaurants and applies a sustainability initiative framework in a practical context. The study provides a unique assessment of the current state of restaurant sustainability and states where restaurants need to improve their efforts.
{"title":"Assessing the current sustainability initiatives of Canadian SME restaurants","authors":"Emily Robinson, Rebecca Gordon, Bruce McAdams","doi":"10.1108/jhti-01-2023-0052","DOIUrl":"https://doi.org/10.1108/jhti-01-2023-0052","url":null,"abstract":"PurposeThe purpose of this study is to investigate what sustainability initiatives are being implemented by Canadian independent restaurants and to determine if the initiatives represent all 10 categories of a sustainable restaurant as established by a sustainability initiative framework.Design/methodology/approachThe study uses a qualitative approach of semi-structured interviews with 15 small to medium enterprise (SME), independent restaurant owners and operators across Canada. The data was digitally transcribed and thematic analysis was performed.FindingsResults indicated that most initiatives aligned with the categories of “sustainable food/menu” and “waste reduction and disposables” which shows that the operators were inclined to pursue initiatives in customer view. Restaurants put limited focus on water supply, chemicals and pollution reduction, furniture and construction materials. Some of the barriers to implementing, measuring and learning about initiatives were: cost, lack of access to programs, supply chain complications, not having buy-in from owners and lack of time to implement.Practical implicationsThe study recommends that governments provide incentives to implement sustainability initiatives that are out of sight to the customer. For example, implementing composting, energy efficient equipment and water saving processes. It is also recommended that third-party restaurant organizations provide more accurate, evidence-based guidance and education on implementing a wide-range of sustainability initiatives.Originality/valueThis research contributes to the literature on sustainability in restaurants and applies a sustainability initiative framework in a practical context. The study provides a unique assessment of the current state of restaurant sustainability and states where restaurants need to improve their efforts.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-07-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49175657","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-07-07DOI: 10.1108/jhti-06-2022-0247
Mina Balouchi, Y. Aziz
PurposeThe purpose of this research is to examine, from the self-efficacy standpoint, the factors that influence medical tourists' use of social media for travel planning. To that end, this study presents a conceptual framework for evaluating medical tourists' online behaviour and empirically tests the model's validity by examining various dimensions of self-efficacy.Design/methodology/approachA sample of 224 people who searched for medical tourism information online was used in this study. Partial least squares structural equation modelling (PLS-SEM) was employed to test the proposed model with data from an online questionnaire survey.FindingsThe findings suggest that sources of self-efficacy reinforce one's belief in the ability to use social media for medical travel planning purposes. According to the structural model analysis results, with the exception of social persuasion (SP), all of the proposed factors were significant sources of self-efficacy.Practical implicationsThe findings can assist medical tourism providers in optimising online searches for medical travel information, as well as medical tourism destination marketers in directing the tourism providers' marketing efforts towards the use of social media to target potential medical tourists more efficiently and on a larger scale.Originality/valueThis study is being conducted in response to a significant knowledge gap in identifying the factors that influence medical tourists' online behaviour. This information can help medical tourism destination marketers gain a competitive advantage by using social media to target potential medical tourists more effectively and on a larger scale.
