Consumer Behavior in Tourism and Hospitality最新文献

{"title":"Analyzing user-generated content to improve customer satisfaction at local wine tourism destinations: an analysis of Yelp and TripAdvisor reviews","authors":"Benjamin Garner, David Kim","doi":"10.1108/cbth-03-2022-0077","DOIUrl":"https://doi.org/10.1108/cbth-03-2022-0077","url":null,"abstract":"\u0000Purpose\u0000Social media use has increased in recent years, and businesses are looking to capitalize on the plethora of marketing opportunities afforded by this digital shift by paying attention to user-generated content (UGC) posted on review websites. Leveraging UGC can help small businesses gain a competitive advantage over late-adopters. At the same time, there is evidence to suggest that small businesses do not have the time, resources or skill level to properly use social media to create a competitive advantage. This paper aims to explore how wine tourism businesses can analyze consumer feedback on online review websites to evaluate customer perceptions and expectations and generate more effective ways to improve customer satisfaction.\u0000\u0000\u0000Design/methodology/approach\u0000The qualitative method of thematic analysis was used to map out consumer reviews online to assess service satisfaction and dissatisfaction. A total of 848 reviews were gathered and qualitatively analyzed from two online review websites (TripAdvisor.com and Yelp.com) using open and axial coding and thematic analysis.\u0000\u0000\u0000Findings\u0000The results show that wine consumers are interested in the hedonic aspects of their experience, are most often attracted to wineries as a special outing and focus on factors such as scenery and atmosphere, service quality and products in their reviews. Hence, service and sales personnel have a key opportunity to capitalize on generating better service experiences through social media analysis.\u0000\u0000\u0000Originality/value\u0000The present study fills a gap by providing a more in-depth, qualitative exploration of the wine consumers’ psychology and experience, including factors such as atmosphere and special occasions. Furthermore, this study uses interpretive, manual coding to pick up on nuanced themes that are often missed by using automated qualitative analysis software or by looking at frequency counts in isolation.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-10-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123834633","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}

{"title":"Country image effects after the Brexit crisis. A cross-cultural comparison","authors":"C. Aragonés-Jericó, Carmen Rodríguez-Santos, Natalia Vila-López, I. Küster-Boluda","doi":"10.1108/cbth-01-2022-0008","DOIUrl":"https://doi.org/10.1108/cbth-01-2022-0008","url":null,"abstract":"\u0000Purpose\u0000In the context of Brexit, this study aims to analyse whether the worsening of the UK’s image might have triggered: worse feelings towards the tourism workers and a decrease in the final intention to travel to the UK. This paper compares responses from high and low-context tourists to identify at which target the reactions are more intense.\u0000\u0000\u0000Design/methodology/approach\u0000Hypotheses were formulated in a general model based on the theory of reasoned action applied to Country Image in the tourism sector, comparing the model in high (150 responses) versus low-context (406 responses) scenarios. Structural equation modelling methodology was used.\u0000\u0000\u0000Findings\u0000The intention to travel to the UK worsens when two out of the three dimensions of country image worsen (aesthetical and functional) and also when feelings towards workers in this country worsen. Related to cross-cultural differences, the main effect on feelings towards workers comes from the normative dimension of the UK’s image, together with the aesthetic perception. Moreover, travellers’ intentions are influenced by functional and aesthetic perceptions of the country as well as feelings towards workers. High-context cultures showed a significantly stronger effect of the aesthetic dimension of the country on feelings towards workers.\u0000\u0000\u0000Originality/value\u0000This paper tries to advance the understanding of how feelings towards employees in the UK can determine future visits to this destination. In addition, some cultural differences may explain why low-context cultures are more affected by the worsening of the UK’s image after Brexit.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"16 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-09-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134370117","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}

