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This study aims to investigate ways in which hotel loyalty programs can be designed to enhance customer’s identification with a hotel brand and develop a sustainable customer-brand relationship.

The study adopted a cross-sectional design survey questionnaire for data collection and used structural equation modeling data analysis to test the conceptual model.

The three loyalty program experiences proposed (member-to-member similarity, memorable loyalty program experience and loyalty program social benefits) exerted significant positive effects on customer-brand identification (CBI), which, in turn, influences customer-brand relationship elements, including trust, commitment and switching resistance.

This study expands the scope of CBI literature, which previously focused substantially on brand level experiences, by being the first to explore a new set of CBI antecedents with a focus on loyalty program experiences. Furthermore, the current study’s findings delineate specific strategies to uphold the social and experiential aspects of loyalty programs that can develop sustainable customer-brand relationships.

This paper aims to explore the underlying structure of wellness in upper-upscale and luxury hotels and the roles wellness attributes play in customer satisfaction and dissatisfaction.

This study uses a mixed methods approach consisting of content analysis and social media analytics. In Study 1, the authors integrate and review the structure of wellness attributes by conducting a literature review on prior research on wellness and analyzing websites of upper-upscale and luxury hotels. In Study 2, the authors implement text analytics and regression analysis to determine the roles of wellness attributes in customer satisfaction and dissatisfaction by examining the final data gathered from 141,973 reviews of 226 upper-upscale and luxury hotels in NYC.

This research introduces the underlying structure of wellness in the upper-upscale and luxury hotels. Findings demonstrate a significant relationship between wellness attributes and customer satisfaction/dissatisfaction. This study shows each wellness attribute’s specific roles in customer satisfaction and dissatisfaction through the Kano model.

The current study extends the research on wellness by discovering the underlying structure of wellness in the upper-upscale and luxury hotels. Based on the Kano Model, the study reveals specific roles of wellness attributes regarding their dichotomous impact on customer satisfaction and dissatisfaction. The study makes a novel approach to the topic of wellness through a mixed methods approach consisted of content analysis and social media analytics. Analyzing online customer reviews derived from TripAdvisor.com, the study provides an in-depth insight and understanding of customers’ perceptions of wellness attributes.

The study guides hotel operators to perform wellness attributes by defining the unique roles of wellness attributes in customer satisfaction and dissatisfaction. Using the findings of the current study, hotel operators can prioritize wellness attributes regarding their core strategies and provide satisfying wellness attributes to customers.

Prior research merely focuses on hotels in wellness destinations or wellness-focused hotels with a lack of research on wellness offered in the general lodging industry. This research fills the gap by discovering the underlying wellness structure embedded in the general lodging industry, specifically in the upper-upscale and luxury hotels.

This study aims to apply the perspective of self-determination theory to investigate the effects of needs satisfaction on customers’ emotional bond and perceived fit with the integrated resort brand.

To provide empirical evidence, this study uses an online survey analyzed with structural equation modeling.

The results suggest how integrated resort experiences enhance the needs satisfaction for autonomy, competence and relatedness, and that customers are likely to have an attachment and compatibility with the brand. This study also documents that strong attachments and compatibility are predictive of behavioral intention.

This study provides a theoretical perspective through self-determination theory for explaining how needs satisfaction impacts customers’ brand-related attitude, which can be used to guide future studies. Insights from this research will be used to design and evaluate customers’ experience in tourism and hospitality industry.

Although the concept of needs satisfaction has studied on the employees’ behavior, a scarcity of research has been offered to explain customers’ behavior. Thus, this study makes a significant contribution to the hospitality and tourism research by testing the needs satisfaction as an antecedent of customers’ brand-related behavior.

This study aims to provide an understanding of the concept of service innovation resulting from emerging technologies and suggest areas for future hospitality and tourism research. By thoroughly reviewing previous literature, this study provides the basis for improving customer service with service innovation.

This study examines the existing body of knowledge from leading hospitality, tourism and business journals by performing content analysis.

This study reveals the multifaceted aspects of service innovation practices using emerging technologies. Findings provide an evidence base to future studies by highlighting the role of technology in hospitality and tourism service innovation.

The major contribution of this study is the demonstration of an approach for both academic researchers and service providers how they can use the technology to improve customers’ perceived value, experience and engagement.

本论文旨在讨论新兴科技对服务创新的应用以及酒店和旅游管理领域中的未来发展方向。本论文通过全面回顾文献，对服务创新中的客户服务提供基础理解。

本论文通过对酒店、旅游、以及商业领域顶尖期刊文献做文本分析，以达到研究目的。

本论文提供了新兴科技对服务创新措施的多方面讨论。研究结果强调了科技对酒店和旅游管理创新中的重要地位，对未来研究做出了指导性意见。

本论文的主要贡献在于向学术研究人员和服务提供商展示，如何运用科技来加强客户感知价值、体验、以及客户参与。

服务创新、顾客价值、顾客体验、顾客参与、价值共创、科技、批判性文献综述

文献综述

Experience and value creation have become integral themes for tourism service providers. This study aims to understand the role of different types of experiences in formulating customers’ perceived value. Studies on this area are scarce, especially in the cruise industry.

