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Channel coordination has become an essential part of researching hotel supply chain management practices. This paper develops an improved channel coordination approach to coordinate the profit distribution between hotels and online travel agencies (OTAs) achieved through an introduction of advertising fees. This direction further improves the decentralization of cooperation and achieves Pareto improvement to achieve mutual profitability.

The methodology used in this study involves Stackelberg game theory employed for the decision-making and analysis of both the hotel and OTA. The OTA, acting as the leader, offers a hotel a contract specifying the commission rate that the hotel will pay to the respective OTA. The hotel, acting as a follower, sets a self-interested room rate as a given response. A deterministic, price-sensitive linear demand function is utilized to derive possible analytical solutions once centralized, noncooperative decentralization and cooperative decentralized channel occurs.

Results show that a new channel coordination approach is possible, namely via advertising fees. Prior to channel coordination, the OTA tends to set a higher commission rate, and the hotel sets a higher room rate in response under noncooperative decentralization. As such, this results in a lower channel-wide profit for all. One way to reduce channel-wide profit loss is to use a method of cooperative decentralization, which can, and will result in optimal profit as centralization takes place. However, the lack of incentives makes cooperative decentralization unfeasible. Further improvement is possible by using advertising fees based on a cooperative decentralization agreement, which can reach Pareto improvement.

This paper helps the OTA industry and hotel owners cooperate by way of smoother coordination. This study provides practitioners with two important practical implications. The first one is that the coordination between the hotel industry and OTA through cooperative decentralization allows for the achievement of higher profitability than that of noncooperative decentralization. The second one is that this paper solves the outstanding problem of insufficient incentives characteristic of cooperative decentralization by means of an advertising fee as a new supply chain coordination approach.

This paper offers both the problem and solution regarding the lack of incentives that hamper cooperative decentralization without the use of advertising fees. This paper is unique in that it derives analytical solutions regarding commissions levied in a typical hotel supply chain under noncooperative decentralization.

As the number of web applications is increasing day by day web mining acts as an important tool to extract useful information from weblogs and analyse them according to the attributes and predict the usage of a website. The main aim of this paper is to inspect how process mining can be used to predict the web usability of hotel booking sites based on the number of users on each page, and the time of stay of each user. Through this paper, the authors analyse the web usability of a website through process mining by finding the web usability metrics. This work proposes an approach to finding the usage of a website using the attributes available in the weblog which predicts the actual footfall on a website.

PROM (Process Mining tool) is used for the analysis of the event log of a hotel booking site. In this work, authors have used a case study to apply the PROM (process mining tool) to pre-process the event log dataset for analysis to discover better-structured process maps than without pre-processing.

This article first provided an overview of process mining, then focused on web mining and later discussed process mining techniques. It also described different target languages: system nets (i.e. Petri nets with an initial and a final state), inductive miner and heuristic miner, graphs showing the change in behaviour of the dataset and predicting the outcome, that is the webpage having the maximum number of hits.

In this work, a case study has been used to apply the PROM (process mining tool) to pre-process the event log dataset for analysis to discover better-structured process maps than without pre-processing.

This study aims to test the complaints of tourists who visit five-star hotels in Antalya, Turkey, on those same hotels’ websites.

In the study, the data were collected with qualitative methods but analyzed with the mixed analysis method. In this context, the authors collected 1,012 comments on the website between 2016 and 2019.

According to the results of the study, the most intense complaints were found to be concentrated in categories such as ambience, food and staff.

First of all, it is thought that it will make an important contribution to the literature, since different methodologies are adopted in the study. In addition, online shares, evaluations and comments produce positive or negative results for the destination or business in question. It is necessary to closely monitor such activities in electronic environments, as they may have negative consequences, thus revealing the need to take corrective or preventive measures. For this reason, the research is important in terms of not having such a large-scale study in the literature and contributing to the hospitality industry.

The article investigates different types of strategies for managing user-generated content (UGC) and provides some insights into their implications.

A unique sample of Italian hotels with current and prospective customers in the digital environment is investigated. A taxonomy of user-provider interactions mediated by UGC is developed. A mixed approach was designed to meet the study aims. Firstly, an exploratory factor analysis was performed in order to illuminate different strategies of UGC and electronic word-of-mouth (E-WOM) management. Secondly, a cluster analysis was implemented in order to explain hoteliers' behavior toward users' contents.

The study results suggested the existence of three clusters, which reflected three different types of interactions between hotels and customers in the digital domain. Interestingly, most of Italian hotels were found to adopt a reductionist approach to UGC and E-WOM management, turning out to be ineffective to exploit them for the purpose of quality improvement and hospitality service excellence.

Hotels were found to be largely unaware of the importance of UGC and web-based communication with customers to improve their digital business strategy. Tailored management approaches are needed to realize the full potential of hotels' online content responsiveness for the purpose of value co-creation and service co-production.