{"title":"Examining the antecedents of medical tourists' use of social media from the standpoint of self-efficacy","authors":"Mina Balouchi, Y. Aziz","doi":"10.1108/jhti-06-2022-0247","DOIUrl":"https://doi.org/10.1108/jhti-06-2022-0247","url":null,"abstract":"PurposeThe purpose of this research is to examine, from the self-efficacy standpoint, the factors that influence medical tourists' use of social media for travel planning. To that end, this study presents a conceptual framework for evaluating medical tourists' online behaviour and empirically tests the model's validity by examining various dimensions of self-efficacy.Design/methodology/approachA sample of 224 people who searched for medical tourism information online was used in this study. Partial least squares structural equation modelling (PLS-SEM) was employed to test the proposed model with data from an online questionnaire survey.FindingsThe findings suggest that sources of self-efficacy reinforce one's belief in the ability to use social media for medical travel planning purposes. According to the structural model analysis results, with the exception of social persuasion (SP), all of the proposed factors were significant sources of self-efficacy.Practical implicationsThe findings can assist medical tourism providers in optimising online searches for medical travel information, as well as medical tourism destination marketers in directing the tourism providers' marketing efforts towards the use of social media to target potential medical tourists more efficiently and on a larger scale.Originality/valueThis study is being conducted in response to a significant knowledge gap in identifying the factors that influence medical tourists' online behaviour. This information can help medical tourism destination marketers gain a competitive advantage by using social media to target potential medical tourists more effectively and on a larger scale.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-07-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47625004","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
PurposeThis article analyzes research on digital transformation in the tourism sector, providing insights into leading work, authors, journals, trends and future research opportunities. However, limited in-depth research exists on this topic, and the existing studies lack an understanding of its development, scope and relevant areas.Design/methodology/approachThe study utilized the Scopus database to identify 61 articles on digital transformation in the tourism sector. The research employed VOSviewer software to analyze publication and citation structure, incorporating bibliometric variables like co-authorship, co-citation network, keywords co-occurrence network and bibliographic coupling.FindingsThe study yielded valuable insights from top-cited articles, revealing their contributions to digital transformation in tourism research. It also highlighted publication trends and the impact of authors, journals and studies and conducted co-occurrence, co-authorship and bibliographic analyses to identify key trends and issues in the tourism sector. The study calls for further examination of the digital revolution in tourism research and outlines future opportunities for researchers in this area.Research limitations/implicationsTo enhance the comprehensiveness of data collection, it is recommended that researchers consider including publications from databases such as WOS (Web of Science), Dimensions and PubMed in addition to the Scopus database. This broader inclusion of sources can provide different network structures and valuable insights from the field of digital transformation in the tourism sector.Originality/valueThe research provides substantial value to the study of digital transformation in tourism by focusing on bibliometric data from the Scopus database for the period from 2017 to 2022. By analyzing this data, it identifies significant trends in digital transformation within tourism research. Additionally, the study uncovers new areas of digitization in the tourism sector, further enhancing its value and relevance.
本文分析了旅游业数字化转型的研究，提供了对主要工作、作者、期刊、趋势和未来研究机会的见解。然而，关于这一主题的深入研究有限，现有研究缺乏对其发展、范围和相关领域的了解。设计/方法/方法本研究利用Scopus数据库确定了61篇关于旅游部门数字化转型的文章。本研究采用VOSviewer软件，结合合著、共被引网络、关键词共现网络、书目耦合等文献计量变量，对论文发表和引文结构进行分析。该研究从被引用最多的文章中获得了宝贵的见解，揭示了它们对旅游研究数字化转型的贡献。它还强调了出版趋势和作者、期刊和研究的影响，并进行了共现、合著和书目分析，以确定旅游部门的主要趋势和问题。该研究呼吁进一步研究旅游研究中的数字革命，并概述了该领域研究人员的未来机会。为了提高数据收集的全面性，建议研究人员在Scopus数据库之外考虑包括WOS (Web of Science)、Dimensions和PubMed等数据库的出版物。这种更广泛的信息源可以提供不同的网络结构，并从旅游部门的数字化转型领域获得有价值的见解。该研究通过关注2017年至2022年期间Scopus数据库的文献计量数据，为旅游业的数字化转型研究提供了实质性的价值。通过分析这些数据，它确定了旅游研究中数字化转型的重要趋势。此外，该研究还揭示了旅游业数字化的新领域，进一步提高了其价值和相关性。