A research model that includes two value variables, namely, functional and wellness values, and four cruise brand experience variables, namely, sensory, affective, behavioral and intellectual factors, was tested through partial least-squares (PLS) structural equation modeling approach. A total of 389 usable cruise customer responses were obtained and analyzed using SmartPLS software.

Results revealed the relative effects of sensory, affective, behavioral and intellectual factors on perceived functional and wellness values. The positive impact of perceived value on customer satisfaction and behavioral intention and the moderating role of service expertise in the relationship between cruise experience and perceived value were examined.

Future research can examine how types of leisure facilities (e.g. casinos, restaurants, bars and shows), cultural differences (e.g. Eastern and Western) and customers’ travel characteristics (e.g. visiting purpose and companions) may influence the relationships between cruise brand experience and perceived value.

From a practical point, the relationships among multidimensional cruise brand experience, functional and wellness values, customer satisfaction, revisit intention and service expertise provide a clue on how cruise brands can enhance customers’ perceived value to retain current customers.

This study contributes to literature by providing a theoretical framework and empirical evidence for predicting and explaining cruise customers’ behavior. From a managerial perspective, this study identified critical factors that are essential to value creation and discussed the implications of predictive factors on developing marketing strategies that enhance customers’ positive attitude and behavior toward the cruise brand.

This study aims to integrate reviewers’ and readers’ discrepant perspectives on extremely negative reviews. Specifically, this study examines the relationship between negative emotion intensity levels and reviews helpfulness on two platforms: integrated websites and social networking sites (SNS) to emphasize the role of platform types on customers’ purchase decisions.

This research adopts a mixed-method approach of business intelligence approach and quasi-experimental design. Study 1 performed text mining and Welch’s t-test to compare reviewers’ negative emotion intensity levels on two platforms. Study 2 adopted a 2*2 factorial quasi-experimental design to examine how intense negative emotions impact the perceived reviews helpfulness on two platforms. A 3*2 factorial design in Study 3 also tested social tie strength’s moderating effect between the intensity of negative emotions and review helpfulness.

The current study reveals that integrated website reviewers tend to express more extreme negative emotions than SNS reviewers. SNS and integrated website readers deem reviews that embed severe negative emotions as less helpful. The moderating role of social tie strength between extremely negative emotions on review helpfulness was insignificant in the study.

This study enriches the online review literature by comparing writers’ and readers’ perspectives on online reviews with extremely negative emotions across two online platform types: integrated websites and SNS. From the writers’ perspective, this study highlights anonymity and the presence of an audience as essential factors that reviewers consider in selecting an online review platform to express themselves. This research also sheds light on how readers’ perspectives on extremely negative reviews conflict with the presumptions of writers of extremely negative reviews on integrated websites by demonstrating that content embedding extremely negative emotions is less helpful regardless of platform type.

This research provides online negative review management strategies to platform and hotel managers. The findings suggest hotel and review platform managers should consider adopting review alignment or monitoring systems based on negative emotions intensity levels since readers on both platforms perceive reviews embedding extremely negative emotions as less helpful. Additionally, hotel managers can progress promotions to guests who share online reviews on SNS since SNS reviewers are more likely to attenuate their extremely negative emotions when writing reviews.

This research innovatively provides a comprehensive overview of negative reviews’ production and consumption process from reviewers’ and readers’ perspectives. This research also provides practitioners insight into the nature of two different platform types and the management of negative reviews on these platforms.

Big data analytics allows researchers and industry practitioners to extract hidden patterns or discover new information and knowledge from big data. Although artificial intelligence (AI) is one of the emerging big data analytics techniques, hospitality and tourism literature has shown minimal efforts to process and analyze big hospitality data through AI. Thus, this study aims to develop and compare prediction models for review helpfulness using machine learning (ML) algorithms to analyze big restaurant data.

The study analyzed 1,483,858 restaurant reviews collected from Yelp.com. After a thorough literature review, the study identified and added to the prediction model 4 attributes containing 11 key determinants of review helpfulness. Four ML algorithms, namely, multivariate linear regression, random forest, support vector machine regression and extreme gradient boosting (XGBoost), were used to find a better prediction model for customer decision-making.

By comparing the performance metrics, the current study found that XGBoost was the best model to predict review helpfulness among selected popular ML algorithms. Results revealed that attributes regarding a reviewer’s credibility were fundamental factors determining a review’s helpfulness. Review helpfulness even valued credibility over ratings or linguistic contents such as sentiment and subjectivity.

