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Book part
Publication date: 7 October 2011

John D. Blair

Challenges and opportunities arise from the significantly different perspectives of context-specific versus context-free researchers and the literatures they contribute…

Abstract

Challenges and opportunities arise from the significantly different perspectives of context-specific versus context-free researchers and the literatures they contribute to. Reviews of one type or the other or both types of literatures may provide different understandings of the state of the art in a particular area of health care management. Suggestions for writing quality reviews are also included along with suggested topics for future reviews.

Details

Biennial Review of Health Care Management
Type: Book
ISBN: 978-0-85724-714-8

Article
Publication date: 17 November 2022

Navid Mohammadi, Nader Seyyedamiri and Saeed Heshmati

The purpose of this study/paper is conducting a Systematic mapping review, as a systematic literature review method for reviewing the literature of new product development…

Abstract

Purpose

The purpose of this study/paper is conducting a Systematic mapping review, as a systematic literature review method for reviewing the literature of new product development by textmining and mapping the results of this review.

Design/methodology/approach

This research has been conducted with the aim of systematically reviewing the literature on the field of design and development of products based on textual data. This research wants to know, how text data and text mining methods, can use for the design and development of new products.

Findings

This review finds out what are the most popular algorithms in this field? What are the most popular areas in using these approaches? What types of data are used in this area? What software is used in this regard? And what are the research gaps in this area?

Originality/value

The contribution of this review is creating a macro and comprehensive map for research in this field of study from various aspects and identifying the pros and cons of this field of study by systematic mapping review.

Details

Nankai Business Review International, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2040-8749

Keywords

Article
Publication date: 24 November 2022

Nao Li, Xiaoyu Yang, IpKin Anthony Wong, Rob Law, Jing Yang Xu and Binru Zhang

This paper aims to classify the sentiment of online tourism-hospitality reviews at an aspect level. A new aspect-oriented sentiment classification method is proposed based…

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Abstract

Purpose

This paper aims to classify the sentiment of online tourism-hospitality reviews at an aspect level. A new aspect-oriented sentiment classification method is proposed based on a neural network model.

Design/methodology/approach

This study constructs an aspect-oriented sentiment classification model using an integrated four-layer neural network: the bidirectional encoder representation from transformers (BERT) word vector model, long short-term memory, interactive attention-over-attention (IAOA) mechanism and a linear output layer. The model was trained, tested and validated on an open training data set and 92,905 reviews extrapolated from restaurants in Tokyo.

Findings

The model achieves significantly better performance compared with other neural networks. The findings provide empirical evidence to validate the suitability of this new approach in the tourism-hospitality domain.

Research limitations/implications

More sentiments should be identified to measure more fine-grained tourism-hospitality experience, and new aspects are recommended that can be automatically added into the aspect set to provide dynamic support for new dining experiences.

Originality/value

This study provides an update to the literature with respect to how a neural network could improve the performance of aspect-oriented sentiment classification for tourism-hospitality online reviews.

研究目的

本文旨在从方面级对在线旅游-酒店评论的情感进行分类。提出了一种基于神经网络模型的面向方面的情感分类新方法。

研究设计/方法/途径

本研究使用集成的四层神经网络构建面向方面的情感分类模型:BERT 词向量模型、LSTM、IAOA 机制和线性输出层。该模型在一个开放的训练数据集和从东京餐厅推断的 92,905 条评论上进行了训练、测试和验证。

研究发现

与其他神经网络相比, 该模型实现了显着更好的性能。研究结果提供了经验证据, 以验证这种新方法在旅游酒店领域的适用性。

研究原创性

该研究提供了有关神经网络如何提高旅游酒店在线评论的面向方面的情感分类性能的新文献。

研究研究局限

应该识别更多的情感从而来更加细化衡量旅游酒店体验, 并推荐新的方面/维度可以被自动添加到方面集中, 为新的用餐体验提供动态支持。

Details

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

Keywords

Article
Publication date: 29 November 2022

Brandy Pieper and Masha Krsmanovic

The purpose of this study is to examine whether implicit bias exists within the graduate admissions process at a large public research university in the Southeast United…

Abstract

Purpose

The purpose of this study is to examine whether implicit bias exists within the graduate admissions process at a large public research university in the Southeast United States. Additionally, this research sought to identify the type of strategies graduate faculty in the USA use to assess their implicit bias and the support they may need to better recognize and gauge implicit bias during the graduate application review process.

