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The purpose of this study is twofold: it aims to examine hotel website features by conducting a content analysis and it analyses customers’ viewpoints about the importance of the contents of hotel websites. The study involves a quantitative method of measurement and evaluation of the information provided by hotel websites. It tries to evaluate the richness of definite and ample information dimensions, which as a whole constitutes the information services offered through the website.

The study is based on two pillars: all five-star hotel chains (113 hotels) in Egypt as the population frame to evaluate the contents of their websites; and a sample of 406 customers selected to examine the customers’ views on the importance of the contents of hotel websites. This study proposes a quantitative evaluation frame of all dimensions provided by hotel websites which is developed, tested and validated.

The study has revealed important findings that can help hotel managers to adjust the information on the websites to be more efficient and customer-oriented.

Because of the chosen research approach, the research results may lack generalizability. Therefore, researchers are encouraged to test the proposed frame again in further studies.

The study includes implications for the development of hotel website evaluation from the perspective of two sides, hotel managers and customers, by using a unique quantitative evaluation model.

This research has for the first time combined statements from the perspective of two sides – hotel managers and customers.

This study aims to review published articles on website evaluation in hospitality and tourism for the period of 2000-2015 to provide a comprehensive updated review, as well as to offer implications for academic researchers and industry practitioners.

Content analysis was adopted by this study to review retrieved articles on website evaluation in hospitality and tourism. Articles were then analyzed from consumers’ perspective, suppliers’ perspective, and both consumers and suppliers’ perspectives using a systematic approach.

Major findings of this study showed that a majority of articles focused on either hospitality or tourism. Moreover, most of the articles generally discussed user interface, marketing effectiveness and website quality. However, these articles did not discuss in detail the implications of website evaluation and ignore the connections between suppliers and consumers to some extent.

This study can be used as a reference for academic researchers to extend previous frameworks and for industry practitioners to reconstruct the traditional organizational chart and implementing e-strategic management strategies, including m-marketing.

This study updates website evaluation development in hospitality and tourism in the new millennium. The findings of this study provide significant implications for hospitality and tourism researchers and practitioners to encourage supplier-consumer engagement.

The purpose of this study is to develop a useful, effective and comprehensive approach to facilitate the evaluation of hotel websites.

The paper examines the literature evaluating e-commerce sites, particularly that is focused on hotel, tourism and travel. Moreover, 5 criteria and 19 sub-criteria are identified, and a two-step method is proposed for the assessment of hotel websites whereby the global weights of the proposed criteria are determined by the fuzzy analytic hierarchy process, and hotel websites are ranked through the fuzzy technique for order preference by similarity to ideal situation.

The results show that the leading criteria to effectively evaluate hotel websites are trust and information quality and that the most important sub-criteria are special discounts, assurance and reservation information.

This research offers practical advice to increase understanding of the determinants of an effective hotel website so that appropriate strategies can be developed to convert a website visitor into a customer.

The study aims to contribute to businesses operating in the tourism sector which seeks to increase the effectiveness of their websites by identifying criteria and proposing a methodology for hotel website evaluation.

The purpose of this study is to investigate the associations among hotel website quality, telepresence, websites’ utilitarian and hedonic performance and customers’ behavioral intentions.

An online survey was used to collect the data from 683 respondents. Data was analyzed by using the two-stage modeling technique through Partial Least Squares-Structural Equation Modeling (PLS-SEM).

Findings indicate a significantly positive impact of hotel website quality on telepresence, utilitarian and hedonic performance. In addition, telepresence has a significantly positive impact on utilitarian and hedonic performance. Finally, telepresence, utilitarian and hedonic performance have a significantly positive impact on customers’ behavioral intentions.

Based on the findings of this study, theoretical and practical implications for hospitality and tourism researchers are provided.

This study is one of the very few studies integrating hotel website quality scale to examine the hotel website features that influence telepresence and perceived utilitarian and hedonic performance leading to positive behavioral intentions.

本文旨在探究酒店网站的质量、网真技术、实用属性和享乐属性与客户行为意图之间的关系。

本研究对在线调查收集的683名受访者数据, 采用基于偏最小二乘的结构方程模型（PLS-SEM）分析了理论框架并检验了假设.

