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Article
Publication date: 18 June 2019

Juan Pedro Mellinas and Sofia Reino

Evidence suggests that electronic word-of-mouth (eWOM) plays a highly influential role in decision-making when booking hotel rooms. The number of online sources where consumers…

Abstract

Purpose

Evidence suggests that electronic word-of-mouth (eWOM) plays a highly influential role in decision-making when booking hotel rooms. The number of online sources where consumers can obtain information on hotel ratings provided has grown exponentially. Hence, a number of companies have developed average scores to summarize this information and to make it more easily available to consumers. Furthermore, official star rating schemes are starting to provide these commercially developed average scores to complement the information their schemes offer. The purpose of this paper is to examine the robustness of these systems.

Design/methodology/approach

Average scores from different systems, and the scores provided by one rating site were collected for 200 hotels and compared.

Findings

Findings suggested important differences in the ratings and assigned descriptive word across websites.

Research limitations/implications

The results imply that the application of average scores by official organizations is not legitimate and identifies a research gap in the area of consumer and star rating standardization.

Originality/value

The paper is of value to the industry and academia related to the examination of rating scales adopted by major online review tourism providers. Evidence of malpractice has been identified and the adoption of this type of scales by official star rating schemes is questioned.

研究目的

事实证明线上口碑效应(eWOM)在酒店房间预定决策中占有重要位置。消费者能够获取的酒店评定的在线资源已经显著增长。因此, 一些公司已经研发出一套均值评定技术来整合这些信息, 为消费者提供更容易掌握的信息资源。此外, 官方星级评级策略已经开始通过这些商家开发的均值整合技术来完善其星级评定结果。这也就导向了对这些评定系统的科学性提出疑问, 本论文旨在解决这方面的研究。

研究设计/方法/途径

研究样本包括200家酒店的不同系统均值信息和同一评定网站的评定信息。本论文对其两种来源的评定信息进行了对比。

研究结果

研究发现不同网站的评级和给与的描述语言差别很大。

研究理论限制/意义

研究结果表明采用官方机构指定的均值整合系统并不是合理的, 并指出了消费者和星级评定标准方面的研究有着很大的理论缺口。

研究原创性/价值

本论文对于行业和学术界在大型在线旅游评价网站提供的评定信息方面有很重要的价值。研究事实表明行业错误规范真正存在, 对于采用官方星级评定系统的这种评价存在质疑。

关键词

关键词 eWOM、酒店、均值评定、星级评定系统、在线评论

Details

Journal of Hospitality and Tourism Technology, vol. 10 no. 3
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 1 February 2016

Sofia Reino, Aurkene Alzua-Sorzabal and Rodolfo Baggio

The purpose of this study is to identify the factors that make the adoption of interoperability solutions for online tourism distribution (OTD) more likely by small operators and…

Abstract

Purpose

The purpose of this study is to identify the factors that make the adoption of interoperability solutions for online tourism distribution (OTD) more likely by small operators and to develop an evaluation framework for this solutions. Research identifying these determinants is missing. The resulting evaluation framework is then applied to evaluate a number of extant technological solutions focused on interoperability solutions for OTD.

Design/methodology/approach

In an attempt to address this gap of research, this paper undertakes a series of interviews and focus groups of the European tourism industry.

Findings

Findings partly aligned with the suggestion made by previous research about technology adoption by micro, small and medium tourism enterprises (SMTEs), they also highlighted some issues which are specific to the adoption of interoperability solutions for OTD. These related to the scarcity of information and communication technology (ICT) applications specifically designed for mini and micro enterprises, the very limited capabilities available for using efficiently ICTs in business-to-business (B2B) operations and the difficulty in collaborating with other companies due to the number of different solutions used in the industry, especially when dealing with large aggregators (global distribution systems (GDSs) or large online travel agencies) and lack of standardization for data.

Research limitations/implications

The study has important theoretical implications. It provides a better understanding of issues affecting the adoption of interoperability solutions for OTD by SMTEs, such as the scarcity of ICT applications specifically designed for mini and micro enterprises, the very limited capabilities available for using ICTs efficiently in B2B operations and lack of standardization.

Practical implications

It facilitates making decisions about adopting interoperability solutions for online distribution solutions, both by suppliers and destination managers.

Originality/value

Limited work has focused on understanding issues affecting the adoption of interoperability solutions for OTD solutions among SMTEs.

