Pub Date : 2023-02-14DOI: 10.1108/jhtt-08-2021-0225
I. Wong, Keng Fong Chau, Heng U. Chan
Purpose This study aims to synthesize a research model based on artificial intelligence (AI) applications in the casino setting. The model incorporates the technology acceptance model (TAM) along with three external drivers, including factors pertinent to personal traits (i.e. openness), AI technology (i.e. visibility, security and social influence) and context (i.e. monetary motivation). Design/methodology/approach An empirical study was conducted with 354 casino patrons. Partial least squares-structural equation modeling was used to test the proposed relationships. Findings The results reveal that openness, security and monetary motivation are significant antecedents of perceived usefulness. Visibility and social influence have significant direct effects on the intention to gamble in AI-supported casinos. Originality/value This study reinvestigates the TAM model from the casino customers’ AI decision support perspective to illustrate both the direct and mediating effects of perceived usefulness and ease of use on such a system. It highlights the salience of social influence, personality traits and monetary motivation on the propensity to adopt AI. It also contributes to the casino literature by showcasing the role of technology in directing patrons’ decisions.
{"title":"An empirical study on customers’ gambling intention in AI-supported casinos","authors":"I. Wong, Keng Fong Chau, Heng U. Chan","doi":"10.1108/jhtt-08-2021-0225","DOIUrl":"https://doi.org/10.1108/jhtt-08-2021-0225","url":null,"abstract":"\u0000Purpose\u0000This study aims to synthesize a research model based on artificial intelligence (AI) applications in the casino setting. The model incorporates the technology acceptance model (TAM) along with three external drivers, including factors pertinent to personal traits (i.e. openness), AI technology (i.e. visibility, security and social influence) and context (i.e. monetary motivation).\u0000\u0000\u0000Design/methodology/approach\u0000An empirical study was conducted with 354 casino patrons. Partial least squares-structural equation modeling was used to test the proposed relationships.\u0000\u0000\u0000Findings\u0000The results reveal that openness, security and monetary motivation are significant antecedents of perceived usefulness. Visibility and social influence have significant direct effects on the intention to gamble in AI-supported casinos.\u0000\u0000\u0000Originality/value\u0000This study reinvestigates the TAM model from the casino customers’ AI decision support perspective to illustrate both the direct and mediating effects of perceived usefulness and ease of use on such a system. It highlights the salience of social influence, personality traits and monetary motivation on the propensity to adopt AI. It also contributes to the casino literature by showcasing the role of technology in directing patrons’ decisions.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":" ","pages":""},"PeriodicalIF":4.7,"publicationDate":"2023-02-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41829705","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-02-10DOI: 10.1108/jhtt-04-2021-0116
Van-Ho Nguyen, Thanh Ho
Purpose This study aims to analyse online customer experience in the hospitality industry through dynamic topic modelling (DTM) and net promoter score (NPS). A novel model that was used for collecting, pre-processing and analysing online reviews was proposed to understand the hidden information in the corpus and gain customer experience. Design/methodology/approach A corpus with 259,470 customer comments in English was collected. The researchers experimented and selected the best K parameter (number of topics) by perplexity and coherence score measurements as the input parameter for the model. Finally, the team experimented on the corpus using the Latent Dirichlet allocation (LDA) model and DTM with K coefficient to explore latent topics and trends of topics in the corpus over time. Findings The results of the topic model show hidden topics with the top high-probability keywords that are concerned with customers and the trends of topics over time. In addition, this study also calculated and analysed the NPS from customer rating scores and presented it on an overview dashboard. Research limitations/implications The data used in the experiment are only a part of all user comments; therefore, it may not reflect all of the current customer experience. Practical implications The management and business development of companies in the hotel industry can also benefit from the empirical findings from the topic model and NPS analytics, which will support decision-making to help businesses improve products and services, increase existing customer satisfaction and draw in new customers. Originality/value This study differs from previous works in that it attempts to fill a gap in research focused on online customer experience in the hospitality industry and uses text analytics and NPS to reach this goal.