This is one of the first studies investigating the strategic and management perspectives embraced by hotels to handle their interactions with customers in the digital arena.

The purpose of this study is, first, to determine which developments have shaped official hotel classification systems over recent years (including the impact of guest-review platforms) and second to establish the future of those systems through the eyes of the people who are actually in charge of operating them.

Semi-structured interviews were chosen as the most suitable method for approaching hotel classification system administrators. This method is in line with previous research on approaching key informants in their respective fields. Sixteen people representing 12 different official national hotel classification systems from across the world as well as one commercial hotel star rating system participated in the online interviews.

The first main conclusion is that hotel classification systems – especially voluntary ones – would not have survived the enormous impact of guest-review platforms without quickly adjusting to the ever-changing hotel industry landscape. The frequent review of classification criteria and procedures has become the main survival strategy of classification systems. The second conclusion is that system operators are strongly optimistic about the future outlook of hotel classification based on their proven flexibility to swiftly adapt to new market conditions.

Research about hotel classification systems is usually based on the views of the systems' users, i.e. hotels or hotel guests, whereas the present paper reflects the perspective of the systems' operators, an angle rarely analyzed in the literature.

This 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.

This 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.

The 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.

This 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.

These 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.

This research proposes to organise and distil this massive amount of data, making it easier to understand. Using data mining, machine learning techniques and visual approaches, researchers and managers can extract valuable insights (on guests' preferences) and convert them into strategic thinking based on exploration and predictive analysis. Consequently, this research aims to assist hotel managers in making informed decisions, thus improving the overall guest experience and increasing competitiveness.

This research employs natural language processing techniques, data visualisation proposals and machine learning methodologies to analyse unstructured guest service experience content. In particular, this research (1) applies data mining to evaluate the role and significance of critical terms and semantic structures in hotel assessments; (2) identifies salient tokens to depict guests' narratives based on term frequency and the information quantity they convey; and (3) tackles the challenge of managing extensive document repositories through automated identification of latent topics in reviews by using machine learning methods for semantic grouping and pattern visualisation.

This study’s findings (1) aim to identify critical features and topics that guests highlight during their hotel stays, (2) visually explore the relationships between these features and differences among diverse types of travellers through online hotel reviews and (3) determine predictive power. Their implications are crucial for the hospitality domain, as they provide real-time insights into guests' perceptions and business performance and are essential for making informed decisions and staying competitive.

This research seeks to minimise the cognitive processing costs of the enormous amount of content published by the user through a better organisation of hotel service reviews and their visualisation. Likewise, this research aims to propose a methodology and method available to tourism organisations to obtain truly useable knowledge in the design of the hotel offer and its value propositions.

Using the stimulus–organism–response (SOR) theoretical model, this empirical research aims to examine and validate how tourists’ interactions with 360-degree virtual reality (VR) videos incorporating Web navigability and visual interface design quality (stimulus) on travel websites can make tourists more engaged and then satisfied (organism), which could make them more likely to visit destinations and spread electronic word of mouth (e-WOM) (response).

Using the convenience sampling method, 975 responses were collected through a questionnaire. The data were analysed using Smart-PLS 4 software to investigate the hypothesised relationships.

The findings demonstrate that 360-degree VR videos significantly create Web user engagement, and Web user engagement is significantly associated with Web user satisfaction. The result shows that Web user engagement and satisfaction impact the intention to visit the tourist destination. Additionally, Web user satisfaction impacts e-WOM. Lastly, navigability and visual interface design quality are significantly moderated between 360-degree VR videos and Web user engagement.

This research only examined the tourists’ behavioural intentions with 360-degree VR videos during the pre-travel phase. In contrast, future research may investigate how tourists behave with VR during the on-site and post-travel phases.

Tourism marketers should not only adopt 360-degree VR but also integrate Web navigability and visual interface design to boost Web users’ engagement on tourism websites.

This study advances the study of VR from the tourists’ psychological perspective. Moreover, the SOR theory has been re-examined from the VR and technology tourism perspectives. It provides a general understanding of the behavioural aspects of tourists in developing countries.

利用刺激-有机体反应（SOR）理论模型, 本实证研究检验并验证了游客与旅游网站上结合了网络导航性和视觉界面设计质量（刺激）的360度虚拟现实(VR)视频的互动如何使游客更投入、更满意（有机体）, 这可能使他们更有可能访问目的地并传播电子口碑（响应）。

采用方便抽样法, 通过问卷调查收集了975份回复。使用Smart-PLS 4软件对数据进行分析, 以调查假设的关系。

研究结果表明, 360度虚拟现实(VR)视频显著提高了网络用户参与度, 网络用户参与与网络用户满意度显著相关。结果表明, 网络用户参与度和满意度对旅游目的地的访问意愿有影响。此外, 网络用户满意度也会影响电子口碑。最后, 在360度虚拟现实(VR)视频和网络用户参与度之间, 导航性和视觉界面设计质量显著适中。

