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ChatGPT and online service recovery: How potential customers react to managerial responses of negative reviews ChatGPT 和在线服务恢复：潜在客户如何应对管理层对负面评论的回应
IF 10.9 1区 管理学
Tourism Management Pub Date : 2024-09-20 DOI: 10.1016/j.tourman.2024.105057
Karen Pei-Sze Tan , Yi Vanessa Liu , Stephen Wayne Litvin
{"title":"ChatGPT and online service recovery: How potential customers react to managerial responses of negative reviews","authors":"Karen Pei-Sze Tan ,&nbsp;Yi Vanessa Liu ,&nbsp;Stephen Wayne Litvin","doi":"10.1016/j.tourman.2024.105057","DOIUrl":"10.1016/j.tourman.2024.105057","url":null,"abstract":"<div><p>This study investigates the efficacy of generative artificial intelligence in online service recovery; specifically, the use of ChatGPT (vs. human employees) in preparing managerial response(s) (MR or MRs) to online hotel reviews is considered. ChatGPT could be used to generate human-like MRs for online service recovery but this could backfire due to algorithm aversion when an individual discounts algorithm decisions relative to human-made decisions. Data collected via interviews, a modified Turing test and an online experiment provide empirical support for this. Findings reveal that potential customers could not clearly differentiate between the two types of MR and could not clearly identify the ‘better’ of the two. Yet, when informed of the MR source, ChatGPT MRs led to lower affective, cognitive and conative outcomes. Findings also unveiled perceived authenticity and uncanniness as significant parallel mediating pathways in this algorithm aversion. Theoretical and managerial implications are discussed.</p></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"107 ","pages":"Article 105057"},"PeriodicalIF":10.9,"publicationDate":"2024-09-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142271549","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
IF 10.9 1区 管理学
Tourism Management Pub Date : 2024-09-19 DOI: 10.1016/j.tourman.2024.105053
Kyungjae Jang
{"title":"","authors":"Kyungjae Jang","doi":"10.1016/j.tourman.2024.105053","DOIUrl":"10.1016/j.tourman.2024.105053","url":null,"abstract":"","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"107 ","pages":"Article 105053"},"PeriodicalIF":10.9,"publicationDate":"2024-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142242484","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Exploring uncharted digital horizons: Role of internet self-efficacy in shaping the destination preferences of senior tourists 探索未知的数字世界：互联网自我效能在塑造老年游客目的地偏好中的作用
IF 10.9 1区 管理学
Tourism Management Pub Date : 2024-09-19 DOI: 10.1016/j.tourman.2024.105056
Guangmei Jia , Lisa C. Wan , Xin Liu , Ji Wen
{"title":"Exploring uncharted digital horizons: Role of internet self-efficacy in shaping the destination preferences of senior tourists","authors":"Guangmei Jia ,&nbsp;Lisa C. Wan ,&nbsp;Xin Liu ,&nbsp;Ji Wen","doi":"10.1016/j.tourman.2024.105056","DOIUrl":"10.1016/j.tourman.2024.105056","url":null,"abstract":"<div><p>The senior tourist market is expanding due to longer lifespans, yet there is insufficient research on their preference for holiday choice, especially in the digital era. This study investigated the influence of internet self-efficacy on destination choice preferences among senior tourists. Through five experiments, we discovered that higher levels of internet self-efficacy among seniors led to a pronounced preference for desirability, whereas those with lower levels were inclined towards feasibility. This effect is mediated by the sense of autonomy that internet self-efficacy instills. This inclination holds true only for seniors with a fixed (vs. growth) mindset and when they travel with an incompetent (vs. competent) companion. These findings significantly contribute to the empirical investigation of senior tourist decision-making in the digital environment, providing valuable empirical insights for practitioners seeking to target the senior market.</p></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"107 ","pages":"Article 105056"},"PeriodicalIF":10.9,"publicationDate":"2024-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142242482","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
IF 10.9 1区 管理学
Tourism Management Pub Date : 2024-09-19 DOI: 10.1016/j.tourman.2024.105055
Beatrice Waleghwa