{"title":"Analysing online customer experience in hotel sector using dynamic topic modelling and net promoter score","authors":"Van-Ho Nguyen, Thanh Ho","doi":"10.1108/jhtt-04-2021-0116","DOIUrl":"https://doi.org/10.1108/jhtt-04-2021-0116","url":null,"abstract":"\u0000Purpose\u0000This study aims to analyse online customer experience in the hospitality industry through dynamic topic modelling (DTM) and net promoter score (NPS). A novel model that was used for collecting, pre-processing and analysing online reviews was proposed to understand the hidden information in the corpus and gain customer experience.\u0000\u0000\u0000Design/methodology/approach\u0000A corpus with 259,470 customer comments in English was collected. The researchers experimented and selected the best K parameter (number of topics) by perplexity and coherence score measurements as the input parameter for the model. Finally, the team experimented on the corpus using the Latent Dirichlet allocation (LDA) model and DTM with K coefficient to explore latent topics and trends of topics in the corpus over time.\u0000\u0000\u0000Findings\u0000The results of the topic model show hidden topics with the top high-probability keywords that are concerned with customers and the trends of topics over time. In addition, this study also calculated and analysed the NPS from customer rating scores and presented it on an overview dashboard.\u0000\u0000\u0000Research limitations/implications\u0000The data used in the experiment are only a part of all user comments; therefore, it may not reflect all of the current customer experience.\u0000\u0000\u0000Practical implications\u0000The management and business development of companies in the hotel industry can also benefit from the empirical findings from the topic model and NPS analytics, which will support decision-making to help businesses improve products and services, increase existing customer satisfaction and draw in new customers.\u0000\u0000\u0000Originality/value\u0000This study differs from previous works in that it attempts to fill a gap in research focused on online customer experience in the hospitality industry and uses text analytics and NPS to reach this goal.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":" ","pages":""},"PeriodicalIF":4.7,"publicationDate":"2023-02-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43392157","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-02-06DOI: 10.1108/jhtt-08-2021-0233
H. T. Le, Sann Ryu
Purpose Vloggers (video bloggers) have emerged as a new phenomenon in social media marketing, especially in the hotel industry, where user-generated reviews can strongly influence purchase decisions. Therefore, this paper aims to build an electronic word-of-mouth (eWOM) adoption model (EAM) that incorporates source evaluation attributes (information quality, major influence and source credibility), trust in eWOM and eWOM intention (EWOMI) and booking intention and investigate the moderation of negative reviews from vloggers on relationships in the EAM. Design/methodology/approach This paper conducted two studies (ns1 = 446, ns2 = 374). The data were collected through an online and face-to-face survey with an experimental design. This paper conducted covariance-based structural equation model to examine main effects and applied a multiple-group analysis to test the moderating effect of vlogger reviews. Findings Three attributes of source evaluation are important predictors of trust in eWOM, which positively impact eWOM and booking intention. EWOMI also positively affects booking intention. Moreover, the negative review of vloggers can lower the effects of information quality on trust and of trust on EWOMI in Study 1 and on hotel booking intention in Study 2. Originality/value This study builds the EAM model for the hospitality context and provides novel insights into the moderating effects of vloggers’ negative reviews on the relationships in the EAM.