这项研究只考察了游客在旅行前阶段使用360度虚拟现实(VR)视频的行为意图。相比之下, 未来的研究可能会调查游客在现场和旅行后阶段使用虚拟现实(VR)的行为。

旅游营销人员不仅应采用360度虚拟现实(VR), 还应将网络导航性和视觉界面设计相结合, 以提高网络用户对旅游网站的参与度。

本研究从游客的心理角度推进了虚拟现实(VR) 的研究。此外, 还从虚拟现实(VR)和科技旅游的角度重新审视了SOR 理论。它提供了对发展中国家游客行为方面的一般了解。

Utilizando el modelo teórico estímulo-organismo-respuesta (SOR), esta investigación empírica examinó y validó cómo las interacciones de los turistas con los vídeos de RV de 360 grados que incorporan la navegabilidad web y la calidad del diseño de la interfaz visual (estímulo) en los sitios web de viajes pueden hacer que los turistas se sientan más comprometidos y luego satisfechos (organismo), lo que podría hacerles más propensos a visitar los destinos y a difundir el e-WOM (respuesta).

Utilizando el método de muestreo por conveniencia, se recogieron 975 respuestas a través de un cuestionario. Los datos se analizaron mediante el software Smart-PLS 4 para investigar las relaciones hipotetizadas.

Los resultados demuestran que los vídeos de RV de 360 grados generan un compromiso significativo de los usuarios de la web y que el compromiso de los usuarios de la web se asocia significativamente con su satisfacción. El resultado muestra que el compromiso y la satisfacción del usuario web repercuten en la intención de visitar el destino turístico. Además, la satisfacción del usuario web influye en el e-WOM. Por último, la navegabilidad y la calidad del diseño de la interfaz visual son significativamente moderadas entre los vídeos de RV de 360 grados y el compromiso del usuario web.

Esta investigación sólo examinó las intenciones de comportamiento de los turistas con los vídeos de RV de 360 grados durante la fase previa al viaje. En cambio, en futuras investigaciones se podría estudiar cómo se comportan los turistas con la RV durante las fases in situ y posterior al viaje.

Los profesionales del marketing turístico no sólo deberían adoptar la RV de 360 grados, sino también integrar la navegabilidad web y el diseño de la interfaz visual para potenciar el compromiso de los internautas en los sitios web turísticos.

Este estudio avanza en el estudio de la RV desde la perspectiva psicológica del turista. Además, se ha reexaminado la teoría S-O-R desde las perspectivas de la RV y el turismo tecnológico. Proporciona una comprensión general del aspecto conductual de los turistas en los países en desarrollo.

The purpose of this study is to examine the influence of key hotel attributes on the room rates of selected hotels in the Greater Gaborone Region, Botswana.

Using hedonic pricing analysis, the effect of eight attributes collected from 80 standard double rooms on Booking.com in the area was analysed using quantile regression.

The estimated results from quantile regression suggested the importance of the 10th quantile as the best predictor of hotel room price distribution. Overall, the presence of a fitness centre and the availability of meeting and conference facilities were positively significant for the lowest- and premium-priced hotels, respectively.

The study advanced the literature in hedonic pricing models by confirming the applicability of hotel room rate attribute research in unexplored environments.

Hotel managers should be aware of the influence of key attributes, such as meeting and conference space availability and locational factors, on the pricing decisions of room rates in the Greater Gaborone Region. The study also presented opportunities for business-to-business marketing between hotel and tour operators in the region.

The study is one of the few that uses quantile regression in the hedonic pricing analysis of hotel room rates.

This paper compares the web accessibility of Indian museum websites assessing the level of compliance to the Web Content Accessibility Guidelines 2.1 (WCAG 2.1). The study aims to assess the accessibility of Indian museum websites in terms of their severity.

The accessibility evaluation of 11 Indian museum websites was conducted using Siteimprove Accessibility Checker (SAC), an automated website testing tool.

The study results indicate that the mean conformance score for the Indian museum websites for level A was 19.27, while for level AA and AAA, it came out to be 2.63 and 4.09, respectively, with the highest severity scores for error (16.3) followed by review (5.81) criteria and warning (3.81). The major findings indicate that the websites of Indian museums poorly conform to web accessibility guidelines.

The study's findings will assist the museum's website creators, managers and administrators in determining the level of conformity as per standard accessibility guidelines helping them make strategic decisions to improve the accessibility.

Most of the studies available in the field of website accessibility range from the web accessibility of educational institutions, tourism websites, municipal websites and ministerial websites, but there are very few studies investigating the accessibility of museum websites. A quantitative evaluation of different aspects of accessibility was conducted in the study, which can pave the way for the better design of web sites by addressing deficiencies.