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Article
Publication date: 31 December 2020

Chuhan (Renee) Thomsen and Miyoung Jeong

This study aims to provide an in-depth understanding of the complex nature of Airbnb user experience by analyzing the pattern and sentiment of online reviews and assessing the…

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Abstract

Purpose

This study aims to provide an in-depth understanding of the complex nature of Airbnb user experience by analyzing the pattern and sentiment of online reviews and assessing the relationships among review scores.

Design/methodology/approach

Big data analysis is conducted using Airbnb users’ online reviews of 16 US cities; correlation is run on review scores.

Findings

The key themes of Airbnb users’ online reviews are “clean,” “location,” “stay,” “home,” “place,” “host,” “neighborhood” and “recommend” and users have positive Airbnb experiences in general. The score of “cleanliness” significantly affects the “overall review” score.

Research limitations/implications

This study is exploratory in nature; mixed methods should be used in the future to measure the relationship between user experience and extracted themes. As the context is in the USA in the current study, comparisons of review patterns across different countries and regions are necessary for later studies. Furthermore, future studies should consider Airbnb users’ demographics, personality and lodging preferences.

Practical implications

It is important for Airbnb hosts to maintain a clean and accessible property. Both Airbnb hosts and hoteliers should enhance the attributes that generate positive customer reviews. Each city should develop different strategies based on the performance of “cleanliness” and “overall review.”

Originality/value

This study supplements the existing literature in Airbnb user experience by analyzing online reviews in 16 US cities via Leximancer 4.0.

分析Airbnb网络评论:论美国16城市的用户体验

研究目的

本论文旨在深入了解Airbnb用户体验的复杂属性, 通过分析网络评论以及网络评分之间的关系来找寻规律和判断用户情感偏差。

研究设计/方法/途径

本论文采用大数据方式, 样本为美国16个城市的Airbnb用户网络评论; 本论文还对网络评分做出相关性分析。

研究结果

研究结果表明, Airbnb用户网络评论的关键主题为“清洁性”、“地理位置”、“居住体验”、“家”、“地点”、“招待主人”、“邻里”、以及“推荐”和用户总体来说对Airbnb有着积极体验。“清洁度”分数对“整体评论”有显著影响。

研究理论限制/启示

本论文属于开拓性研究作品; 未来项目可以采用混合方法来衡量用户体验与主题的关系。本论文的研究背景是美国, 未来研究可以做不同国家和区域的评论模式对比分析。此外, 未来研究还应该考虑Airbnb用户的统计数据指标、个性、以及住宿设施偏好。

研究实际启示

对于Airbnb住宿提供者来说, 保持设施的清洁和可使用性是非常重要的。对于Airbnb住宿主人和酒店经营者来说, 加强服务属性来提高网络好评是非常重要的。每个城市都应该基于“清洁度”和“整体评论”来开发不同的战略。

研究原创性/价值

本论文补充了现有Airbnb用户体验的文献, 通过Leximancer 4.0 软件来分析美国16个城市的网络评论

Details

Journal of Hospitality and Tourism Technology, vol. 12 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 25 June 2020

Luke Lunhua Mao

Sporting goods retailing is a significant sector within the sport industry with the total revenue of this sector reaching $52.2 billion in 2018. Beset with formidable competition…

Abstract

Purpose

Sporting goods retailing is a significant sector within the sport industry with the total revenue of this sector reaching $52.2 billion in 2018. Beset with formidable competition, sporting goods stores are compelled to augment their merchandise with service and improve retail quality. The purpose of this study is to investigate retail quality of sporting goods stores (RQSGS).

Design/methodology/approach

Based on 27,793 online reviews of 1481 stores in the United States, this study used Leximancer 4.0, a text mining software, to identify critical retail quality dimensions associated with sporting goods stores, and further explored the most salient dimensions among different levels of ratings.