{"title":"The eWOM adoption model in the hospitality industry: the moderating effect of the vlogger’s review","authors":"H. T. Le, Sann Ryu","doi":"10.1108/jhtt-08-2021-0233","DOIUrl":"https://doi.org/10.1108/jhtt-08-2021-0233","url":null,"abstract":"\u0000Purpose\u0000Vloggers (video bloggers) have emerged as a new phenomenon in social media marketing, especially in the hotel industry, where user-generated reviews can strongly influence purchase decisions. Therefore, this paper aims to build an electronic word-of-mouth (eWOM) adoption model (EAM) that incorporates source evaluation attributes (information quality, major influence and source credibility), trust in eWOM and eWOM intention (EWOMI) and booking intention and investigate the moderation of negative reviews from vloggers on relationships in the EAM.\u0000\u0000\u0000Design/methodology/approach\u0000This paper conducted two studies (ns1 = 446, ns2 = 374). The data were collected through an online and face-to-face survey with an experimental design. This paper conducted covariance-based structural equation model to examine main effects and applied a multiple-group analysis to test the moderating effect of vlogger reviews.\u0000\u0000\u0000Findings\u0000Three attributes of source evaluation are important predictors of trust in eWOM, which positively impact eWOM and booking intention. EWOMI also positively affects booking intention. Moreover, the negative review of vloggers can lower the effects of information quality on trust and of trust on EWOMI in Study 1 and on hotel booking intention in Study 2.\u0000\u0000\u0000Originality/value\u0000This study builds the EAM model for the hospitality context and provides novel insights into the moderating effects of vloggers’ negative reviews on the relationships in the EAM.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":" ","pages":""},"PeriodicalIF":4.7,"publicationDate":"2023-02-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42135464","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-02-06DOI: 10.1108/jhtt-11-2021-0330
Shasha Liu, Danni Zheng
Purpose This paper aims to establish and empirically test a theoretical framework to explain the impacts of health quick response (QR) technology trust and acceptance on responsible pandemic travel. Design/methodology/approach The study integrates trust, confidence and cooperation theory and the technology acceptance model (TAM) to address the research aim. Adopting a quota sampling approach, a national online survey of 1,089 respondents was conducted across mainland China. Structural equation modelling is applied to evaluate the proposed hypotheses. Findings Results indicate that health QR code technology trust can improve travel confidence and mitigate travel fear, which influences travel intention and social distancing practices among tourists. However, tourists’ acceptance of health QR codes encourages social distancing behaviours rather than travel intentions. Research limitations/implications The study illustrates the role of health information technology in improving tourist confidence and responsible travel behaviours in a pandemic context. Furthermore, the research supports and adds to the TAM by investigating the relationships between acceptance of health-related technology and pandemic travel behaviour. Practical implications This research helps the local government and tourism managers to evaluate the effectiveness of health QR codes in pandemic travel in China. Strategies for improving tourists’ trust, technology adoption and responsible behaviours are provided. Originality/value This study differs from existing literature by investigating the innovative technology (i.e., health QR codes) in pandemic travel. Given the prevalence of health QR codes after the COVID-19 outbreak, it fills a knowledge gap and provides advice to improve pandemic travel safety.
{"title":"Impacts of tourists’ trust, perception and acceptance of health quick response technology on responsible pandemic travel behaviours","authors":"Shasha Liu, Danni Zheng","doi":"10.1108/jhtt-11-2021-0330","DOIUrl":"https://doi.org/10.1108/jhtt-11-2021-0330","url":null,"abstract":"\u0000Purpose\u0000This paper aims to establish and empirically test a theoretical framework to explain the impacts of health quick response (QR) technology trust and acceptance on responsible pandemic travel.\u0000\u0000\u0000Design/methodology/approach\u0000The study integrates trust, confidence and cooperation theory and the technology acceptance model (TAM) to address the research aim. Adopting a quota sampling approach, a national online survey of 1,089 respondents was conducted across mainland China. Structural equation modelling is applied to evaluate the proposed hypotheses.\u0000\u0000\u0000Findings\u0000Results indicate that health QR code technology trust can improve travel confidence and mitigate travel fear, which influences travel intention and social distancing practices among tourists. However, tourists’ acceptance of health QR codes encourages social distancing behaviours rather than travel intentions.\u0000\u0000\u0000Research limitations/implications\u0000The study illustrates the role of health information technology in improving tourist confidence and responsible travel behaviours in a pandemic context. Furthermore, the research supports and adds to the TAM by investigating the relationships between acceptance of health-related technology and pandemic travel behaviour.\u0000\u0000\u0000Practical implications\u0000This research helps the local government and tourism managers to evaluate the effectiveness of health QR codes in pandemic travel in China. Strategies for improving tourists’ trust, technology adoption and responsible behaviours are provided.\u0000\u0000\u0000Originality/value\u0000This study differs from existing literature by investigating the innovative technology (i.e., health QR codes) in pandemic travel. Given the prevalence of health QR codes after the COVID-19 outbreak, it fills a knowledge gap and provides advice to improve pandemic travel safety.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":" ","pages":""},"PeriodicalIF":4.7,"publicationDate":"2023-02-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46153194","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-02-06DOI: 10.1108/jhtt-02-2021-0040