Design/methodology/approach

This study used the use of a qualitative, phenomenological research design by conducting individual interviews with graduate faculty members that serve on admissions committees.

Findings

The findings revealed six themes in relation to the purpose of the study – bias recognition, faculty perceptions of their own bias, faculty perceptions on the bias of others, strategies for the application review process, admission committee safeguards and the need for implicit bias training.

Originality/value

The study outcomes are discussed in relation to the prior research and literature on this phenomenon. Additionally, the study presents research and practical implications, including actionable strategies for how its results can be practically applied.

Details

Studies in Graduate and Postdoctoral Education, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2398-4686

Keywords

Article
Publication date: 22 November 2022

Miyoung Jeong, Hyejo Hailey Shin, Minwoo Lee and Jongseo Lee

Given the importance of performance consistency of chain hotels in customers’ decision-making and service evaluation, this study aims to explore how consistently chain…

Abstract

Purpose

Given the importance of performance consistency of chain hotels in customers’ decision-making and service evaluation, this study aims to explore how consistently chain hotel brands offer quality service and carry out their performance from the eyes of customers through online reviews on TripAdvisor of the top five US hotel chains (i.e. Choice, Hilton, InterContinental, Marriott and Wyndham) and their brands.

Design/methodology/approach

The research objectives were achieved through methodological triangulation: business intelligence, data visualization analytics and statistical analyses. First, the data collection and pre-processing of consumer-generated media (CGM) (i.e. TripAdvisor online reviews) were performed using business intelligence for further analyses. Using data visualization analytics (i.e. box-and-whisker plot by region and brand), the geographic patterns of performance attributes (i.e. online review ratings, including location, sleep, cleanliness, room and service) were depicted. Using a series of analyses of variance and regression analyses, the results were further assessed for the impacts of brand performance inconsistency on consumers’ perceived value, sentiment and satisfaction.

Findings

The empirical results demonstrate that there are significant performance inconsistencies in performance attributes (location, sleep, cleanliness, room and service) by brands throughout the six regions in the US hotel market. More importantly, the findings confirm that brand performance consistency significantly influences consumers’ perceived service quality (i.e. perceived value, satisfaction and sentiment).

Originality

This study is one of the first attempts to empirically explore hotel brand performance consistency in the US hotel market from customer reviews on CGM. To measure hotel brand performance in the US hotel market, this study collected and analyzed user-generated big data for the top 5 US hotel chains through business intelligence, visualization analytics and statistical analysis. These integrated and novel research methods would help tourism and hospitality researchers analyze big data in an innovative data analytics approach. The findings of the study contribute to the tourism and hospitality field by confirming hotel brand performance inconsistency and such inconsistent performance affected customers’ service evaluations.

Practical Implications

This study demonstrates the significant impact of hotel brand performance consistency on consumers’ perceived value, emotion and satisfaction. Considering that online reviews are perceived as a credible source of information, the findings suggest that the hotel industry pays special attention to brand performance consistency to improve consumers’ perceived value, emotion and satisfaction.

Details

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

Keywords

Article
Publication date: 8 November 2022

Ha Thu Nguyen, Anh Thi Tu Le, Anh Chi Phan and Thuy Dam Luong Hoang

Customer reviews on online platforms after their service experience not only provide useful information to help other customers make reasonable decisions about the hotel…

Abstract

Purpose

Customer reviews on online platforms after their service experience not only provide useful information to help other customers make reasonable decisions about the hotel, but also provide a great opportunity for scholars to refresh the research directions on customer experience and satisfaction in tourism services. This paper aims to discover the key driver of international tourist satisfaction in the hospitality service and the way to effectively improve this factor, starting with the abundant online customer reviews.

Design/methodology/approach

A multi-perspective approach was used to compare the differences in service providers and service user’s interpretation of the factors that shape customer satisfaction. In addition to content analysis of nearly 2,500 online reviews of international tourists for 21 high-class hotels in Vietnam on Booking.com in 2019, the authors conducted in-depth interviews with the managers of 5-star hotels to show a comprehensive picture of customer satisfaction drivers, especially the staff factor.