Findings

Customer service and store aspects are the two higher-order dimensions of RQSGS; holistic experience, manager and staff are three themes under customer service, and product, B&M store and online–offline integration are three themes under store aspects. Furthermore, extreme reviews focus more on customer service, whereas lukewarm reviews focus more on store aspects.

Practical implications

Knowledgeable staff, managers and online–offline integration are instrumental in creating superior retail quality. Sporting goods stores should enhance hedonic and social values for consumers in order to ward off online competitions.

Originality/value

This study explored retail quality dimensions that are pertinent to sporting goods retailing utilizing text mining methods. This study to certain extent cross-validated the existing retailing literature that is developed on alternative methods.

Details

International Journal of Sports Marketing and Sponsorship, vol. 22 no. 2
Type: Research Article
ISSN: 1464-6668

Keywords

Article
Publication date: 2 August 2021

Aimee Riedel, Dana Messenger, David Fleischman and Rory Mulcahy

The purpose of this paper is to provide a state-of-the-art review of research on consumers experiencing vulnerability to describe the current situation of the consumers…

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Abstract

Purpose

The purpose of this paper is to provide a state-of-the-art review of research on consumers experiencing vulnerability to describe the current situation of the consumers experiencing vulnerability literature and develop an up-to-date synthesised definition of consumers experiencing vulnerability.

Design/methodology/approach

This systematic review, guided by the PRISMA framework, takes a multi-disciplinary approach to identify 310 articles published between 2010 and 2019 examining consumers experiencing vulnerability. Descriptive analysis of the data is undertaken in combination with a thematic and text mining approach using Leximancer software.

Findings

A definition of consumers experiencing vulnerability is developed- “unique and subjective experiences where characteristics such as states, conditions and/or external factors lead to a consumer experiencing a sense of powerlessness in consumption settings”. The findings reveal consumers experiencing vulnerability have often been classified using a uni-dimensional approach (opposed to a multi-dimensional), focussing on one factor of vulnerability, the most prevalent of these being economic and age factors. A lack of research has examined consumers experiencing vulnerability based upon geographical remoteness, gender and sexual exploitation.

Originality/value

This paper is one of the first to examine consumers experiencing vulnerability using a systematic approach and text mining analysis to synthesise a large set of articles, which subsequently reduces the potential for researchers’ interpretative bias. Further, it is the first to generate a data-driven definition of consumers experiencing vulnerability. It provides targeted recommendations to allow further scholarly, policy and practical contributions to this area.

Details

Journal of Services Marketing, vol. 36 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 10 April 2017

Mao-Ying Wu, Philip Pearce and Wang Dong

This study aims to assess international customers’ experiences in the leading hotels of the iconic city of Shanghai.

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Abstract

Purpose

This study aims to assess international customers’ experiences in the leading hotels of the iconic city of Shanghai.

Design/methodology/approach

Leximancer, a qualitative analysis software program, was used to examine over 2,000 reviews appraising Shanghai’s superior hotels. The reviews were posted on Agoda.com.

Findings

Overall, the international tourists were actually quite satisfied with the superior Shanghai hotels. This study highlighted the continuing importance of the attentive and professional “staff”, physical attributes of the “hotel”, comfort of the “room”, “location”, proximity to a “shopping” area and co-creation possibilities to deliver some “beautiful” experiences. Segments of the market based on tourists’ origins, travel style and hotel management styles emphasized different expressive and instrumental features. Some strong commonalities were identified. The most satisfied customers, no matter what their backgrounds, were those who were more impressed with the expressive and intangible elements in the hotel, especially their interaction with and the service qualities of the hotels’ professional and attentive staff.

Practical implications

The work offers a potential range of insights and emphases for individual properties in Shanghai and other locations to help market and co-create experiences in their properties in distinctive ways.

Originality/value

The work is framed within the wider theoretical concerns of extending the meaning of co-creation in the experience economy. The work argues that co-creation is not limited to the on-site experience but rather that post-visit appraisals through user-generated contents constitute an extended form of interaction which may assist in understanding the full trajectory of the hotel experience.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 22 December 2023

Diana Gavilan and Omar Adeeb A. Al-shboul

This paper aims to identify potential avenues for innovation in urban hotel management by analyzing self-reported data from visitors regarding their experience with interior…

Abstract

Purpose

This paper aims to identify potential avenues for innovation in urban hotel management by analyzing self-reported data from visitors regarding their experience with interior design.