R. Nasution, N. Windasari, Lidia Mayangsari, Devi Arnita
Purpose There is a limited understanding of experience revelation in tourism. This study aims to fill the gap by investigating the influence of review platforms’ characteristics, i.e. time-dimension and interactivity, on this issue to generate a holistic view of customer experience. Design/methodology/approach This study analysed data from Google Reviews, TripAdvisors and Twitter, consisting of 41,914 records within a three-year span, about Komodo National Park, Indonesia. An explanatory sequential mixed method was performed, adopting quantitative sentiment analysis with a naïve algorithm, opinion lexicon and Latent Dirichlet Allocation for topic modelling, followed by a qualitative analysis. Findings The findings support the proposed interaction between the characteristics of the platforms and the extent of customer experience shared through the platforms. Further elaboration of the data brought up five propositions on the relationship between the time dimension and interactivity characteristics of the review platforms and experience sharing on the platforms. Originality/value This study presents an original and initial effort to gather a holistic view on customer experience. It brings valuable implications to the theory and practice of customer experience management, especially in the tourism sector.
{"title":"Travellers’ online sharing across different platforms: what and why?","authors":"R. Nasution, N. Windasari, Lidia Mayangsari, Devi Arnita","doi":"10.1108/jhtt-02-2021-0040","DOIUrl":"https://doi.org/10.1108/jhtt-02-2021-0040","url":null,"abstract":"\u0000Purpose\u0000There is a limited understanding of experience revelation in tourism. This study aims to fill the gap by investigating the influence of review platforms’ characteristics, i.e. time-dimension and interactivity, on this issue to generate a holistic view of customer experience.\u0000\u0000\u0000Design/methodology/approach\u0000This study analysed data from Google Reviews, TripAdvisors and Twitter, consisting of 41,914 records within a three-year span, about Komodo National Park, Indonesia. An explanatory sequential mixed method was performed, adopting quantitative sentiment analysis with a naïve algorithm, opinion lexicon and Latent Dirichlet Allocation for topic modelling, followed by a qualitative analysis.\u0000\u0000\u0000Findings\u0000The findings support the proposed interaction between the characteristics of the platforms and the extent of customer experience shared through the platforms. Further elaboration of the data brought up five propositions on the relationship between the time dimension and interactivity characteristics of the review platforms and experience sharing on the platforms.\u0000\u0000\u0000Originality/value\u0000This study presents an original and initial effort to gather a holistic view on customer experience. It brings valuable implications to the theory and practice of customer experience management, especially in the tourism sector.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":" ","pages":""},"PeriodicalIF":4.7,"publicationDate":"2023-02-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47513576","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-02-01DOI: 10.1108/jhtt-02-2022-0053
Hwang Kim
Purpose This paper aims to evaluate the impact of the COVID-19 pandemic on the performance of travel cryptocurrency and stock markets over a long period during the pandemic. Design/methodology/approach A generalized autoregressive conditional heteroskedasticity model was developed for 6 travel cryptocurrencies and the top 10 hotel, 7 airline and 26 restaurant stocks listed on the NASDAQ stock exchange. An event-study approach was applied to the emergence of the novel coronavirus and its variant, Omicron. Additionally, abnormal returns of the respective assets in response to such events were estimated. Findings Results indicated that the travel cryptocurrency market did not respond to the early stage of the pandemic, but NASDAQ hotel, restaurant and airline stocks revealed abnormal negative returns when the pandemic manifested in the USA. Upon the official US declaration of a pandemic, both cryptocurrencies and tourism stocks showed abnormal negative returns, but these were considerably greater among stocks than cryptocurrencies. Conversely, in response to the Omicron variant, only hotel, restaurant and airline stocks showed abnormal negative returns. Practical implications These results imply that travel cryptocurrencies are a financial instrument independent of hotel, restaurant or airline stocks. Thus, adopting travel cryptocurrencies may help investors and businesses diversify risk during long-duration crises such as COVID-19. Originality/value To the best of the author’s knowledge, this paper is the first empirical study to investigate the impact of the COVID-19 pandemic on the recently emerging travel cryptocurrency market using an event-study approach to investigate how it differs from tourism stock performances.