Findings

The research results have clarified the main aspects of the staff – the most important service factor among the seven hotel service factors investigated from the customer’s perspective. On the other hand, the study also emphasized the gap between customers’ perception of the staff and the enterprise’s efforts and implementation of this factor. These findings allowed to identify aspects of staff that could be further improved to more effectively satisfy customers and provide a superior experience.

Research limitations/implications

The study suggested a potential research direction using a multi-perspective approach to better understand trends and shifts in customer experience and satisfaction. Further studies could overcome the limitation of the research scope of this paper by examining different destinations or expanding the exploration of both mid-range and budget hotels.

Practical implications

The findings offer implications for managers to improve tourist satisfaction by developing organizational culture and mindfulness-related training programs for employees.

Originality/value

This study has enriched the literature of tourism and hospitality services by providing empirical evidence on the exploitation of big data sources and deepening the insights into international tourist satisfaction with hotel services.

Details

Journal of Asia Business Studies, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1558-7894

Keywords

Article
Publication date: 17 October 2022

Salman Majeed and Woo Gon Kim

This review aims to put forth a conceptual understanding of greenwashing. It also identifies the antecedents and consequences of customer perceptions of greenwashing in…

Abstract

Purpose

This review aims to put forth a conceptual understanding of greenwashing. It also identifies the antecedents and consequences of customer perceptions of greenwashing in the hospitality industry in the recent context, which has remained superficial and fragmented in previous studies.

Design/methodology/approach

Published literature between the years 2000 and 2022 was examined, following the scoping review approach. After screening out irrelevant and duplicate literature, a total of 54 published literature items were considered.

Findings

Despite a profound understanding of customer perceptions of greenwashing, the findings show that the majority of customer perceptions of greenwashing are determined by the green efforts of hotel operators, through means such as green knowledge sharing, green marketing, the disclosure of green information, resource conservation claims and environmental certification. Additionally, customer perceptions of greenwashing determine a variety of customer green behaviors where customer green attitude plays an intervening role.

Practical implications

A benefit of the proposed conceptual model for hospitality stakeholders is that it aids in understanding customer suspicion regarding the legitimacy of hotel green practices. The conceptual model of this review, and a 2 × 3 matrix on hotel environmental performance and communication, provides a theoretical lens for scholars and practitioners in the hospitality industry to develop effective green strategies and practices, reducing customer perceptions of greenwashing while positively influencing customer green behavior. This review presents a launching platform from which research on greenwashing in the hospitality industry can skyrocket.

Originality/value

In previous studies, the conceptual understanding of greenwashing in hospitality has remained inconsistent, shallow and mixed. This review identifies the different and previously deeply underexplored antecedents and consequences of customer perceptions of greenwashing and presents them in a conceptual model.

Details

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

Keywords

Article
Publication date: 18 October 2022

Amitav Saha

This paper presents a systematic literature review, including content and bibliometric analyses, of the impact of a crisis on financial reporting quality. In addition…

Abstract

Purpose

This paper presents a systematic literature review, including content and bibliometric analyses, of the impact of a crisis on financial reporting quality. In addition, this review identifies emerging research themes and provides future directions.

Design/methodology/approach

The adopted systematic literature review approach finds 29 highly cited articles on the effect of a crisis on financial reporting quality, with an additional seven studies for analysis identified in a review of emerging literature.

Findings

This study consolidates prior research findings on financial reporting quality during a crisis under four major themes: (1) earnings quality and its determinants; (2) audit quality around a crisis; (3) conservatism, valuation effects and corporate governance; and (4) financial stability and regulations. Mixed and inconclusive findings are documented for most themes, suggesting that this literature is still in its infancy and that room exists for further theoretical refinement.

Practical implications

The study's findings potentially have important ramifications for managers, standard setters, government regulators and policymakers. By highlighting examples of changes in firms' reporting practices during a crisis, the study provides a context in which to understand the influence or potential influence of the current coronavirus (COVID-19) pandemic on firms' financial reporting practices.

Originality/value

To the best of the author's knowledge, this is the first study to systematically review and synthesise prior research findings on the quality of financial reporting during economic crises. The study identifies many unexplored research areas regarding crises, with possible direct implications for financial reporting practices. The impact of these issues needs to be carefully considered and understood, with the current coronavirus pandemic demonstrating that firms have the opportunity to compromise ethical aspects of their decisions as they experience pressure to maximise profits.