Design/methodology/approach

A qualitative exploratory computer-assisted content analysis was conducted to identify the impact of interior design on the guest experience. Leximancer 4.0 software analyzed 2,562 reviews from urban hotels collected through a reservation website.

Findings

The findings reveal that data reported by guests on interior design play a crucial role in shaping guest experiences, both positively and negatively. The esthetic appeal of interior design is shown to impact resting and comfort, affecting overall performance significantly. The study also highlights how different star categories of hotels and variations in visitors' purposes for their stay lead to distinct guest experiences and different opportunities to innovate.

Research limitations/implications

The study’s results provide evidence for researchers and practitioners of the potential of the guest-reported interior design experience as a valuable source for fostering innovation. In addition, in the hotel industry, innovation may eventually be attained through interior design renovation.

Practical implications

Self-reported data from guests on interior design is an effective tool for innovation. Making interior design a priority throughout the establishment and ongoing management of a hotel is crucial. By integrating interior design, not only can potential negative experiences be avoided, but greater guest satisfaction can also be achieved during their stay, promoting memorable experiences that align with the hotel category and customer expectations.

Social implications

This research emphasizes the importance of interior design as a catalyst for innovation and improved social experiences in the hospitality industry. Innovation in interior design can improve hotel performance in several dimensions, including attracting more visitors to the hotel and the area, increasing tourism revenue for local businesses and contributing to the broader societal goal of reducing environmental impact and promoting sustainability.

Originality/value

This article adopts a guest-centered methodology to provide valuable insights for hotel managers to leverage interior design as a tool for innovation in the hospitality industry after showing that interior design enhances guests' experiences, comfort and hotel differentiation.

Details

European Journal of Innovation Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1460-1060

Keywords

Article
Publication date: 7 February 2023

Jing (Bill) Xu and Tracy Au

This study aims to provide a systematic review of the literature on destination competitiveness. It explores research themes and approaches, and outlines an agenda for future…

Abstract

Purpose

This study aims to provide a systematic review of the literature on destination competitiveness. It explores research themes and approaches, and outlines an agenda for future research.

Design/methodology/approach

One hundred and eighty-three journal articles on destination competitiveness published in English since 2010 were collected. Content analysis was performed.

Findings

The authors found that sustainable development and smart tourism were popular themes related to destination competitiveness. Recent studies still relied heavily on Ritchie and Crouch’s (2000) model or Dwyer and Kim’s (2003) model. The authors also offer constructive insights for future research, proposing that research seek more input from residents, take an advanced integrated approach between supply and demand, adopt more core theories, focus on less researched types of destinations, explore the further contribution of smart tourism and adopt a negative lens to study the antecedents and consequences of destination competitiveness. The adoption of a longitudinal study approach is also suggested.

Originality/value

This paper contributes to the literature because of the scope of its review and perspective of discussion. Previous review papers have only focused on the factors and indicators of tourism destination competitiveness in different settings. We extend our literature review to research themes and approaches, and make suggestions for future research directions.

目的

本研究对目的地竞争力相关的文献进行了系统性回顾, 以探讨研究主题、方法和未来议程。

设计/方法论/方法

本研究收集了自2010年以来以英文发表的183 篇关于目的地竞争力的期刊文章, 并进行了内容分析。

结果

我们发现可持续发展和智慧旅游是与目的地竞争力相关的热门主题。近期的研究仍然主要依赖Ritchie 和Crouch(2000)的模型或Dwyer和Kim(2003)的模型。我们为未来的研究提供了建设性的意见, 建议研究寻求更多居民的意见, 采取进阶的供给与需求的综合方法, 采用更多的核心理论, 关注较少研究过的目的地类型, 探索智慧旅游的进一步贡献, 并采用反向的视角来研究目的地竞争力的前因和后果。我们还建议采用纵向研究的方法。