{"title":"The impact of the COVID-19 pandemic on travel cryptocurrency and stock market performances: an event-study approach","authors":"Hwang Kim","doi":"10.1108/jhtt-02-2022-0053","DOIUrl":"https://doi.org/10.1108/jhtt-02-2022-0053","url":null,"abstract":"\u0000Purpose\u0000This paper aims to evaluate the impact of the COVID-19 pandemic on the performance of travel cryptocurrency and stock markets over a long period during the pandemic.\u0000\u0000\u0000Design/methodology/approach\u0000A generalized autoregressive conditional heteroskedasticity model was developed for 6 travel cryptocurrencies and the top 10 hotel, 7 airline and 26 restaurant stocks listed on the NASDAQ stock exchange. An event-study approach was applied to the emergence of the novel coronavirus and its variant, Omicron. Additionally, abnormal returns of the respective assets in response to such events were estimated.\u0000\u0000\u0000Findings\u0000Results indicated that the travel cryptocurrency market did not respond to the early stage of the pandemic, but NASDAQ hotel, restaurant and airline stocks revealed abnormal negative returns when the pandemic manifested in the USA. Upon the official US declaration of a pandemic, both cryptocurrencies and tourism stocks showed abnormal negative returns, but these were considerably greater among stocks than cryptocurrencies. Conversely, in response to the Omicron variant, only hotel, restaurant and airline stocks showed abnormal negative returns.\u0000\u0000\u0000Practical implications\u0000These results imply that travel cryptocurrencies are a financial instrument independent of hotel, restaurant or airline stocks. Thus, adopting travel cryptocurrencies may help investors and businesses diversify risk during long-duration crises such as COVID-19.\u0000\u0000\u0000Originality/value\u0000To the best of the author’s knowledge, this paper is the first empirical study to investigate the impact of the COVID-19 pandemic on the recently emerging travel cryptocurrency market using an event-study approach to investigate how it differs from tourism stock performances.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":" ","pages":""},"PeriodicalIF":4.7,"publicationDate":"2023-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44459240","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-27DOI: 10.1108/jhtt-12-2020-0319
Ibrahim Akın Özen, Eda Özgül Katlav
Purpose The purpose of this study is to determine the satisfaction of the guests who stay at hotels offering technology-supported products and services related to the services and products they receive by using the opinion mining technique. Design/methodology/approach In this research, 12,396 customer reviews on booking.com related to ten hotels belonging to a hotel chain using technology-supported products were evaluated with aspect-based sentiment analysis techniques. Findings As a result of this study, it has been determined that using technology in hotel businesses creates a positive impression on customer satisfaction. It has been determined that the enrichment of standard hotel business products such as beds and room lighting with technology, in a way that will not be very costly, affects the guests. In addition, it is interesting that technological features such as robots and room service robots, which are called “High & Technology” in this study, are evaluated by customers in the service process. Practical implications The hotel managements have the opportunity to evaluate the services we offer by analyzing their online comments and to see their own image from the eyes of the guests. Hotel businesses must learn about customer expectations for technologies with high investment costs. This study, which analyzes online customer reviews, enables tourism businesses that offer technology-supported products and services and invest in technology in service delivery, to understand how customers evaluate the service. Originality/value In this study, customer reviews of a hotel group operating in many countries belonging to a hotel group that enriches its standard products with technology and provides service with the concept of a “smart hotel” were examined. This study contributes to the understanding of customers' experience of using technological products in hotel businesses. This study contributes to the literature on customers' satisfaction with technological hotel products and services and the decision of hotels to invest in technology.