{"title":"","authors":"Beatrice Waleghwa","doi":"10.1016/j.tourman.2024.105055","DOIUrl":"10.1016/j.tourman.2024.105055","url":null,"abstract":"","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"107 ","pages":"Article 105055"},"PeriodicalIF":10.9,"publicationDate":"2024-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142271551","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
General vs. specific: How location information control drives performance in peer-to-peer accommodation 一般与特殊：位置信息控制如何驱动点对点住宿的性能
IF 10.9 1区 管理学
Tourism Management Pub Date : 2024-09-18 DOI: 10.1016/j.tourman.2024.105037
Chenze Wang , Xiaoxiao Liu , Zhenxin Xiao , Xiang Gong , Jinming Dang
{"title":"General vs. specific: How location information control drives performance in peer-to-peer accommodation","authors":"Chenze Wang ,&nbsp;Xiaoxiao Liu ,&nbsp;Zhenxin Xiao ,&nbsp;Xiang Gong ,&nbsp;Jinming Dang","doi":"10.1016/j.tourman.2024.105037","DOIUrl":"10.1016/j.tourman.2024.105037","url":null,"abstract":"<div><p>Unlike traditional hotels that explicitly specify their geographical locations, hosts on peer-to-peer accommodation platforms can partially conceal their properties' location information, showcasing only a general area in public searches for potential guests. However, the impact of this information control has been underexplored. Drawing upon the communication privacy management theory and leveraging a unique Airbnb panel dataset from multiple sources, this study investigates the effect of partial location information concealment on property sales performance. Findings show that partially concealing location information leads to an 18.4% increase in occupancy rates compared to disclosing specific location details. Additionally, the effect of location concealment is contingent upon co-owner responsibility boundaries (i.e., host identity verification, guest screening), as well as environmental density boundaries (i.e., population density, listing density). Furthermore, a scenario-based experiment confirms the main effect, and reveals that guests’ sense of control and perceived risks serve as the underlying mechanisms driving this direct effect.</p></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"107 ","pages":"Article 105037"},"PeriodicalIF":10.9,"publicationDate":"2024-09-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142242480","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
IF 10.9 1区 管理学
Tourism Management Pub Date : 2024-09-18 DOI: 10.1016/j.tourman.2024.105054
Isabella Q. Ye
{"title":"","authors":"Isabella Q. Ye","doi":"10.1016/j.tourman.2024.105054","DOIUrl":"10.1016/j.tourman.2024.105054","url":null,"abstract":"","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"107 ","pages":"Article 105054"},"PeriodicalIF":10.9,"publicationDate":"2024-09-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142242483","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
The dynamic joint roles of green human resource management and environmentally specific transformational leadership on team green behavior 绿色人力资源管理和特定环境变革型领导力对团队绿色行为的动态共同作用
IF 10.9 1区 管理学
Tourism Management Pub Date : 2024-09-17 DOI: 10.1016/j.tourman.2024.105046
Ziying Mo , Matthew Tingchi Liu , Ivan Ka Wai Lai
{"title":"The dynamic joint roles of green human resource management and environmentally specific transformational leadership on team green behavior","authors":"Ziying Mo ,&nbsp;Matthew Tingchi Liu ,&nbsp;Ivan Ka Wai Lai","doi":"10.1016/j.tourman.2024.105046","DOIUrl":"10.1016/j.tourman.2024.105046","url":null,"abstract":"<div><p>Despite the increasing research interest in green human resource management (GHRM) and environmentally specific transformational leadership (ESTFL) in the tourism and hospitality sectors, both research fields remain largely separate, with few studies considering their dynamic interactions. Drawing on person–environment fit theory, the current research contributes to both fields by examining how GHRM and ESTFL together dynamically shape team green behavior through different team green climate processes. The research proposes that GHRM and ESTFL positively interact in the supplementary fit to shape team green behavior through team green priority climate, whereas they negatively interact in the complementary fit to shape team green behavior through team green psychological climate. The proposed model was tested using two independent surveys including Chinese (Study 1) and US (Study 2) tourism and hospitality employees. The findings support the research hypotheses. This research has theoretical and practical implications for green tourism and hospitality management.</p></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"107 ","pages":"Article 105046"},"PeriodicalIF":10.9,"publicationDate":"2024-09-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142242481","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