{"title":"Impact of destination brand experience on destination advocacy: trust and loyalty as moderators","authors":"Shalini Srivastava, Poornima Madan, B. Dey, Abdul Qadir, Jones Mathew","doi":"10.1108/cbth-01-2022-0002","DOIUrl":"https://doi.org/10.1108/cbth-01-2022-0002","url":null,"abstract":"\u0000Purpose\u0000The purpose of this paper is to assess impact of destination brand experience (DBE) on destination advocacy (DA) and to assess the role of trust and loyalty as moderators in the relationship.\u0000\u0000\u0000Design/methodology/approach\u0000Data was collected from a sample of 595 tourists from destinations in India. This study used structural equation modeling and moderated regression analysis to test the hypotheses.\u0000\u0000\u0000Findings\u0000Results confirm the impact of all four dimensions of DBE (sensory, behavioral, affective and intellectual) on DA. Furthermore, the moderating role of loyalty and trust is established.\u0000\u0000\u0000Research limitations/implications\u0000The study sample is drawn from only few Indian destinations. India boasts of several different types of destinations (wildlife, adventure, heritage, etc.). Future studies may do a comparative analysis of the influence of DBE dimensions across diverse destination types.\u0000\u0000\u0000Originality/value\u0000Although past studies have examined the association between DBE and outcomes such as visit intentions, intention to recommend a destination, there is paucity of research that explores the direct association between DBE and DA. The uniqueness of the study lies in associating loyalty and trust as moderators in the relationship of DBE and DA.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-09-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116983775","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}

{"title":"Analyzing the strength of novelty and meaningfulness in astrotourism experiences: the mediating role of hedonism","authors":"A. Rodrigues, S. Loureiro","doi":"10.1108/cbth-01-2022-0027","DOIUrl":"https://doi.org/10.1108/cbth-01-2022-0027","url":null,"abstract":"\u0000Purpose\u0000This study aims to explore the relationships among novelty, meaningfulness, hedonism and loyalty in the context of an astrotourism experience.\u0000\u0000\u0000Design/methodology/approach\u0000Data were collected using a convenience sample at an astrotourism event in Portugal. A self‐administered questionnaire was designed using established scales. In total, 296 usable responses were analyzed using partial least square (PLS)-structural equation modeling.\u0000\u0000\u0000Findings\u0000The result of the structural model shows that novelty and meaningfulness affect hedonism, which in turn influences loyalty. Novelty and meaningfulness contribute 62.8% to the variance in hedonism and 31.3% to the variability in loyalty.\u0000\u0000\u0000Originality/value\u0000This study deepens knowledge of the tourist behavior of astrotourists. Destinations and managers that develop astrotourism activities can also benefit from deeper knowledge about the emotional process of the astrotourism experience and its impact on behavioral loyalty.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"18 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-09-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129384075","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}

{"title":"The learning model of crisis management: the COVID-19 case in the hospitality industry","authors":"Bin Li, T. Zhang, Yuting Chen, Nan Hua","doi":"10.1108/cbth-11-2021-0261","DOIUrl":"https://doi.org/10.1108/cbth-11-2021-0261","url":null,"abstract":"\u0000Purpose\u0000This study aims to explore the underlying mechanisms that support the resilience of the Chinese hospitality industry during and after the COVID-19 epidemic.\u0000\u0000\u0000Design/methodology/approach\u0000Content analysis was applied to 133 manually collected text articles about COVID-19 responses and strategies.\u0000\u0000\u0000Findings\u0000A two-step learning model (emergency reaction, precautions and prevention stages) was identified in the study. In the emergency reaction step, the primary strategies were related to customers, employees, suppliers and facility/food. In the precautions and prevention step, the strategies were related to customers, employees, suppliers and society/public relations. Multiple stakeholders are discussed in the two circles over a continual process in the learning, reacting and adapting stages.\u0000\u0000\u0000Originality/value\u0000A gap in the literature is filled by this study, providing a learning model and synthesizing various strategies applied in the hotel sector for multiple stakeholders.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"9 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-09-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129715233","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}