{"title":"Aspect-based sentiment analysis on online customer reviews: a case study of technology-supported hotels","authors":"Ibrahim Akın Özen, Eda Özgül Katlav","doi":"10.1108/jhtt-12-2020-0319","DOIUrl":"https://doi.org/10.1108/jhtt-12-2020-0319","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to determine the satisfaction of the guests who stay at hotels offering technology-supported products and services related to the services and products they receive by using the opinion mining technique.\u0000\u0000\u0000Design/methodology/approach\u0000In this research, 12,396 customer reviews on booking.com related to ten hotels belonging to a hotel chain using technology-supported products were evaluated with aspect-based sentiment analysis techniques.\u0000\u0000\u0000Findings\u0000As a result of this study, it has been determined that using technology in hotel businesses creates a positive impression on customer satisfaction. It has been determined that the enrichment of standard hotel business products such as beds and room lighting with technology, in a way that will not be very costly, affects the guests. In addition, it is interesting that technological features such as robots and room service robots, which are called “High & Technology” in this study, are evaluated by customers in the service process.\u0000\u0000\u0000Practical implications\u0000The hotel managements have the opportunity to evaluate the services we offer by analyzing their online comments and to see their own image from the eyes of the guests. Hotel businesses must learn about customer expectations for technologies with high investment costs. This study, which analyzes online customer reviews, enables tourism businesses that offer technology-supported products and services and invest in technology in service delivery, to understand how customers evaluate the service.\u0000\u0000\u0000Originality/value\u0000In this study, customer reviews of a hotel group operating in many countries belonging to a hotel group that enriches its standard products with technology and provides service with the concept of a “smart hotel” were examined. This study contributes to the understanding of customers' experience of using technological products in hotel businesses. This study contributes to the literature on customers' satisfaction with technological hotel products and services and the decision of hotels to invest in technology.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":" ","pages":""},"PeriodicalIF":4.7,"publicationDate":"2023-01-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43555267","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-27DOI: 10.1108/jhtt-05-2021-0156
Sérgio Moro, S. Stellacci
Purpose Online travel reviews platforms have become innovative information systems due to the incorporation of sophisticated gamification elements such as visually appealing badges. This study aims to analyze three features of the review after leveling up a badge: review length (number of words), sentiment scoring and period between two successive reviews (number of days until the next review is written). Design/methodology/approach A total of 77,000 online TripAdvisor reviews written by 100 frequent travelers and contributors are analyzed using a data mining approach. A data-based sensitivity analysis is then conducted to provide an understanding of the data mining trained models. Findings The results show evidence that badges appealing for self-pride (“badge passport”) and for peer-recognition (“badge helpful”) have significant influence across the lifespan of online review, whereas badges simply awarded by counting the contributions have little effect. Originality/value To the best of the authors’ knowledge, this study provides the first analysis of how an experienced traveler is influenced as the badges and points are being awarded. Intrinsic motivational factor to award badges for standard contributions scarcely influence user behavior. Badges need to be designed to reward accomplishments that are not so trivial to be achieved and that do not depend entirely on the user.