调查结果表明酒店网站质量对网真技术、实用属性和享乐属性具有积极显著的影响。此外, 网真技术对实用属性和享乐属性也有积极显著的影响。最后, 网真技术、实用属性和享乐属性对客户的行为意图也会产生积极显著的影响。

本文的调查结果对酒店旅游业学术研究提供理论和实践意义。

本文是现阶段极少数结合酒店网站质量等级来探究酒店网站性能的研究之一。这些酒店网站性能影响网真技术以及客户感知的实用属性和享乐属性, 从而影响客户的行为意图。

酒店网站质量、网真技术、实用属性和享乐属性、酒店

El objetivo de este estudio es examinar las relaciones entre la calidad de los sitios web de los hoteles, la telepresencia, el rendimento hedónico en utilitario de los sitios web y las intenciones de comportamiento de los clientes.

Se utilizó una encuesta en línea para recopilar los datos de 683 encuestados. Se adoptó el modelo de ecuaciones estructurales basadas en mínimos cuadrados parciales (PLS-SEM) para analizar el marco teórico y probar las hipótesis.

Los resultados indican un impacto significativamente positivo de la calidad del sitio web del hotel sobre la telepresencia, del rendimento hedónico en utilitario. Además, la telepresencia tiene un impacto significativamente positivo en el rendimento hedónico en utilitario. Por último, la telepresencia, el rendimiento hedónico en utilitário tienen un impacto significativamente positivo en las intenciones de comportamiento de los clientes.

Basándose en los resultados de este estudio, se presentan las implicaciones teóricas y prácticas para los investigadores de la hotelería y el turismo.

Este estudio es uno de los pocos que integran la escala de calidad del sitio web del hotel para examinar las características que influyen en la telepresencia y el rendimento hedónico y utilitario percibido, lo que conduce a intenciones de comportamiento positivas.

Calidad del sitio web del hotel, Telepresencia, Características utilitarias e idónias, Hoteles

This empirical study uses the stimulus-organism-response (S-O-R) framework to examine the interrelationships amongst hotel websites and app quality, flow, telepresence, user engagement and booking intentions.

Data from two different datasets, including users of hotel websites (N sample 1 = 257) and hotel mobile apps (N sample 2 = 292), were collected. Partial least squares (PLS-SEM) was used to test the research model.

Findings indicate that the quality of the hotel websites and mobile apps positively influences telepresence, flow and engagement. Telepresence and flow positively affect the users booking intentions for both the samples. However, for hotel website users, engagement has a no-significant effect on booking intentions. Finally, telepresence has a non-significant effect on flow, and flow has a non-significant effect on engagement for both the users of hotel websites and mobile apps.

This study uses two datasets to understand how hotel booking channel (hotel website and mobile app) quality leads to booking intentions by tapping into telepresence, flow and engagement.

The purpose of this paper is to propose and apply a conceptual model that can be used to evaluate the functional performance of hospitality and tourism websites. This model will evaluate the websites from the perspective of information provision, communication, transactions, relationships, and technological merit, and how that applies to overall website functionality.

The paper uses a case study methodology in order to evaluate a random sample of the top 400 casual dining restaurant chains of 2007. The casual dining restaurant segment is chosen because of its importance in the overall foodservice industry, as well as its predominant use of websites.

Restaurant websites appear to be fairly strong in providing information in a technologically savvy environment. The areas that are found to be lower in functional efficiency are communication, relationship, and transaction. The three lowest‐rated individual attributes of the websites studied in the current research are the use and functionality of banners, reservations, and language on the websites.

As a case study, the limitations of this research are that the findings cannot be generalized to all restaurants because only a sample of casual dining chain restaurants is used. In addition, the model evaluated all of the components of the websites as being equal with the understanding that different website components weigh differently in their importance with consumers.

The implications of the paper are critical for website developers and hospitality organizations as the analysis shows that there is still a gap between customer perceptions of restaurant websites and the potential to use the website to engage and connect with guests. The paper will give industry practitioners some insight into the perceptions regarding the usability of their websites in order to allow the organizations to make changes accordingly.

The paper is pioneering in developing and proposing a conceptual model of website evaluation and applying this theory‐supported conceptual model to the casual dining chain restaurants website evaluation.

This study aims to develop a framework to explain the reciprocity of the value co-creation process in mobile hotel booking context and to clarify values for customer and supplier.

A research framework was developed based on the previous literature to derive insights on value co-creation process. Online surveys were conducted among mobile hotel bookers in China. Confirmatory factor analysis and structural equation modeling were used to test the proposed framework.

The findings suggested that suppliers should improve the values for customers (functionality, usability and perceived value) to achieve values for themselves [customer lifetime value (CLV), customer knowledge value (CKV), customer referral value (CRV) and customer influencer value (CIV)]. The relation between satisfaction and CLV was moderated by the CIV from other customers.