{"title":"Sources of negative memorable experiences: Finnish Airbnb guest perspectives","authors":"Erose Sthapit, Peter Björk","doi":"10.1108/cbth-02-2022-0045","DOIUrl":"https://doi.org/10.1108/cbth-02-2022-0045","url":null,"abstract":"\u0000Purpose\u0000This study aims to bridge the gaps in the extant literature on memorable tourism experiences (MTEs) and Airbnb by exploring the sources of negative memorable Airbnb experiences among Finnish guests.\u0000\u0000\u0000Design/methodology/approach\u0000This study used a qualitative approach and used data collected through semi-structured interviews. The sampling criteria for selecting participants were that they must be Finnish nationals who had booked and stayed in an Airbnb accommodation within the past 36 months. The participants were selected using a criteria-based snowball sampling technique. A qualitative empirical study was conducted using self-structured interviews that were completed by 18 Finnish tourists who had stayed at an Airbnb property in the past three years.\u0000\u0000\u0000Findings\u0000Three main sources constitute the conceptual framework of a negative memorable Airbnb experience: unclean accommodations, unpleasant host behaviour and poor customer service.\u0000\u0000\u0000Practical implications\u0000Airbnb management should make efforts to reduce guests’ negative experiences. This goal can be achieved by developing service-quality-management policies and strategies that are standardised, clear and universally applicable to all hosts. In addition, Airbnb management should recruit qualified customer service personnel and equip them with service recovery skills through training and control mechanisms. Such training should focus on upgrading their ability to handle complaints.\u0000\u0000\u0000Originality/value\u0000This study responds to the need to examine negative incidents that are a part of MTEs and the sources of negative memories. The originality of this study includes the extension of the existing literature on MTEs and Airbnb, as a conceptual framework of negative memorable Airbnb experiences that comprises three main components: unclean rooms, unpleasant host behaviour and poor customer service has been proposed.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"9 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-09-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126033852","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}

{"title":"The effect of transformational, transactional and authentic leadership on innovation: the mediating role of organizational culture","authors":"Kareem A. Rashwan, Meril Ghaly","doi":"10.1108/cbth-09-2021-0216","DOIUrl":"https://doi.org/10.1108/cbth-09-2021-0216","url":null,"abstract":"\u0000Purpose\u0000This study aims to investigate the effects of different leadership styles, transformational, transactional and authentic leadership, on travel agents’ innovational behavior, with organizational culture as a mediator.\u0000\u0000\u0000Design/methodology/approach\u0000The study aim was achieved by using an integrative model using LISREL 8.80. Quantitative research was used using a questionnaire. A convenient sampling technique was used to select the sample. A total of 500 questionnaires were distributed to travel agents, out of which 415 were returned, and 376 usable ones were statistically handled (75.2% response rate).\u0000\u0000\u0000Findings\u0000Transformational leadership has a significant impact on organizational culture (ß = 0.34) and innovational behavior (ß = 0.46). Authentic leadership has a significant impact on both organizational culture (ß = 0.38) and innovational behavior (ß = 0.52). Transactional leadership significantly impacts organizational culture (ß = 0.38); however, it has no significant impact on innovational behavior (ß = 0.31). The positive influence of leadership styles on innovative behavior is mediated by innovative organizational culture (ß = 0.92).\u0000\u0000\u0000Research limitations/implications\u0000Further research should explore the relationship between other leadership styles and innovation. Additionally, investigates the relationship between organizational culture factors and innovation. This study targeted category “A” travel agencies. Therefore, to generalize the study findings, the study should be replicated with other categories of travel agencies.\u0000\u0000\u0000Practical implications\u0000Travel agencies organizations should invest in managers who adopt authentic and transformational leadership, whereas transactional leaders are urged to be open to new ideas, invest in the knowledge and skills of their employees, encourage friendly communication with their employees and ensure that there are reasonable punishment and reward systems within the organization.\u0000\u0000\u0000Originality/value\u0000This study presents new insights into tourism field by integrating the study variables (organizational culture, innovative behavior and leadership style), into one framework, particularly in developing countries’ contexts.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"136 1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-09-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132044581","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}

