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The purpose of this study is to explore the effect of reviewer qualification and credibility (RQC) and hotel classification involving online hotel reviews (OHRs). The study examines the effects of the reviewer level as a proxy of RQC on review helpfulness and reviewing behavior (review rating, review length). The study also included hotel classification as a moderating variable.

Data from 1,968 reviews were collected from TripAdvisor.com using a web data-harvesting technique. Hypothesized relations in the model were tested with t-test and MANOVA analysis.

The empirical results show that the effect of reviewer level on review helpfulness is not significant. In addition, a high-level reviewer tends to leave a lower rating and a lengthier review than a low-level reviewer. Regarding the moderating effects, for the high-level reviewer, three-star independent hotels have a greater effect on review helpfulness.

The study has several useful implications for researchers, hotel industry when managing OHR and disseminating information to their potential consumers.

The findings help online review website organizers manage the operation of RQC and hotel classification in a proper manner. Marketing managers, especially those of three-star independent hotels, can effectively utilize review management to the desired effect.

Unlike previous studies, this study explores the effect of RQC on review helpfulness and reviewing behaviors across the hotel classification. In addition, this study contributes to the hotel industry developing more effective online reviews from the reviewer level and diverse hotel types (three-star independent, four-star chain, five-star luxury hotels).

The purpose of this study is to empirically investigate what aspects of service robot interactions with customers can lead to meaningful outcomes in the view of customers. The study examines functional and emotional elements of AI service robots in terms of meaningful outcomes.

This study highlights AI service robots' meaningful outcomes as a viable research problem and proposes a research model utilizing the Stimulus-Organism-Response (SOR) framework. As an empirical approach, 260 datasets were collected from customers who have experience with AI service restaurants in China.

The study examines the functional and emotional elements of AI-powered service robots on the attitude of and meaningful outcomes for customers. The results showed that the emotional (perceived friendliness and perceived coolness) and functional (perceived safety and robot competence) attributes of human–robot interactions (HRI) significantly affect the attitude toward using service robots. Second, the attitude toward using service robots significantly influences the experiential outcome and instrumental outcome of meaningful engagement.

This study highlights two elements (i.e. functional and emotional) of HRI effectiveness using two metrics: experiential and performance outcomes. Future studies should generalize the research findings of service robots in the current study using a larger quantity of data from various service fields.

As the first empirical study highlighting the customer experience with service robots, this study opens up a feasible research direction for the service industry to pursue in terms of conducting HRI studies from the view of customers. It identifies a research model pursuant to customers' experience with HRI in creating meaningful outcomes and it theoretically extends the SOR model to the hospitality study, focusing on the HRI issue.

The purpose of this study is to explore the effect of two types of presentation formats (textual and imagery) involving online restaurant reviews (ORRs). The study examines ORRs on the basis of review usefulness and review enjoyment; the study investigates the effects of the two presentation formats on review usefulness and review enjoyment.

Data from 1,776 reviews were collected from Yelp.com using a Web data-harvesting technique. Hypothesized relations in the model were tested by Tobit regression analysis.

Empirical results show that different formats of ORRs affect review usefulness and review enjoyment in different manners; whereas both attributes of textual format (review length and readability) affect review usefulness, both aspects of imagery format (physical environment images and food and beverage images) are positively related to review enjoyment. However, review length and food and beverage images are the most important factors affecting both review usefulness and review enjoyment. In particular, the relation between the two formats of ORRs and review usefulness is mediated by review enjoyment.

The focus of this study is the two formats of ORRs in terms of dual coding theory and the mediating role of review enjoyment. The findings help online review website organizers manage the operation of various review formats in a proper manner. Managers can effectively select those formats that would achieve the desired effect.

Unlike previous studies on the relation of attributes to online reviews, this study examines the perceptions of ORRs’ usefulness and enjoyment. In addition, this study encompasses diverse ORR factors (review length, review readability, physical environment images, food and beverage images) for a more comprehensive interpretation of ORRs.

As a growth of the competition between cities in Asia effective tourism marketing of the city cultural tourism product will become increasingly important. Cultural exposure to a particular foreign city through the media affects people’s preferences for that destination and may ultimately be a function of the behavior of that city cultural product. The purpose of this paper is to examine the impacts of experienced and inexperienced travelers’ media exposure and their perception of the media exposure on their intention to visit the actual site (i.e. South Korea).

To enhance the understanding of the intention to visit the destination, this study proposes a research model based on use and gratification (U & G) theory and information system (IS) success model.

The authors found a direct, positive effect of satisfaction with the Korea Tourism Organization’s website on potential travelers’ intentions to visit Korea.

First, although most measurement items were adopted from previously validated empirical studies and the results of the measurement model testing showed high reliability and validity, further study is warranted to validate the measurement scales in the context of smart tourism. Second, given the relatively small sample size, the findings of this study should not be generalized to other populations.

The authors built a conceptual model that synthesized the IS success model and U & G theory in the context of tourism and empirically tested the model using a set of data collected from potential travelers. Overall, the proposed research model is well supported by the results of the study.

Information and communication technologies (ICTs) are a key player in the food services and restaurants sector; thus, the aim of this work consists in studying the previous research on ICTs in food services and restaurants in the context of tourism and hospitality through a systematic literature review.

The systematic literature review is performed on full papers published in journals included in the Journal Citation Report of the WoS in the category of Hospitality, Leisure, Sport and Tourism. A total of 165 articles from 28 journals are analyzed, following different criteria, such as the research methods, perspectives, statistical techniques, geographical focus, topics, technologies, authors and universities.

The restaurant sector is more and more based on the creation of experiences and ICTs, through their multiple possibilities, can undoubtedly contribute to adding value to the simple meal and create and recreate experiences to attract and retain customers who are increasingly sophisticated and hooked on ICTs. ICTs are basic for managers taking decision at the highest level in food services and restaurants, so ICTs should not be seen as a technical tool but as an essential element for top management.

This paper examined articles from very well-known tourism and hospitality journals, leaving aside others as well as different publication formats such as books or papers presented at conferences.

A significant contribution made with this paper is the availability of a list of topics in the context of ICTs in food services and restaurants. These topics are classified into three areas (Consumers, Suppliers and Environment and Tendencies) that can serve as a future research framework. The paper also provides useful information to restaurant managers about ICTs, to researchers for their future projects and to academics for their courses.