Suppliers should enhance customer value from the aspects of functionality, usability and perceived value to earn a competitive advantage. Moreover, for suppliers, non-transactional values such as other CIV play an increasingly critical role apart from economic value for development.

This study not only added empirical analysis on value co-creation in m-Tourism but also extended the current literature by validating a research model which integrates website evaluation research with Kumar et al. (2010)’s customer engagement value framework. Instead of serving as a mediator, mobile app was regarded as one of the indispensable actors involved in value co-creation.

The purpose of this paper is to present an overview of revenue management (RM) studies that focus on information technology (IT) and consumer behavior published between 2008 and 2018.

In total, 112 articles published in 17 journals were identified and analyzed.

This study shows the importance of IT and RM and focuses on the consumer perspective. It also emphasizes that technology is not the enemy of humans: it complements and adds value to their existing jobs.

Book chapters and conference proceedings related to IT and RM were not included in this study. Besides, only journal papers published in English were included in the study. The categorizing of subjects can be seen as subjective.

This study helps researchers discover articles from 2008 to 2018 and helps hospitality executives interested in RM technologies from the demand side to use these findings in their business environment.

Based on the interaction between service providers (hotels) and users (consumers) on IT and RM platforms, the paper identified eight key components that have been relevant over the past decade.

本论文旨在介绍2008年至2018年之间的财务管理（RM）研究中涉及信息技术（IT）和消费者行为的文献综述。

本研究样本为发表在17个期刊的共112篇文章。

研究结果指出了IT和RM的重要性, 以及对消费者方面的重视。此外, 本研究还指出了技术不是人类的敌人– 技术能够弥补以及对人类原有的工作增添价值。

本研究未将涉及IT和RM的书和会议文章纳入样本。此外, 只有英文的期刊文章构成研究样本。对研究样本的主题归类是主观性的。

本论文梳理了2008年至2018年发表的文献, 以及帮助酒店实践者们对RM科技从需求方面更了解其商务环境。

本论文基于服务供应者（酒店）和用户（消费者）在IT和RM交互平台上, 提出了过去十年中相关的八大关键因素。

E-fulfillment has a significant role to play within e-tailing, which provides products to a customer, comprising primarily of five components: website quality, customization strategy, distribution strategy, last mile delivery and return management. The purpose of this paper is to provide an e-fulfillment performance evaluation framework for an e-tailer, considering the different performance aspects of information systems (IS), marketing and operations for e-tailers.

Since quite a few performance aspects (i.e. IS, marketing system and operations) need to be factored in while evaluating the e-fulfillment performance, it may be considered as a complex multi-criteria decision-making problem. This study used decision-making trial and evaluation laboratory (DEMATEL) based analytic network process (DANP) to investigate the relationship between performance class and performance aspects, and calculated their weights. These designated weights of performance aspects help managers to find the important aspects needing improvement. The understanding of the interrelationship among the performance aspects enables managers to improve the efficiency of an e-tailing system.

This study provides the e-fulfillment performance evaluation framework to find the important aspects requiring improvement. The results of this study reveal that the important performance aspects of e-fulfillment performance are return policy, pickup method, innovativeness, assortment type, assortment width, trust (privacy and security) and promised delivery date.

This e-fulfillment performance evaluation could be used by an e-tailer to assess the e-fulfillment performance, and identify areas of improvement.

This study makes a contribution to the present body of knowledge by considering operations related performance aspects except the IS and marketing to evaluate the e-fulfillment performance.

Multi-criteria decision-making (MCDM) techniques are decision support systems that provide systematic approaches to solve hospitality and tourism (H&T) problems while minimizing the risk of failure. However, less is known about the application of MCDM techniques in H&T research. This study aims to systematically assess the use of MCDM techniques in H&T research to classify its current application and determine its application potential for H&T research.

This study used bibliometric analysis to examine all published MCDM studies focused on H&T industries, since 1997. In addition, topic modelling was used to discover key concepts. Finally, top cited studies in terms of total citations per year and total citations were qualitatively reviewed for more insights.

The findings revealed an ongoing interest in applying MCDM techniques in H&T research. Specifically, the extension of fuzzy theory in MCDM techniques is burgeoning among H&T researchers. However, a certain number of MCDM techniques seem to be ignored in this field with a repetitive application of MCDM techniques in particular areas.

The data for the current research was solely retrieved from Scopus and other databases were not included. Therefore, future research is called for to re-examine the study by considering data from various databases.

This study contributes to extant H&T literature by identifying the most prolific and influential countries, journals, publications and trends by applying MCDM techniques in H&T research, and elucidating the implications and characteristics of MCDM techniques in H&T research.