{"title":"Factors influencing tourists’ nightlife experience in Belgrade","authors":"Marijana Seočanac, D. Dimitrovski","doi":"10.1108/cbth-11-2021-0279","DOIUrl":"https://doi.org/10.1108/cbth-11-2021-0279","url":null,"abstract":"\u0000Purpose\u0000This study aims to understand the impact that the experience environment has on the nightlife experience, as well as to identify the factors from the nightlifescape that most influence the tourists’ experience in Belgrade. Additionally, this study seeks to discover whether these factors changed after the outbreak of the COVID-19 pandemic.\u0000\u0000\u0000Design/methodology/approach\u0000To achieve the study’s objectives, 679 tourist reviews were collected from one of the most popular travel platforms, TripAdvisor, and analyzed using RapidMiner, the popular software for data/text mining.\u0000\u0000\u0000Findings\u0000The perception of the physical aspects of the experience environment, the presence of other tourists and the feeling of acceptance are identified as the key factors that influence tourists’ nightlife experience. This study also found that certain factors from the social and sensory environment, such as staff, the presence of other people, the atmosphere and music, had a positive impact on the tourist experience and their intention to recommend the nightlife experience in Belgrade. Moreover, it was discovered that the COVID-19 pandemic did not provoke changes in the main factors influencing tourists’ nightlife experience.\u0000\u0000\u0000Originality/value\u0000The perception of tourists about Belgrade during the night contributes to the growing body of tourism literature on destination image. Focusing solely on the perception of tourists about Belgrade during the night, this study adds a temporal determinant to the destination image, which can be considered as a valuable add on to the current knowledge in the field.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"40 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133034307","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}

{"title":"Has COVID-19 influenced the perceived quality of service of hotels?","authors":"Carlos Díaz-Santamaría, J. Bulchand-Gidumal, Santiago Melián-González","doi":"10.1108/cbth-01-2022-0014","DOIUrl":"https://doi.org/10.1108/cbth-01-2022-0014","url":null,"abstract":"\u0000Purpose\u0000The purpose of this paper is to analyze the perceived quality of service by guests in the reopening process during the COVID-19 pandemic.\u0000\u0000\u0000Design/methodology/approach\u0000The authors analyzed 1,679 TripAdvisor reviews from 2019 and 2020 that were written for hotels in Gran Canaria, Spain. The authors compared the average rating for 2019 and 2020 and the authors performed a content analysis of the reviews.\u0000\u0000\u0000Findings\u0000Guests perceived the quality of their stay to be worse during 2020, especially regarding food and beverage and staff behavior. The only service quality dimension that showed an improvement was related to open-air hotel installations.\u0000\u0000\u0000Research limitations/implications\u0000The authors only analyzed reviews in one language. The authors were not able to determine if the lower ratings in 2020 were due to the way in which they perceived the quality of service or to the fact that the quality of service was objectively worse.\u0000\u0000\u0000Originality/value\u0000This paper contributes to theory development in the field of hospitality management by providing new insights into how external events can influence hotel services and guests’ perceptions. This research shows how a health crisis that is external to the tourism industry has caused an impact on hotel staff management and on how hotel staff behavior is perceived. However, it is also possible that regardless of anything managers do, the rating that a guest awards a hotel will be lower than it would have been before the pandemic.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-08-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115954277","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}

{"title":"Modeling brand color emotions, perceived brand creativity, perceived value, and brand loyalty in the context of theme parks","authors":"A. Milman, A. Tasci","doi":"10.1108/cbth-01-2022-0006","DOIUrl":"https://doi.org/10.1108/cbth-01-2022-0006","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to identify the influence of perceived brand color emotions on perceived brand creativity, assess the influence of perceived brand creativity on utilitarian and hedonic values, measure the impact of hedonic and utilitarian values on brand loyalty and evaluate the role of different theme park color schemes in influencing these relationships.\u0000\u0000\u0000Design/methodology/approach\u0000The study modeled the proposed relationships by analyzing data from an online survey using partial least squares structural equation modeling. Respondents were presented with different color schemes to induce certain emotions before answering questions.\u0000\u0000\u0000Findings\u0000The results showed that the valence and arousal of emotions incited by various colors lead to a perception of creativity for theme park products, which then influence both utilitarian and hedonic values and thus brand loyalty. When the model was compared for seven different color schemes for a theme park brand, differences seem sporadic rather than systematic.\u0000\u0000\u0000Research limitations/implications\u0000The online nature and timing of the study may have prohibited authentic reactions from consumers as the US theme park industry is currently in its recovery mode.\u0000\u0000\u0000Practical implications\u0000While the results did not identify a specific preferred color scheme, theme park executives should continue using a variety of color combinations to generate visitor perceptions of novelty and creativity that would impact their perceived hedonistic and utilitarian values.\u0000\u0000\u0000Originality/value\u0000The study empirically tests color influences on a brand’s perceived creativity and its consequences on a brand’s utilitarian and hedonic values and brand loyalty.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"367 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-07-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115894454","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}