{"title":"The role of badges to spur frequent travelers to write online reviews","authors":"Sérgio Moro, S. Stellacci","doi":"10.1108/jhtt-05-2021-0156","DOIUrl":"https://doi.org/10.1108/jhtt-05-2021-0156","url":null,"abstract":"\u0000Purpose\u0000Online travel reviews platforms have become innovative information systems due to the incorporation of sophisticated gamification elements such as visually appealing badges. This study aims to analyze three features of the review after leveling up a badge: review length (number of words), sentiment scoring and period between two successive reviews (number of days until the next review is written).\u0000\u0000\u0000Design/methodology/approach\u0000A total of 77,000 online TripAdvisor reviews written by 100 frequent travelers and contributors are analyzed using a data mining approach. A data-based sensitivity analysis is then conducted to provide an understanding of the data mining trained models.\u0000\u0000\u0000Findings\u0000The results show evidence that badges appealing for self-pride (“badge passport”) and for peer-recognition (“badge helpful”) have significant influence across the lifespan of online review, whereas badges simply awarded by counting the contributions have little effect.\u0000\u0000\u0000Originality/value\u0000To the best of the authors’ knowledge, this study provides the first analysis of how an experienced traveler is influenced as the badges and points are being awarded. Intrinsic motivational factor to award badges for standard contributions scarcely influence user behavior. Badges need to be designed to reward accomplishments that are not so trivial to be achieved and that do not depend entirely on the user.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":" ","pages":""},"PeriodicalIF":4.7,"publicationDate":"2023-01-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44574695","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-27DOI: 10.1108/jhtt-12-2020-0321
Thuc-Doan Do, L. N. Pereira
Purpose This paper aims to provide a comprehensive understanding of Vietnamese consumers’ perceived value and to explore the relationships between its constructs, satisfaction and (e)word-of-mouth (WOM) intentions towards Airbnb. Moreover, the relationship between traditional WOM and electronic WOM (eWOM) was also investigated. Design/methodology/approach An electronic survey was applied to collect data on a sample of Vietnamese Airbnb guests. A total of 352 questionnaires were collected, from which 163 eligible Airbnb users remained for data analysis. The partial least square approach to structural equation modelling was used to analyse the data. Findings The findings suggested that monetary, functional and hedonic benefits significantly impact Vietnamese customer satisfaction (CS) with Airbnb accommodation, which, in turn, acts as a direct effect and mediator in encouraging customers’ (e)WOM-giving intentions. Moreover, traditional WOM intention positively influences eWOM giving intention. Originality/value This study provides a better comprehension of customers’ perceived value that influences CS and their (e)WOM intentions towards Airbnb. Secondly, it extends the literature on WOM intentions from the message communicator’s perspective by confirming the positive association between traditional and eWOM-giving intentions. Finally, this paper reveals insights into the sharing accommodation in a fast-growing market in South East Asia (Vietnam), which supports sharing accommodation platforms and service providers to develop appropriate marketing strategies.
{"title":"Understanding Vietnamese consumers’ perception and word-of-mouth intentions towards Airbnb","authors":"Thuc-Doan Do, L. N. Pereira","doi":"10.1108/jhtt-12-2020-0321","DOIUrl":"https://doi.org/10.1108/jhtt-12-2020-0321","url":null,"abstract":"\u0000Purpose\u0000This paper aims to provide a comprehensive understanding of Vietnamese consumers’ perceived value and to explore the relationships between its constructs, satisfaction and (e)word-of-mouth (WOM) intentions towards Airbnb. Moreover, the relationship between traditional WOM and electronic WOM (eWOM) was also investigated.\u0000\u0000\u0000Design/methodology/approach\u0000An electronic survey was applied to collect data on a sample of Vietnamese Airbnb guests. A total of 352 questionnaires were collected, from which 163 eligible Airbnb users remained for data analysis. The partial least square approach to structural equation modelling was used to analyse the data.\u0000\u0000\u0000Findings\u0000The findings suggested that monetary, functional and hedonic benefits significantly impact Vietnamese customer satisfaction (CS) with Airbnb accommodation, which, in turn, acts as a direct effect and mediator in encouraging customers’ (e)WOM-giving intentions. Moreover, traditional WOM intention positively influences eWOM giving intention.\u0000\u0000\u0000Originality/value\u0000This study provides a better comprehension of customers’ perceived value that influences CS and their (e)WOM intentions towards Airbnb. Secondly, it extends the literature on WOM intentions from the message communicator’s perspective by confirming the positive association between traditional and eWOM-giving intentions. Finally, this paper reveals insights into the sharing accommodation in a fast-growing market in South East Asia (Vietnam), which supports sharing accommodation platforms and service providers to develop appropriate marketing strategies.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":" ","pages":""},"PeriodicalIF":4.7,"publicationDate":"2023-01-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44966354","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-24DOI: 10.1108/jhtt-12-2021-0345