原创性

本研究在评论的范围和讨论的角度对文献作出了贡献。以往的文献综述性文章只关注不同环境下的旅游目的地竞争力的因素和指标。我们在回顾研究主题、方法和对未来研究的建议等方面进行了扩展。

Diseño/metodología/enfoque

Se recopilaron ciento ochenta y tres artículos de revistas sobre la competitividad de los destinos publicados en inglés desde 2010. Se realizó un análisis de contenido.

Objetivo

Este estudio presenta una revisión sistemática de la bibliografía sobre la competitividad de los destinos. Se analizan temas y enfoques de investigación y se presenta una agenda para futuras investigaciones.

Conclusiones

Se constató que el desarrollo sostenible y el turismo inteligente eran temas populares relacionados con la competitividad de los destinos. Los estudios recientes siguen basándose en gran medida en el modelo de Ritchie y Crouch (2000) o en el de Dwyer y Kim (2003). Se presentan ideas constructivas para futuras investigaciones, proponiendo que las investigaciones se centren en más aportaciones de los residentes, adopten un enfoque integrado avanzado entre la oferta y la demanda, se basen en mayor medida en las teorías fundamentales, se centren en tipos de destinos menos investigados, exploren la contribución adicional del turismo inteligente y adopten una óptica negativa para estudiar los antecedentes y las consecuencias de la competitividad de los destinos. También se sugiere la adopción de un enfoque de estudio longitudinal.

Originalidad/valor

Este trabajo contribuye a la literatura por el alcance de su revisión y la perspectiva de la discusión. Los trabajos de revisión anteriores sólo se han centrado en los factores e indicadores de la competitividad de los destinos turísticos en diferentes entornos. Se amplía la revisión de la literatura a temas y enfoques de investigación, y se plantean sugerencias para futuras direcciones de investigación.

Article
Publication date: 25 November 2013

Wu He

As mobile malware and virus are rapidly increasing in frequency and sophistication, mobile social media has recently become a very popular attack vector. The purpose of this paper…

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Abstract

Purpose

As mobile malware and virus are rapidly increasing in frequency and sophistication, mobile social media has recently become a very popular attack vector. The purpose of this paper is to survey the state-of-the-art of security aspect of mobile social media, identify recent trends, and provide recommendations for researchers and practitioners in this fast moving field.

Design/methodology/approach

This paper reviews disparate discussions in literature on security aspect of mobile social media though blog mining and an extensive literature search. Based on the detailed review, the author summarizes some key insights to help enterprises understand security risks associated with mobile social media.

Findings

Risks related to mobile social media are identified based on the results of the review. Best practices and useful tips are offered to help enterprises mitigate risks of mobile social media. This paper also provides insights and guidance for enterprises to mitigate the security risks of mobile social media.

Originality/value

The paper consolidates the fragmented discussion in literature and provides an in-depth review to help researchers understand the latest development of security risks associated with mobile social media.

Details

Information Management & Computer Security, vol. 21 no. 5
Type: Research Article
ISSN: 0968-5227

Keywords

Article
Publication date: 8 April 2019

Dominik Mahr, Susan Stead and Gaby Odekerken-Schröder

The purpose of this paper is to systematically review the concepts and theories underlying customer service experience (CSE) and its underlying five dimensions (physical, social…

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Abstract

Purpose

The purpose of this paper is to systematically review the concepts and theories underlying customer service experience (CSE) and its underlying five dimensions (physical, social, cognitive, affective and sensorial). In this research, the contribution of the sensorial dimension to CSE research is emphasized. Senses are especially important in forming perceptions within servicescapes that are typically rich in sensory stimuli.

Design/methodology/approach

This study systematically identifies 258 articles published between 1994 and 2018 in services and marketing journals. The analysis uses a text mining approach with the Leximancer software to extract research concepts and their relationships.