{"title":"Digital transformation in tourism sector: trends and future perspectives from a bibliometric-content analysis","authors":"Suneel Kumar, Varinder Kumar, Isha Kumari Bhatt, Sanjeev Kumar, Kamlesh Attri","doi":"10.1108/jhti-10-2022-0472","DOIUrl":"https://doi.org/10.1108/jhti-10-2022-0472","url":null,"abstract":"PurposeThis article analyzes research on digital transformation in the tourism sector, providing insights into leading work, authors, journals, trends and future research opportunities. However, limited in-depth research exists on this topic, and the existing studies lack an understanding of its development, scope and relevant areas.Design/methodology/approachThe study utilized the Scopus database to identify 61 articles on digital transformation in the tourism sector. The research employed VOSviewer software to analyze publication and citation structure, incorporating bibliometric variables like co-authorship, co-citation network, keywords co-occurrence network and bibliographic coupling.FindingsThe study yielded valuable insights from top-cited articles, revealing their contributions to digital transformation in tourism research. It also highlighted publication trends and the impact of authors, journals and studies and conducted co-occurrence, co-authorship and bibliographic analyses to identify key trends and issues in the tourism sector. The study calls for further examination of the digital revolution in tourism research and outlines future opportunities for researchers in this area.Research limitations/implicationsTo enhance the comprehensiveness of data collection, it is recommended that researchers consider including publications from databases such as WOS (Web of Science), Dimensions and PubMed in addition to the Scopus database. This broader inclusion of sources can provide different network structures and valuable insights from the field of digital transformation in the tourism sector.Originality/valueThe research provides substantial value to the study of digital transformation in tourism by focusing on bibliometric data from the Scopus database for the period from 2017 to 2022. By analyzing this data, it identifies significant trends in digital transformation within tourism research. Additionally, the study uncovers new areas of digitization in the tourism sector, further enhancing its value and relevance.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-07-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46196780","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-06-27DOI: 10.1108/jhti-09-2022-0426
Ülker Çolakoğlu, Esra Anış, Özlem Esen, Can Serkan Tuncay
PurposeThis study explores tourists' virtual reality experiences during the transition to the Metaverse.Design/methodology/approachQualitative approach was employed to capture tourists' virtual reality experiences and knowledge of the Metaverse at two five-star hotels in Kusadasi (Republic of Turkey). The data were collected from Kusadasi using a purposive sampling technique. The research design focused on data collection with the structured interview technique. The interview form consisted of 7 questions in total, and a voice recorder was used to record the answers of the participants. After the first 4 questions were asked, the participants were presented a virtual reality experience with the virtual reality (VR) glasses. The interview was held face-to-face with thirty-five participants consisting of domestic and foreign tourists in two five-star hotels in the summer season of 2022. The collected data were analyzed with the content analysis technique and themes were created.FindingsThis study's findings enhance the conceptual capital in this emerging field and provide insights into many of the participants who have and have never experienced virtual reality applications and who are familiar and unfamiliar with the Metaverse as a concept.Research limitations/implicationsThis study generates empirical data that informs contemporary debates about virtual reality and the Metaverse.Practical implicationsThe findings show that most participants have never experienced a virtual reality application. Hotels and travel agencies should be aware of this new futuristic technology before the Metaverse transition. Metaverse is for generation Y and Z instead of Baby Boomers and generation X.Originality/valueThis study is unique in terms of depth and fills the gap as it provides useful insights regarding the evaluation of tourists' virtual reality experiences in the transition process to the Metaverse.
