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Article
Publication date: 17 March 2023

Jong Min Kim and Jeongsoo Han

Studies that investigate the length of stay as a predictor of consumer post-purchase behavior are rare despite its importance in efficient hotel management. By analyzing online…

Abstract

Purpose

Studies that investigate the length of stay as a predictor of consumer post-purchase behavior are rare despite its importance in efficient hotel management. By analyzing online customer reviews, this study aims to fill this gap in the extant literature on the relationship between length of stay and customer satisfaction level.

Design/methodology/approach

The authors collected and used online review data on hotels in London for this study. A series of linear regression analyses were conducted to examine the effect of length of stay on customer satisfaction as measured by review ratings. The authors used the Mahalanobis matching approach to confirm the empirical findings.

Findings

This analysis shows that length of stay is negatively associated with customer satisfaction. Additionally, the authors find that this negative relationship is stronger in high-end hotels than in low-end hotels.

Research limitations/implications

The research findings contribute to the literature by shedding light on a new stream of research, namely, length of stay. Additionally, the research findings offer novel insights that could help hotel managers understand the trade-off between longer stays and customer satisfaction.

Originality/value

To the best of the authors’ knowledge, this is one of the first few studies to show the systematic impact of length of stay on the valence of online review ratings, as well as the moderating effect of hotel levels by analyzing customer online reviews on hotel experiences.

Details

International Journal of Contemporary Hospitality Management, vol. 35 no. 12
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 14 November 2022

Jong Min Kim, Jeongsoo Han and Shiyu Jiang

This study aimed to empirically examine the effectiveness of disclosing user comment history without disclosing personal identity as a nudge policy to refrain users from posting…

Abstract

Purpose

This study aimed to empirically examine the effectiveness of disclosing user comment history without disclosing personal identity as a nudge policy to refrain users from posting malicious content online.

Design/methodology/approach

The authors collected the number of comments and posters from the leading portal website in South Korea, Naver.com. To causally investigate the impacts of the new nudge policy on the number of comments and posters, the authors used the regression discontinuity design (RDD) approach.

Findings

The authors found that the new policy reduced all types of comments, including the number of malicious comments, self-deleted comments and current comments. This resulted in an overall decrease in the total number of posted comments, which is considered a side effect. In addition, the authors found that the effect of the nudge policy, which disclosed user comment history, has a stronger effect on older female users than their counterparts.

Originality/value

The study findings extend the current knowledge on a nudge policy being implemented by a website as a means to reduce malicious online content and how it impacts user content posting behaviors.

Details

Information Technology & People, vol. 36 no. 7
Type: Research Article
ISSN: 0959-3845

Keywords

Open Access
Article
Publication date: 28 May 2021

Jeongsoo Han and Mina Jun

The purpose of this paper is to investigate how the characteristic of mobile devices, particularly high accessibility, influences a consumer's intention to post an online review…

1191

Abstract

Purpose

The purpose of this paper is to investigate how the characteristic of mobile devices, particularly high accessibility, influences a consumer's intention to post an online review depending on the valence of consumption experiences.

Design/methodology/approach

This paper employs a between-subject design of experimental study based on different scenarios with 378 participants. A pretest is conducted to confirm that participants perceive the experimental scenarios as intended prior to proceeding with the main experimental study.

Findings

The authors’ experimental analysis shows that the intention to post a review of extreme positive and negative experiences is significantly higher when the level of accessibility for review-posting is high. By contrast, the intention to post a review of neutral consumption experiences is neither higher nor lower regardless of the level of accessibility.

Originality/value

The findings of this paper contribute to a better understanding of online reviews by demonstrating how high accessibility for review-posting have differential influences on the intentions to post online reviews depending on the valence of consumer experiences. The findings provide important theoretical and managerial implications.