Findings

The results demonstrate a shift from CSE research focused on brands and products toward value and interaction, around three focal areas: service system architecture, with its value creation processes; servicescape, with an increasingly digital interaction interface and outcome measures, with a stronger focus on emotional and relational metrics. In CSE research, the physical, social and cognitive dimensions are mostly researched in the focal areas of servicescape and outcome measures. Although important in practice, the sensorial dimension is the least investigated CSE dimension in service marketing research. Text mining insights demonstrate rich opportunities for sensorial research, particularly in studies on servicescape.

Practical implications

The synthesis will inform managers and service providers which elements of CSE are most relevant to customers when forming perceptions. These insights help service providers to control, manage and design (multi)-sensory stimuli that influence how customers will make sense of the servicescape.

Originality/value

This research is one of the first studies to examine the conceptual structure of CSE with a text mining approach that systematically analyzes a large set of articles, therein reducing the potential for researchers’ interpretative bias. The paper provides an assessment of the role of the largely neglected but crucial sensorial dimension, and offers future research suggestions into this emerging topic.

Details

Journal of Services Marketing, vol. 33 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 8 May 2017

Tomaz Kolar

The purpose of this paper is to theoretically and empirically explore tourist experiences with the niche-like, yet global phenomenon of escape room attractions.

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Abstract

Purpose

The purpose of this paper is to theoretically and empirically explore tourist experiences with the niche-like, yet global phenomenon of escape room attractions.

Design/methodology/approach

An exploratory empirical study of visitors’ experiences with selected top-rated escape rooms in the USA and Europe was carried out by means of netnographic research and automated content analysis.

Findings

The results show that this attraction provides new, peak, unique and fun experiences through the challenging activities and social component of the game play. The findings provide an insight into both the authenticity of experiences with novel attractions and the group aspects of fun and flow concepts.

Research limitations/implications

The findings are restricted to online reviews on the TripAdvisor website and are possibly biased because of the use of a non-random sample.

Practical implications

Theoretical implications are discussed and explicated as future research questions. They are relevant for the conceptual development, research and management of playful experiences within urban and special interest tourism. Societal implications are also addressed.

Originality/value

This paper is a preliminary in-depth examination of the escape room phenomenon from the customer experience standpoint. It is of relevance for the conceptualisation and improvement of tourist experiences with new and fun attractions.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 7 January 2014

Endrit Kromidha and Jose-Rodrigo Cordoba-Pachon

This study aims to map the dynamics of e-government rhetoric through a discourse analysis. The discussion and understanding is based on an identification and interpretation of…

Abstract

Purpose

This study aims to map the dynamics of e-government rhetoric through a discourse analysis. The discussion and understanding is based on an identification and interpretation of emerging concepts in e-government reports and research journals. The goal is to unveil established concepts that influence e-government policy development in the public administration context.

Design/methodology/approach

Institutional discourse and a policy cycle model are initially selected to guide an inter-textual meta-analysis and meta-synthesis of relevant e-government and public administration outlets. Key concepts are analysed based on their frequency in order of appearance and proximity to each-other. Themes emerging from concept-ideas feed-back to the theory by helping us to suggest a new e-government policy development framework informed by practice and research domains.

Findings

The findings suggest that although a number of concept-ideas are being institutionalized in the field of e-government, there are persisting differences and discourses between public administration and e-government reports and journals. Most of the conceptual gaps identified by this study are related to emerging issues like e-government evaluation, engagement with end-users and connection gaps between policy, practice and research.

Originality/value

This study advances the use of discursive institutionalism in e-government research by suggesting that concepts and ideas are institutionalized not only through discourse assimilation, but also by attracting and being able to keep other concept-ideas closely related into themes. Different policy development paths identified in e-government practice and research domains should be jointly considered by policy makers, managers and researchers to improve their implementation.

Details

International Journal of Public Sector Management, vol. 27 no. 1
Type: Research Article
ISSN: 0951-3558

Keywords

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