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Companies are adopting a more active role in managing their online reputations by using electronic word of mouth (eWOM) and often responding directly to customer reviews. Therefore, companies need to understand the effects of management responses to customer reviews. This study aims to explore whether it is worth responding to reviews and whether expressing gratitude enhances the effects of review responses.

This study uses customer reviews and management response data from a sample of 766 Spanish rural lodging establishments listed on Toprural (www.toprural.com). Analyses are undertaken with NVivo and SmartPLS.

Responding to negative reviews improves lodging establishments’ average ratings, but responding to positive reviews has no significant direct effect. Expressing gratitude in responses positively moderates the effects of review responses; this moderating effect is more significant for responses to negative than to positive reviews.

Previous research provides contradictory evidence about the positive outcomes of a company’s responses; it also does not address expressions of gratitude. This research provides evidence of the direct effects of management response quantity on ratings. It also expands current research on the content characteristics of these responses. The contextual setting for this research, rural tourism, is a key driver of sustainable rural development and a sector in which eWOM is especially relevant; thus, correctly managing the eWOM phenomenon becomes crucial.

Al objeto de mejorar su reputación online, las empresas progresivamente están adoptando un papel más activo ante las reseñas online de los clientes, ofreciendo respuestas online a dichas reseñas. Por tanto, es necesario que las empresas conozcan mejor los efectos de responder online. Este estudio examina si resulta beneficioso responder a las reseñas y si expresar agradecimiento potencia el efecto de responder.

A partir de datos sobre reseñas online de clientes y respuestas de la empresa, correspondientes a una muestra de 766 alojamientos de turismo rural de Toprural (www.toprural.com), se realizan análisis con NVivo y SmartPLS.

Responder a reseñas negativas mejora las puntuaciones medias del establecimiento en Toprural. Sin embargo, responder a reseñas positivas no tiene un efecto directo significativo. Además, expresar agradecimiento en las respuestas modera positivamente el efecto de responder. No obstante, esta moderación es más intensa en el caso de respuestas a reseñas negativas frente a las reseñas positivas.

La investigación previa aporta evidencia contradictoria sobre los efectos de la intensidad de respuesta empresarial a las reseñas online; además, no se ocupa de la expresión de gratitud en particular. Este estudio aporta luz respecto al efecto directo de la intensidad de respuesta sobre las puntuaciones online y amplía la investigación actual sobre las características de contenido de las respuestas. El marco de estudio, el turismo rural, se considera clave para un desarrollo rural sostenible y constituye un escenario donde el boca-oído electrónico es especialmente importante; en consecuencia, gestionar correctamente el fenómeno es crucial.

Palabras clave Boca-oído electrónico, Respuesta empresarial, Reputación online, Turismo rural

Tipo de artículo Trabajo de investigación

This research explores the role of concrete 3D printing (C3DP) in the development of culturally appropriate housing in Indigenous Reserves in Canada through the design, building and evaluation of the Star Lodge project located in the Siksika Nation of Alberta, Canada. The project aims to assess the potential of C3DP in addressing the escalating housing demands in Indigenous communities in Canada.

The research involved a collaborative and multidisciplinary approach, engaging Blackfoot Elders, Knowledge Keepers from the Siksika Nation, Siksika Housing and Nidus3D. Central to this was the design, build and documentation of the Star Lodge project to analyse the advantages and challenges, guided by weekly meetings and site visits.

The project harnessed C3DP to streamline construction, enhance durability, reduce maintenance costs and enhance the energy performance of the homes. Notable time savings were achieved compared to conventional construction methods. Challenges included developing strategies to overcome extreme cold weather conditions, achieving a consistent concrete mix and integrating conventional construction elements such as drywall construction in interiors. The project served as a platform for collaboration and community participation, shaping the design and construction process while raising awareness of innovative construction techniques in the community.

This study provides an evidence-based framework for the evaluation of C3DP technology by analysing the Star Lodge Project, the first C3DP project in Alberta and the largest of its kind in Canada. By addressing housing challenges in Indigenous communities, the research holds broader implications for sustainable development and Indigenous empowerment across Canada.

The purpose of this study is to explore robot-phobia as a source of occupational stress among hospitality employees in the context of increasing robotization in the industry.

The study sampled 321 lodging employees and 308 food service employees in the USA. An online panel company recruited the participants and administered an online survey. The study used various analytical methods, including structural modeling, t-tests and multi-group analyses.

The study results reveal that hospitality workers experience robot-phobia regardless of their sector or position. Robot-phobia causes job insecurity and stress, which increases turnover intention. These negative outcomes are more pronounced for those who interact more frequently with robots.