Mark Anthony Camilleri, Ciro Troise, Metin Kozak
Purpose Customers are increasingly using mobile applications (apps) to compare prices of travel and hospitality services and to purchase their itineraries, tours and stays. This study aims to explore key factors affecting the individuals’ perceptions on the usefulness of travel apps and sheds light on the causal paths predicting the individuals’ dispositions to use them. Design/methodology/approach Quantitative data was gathered from 1,320 research participants, who were members of popular social media groups. They were analyzed through a composite-based partial least squares approach. Findings The results confirm that information quality, source credibility and the functionality of travel apps are significantly affecting the individuals’ perceptions about their usefulness as well as their intentions to continue using them in future. They also indicate that there are highly significant indirect effects within the information technology adoption model. Research limitations/implications This study integrates the information quality and source credibility factors from the information adoption model (IAM) with a functionality construct that was drawn from electronic service quality. This study examines their effects on the technology acceptance model (TAM)’s perceived usefulness and behavioral intentions. Practical implications This research implies that there is scope for the travel service providers to enhance the quality and functionality of their mobile apps to improve their consumers’ perceptions about the utilitarian value of these ubiquitous technologies. Originality/value This contribution raises awareness on the importance of incorporating a functionality construct in addition to IAM and/or TAM “usability” factors to better understand the individuals’ dispositions to avail themselves of online content and/or to adopt interactive innovations. In this case, it implies that certain functionality features of travel apps, including their responsiveness and technical capabilities, can trigger users to increase their engagement with these mobile technologies on a habitual basis.
{"title":"Functionality and usability features of ubiquitous mobile technologies: the acceptance of interactive travel apps","authors":"Mark Anthony Camilleri, Ciro Troise, Metin Kozak","doi":"10.1108/jhtt-12-2021-0345","DOIUrl":"https://doi.org/10.1108/jhtt-12-2021-0345","url":null,"abstract":"Purpose Customers are increasingly using mobile applications (apps) to compare prices of travel and hospitality services and to purchase their itineraries, tours and stays. This study aims to explore key factors affecting the individuals’ perceptions on the usefulness of travel apps and sheds light on the causal paths predicting the individuals’ dispositions to use them. Design/methodology/approach Quantitative data was gathered from 1,320 research participants, who were members of popular social media groups. They were analyzed through a composite-based partial least squares approach. Findings The results confirm that information quality, source credibility and the functionality of travel apps are significantly affecting the individuals’ perceptions about their usefulness as well as their intentions to continue using them in future. They also indicate that there are highly significant indirect effects within the information technology adoption model. Research limitations/implications This study integrates the information quality and source credibility factors from the information adoption model (IAM) with a functionality construct that was drawn from electronic service quality. This study examines their effects on the technology acceptance model (TAM)’s perceived usefulness and behavioral intentions. Practical implications This research implies that there is scope for the travel service providers to enhance the quality and functionality of their mobile apps to improve their consumers’ perceptions about the utilitarian value of these ubiquitous technologies. Originality/value This contribution raises awareness on the importance of incorporating a functionality construct in addition to IAM and/or TAM “usability” factors to better understand the individuals’ dispositions to avail themselves of online content and/or to adopt interactive innovations. In this case, it implies that certain functionality features of travel apps, including their responsiveness and technical capabilities, can trigger users to increase their engagement with these mobile technologies on a habitual basis.","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-01-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136083695","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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