{"title":"The evaluation of tourists' virtual reality experiences in the transition process to Metaverse","authors":"Ülker Çolakoğlu, Esra Anış, Özlem Esen, Can Serkan Tuncay","doi":"10.1108/jhti-09-2022-0426","DOIUrl":"https://doi.org/10.1108/jhti-09-2022-0426","url":null,"abstract":"PurposeThis study explores tourists' virtual reality experiences during the transition to the Metaverse.Design/methodology/approachQualitative approach was employed to capture tourists' virtual reality experiences and knowledge of the Metaverse at two five-star hotels in Kusadasi (Republic of Turkey). The data were collected from Kusadasi using a purposive sampling technique. The research design focused on data collection with the structured interview technique. The interview form consisted of 7 questions in total, and a voice recorder was used to record the answers of the participants. After the first 4 questions were asked, the participants were presented a virtual reality experience with the virtual reality (VR) glasses. The interview was held face-to-face with thirty-five participants consisting of domestic and foreign tourists in two five-star hotels in the summer season of 2022. The collected data were analyzed with the content analysis technique and themes were created.FindingsThis study's findings enhance the conceptual capital in this emerging field and provide insights into many of the participants who have and have never experienced virtual reality applications and who are familiar and unfamiliar with the Metaverse as a concept.Research limitations/implicationsThis study generates empirical data that informs contemporary debates about virtual reality and the Metaverse.Practical implicationsThe findings show that most participants have never experienced a virtual reality application. Hotels and travel agencies should be aware of this new futuristic technology before the Metaverse transition. Metaverse is for generation Y and Z instead of Baby Boomers and generation X.Originality/valueThis study is unique in terms of depth and fills the gap as it provides useful insights regarding the evaluation of tourists' virtual reality experiences in the transition process to the Metaverse.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-06-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41835409","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-06-19DOI: 10.1108/jhti-06-2022-0261
Okan Çolak, Halil İbrahim Karakan
PurposeThis study aims to determine museum experiences by analyzing the TripAdvisor reviews of the museum visitors in Gaziantep and offer suggestions for improving the visitors' experiences by taking museum curators' opinions.Design/methodology/approachThe case study method was used as one of the qualitative approaches in the study. The research comprises two stages. TripAdvisor reviews about five museums in Gaziantep were analyzed in the first stage, and museum curators' opinions on the visitor complaint reasons and solution suggestions were discussed in the second stage.FindingsThe study showed that satisfying or non-satisfying experience factors might differ according to visitors, museum curators and both visitors and museum curators. Therefore, each museum curator should effectively manage every component of visitor experience factors by its target audience.Research limitations/implicationsAlthough this study has some valuable findings and contributes to the literature, it also has limitations. The study's sample consists of five museums in Gaziantep. Further studies can be carried out on a larger population and sample. The data for determining visitor experiences, the first stage of the research, were obtained only from an online platform (TripAdvisor).Practical implicationsThe proposed model provides a holistic perspective on evaluating and managing visitor experience. There may be structural problems (small size of the museum area, lack of parking spaces and elevators, etc.) with the museum beyond the manager's control. Also, the lack of information and communication (limited concept, lack of artifacts, etc.) causes criticisms of the museum.Social implicationsThis paper contributes to the museum management literature with a model for enriching the quality of the museum experience and increasing the museum's attractiveness. The study showed that museums contribute to the visitor's experience in all dimensions. While visitors thought museums primarily contribute to object experience, museum curators thought museums contribute more to visitors' cognitive experience and other experience elements.Originality/valueThe present study analyzed the visitor comments and the opinions of museum curators from a holistic perspective, considering the internal and external factors that are effective in the visitor experience, and revealed the reasons for the visitors' negative experience and the solution suggestions toward the improvement of the visitor experience.
