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This paper aims to evaluate and structure the basic heuristics consumers use in evaluating word-of-mouth (WOM) about luxury hotel brands while analyzing the impact of deception in online consumer reviews.

The research used a two-study mixed-methods approach, using interpersonal deception theory and social proof theory as lenses to conduct our analysis. For the first study, a qualitative conceptual mapping analysis was conducted, examining online consumer reviews to identify key concepts and their relationships in the context of luxury hotel brands. In the second study, the themes were further examined using a fuzzy-set qualitative comparative analysis to analyze their causal complexity and association between variables to determine how they influence the perceived helpfulness of online reviews for luxury hotel brands.

The results underline the importance of functional, objective variables, such as the number of reviews and stars, as social proof heuristics and other factors, including clout, authenticity and analytic tone, as interpersonal communication heuristics. Therefore, consumers use a combination of social and interpersonal communication heuristics to extract information from reviews and manage deception risk.

The paper contributes to the consumer–brand relationship literature by assessing the heuristics consumers use in evaluating online reviews and provides additional information for research in online reputation management.

This study’s results can help marketing practitioners and brand managers manage their online reputations better. It can also aid managers in improving their messaging on hotel websites to entice consumers to complete bookings. Heuristics play an essential role in such messaging and understanding them can help marketers appeal directly to their target market.

This study contributes to the literature on consumer–brand relationships by providing a framework of heuristics that consumers use when evaluating luxury service brands and contributes to WOM and online reputation research by highlighting factors that may make online reviews more helpful.

This interdisciplinary study aims to analyze how service organizations communicate sustainable beliefs in their social media narratives and use them to generate brand awareness, customer recognition and ongoing demand for sustainable service.

A two-phase exploratory analysis of 10,342 tweets from 2019–2020 was conducted by sustainable global corporations to identify best practices for their social media teams operating within a service-based business model. First, the significant themes were identified using an unguided machine learning approach of three types of firms: services, goods and mixed. Next, the full set of tweets with linguistic sentiment analysis was analyzed followed by a deeper view of the services-based organizations based on their strategic focus (business-to-business [B2B] versus mixed).

The findings indicate that tweets that appear to create the highest customer engagement are characterized as having high levels of analytical language, high clout (i.e. are socially relevant), a positive tone, a high number of words and a high number of words per sentence. On the other hand, having complex language in terms of six-letter words does not seem to associate with customer engagement. The last level of analysis shows that B2B services-based corporations with positive tone and higher word count exhibit higher levels of retweets. Implications include providing rational and informational tweets to increase engagement and highlight societal relevance.

Climate change has negative consequences on human and physical capital, and ecosystems across the globe. This study provides specific recommendations for how services corporations can increase their sustainable communications and actions.

The key implication of our research is that corporations must strategically design social media narratives about climate change as part of their online branding and communications process.

This study aims to identify in literature the role of construction stakeholders in the implementation of circular economy (CE) in the construction industry (CI). This study also sought to identify the status quo and research trend, “hot themes”, areas requiring more research and future research direction of stakeholders’ role in CE implementation in the CI.

A literature search was conducted using the Scopus search engine, augmented by Google Scholar to produce 50 relevant articles for the identification of stakeholders’ roles using content analysis. The scientometric study was undertaken using VOSviewer on 42 articles obtained from Scopus search to identify the status quo, “hot themes”, knowledge gaps and future research direction of the role of stakeholders in CE implementation.

Through content analysis, the identified roles of government as a stakeholder are to develop efficient policy instruments, legislation support and financial investment in research and development activities that will promote the smooth implementation of CE. The role of academia/research is to engage in research aimed at investigating both the short-term behaviour and the durability of recycled materials and products. In addition, the roles of professionals in the consultant/design/procurement team are to design with life cycle assessment and reused materials, design for deconstruction and disassembly, etc. The role of the user/consumer is to ensure knowledge diffusion and awareness exchange that recognize the available opportunities for long-term material usage (including repair, reuse, refurbishment and recycling). The research status quo identified from the scientometric analysis include how stakeholders can come up with innovative ways in demolition that will ensure that more of the materials can be reused. Stakeholders should focus on enacting policies and laws that can promote the use of recycled materials in buildings, etc. Research that focuses on how to engage the various construction stakeholders to come up with specific public policy that will promote CE implementation, identifying the specific roles to be played by stakeholders during policy enactment as well as managing the environment, laws and legislations towards CE implementation. The role of stakeholders in the extension of the life span of projects, the use of strategies to minimize waste generation and standardization of building materials, components and connectors with the purpose of simplifying disassembly are the research gaps and areas for future research studies. Some of the research “hot themes” include “circular business models in the CI”, “environmental sustainability policy implementation”, “environmental, economic and social sustainability”, “policy, laws and legislations on waste management” and “environmental and industrial economics” towards CE implementation.

The findings from this study serve as a valuable reference for construction stakeholders to assess their specific roles as stakeholders and to identify the status quo and research trend, “hot themes”, areas requiring more research and future research directions on stakeholders’ roles in CE implementation in the CI.

Identifying the role of stakeholders for CE implementation is one bold step towards the achievement of CE implementation in the CI.