The current study helps restaurant operators to attract customers by predicting review helpfulness through ML-based predictive modeling and presenting potential helpful reviews based on critical attributes including review, reviewer, restaurant and linguistic content. Using AI, online review platforms and restaurant websites can enhance customers’ attitude and purchase decision-making by reducing information overload and search cost and highlighting the most crucial review helpfulness features and user-friendly automated search results.

To the best of the authors’ knowledge, the current study is the first to develop a prediction model of review helpfulness and reveal essential factors for helpful reviews. Furthermore, the study presents a state-of-the-art ML model that surpasses the conventional models’ prediction accuracy. The findings will improve practitioners’ marketing strategies by focusing on factors that influence customers’ decision-making.

This study aims to uncover how heuristic information cues (HIC) and systematic information cues (SIC) of online reviews influence review helpfulness and examine a moderating role of social influence in the process of assessing review helpfulness. In particular, this study conceptualizes a theoretical framework based on dual-process and social influence theory (SIT) and empirically tests the proposed hypotheses by analyzing a broad set of actual customer review data.

For 4,177,377 online reviews posted on Yelp.com from 2004 to 2018, this study used data mining and text analysis to extract independent variables. Zero-inflated negative binomial regression analysis was conducted to test the hypothesized model.

The present study demonstrates that both HIC and SIC have a significant relationship with review helpfulness. Normative social influence cue (NSIC) strengthened the relationship between HIC and review helpfulness. However, the moderating effect of NSIC was not valid in the relationship between SIC and review helpfulness.

This study contributes to the extant research on review helpfulness by providing a conceptual framework underpinned by dual-process theory and SIT. The study not only identifies determinants of review helpfulness but also reveals how social influences can impact individuals’ judgment on review helpfulness. By offering a state-of-the-art analysis with a vast amount of online reviews, this study contributes to the methodological improvement of further empirical research.

本论文旨在揭示网络评论的启发性信息源和系统性信息源对于评论有用性的影响, 以及检验社会影响在评论有用性的调节作用。其中, 本论文基于双重历程理论和社会影响理论来构建理论模型, 并且利用实际数据来验证假设, 通过分析一系列实际客户评论数据。

本论文样本数据为2004年至2018年Yelp.com上面的4,177,377网络评论。本论文采用数据挖掘和文本分析的方法来提取自变量。本论文采用零膨胀负二项回归模型来验证假设。

研究结果表明, 启发性和系统性信息源都对网络评论有用性有着显著作用。规范性社会影响加强了启发性信息源对评论有用性的作用。然而, 规范性社会影响对系统性信息源与评论有用性的关系并未起到有效的调节作用。

本论文对现有评论有用性的文献有着补充贡献, 其采用双重历程理论和社会影响理论来构建理论模型。本论文不仅指出评论有用性的影响因素, 而且展示了社会影响如何影响个人对评论有用性的判断。本论文的样本数据庞大, 数据分析夯实, 这对于进一步的实际测量研究有着方法改进方面的贡献。

The purpose of this paper is to explore the effect of customers’ perception of the integrated resort by focusing on brand-related variables, namely, brand reputation, brand experience, brand attitude, and behavioral intention. Integrated resorts have become popular in the tourism industry. However, despite the popularity of integrated resorts, little is known about how the integrated resort brand contributes to customer attitude.

A descriptive online survey was carried out with customers who had experience using the integrated resort. This study used the regression analysis and process macro to test hypothesized relationships among variables.

These results demonstrate that brand reputation increases customers’ perception of brand experience and brand attitude; brand experience, brand attitude and brand reputation affect behavioral intention toward the integrated resort brand; and brand experience and attitude plays a fully mediating role in the relationship between brand reputation and behavioral intention. These results suggest that customers’ perception associated with the integrated resort brand name is likely to generate a favorable experience and attitude, which, in turn, develops customers’ revisit intention.

A theoretical implication is that the pleasant brand experience and attitude emphasize the significance of the brand reputation in the formation of behavioral intention toward the integrated resort brand. Another theoretical implication is that integrated resort brand reputation might not be a strong indicator of the behavioral loyalty. It is worth conducting additional research on joint effects of brand reputation and customers’ type (e.g. recreational gamblers, problem gamblers, business travelers and family travelers).

The findings offer additional insights into managers on the integrated resort brand concept. This research provides opportunities for managers to identify rational/emotional linkages in differentiating, distinguishing and positioning integrated resort.

Although both brand experience and brand attitude have received past research attention, no researchers have studied them in an integrated resort setting. The main contribution of this research lies in testing the direct and indirect and fills a major gap in the integrated resort literature and research in stressing the need to consider about brand management.