{"title":"Integrated evaluation of visitor experience factors in the scope of museum management","authors":"Okan Çolak, Halil İbrahim Karakan","doi":"10.1108/jhti-06-2022-0261","DOIUrl":"https://doi.org/10.1108/jhti-06-2022-0261","url":null,"abstract":"PurposeThis study aims to determine museum experiences by analyzing the TripAdvisor reviews of the museum visitors in Gaziantep and offer suggestions for improving the visitors' experiences by taking museum curators' opinions.Design/methodology/approachThe case study method was used as one of the qualitative approaches in the study. The research comprises two stages. TripAdvisor reviews about five museums in Gaziantep were analyzed in the first stage, and museum curators' opinions on the visitor complaint reasons and solution suggestions were discussed in the second stage.FindingsThe study showed that satisfying or non-satisfying experience factors might differ according to visitors, museum curators and both visitors and museum curators. Therefore, each museum curator should effectively manage every component of visitor experience factors by its target audience.Research limitations/implicationsAlthough this study has some valuable findings and contributes to the literature, it also has limitations. The study's sample consists of five museums in Gaziantep. Further studies can be carried out on a larger population and sample. The data for determining visitor experiences, the first stage of the research, were obtained only from an online platform (TripAdvisor).Practical implicationsThe proposed model provides a holistic perspective on evaluating and managing visitor experience. There may be structural problems (small size of the museum area, lack of parking spaces and elevators, etc.) with the museum beyond the manager's control. Also, the lack of information and communication (limited concept, lack of artifacts, etc.) causes criticisms of the museum.Social implicationsThis paper contributes to the museum management literature with a model for enriching the quality of the museum experience and increasing the museum's attractiveness. The study showed that museums contribute to the visitor's experience in all dimensions. While visitors thought museums primarily contribute to object experience, museum curators thought museums contribute more to visitors' cognitive experience and other experience elements.Originality/valueThe present study analyzed the visitor comments and the opinions of museum curators from a holistic perspective, considering the internal and external factors that are effective in the visitor experience, and revealed the reasons for the visitors' negative experience and the solution suggestions toward the improvement of the visitor experience.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-06-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41404458","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-06-16DOI: 10.1108/jhti-09-2022-0467
Yahaira Lisbeth Moreno Brito, H. Ban, Hak-Seon Kim
PurposeThis research aims to analyze the customer satisfaction associated with experiences from 14 ecological hotels in Ecuador by exploring online guest reviews and classifying the most influential factors.Design/methodology/approachThis study applied big data exploration, semantic network analysis, EFA and linear regression. It processed 22,629 online reviews from Google/travel, extracting 100 words with the highest frequency. In addition, CONCOR analysis built a comprehensive structural model gathering essential keywords. Furthermore, exploratory factor analysis and regression were conducted to explore the elements that best express customer satisfaction in ecological hotels.FindingsThe words such as green, sustainable, recycle, environment and ecological were not found among the main attributes extracted. Nonetheless, the keywords obtained reflect customer satisfaction, revealing that green practices do not affect comfort and the guests' experience. CONCOR analysis displayed four categories associated with satisfaction: tangibles, experience, location and empathy. Then, EFA restructured and revealed the factors: facilities feature, assurance, reliability, location and experience. Lastly, the regression disclosed location, assurance and facilities features as the most significant factors for customer satisfaction in the 14 ecological hotels. The terms related to the hotel area, staff care and hotel amenities were decisive for guests.Practical implicationsThis study demonstrated that employee courtesy and location are the keys to enhancing customer experience and satisfaction. Hotel managers must promote green attributes and practices to increase customer awareness through constant staff training and information disclosure in common areas.Originality/valueThese findings provide insight and empirical evidence for hoteliers to understand how and what guest perceive to be green practices. By identifying the main features or concepts associated with satisfaction in Ecuador's green hotels, hoteliers could address new strategies to respond to expectations, effectively satisfy customers and provide a superior experience.