Details

Journal of Accounting Literature, vol. 44 no. 2/3
Type: Research Article
ISSN: 0737-4607

Keywords

Article
Publication date: 11 October 2022

Benjamin Garner and David Kim

Social media use has increased in recent years, and businesses are looking to capitalize on the plethora of marketing opportunities afforded by this digital shift by…

Abstract

Purpose

Social media use has increased in recent years, and businesses are looking to capitalize on the plethora of marketing opportunities afforded by this digital shift by paying attention to user-generated content (UGC) posted on review websites. Leveraging UGC can help small businesses gain a competitive advantage over late-adopters. At the same time, there is evidence to suggest that small businesses do not have the time, resources or skill level to properly use social media to create a competitive advantage. This paper aims to explore how wine tourism businesses can analyze consumer feedback on online review websites to evaluate customer perceptions and expectations and generate more effective ways to improve customer satisfaction.

Design/methodology/approach

The qualitative method of thematic analysis was used to map out consumer reviews online to assess service satisfaction and dissatisfaction. A total of 848 reviews were gathered and qualitatively analyzed from two online review websites (TripAdvisor.com and Yelp.com) using open and axial coding and thematic analysis.

Findings

The results show that wine consumers are interested in the hedonic aspects of their experience, are most often attracted to wineries as a special outing and focus on factors such as scenery and atmosphere, service quality and products in their reviews. Hence, service and sales personnel have a key opportunity to capitalize on generating better service experiences through social media analysis.

Originality/value

The present study fills a gap by providing a more in-depth, qualitative exploration of the wine consumers’ psychology and experience, including factors such as atmosphere and special occasions. Furthermore, this study uses interpretive, manual coding to pick up on nuanced themes that are often missed by using automated qualitative analysis software or by looking at frequency counts in isolation.

Details

Consumer Behavior in Tourism and Hospitality, vol. 17 no. 4
Type: Research Article
ISSN: 2752-6666

Keywords

Article
Publication date: 24 October 2022

Eathar Abdul-Ghani, Jungkeun Kim, Junbum Kwon, Kenneth F. Hyde and Yuanyuan (Gina) Cui

Given the socialisation of men and women to their gender roles and expression of emotion, this study aims to investigate whether there are gender differences in the use of…

Abstract

Purpose

Given the socialisation of men and women to their gender roles and expression of emotion, this study aims to investigate whether there are gender differences in the use of emotive language in electronic word-of-mouth (eWOM), specifically in online reviews. The authors propose that female reviewers will use strong emotive terms, such as love, more frequently in online reviews than do male reviewers. The authors further propose that the gender of the reviewer influences audience responses to the reviewer’s use of emotive terms in online reviews.

Design/methodology/approach

The authors conducted secondary data analysis of restaurant reviews (Study 1) to provide evidence on whether the gender of the reviewer affects the frequency of use of emotive terms in an online review. In addition, three separate experiments (Studies 2–4) were conducted to test the theoretical arguments.

Findings

The results of the secondary data analysis indicated that female online reviewers used the term “love” much more frequently in their reviews than male reviewers, whereas there was no usage difference for the term “like”. The experimental studies further showed that an emotive review by a male reviewer containing the word “love” resulted in a higher evaluation of the restaurant being reviewed than a non-emotive review containing the word “like”. This difference was stronger when the overall rating was less salient and for consumers who believe (vs do not believe) that men and women use emotional language differently.

Research limitations/implications

First, the paper extends our understanding of gender differences in emotional expression within the domain of eWOM and online reviews as well as our understanding of consumer responses to these gender differences. Second, the authors identify a boundary condition for these gender effects, namely, the overall rating score. Third, the authors find that consumer beliefs regarding gender stereotypes in emotional expression provide an explanation for these effects.

Practical implications

The results of the research indicate that the electronic algorithms operating on review sites might be modified in terms of their criteria for selecting the reviews to display to consumers, as consumer decision-makers may find greater utility in reviews written by male reviewers that contain strongly positive emotive terms.

Originality/value

The research extends the knowledge on gender differences in emotional expression in online reviews by demonstrating the actual usage patterns and differing responses to the emotional expressions of each gender.

Details

European Journal of Marketing, vol. 56 no. 12
Type: Research Article
ISSN: 0309-0566

Keywords

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