Details

Journal of Hospitality and Tourism Technology, vol. 7 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 12 August 2014

Sofia Reino, Andrew J. Frew and Nicole Mitsche

This paper aims to provide a framework for benchmarking the eTourism capability of a destination’s tourism industry, understanding the eTourism capability of a destination’s…

Abstract

Purpose

This paper aims to provide a framework for benchmarking the eTourism capability of a destination’s tourism industry, understanding the eTourism capability of a destination’s industry as the contribution that the information and communication technologies (ICT) uptake of that industry makes to its own performance. The impact of ICT in tourism has been suggested through extensive research. Previous work has urged the development of wide-angle studies to enable benchmarking of destinations and their industries. However, relevant research is limited. Macro-level studies in the area tend to focus on a single aspect of technology to evaluate adoption, are not sector-specific nor take into consideration the different levels of contribution that systems may bring to performance.

Design/methodology/approach

A review of the literature on tourism, eTourism, benchmarking and technology adoption provided the baseline for developing this benchmarking tool.

Findings

The literature supported the selection of key tourism industry sectors, i.e. accommodation establishments, visitor attractions and food and beverage; the most suitable methodology, i.e. intermediary performance measures; and the business characteristics that need being taken into consideration when assessing ICT adoption by tourism businesses, e.g. size, type of establishment and area of location.

Research limitations/implications

The framework has not been tested yet. It is based on a review of the literature and needs to be validated through primary research. The framework was developed based on the context of Scotland. Further work should be done to adjust the framework to other destinations worldwide.

Practical implications

The framework enables destinations to benchmark the eTourism capability of their industries.

Originality/value

It provides a comprehensive framework for benchmarking tourism destinations’ industries, which takes into consideration elements of technology adoption, the characteristics of the tourism industry and the particularities of the different ICT elements.

Details

Journal of Hospitality and Tourism Technology, vol. 5 no. 2
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 22 March 2011

Sofìa Reino, Andrew J. Frew and Carlos Albacete‐Sáez

The work described in this paper is of direct relevance to those with an interest in the phenomena surrounding information and communication technologies adoption by the rural…

1259

Abstract

Purpose

The work described in this paper is of direct relevance to those with an interest in the phenomena surrounding information and communication technologies adoption by the rural accommodation sector. The paper aims to provide the results from a preliminary study, which examined differences in the level of inter‐firm technology adoption between rural and urban accommodation establishments within a major tourism destination, Scotland.

Design/methodology/approach

A survey was conducted, and the results set out here suggest that these differences are only presented with two types of technology, i.e. systems requiring networking infrastructure and sector‐specific applications.

Findings

The discussion suggests that the neoclassical theory of growth and theory of development are contradictory but that they complementarily explain different levels of adoption between rural and urban setting.

Research limitations/implications

Not only theoretical, but also industry implications and suggestions for further research are presented.

Originality/value

Previous studies examining these phenomena within other industries suggest that rural businesses tend to have weaker technology adoption than those located in urban settings. However, they fail to provide any conclusive theoretical explanation for these differences.

Details

Journal of Hospitality and Tourism Technology, vol. 2 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 26 December 2022

Benjamin Appiah Osei, Neethiahnanthan Ari Ragavan, Balasubramanian Kandappan and Foster Frempong

While there was heightened awareness on the technologies of the fourth industrial revolution (IR 4.0) prior to COVID-19, studies have shown that the adoption of these advanced…

Abstract

Purpose

While there was heightened awareness on the technologies of the fourth industrial revolution (IR 4.0) prior to COVID-19, studies have shown that the adoption of these advanced technologies (e.g. Big Data, robotics, Internet of Things, etc.) continues to remain low across global industries. This qualitative study sought to explore the reasons for the low rate of adoption of these technologies and appropriate measures to enhance their adoption at hotels, through the lens of hotel executives.

Design/methodology/approach

Based on interpretivist's ideals, this study follows a case study design and adopts a qualitative method of enquiry. The heterogenous purposive sampling technique was employed to gather data for the study, using semi-structured interviews.

Findings

Grounded on the technology-organisation-environment (TOE) framework, the thematic analysis revealed technology, organisation and environment-related reasons for the low rate of IR 4.0 technologies adoption at hotels in Malaysia. Also, the study uncovered some interesting measures that will enhance the adoption of these advanced technologies at hotels.

Originality/value

This study unearths technology, organisation and environment-related reasons for low adoption, and measures to enhance the adoption of IR 4.0 technologies in hotels. This study also enlightens hotel owners and technology providers about practical issues that will ensure the successful adoption of such technologies to enhance hotel business. In line with SDG 9, this study also seeks to promote sustainable innovation in the hospitality industry. Practical and theoretical implications have also been discussed in this study.