{"title":"Ecological hotels' customer satisfaction through text mining of online reviews: a case of Ecuador hotels","authors":"Yahaira Lisbeth Moreno Brito, H. Ban, Hak-Seon Kim","doi":"10.1108/jhti-09-2022-0467","DOIUrl":"https://doi.org/10.1108/jhti-09-2022-0467","url":null,"abstract":"PurposeThis research aims to analyze the customer satisfaction associated with experiences from 14 ecological hotels in Ecuador by exploring online guest reviews and classifying the most influential factors.Design/methodology/approachThis study applied big data exploration, semantic network analysis, EFA and linear regression. It processed 22,629 online reviews from Google/travel, extracting 100 words with the highest frequency. In addition, CONCOR analysis built a comprehensive structural model gathering essential keywords. Furthermore, exploratory factor analysis and regression were conducted to explore the elements that best express customer satisfaction in ecological hotels.FindingsThe words such as green, sustainable, recycle, environment and ecological were not found among the main attributes extracted. Nonetheless, the keywords obtained reflect customer satisfaction, revealing that green practices do not affect comfort and the guests' experience. CONCOR analysis displayed four categories associated with satisfaction: tangibles, experience, location and empathy. Then, EFA restructured and revealed the factors: facilities feature, assurance, reliability, location and experience. Lastly, the regression disclosed location, assurance and facilities features as the most significant factors for customer satisfaction in the 14 ecological hotels. The terms related to the hotel area, staff care and hotel amenities were decisive for guests.Practical implicationsThis study demonstrated that employee courtesy and location are the keys to enhancing customer experience and satisfaction. Hotel managers must promote green attributes and practices to increase customer awareness through constant staff training and information disclosure in common areas.Originality/valueThese findings provide insight and empirical evidence for hoteliers to understand how and what guest perceive to be green practices. By identifying the main features or concepts associated with satisfaction in Ecuador's green hotels, hoteliers could address new strategies to respond to expectations, effectively satisfy customers and provide a superior experience.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-06-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48957631","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-06-15DOI: 10.1108/jhti-11-2022-0567
H. Nguyen, P. T. Tran, Vinh Trung Tran
PurposeThis paper aims to examine the role of social media communication, tourist satisfaction and destination brand equity components in enhancing destination brand equity based on the Stimulus – Organism – Response (S-O-R) theory.Design/methodology/approachThe conceptual model and research hypotheses were assessed using covariance-based structural equation modeling (SEM). An online survey was used to collect data from 369 domestic tourists who had traveled to Danang and knew about content related to Danang generated by either DMOs or other users on social media.FindingsExcept for the effect of DMO-generated social media communication on tourist satisfaction and the impact of destination brand awareness on destination brand loyalty, the findings confirmed the sequential causal relationships between research concepts based on the S-O-R model.Research limitations/implicationsFuture research should explore the proposed model based on comparisons of different nationalities to better understand the impact of cultural factors.Practical implicationsDMOs should associate social media with their marketing strategies to enhance destination brand equity, using cutting-edge technologies to create content and update information in a significant way to make communications by DMOs more effective. The findings especially suggest that UGC plays a vital role in improving brand equity dimensions, so DMOs could exploit UGC to engage existing customers and build relationships with potential customers. This research provides guidance for DMOs to improve their brand equity based on social media.Originality/valueThis study has contributed to the destination marketing literature by applying the S-O-R theory to propose a pathway for effectively increasing destination brand equity and highlight the importance of social media communication as a driver to achieve a hierarchical relationship between destination brand equity components and tourist satisfaction from stimulus to organism (e.g. cognition to affect).