研究目的

本文旨在探討移動設備的特徵,特別是其高可及性,如何因應消費者的消費體驗效價影響他們在網上發佈評論的意慾。

研究設計/方法/理念

:本文採用實驗研究的被試間設計,基於不同情景,並涵蓋378名參與者。研究人員在主要的實驗研究前進行了預先測試、以確認參與者對實驗情景的理解是和預期的一樣。

研究結果

我們的實驗分析顯示、當發佈評論的可及性水平是高的時候,消費者發佈關於他們極良好或極負面的消費體驗的評論意慾會顯著提升。相比之下、他們發佈中性消費體驗的意慾則不會因可及性的水平而有所增減。

研究的原創性/價值

本文的研究結果有助我們更了解網上的評論,這是由於研究結果顯示了消費者在網上發佈評論的意慾如何因應其消費體驗效價、受發佈評論的高可及性水平影響。這研究結果在理論及管理方面具有重要的意義。

Details

European Journal of Management and Business Economics, vol. 30 no. 3
Type: Research Article
ISSN: 2444-8451

Keywords

Article
Publication date: 17 January 2022

Jong Min Kim and Jeongsoo Han

The length of stay (LoS) is of major importance from the perspective of the management of tourist destinations. As tourists heavily rely on the online reviews of other travelers…

1001

Abstract

Purpose

The length of stay (LoS) is of major importance from the perspective of the management of tourist destinations. As tourists heavily rely on the online reviews of other travelers as a primary information source, this study aims to empirically examine how the LoS can influence the online reviews for hotels, with special emphasis on the textual review content.

Design/methodology/approach

This study analyzes online review data collected from Booking.com by using the Linguistic Inquiry and Word Count program to operationalize review depth, analytical thinking and the authenticity reflected in customer reviews. Based on the analyzed data, this study used a series of regression analyses to understand the impacts of the LoS on online reviews.

Findings

The author’s analysis found that a longer stay at a hotel causes consumers to be more likely to post online reviews that not only include a numerical rating as well as written content but also lengthier and more detailed descriptions of their hotel experiences. Further analysis found that the LoS at hotels causes systematic differences in the linguistic attributes of the review content. Specifically, consumers who stay longer tend to write reviews with more analytical information, resulting in consumers perceiving the online reviews as more authentic.

Research limitations/implications

Although the LoS has been considered a significant issue in tourism, studies examining the impact of different lengths of stay on consumers’ post-purchase behaviors are limited. In this light, the author’s findings demonstrate how the LoS can change the linguistic attributes of online reviews. It expands the body of knowledge of the LoS in tourism.

Originality/value

This study represents the first attempt to empirically examine and reveal how the different length of stay at a hotel systemically influences consumer review-posting behaviors.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 7 January 2022

Miyea Kim, Mina Jun and Jeongsoo Han

The purpose of this study is to investigate the factors that influence the information sharing behavior of individuals on social media. Furthermore, the study analyzes the effect…

1892

Abstract

Purpose

The purpose of this study is to investigate the factors that influence the information sharing behavior of individuals on social media. Furthermore, the study analyzes the effect that individuals’ self-connection to social media has on information sharing through self-efficacy and the effect of social-connection on information sharing through empathy.

Design/methodology/approach

A survey questionnaire was developed and distributed to social media users from general participants in the Republic of Korea. A total of 824 valid responses were obtained. Hypotheses were tested using structural equation modeling and applying SmartPLS 3.0.

Findings

The result indicated that individuals are motivated to share information through self-connection and social connection. Furthermore, the mediation analysis revealed that the effect of self-connection on information sharing in social media is mediated by self-efficacy. Also, social connection will increase information sharing not only directly but also indirectly through its positive effect on empathy.

Originality/value

The authors focused on the basic needs of humans and tried to reveal the relationship between human needs and motivational beliefs, which are self-efficacy and empathy, and information sharing behavior on social media. Through the individual's fundamental needs that social media can satisfy, individuals will gain positive psychological benefits through using social media. This study considered what psychological benefits social media can provide.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 35 no. 1
Type: Research Article
ISSN: 1355-5855

Keywords

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