Details

European Journal of Innovation Management, vol. 27 no. 5
Type: Research Article
ISSN: 1460-1060

Keywords

Open Access
Article
Publication date: 15 December 2022

Norberto Santos, Claudete Oliveira Moreira and Luís Silveira

Tourism in Coimbra today is influenced by the fact that the Univer(s)city was distinguished as a World Heritage Site in 2013. The number of visits has grown very significantly in…

Abstract

Purpose

Tourism in Coimbra today is influenced by the fact that the Univer(s)city was distinguished as a World Heritage Site in 2013. The number of visits has grown very significantly in recent years, but the diversification of the tourist offer is still weak and unable to take advantage of existing resources. This paper aims to present genealogy tourism as an alternative urban cultural tourism in Coimbra.

Design/methodology/approach

Methodology involved mapping the Jewish culture elements in the city of Coimbra, and a route was outlined and proposed.

Findings

Genealogy tourism resources are identified in the historic centre of the city. These alternative spaces need urban rehabilitation and (re)functionalisation, which allowed the authors to rethink tourism in Coimbra. They are the motivation to visit for all urban cultural tourists, especially Israelis/Jews, and provide contact with places where the experiences of ancestors combine with the history and memory of places, with recent discoveries and the elements of Jewish culture in the city.

Originality/value

It is concluded that the quantity, diversity, authenticity and singularity of the heritage resources that bear witness to the Jewish presence in Coimbra are sufficient assets to create a route, to enrich the tourist experience in the city and to include the destination in the Sephardic routes.

Details

International Journal of Tourism Cities, vol. 10 no. 1
Type: Research Article
ISSN: 2056-5607

Keywords

Open Access
Article
Publication date: 4 March 2021

Angel de la Fuente

This paper aims to review the economic impact of Covid in Spain and propose policies to deal with them.

9513

Abstract

Purpose

This paper aims to review the economic impact of Covid in Spain and propose policies to deal with them.

Design/methodology/approach

Not relevant.

Findings

The pandemic is having a very severe effect, which varies across sectors and regions. Given the severity of the problem, a comprehensive policy strategy is needed. Specific proposals about such a strategy are made, distinguishing between the short and the long run.

Originality/value

It provides a discussion about the main measures that have been taken to mitigate the economic consequences of Covid in Spain and about what else should be done.

Details

Applied Economic Analysis, vol. 29 no. 85
Type: Research Article
ISSN: 2632-7627

Keywords

Article
Publication date: 18 October 2022

Dimitrios Buhalis, Peter O’Connor and Rosanna Leung

Building on recent smart hospitality systematic reviews and extensive literature analyses, this paper aims to explore recent developments, themes and issues within smart…

3951

Abstract

Purpose

Building on recent smart hospitality systematic reviews and extensive literature analyses, this paper aims to explore recent developments, themes and issues within smart hospitality. It synthesises existing knowledge, extrapolating forward and contributes to the future development of smart hospitality by serving as a reference to enrich academic/industry discussions and stimulate future research.

Design/methodology/approach

The research examined 8 recent review articles on smart hospitality and tourism and extracted 145 articles in peer-reviewed sources from Web of Science focussed on smart hospitality. These publications supported in-depth analysis to explore the body of knowledge and develop foresight for the future of smart hospitality within business ecosystems at tourism destinations. It synthesises knowledge and provides the basis for the development of a comprehensive in-depth research agenda in smart hospitality innovations as well as the formulation of agile hospitality ecosystems.

Findings

This paper illustrates that smart hospitality introduces disruptive innovations that affect the entire hospitality ecosystem. Smart hospitality takes advantage of smart cities and smart tourism towards establishing agile business ecosystems in networked destinations. Having reviewed the existing literature, the study developed a conceptual framework and introduced a comprehensive future research agenda. This includes the drivers of smart hospitality, namely, customer-centricity, personalisation, individualisation and contextualisation; marketing-driven hospitality excellence and metaverse; as well as operation agility, asset strategy, talent management and supplier interoperation. It also identified the foundations that provide the infostructure for smart hospitality, including ambient intelligence, big data, processes and sustainability, providing the capability blocks to co-create value for all stakeholders in the hospitality ecosystem.

Originality/value

This study conceptualises smart hospitality as a disruptive and innovative power that will affect the competitiveness of hospitality and tourism organisations as part of a comprehensive ecosystem. It identifies the key stakeholders and explores how they can take advantage of emerging developments. This paper proposes the drivers and foundation for future research on smart hospitality. The research provides a conceptual synthesis of the literature and the concepts that have been elaborated. The foundations are effectively the infostructure that enables the drivers to add value to different stakeholders. Key issues are identified to stimulate further research on the area to support smart hospitality development and adoption.

Details

International Journal of Contemporary Hospitality Management, vol. 35 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

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