{"title":"The relationships among social media communication, brand equity and satisfaction in a tourism destination: the case of Danang city, Vietnam","authors":"H. Nguyen, P. T. Tran, Vinh Trung Tran","doi":"10.1108/jhti-11-2022-0567","DOIUrl":"https://doi.org/10.1108/jhti-11-2022-0567","url":null,"abstract":"PurposeThis paper aims to examine the role of social media communication, tourist satisfaction and destination brand equity components in enhancing destination brand equity based on the Stimulus – Organism – Response (S-O-R) theory.Design/methodology/approachThe conceptual model and research hypotheses were assessed using covariance-based structural equation modeling (SEM). An online survey was used to collect data from 369 domestic tourists who had traveled to Danang and knew about content related to Danang generated by either DMOs or other users on social media.FindingsExcept for the effect of DMO-generated social media communication on tourist satisfaction and the impact of destination brand awareness on destination brand loyalty, the findings confirmed the sequential causal relationships between research concepts based on the S-O-R model.Research limitations/implicationsFuture research should explore the proposed model based on comparisons of different nationalities to better understand the impact of cultural factors.Practical implicationsDMOs should associate social media with their marketing strategies to enhance destination brand equity, using cutting-edge technologies to create content and update information in a significant way to make communications by DMOs more effective. The findings especially suggest that UGC plays a vital role in improving brand equity dimensions, so DMOs could exploit UGC to engage existing customers and build relationships with potential customers. This research provides guidance for DMOs to improve their brand equity based on social media.Originality/valueThis study has contributed to the destination marketing literature by applying the S-O-R theory to propose a pathway for effectively increasing destination brand equity and highlight the importance of social media communication as a driver to achieve a hierarchical relationship between destination brand equity components and tourist satisfaction from stimulus to organism (e.g. cognition to affect).","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-06-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42039292","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
PurposeThis study leverages an integrated framework that uses the theory of planned behavior (TPB), risk perception and sustainable behavior to investigate the COVID-19 risk perception of a potentially powerful consumer group – generation Z – on decisions to participate in the domestic tourism stimulus campaign and their willingness to practice socially responsible behaviors.Design/methodology/approachSelf-administered questionnaires were used to collect data. The study adopts partial least squares-structural equation modelling (PLS-SEM) to examine the data with the final sample of 422 generation Z in Thailand.FindingsThe COVID-19 perceived risk positively affects attitudes, perceived behavioral control and the intention to join domestic tourism campaign, affecting the desire to engage in sustainable behaviors when traveling. Attitude and perceived behavioral control mediated risk perception and the decision to join the campaign. Unlike other studies, generation Z is conscious of the situation but is not risk-averse to travel.Practical implicationsThe study offers recommendations (and domestic tourism campaign's features) for government agencies and tourism partitioners, especially developing tourism destinations, to effectively launch domestic tourism campaigns to target generation Z during and after post-pandemic crises.Originality/valueThis study contributes to our limited understanding of generation Z's travel behaviors. It contributes to the extended use of TPB, risk perception and socially responsible conduct of such a specific generation. It is one of the first studies integrating the COVID-19 risk perception of generation Z and their intention to utilize the stimulus campaign.
{"title":"Generation Z's COVID-19 risk perception and socially responsible behaviors influencing intentions to participate in the tourism stimulus campaign","authors":"Tanyatip Kharuhayothin, Weerapong Kitiwong, Warunya Chaitarin","doi":"10.1108/jhti-10-2022-0481","DOIUrl":"https://doi.org/10.1108/jhti-10-2022-0481","url":null,"abstract":"PurposeThis study leverages an integrated framework that uses the theory of planned behavior (TPB), risk perception and sustainable behavior to investigate the COVID-19 risk perception of a potentially powerful consumer group – generation Z – on decisions to participate in the domestic tourism stimulus campaign and their willingness to practice socially responsible behaviors.Design/methodology/approachSelf-administered questionnaires were used to collect data. The study adopts partial least squares-structural equation modelling (PLS-SEM) to examine the data with the final sample of 422 generation Z in Thailand.FindingsThe COVID-19 perceived risk positively affects attitudes, perceived behavioral control and the intention to join domestic tourism campaign, affecting the desire to engage in sustainable behaviors when traveling. Attitude and perceived behavioral control mediated risk perception and the decision to join the campaign. Unlike other studies, generation Z is conscious of the situation but is not risk-averse to travel.Practical implicationsThe study offers recommendations (and domestic tourism campaign's features) for government agencies and tourism partitioners, especially developing tourism destinations, to effectively launch domestic tourism campaigns to target generation Z during and after post-pandemic crises.Originality/valueThis study contributes to our limited understanding of generation Z's travel behaviors. It contributes to the extended use of TPB, risk perception and socially responsible conduct of such a specific generation. It is one of the first studies integrating the COVID-19 risk perception of generation Z and their intention to utilize the stimulus campaign.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-06-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44156447","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：