IF 10.9 1区 管理学
Tourism Management Pub Date : 2024-09-14 DOI: 10.1016/j.tourman.2024.105052
Rodney Westerlaken
{"title":"","authors":"Rodney Westerlaken","doi":"10.1016/j.tourman.2024.105052","DOIUrl":"10.1016/j.tourman.2024.105052","url":null,"abstract":"","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"107 ","pages":"Article 105052"},"PeriodicalIF":10.9,"publicationDate":"2024-09-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142232889","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Restaurant survival prediction using machine learning: Do the variance and sources of customers’ online reviews matter? 利用机器学习预测餐厅生存状况：顾客在线评论的差异和来源重要吗？
IF 10.9 1区 管理学
Tourism Management Pub Date : 2024-09-13 DOI: 10.1016/j.tourman.2024.105038
Hengyun Li , Anqi Zhou , Xiang (Kevin) Zheng , Jian Xu , Jing Zhang
{"title":"Restaurant survival prediction using machine learning: Do the variance and sources of customers’ online reviews matter?","authors":"Hengyun Li ,&nbsp;Anqi Zhou ,&nbsp;Xiang (Kevin) Zheng ,&nbsp;Jian Xu ,&nbsp;Jing Zhang","doi":"10.1016/j.tourman.2024.105038","DOIUrl":"10.1016/j.tourman.2024.105038","url":null,"abstract":"<div><p>Restaurant constitutes an essential part of the tourism industry. In times of uncertainty and transition, restaurant survival prediction is vital for deepening organizations' understanding of business performance and facilitating decisions. By tapping into online reviews, a prevalent form of user-generated content, this study identifies review variance as a leading indicator of restaurants’ survival drawing from data on 2838 restaurants in Boston and their corresponding reviews. Machine learning–based survival analysis shows that models integrating fine-grained review variance (i.e., review rating variance, overall review sentiment variance, and fine-grained review sentiment variance) outperform models that do not account for these factors in restaurant survival prediction before and during the pandemic. Furthermore, in most cases, expert reviews hold stronger predictive power for pre-pandemic restaurant survival than non-expert and all forms of reviews. This study contributes to the literature on business survival prediction and guides industry practitioners in monitoring and enhancing their enterprises.</p></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"107 ","pages":"Article 105038"},"PeriodicalIF":10.9,"publicationDate":"2024-09-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142228704","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
The role of local adaptive capacity in marine ecotourism scenarios 地方适应能力在海洋生态旅游方案中的作用
IF 10.9 1区 管理学
Tourism Management Pub Date : 2024-09-10 DOI: 10.1016/j.tourman.2024.105039
I Wayan Koko Suryawan , Vania Dian Gunawan , Chun-Hung Lee
{"title":"The role of local adaptive capacity in marine ecotourism scenarios","authors":"I Wayan Koko Suryawan ,&nbsp;Vania Dian Gunawan ,&nbsp;Chun-Hung Lee","doi":"10.1016/j.tourman.2024.105039","DOIUrl":"10.1016/j.tourman.2024.105039","url":null,"abstract":"<div><p>Understanding and enhancing local adaptive capacity is crucial for the sustainable development of marine ecotourism. This research explores the adaptive capacities of local stakeholders in the West Bali National Park (WBNP), Indonesia, focusing on marine ecotourism. The research uses a mixed-methods approach, combining stakeholder interviews and a comprehensive questionnaire based on the choice experiment method. This approach ensures a holistic exploration of the dynamics of marine ecotourism in the WBNP. The investigation focuses on three key scenarios: understanding the evolving needs of contemporary tourism facilities (infrastructure adaptability), promoting the integration of indigenous traditions into ecotourism ventures (cultural consciousness), and combining both infrastructural and cultural aspects into a comprehensive adaptive strategy (holistic approach). The insights gathered in this research serve as a guide for marine ecotourism strategies, emphasizing the importance of innovative and adaptive approaches for the future of sustainable ecotourism in the WBNP.</p></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"107 ","pages":"Article 105039"},"PeriodicalIF":10.9,"publicationDate":"2024-09-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142164793","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
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