The study findings suggest that hospitality workers fear being replaced by robots in the near future. Therefore, hospitality organizations should offer adequate training and education on the advantages and drawbacks of robots and establish a supportive and collaborative work environment that values human–robot interaction.

This study offers new insights regarding human–robot interaction from the employee perspective by introducing the concept of robot-phobia in the hospitality workplace. A comprehensive picture of how hospitality employees confront the increasing presence of robots is provided in this study.

After the COVID-19 outbreak began, travel demand dropped sharply and the potential impact of COVID-19 on sharing accommodations appears to be significant. Thus, it would be meaningful to investigate how travelers have changed their perceptions of staying at sharing accommodations in the wake of the coronavirus pandemic. The purpose of this research was to compare consumers' perceived risks of using sharing accommodations, such as Airbnb, before and during the coronavirus pandemic.

Paired sample t-tests were applied, using two surveys collected in 2017 (pre-pandemic) and 2020 (peri-pandemic). The effects of stress levels from COVID-19 and previous experience with sharing lodging services on risk perception changes were also examined.

Consumers showed higher social, physical, performance and convenience risk perceptions during the pandemic. Not surprisingly, those respondents who were more conscious of the pandemic in terms of concern and anxiety had higher changes in their risk perceptions. In addition, changes in risk perception differed by consumers' usage experience.

The results of this study add to the body of knowledge about consumers' risk perceptions of the sharing economy, particularly in connection with a huge disruption such as the COVID-19 pandemic.

The purpose of this paper is to describe how the growing presence of Airbnb rentals, resulting partly from tourists’ increasing desire for transformative travel experiences, is ironically much more transformative for the host communities than the tourists themselves.

This paper provides a conceptual analysis linking the motivations of Airbnb guests with the impacts of Airbnb on host communities. It uses an experience economy lens, and is based on a review of the academic literature and of media stories related to Airbnb.

Many tourists are increasingly seeking transformative travel experiences, and Airbnb commonly will be appealing to such tourists. However, the capacity of Airbnb lodging to independently foster personal transformation is questionable. On the other hand, there is little doubt that Airbnb and its guests are producing significant transformations in host communities.

This paper contributes toward understandings of Airbnb and its impacts on destinations around the world. It, for the first time, links Airbnb guests’ travel motivations with Airbnb’s community impacts, and in doing so demonstrates parallels with past critiques of alternative tourism. This paper is also one of the first to examine Airbnb from the perspective of the experience economy.

This research aims to grasp hotel guests' motives and potential benefits sought when interacting with other guests, service personnel and residents and examines how these benefits can contribute to the total guest experience.

Mixed methods are adopted for the purpose of this study comprising individual interviews and a questionnaire survey.

Five groups of advantages emerge from individual interviews, including friendliness in interaction, social benefits, information acquisition, curiosity gratification and hospitality services. In the survey, which gathers 326 questionnaires, this study reveals that the five types of benefits derived from hotel guests' interactions could be further categorized into two dimensions: civility (e.g. friendliness and social) and utility (e.g. information, curiosity and service). The study confirms that four out of five potential or expected benefits from this personal interaction is significantly associated with the total hotel experience.

Respondents of this study are culturally homogenous; as a result, multi-cultural settings should be considered for future research.

Tourism and hospitality literature on people's interaction is mostly center around social aspects of interaction. The current study comprehensively explores all expected utilities of interaction, occurring in all sorts of interactions (e.g. customer-to-resident and customer-to-service personnel). Specifically, the findings of this study uncover the underlying factors which prompt the tourists to interact with other people in a lodging setting and examine the relative importance of those underlying factors to the total lodging experiences.

The main purpose of this study is to investigate what affects a customer's decision to use the hotel smartphone applications when he/she makes a room reservation.

A total of 266 usable data was collected through an online survey. The research model was tested using confirmatory factor analyses and structural equation modeling.

This study revealed that perceived usefulness, perceived credibility, perceived equipment risk, and perceived change risk affected customers' intention to book a hotel room using hotel smartphone apps. Perceived ease of use did not have a significant effect on behavioral intention.

This study extended TAM and the existing literature of mobile technology in the lodging industry. This article explored both existing variables and new variables in studying customers' intention to use hotel smartphone apps when booking a hotel room.

Using a prosopographical methodology this study examines common leadership influences that might have existed among Genghis Khan, George Washington, and Nelson Mandela. Shoup (2005) suggests that the following seven influences have contributed to nurturing the leadership of 12 renowned individuals: involved parents, happy childhood, formal, informal education, prodigious patrons, critics and adversaries, apprenticeship/sequences of success, and favorable fate. This analysis suggests that the seven influences in his model had an affect the lives of the three individuals in this study, making them competent or exemplary leaders. The study additionally proposes three application stages that educators can utilize to instill leadership values and abilities in young minds.