Search results

The purpose of this paper is to investigate to which extent the concept of communities of practice (CoPs) can be applied to online communities and to explore how organizations can better utilize online social structures for their knowledge management practice.

A case study was used to examine an online community with the practice‐and‐identity framework that characterizes conventional CoPs. Qualitative data analysis was conducted primarily on 7,853 messages downloaded from the online community during a six week period.

The results showed how an online community could manifest the practice and identity characteristics of conventional CoPs as community members actively engaged in their shared practice and identity development while pursuing a joint enterprise. Research limitations/implications – The study was conducted in a single Chinese online community on traveling, which may limit the generalizability of the findings.

This study suggested how organizations can nurture online CoPs. In addition, a hierarchical model was proposed to help organizations identify the appropriate online social structure for their knowledge management purposes. Originality/value – This study empirically verified that CoPs can emerge from online communities and demonstrated that the concept of CoPs can be used to guide knowledge sharing and knowledge creation in online environments.

The aim of this study is to understand the knowledge-sharing structure and co-production of trip-related knowledge through online travel forums.

The travel forum threads were collected from TripAdvisor’s Sydney travel forum for the period from 2010 to 2014, which contains 115,847 threads from 8,346 conversations. The data analytical technique was based on a novel methodological approach – visual analytics, including semantic pattern generation and network analysis.

Findings indicate that the knowledge structure is created by community residents who camouflage as local experts and serve as ambassadors of a destination. The knowledge structure presents collective intelligence co-produced by community residents and tourists. Further findings reveal how these community residents associate with each other and form a knowledge repertoire with information covering various travel domain areas.

The study offers valuable insights to help destination-management organizations and tour operators identify existing and emerging tourism issues to achieve a competitive destination advantage.

This study highlights the process of social media mediated travel knowledge co-production. It also discovers how community residents engage in reaching out to tourists by camouflaging as ordinary users.

Marketing literature views word-of-mouth (WOM) as unidirectional communication in which consumers transmit either positive or negative messages based on their consumption experiences. Becoming visible in online forums, however, are consumers who engage in WOM as part of interactions with other consumers. This article aims to investigate a phenomenon frequently occurring in these interactions: consumers who defend companies and brands against others' negative WOM.

The authors investigated the online defense phenomenon in its natural setting using an online ethnography, known as a netnography.

This study provides empirical evidence for the existence of six different defense styles, as well as details of the identified factors underlying consumers' choices of defense styles. Moreover, the authors' analysis highlights the different outcomes of various company- and brand-defending behaviors and illustrates that this consumer phenomenon can be effective in preventing the spread of negative WOM or in mitigating its impact.

Future research could benefit from further testing the effectiveness of the various defense styles as well as investigating how to stimulate this important buffer against negative WOM.

Companies are increasingly allocating resources to the monitoring of online conversations so as to be able to respond to criticisms in social media. The authors' findings indicate that other consumers frequently respond to these complaints before the companies do. These company and brand defenders could replace some of the resources companies currently devote to social media.

The present study identifies company and brand defending as a new WOM activity, thus extending the concept of WOM beyond praising and complaining. In addition, this study suggests that consumers who counter negative messages are not necessarily loyal, as previously assumed, but rather motivated by a sense of justice or a need for self-enhancement.

The purpose of this paper is to provide a review of hospitality and tourism studies that have used social media analytics to collect, examine, summarize and interpret “big data” derived from social media. It proposes improved approaches by documenting past and current analytic practice addressed by the selected studies in social media analytics.

Studies from the past 18 years were identified and collected from five international electronic bibliographic databases. Social media analytics-related terms and keywords in the titles, keywords or abstracts were used to identify relevant articles. Book chapters, conference papers and articles not written in English were excluded from analysis. The preferred reporting items for systematic reviews and meta-analyses (PRISMA) guided the search, and Stieglitz and Dang-Xuan’s (2013) social media analytics framework was adapted to categorize methods reported in each article.

The research purpose of each study was identified and categorized to better understand the questions social media analytics were being used to address, as well as the frequency of each method’s use. Since 2014, rapid growth of social media analytics was observed, along with an expanded use of multiple analytic methods, including accuracy testing. These factors suggest an increased commitment to and competency in conducting comprehensive and robust social media data analyses. Improved use of methods such as social network analysis, comparative analysis and trend analysis is recommended. Consumer-review networks and social networking sites were the main social media platforms from which data were gathered; simultaneous analysis of multi-platform/sources of data is recommended to improve validity and comprehensive understanding.

This is the first systematic literature review of the application of social media analytics in hospitality and tourism research. The study highlights advancements in social media analytics and recommends an expansion of approaches; common analytical methods such as text analysis and sentiment analysis should be supplemented by infrequently used approaches such as comparative analysis and spatial analysis.

本文对酒店旅游学科中采用社交媒体数据分析的文献进行梳理。本文通过审阅其相关分析方法的文献来提出分析方法的改进策略。

样本数据包括过去18年中五个国际在线文献索引库中的文献。搜索通过标题、关键词、或者摘要中出现社交媒体数据分析等相关字样的文章。书章节、会议文章、以及非英文文章未被收录在索引中。系统回顾和文献综述的方法（PRISMA）指导本文文献索引, Stieglitz和Dang-Xuan（2013）社交媒体数据分析框架作为本文文献分类的方法。

本文汇报了每篇文献的研究目的以及系统归类以更好理解社交媒体数据分析的研究问题以及每种方法的使用频率。自2014年起, 社交媒体数据分析快速增长, 以及其他相关分析方法, 包括精度测试（accuracy testing）。这些结果表明更多全面、稳定的分析方法需求增强以及竞争激烈。本文推荐使用改良方法, 比如社交网络分析法、比较分析、趋势分析等。消费者评价网络和社交网站成为主要社交媒体网络数据的提供平台。本文推荐多源数据应该同步分析以提高有效性和全面性的理解。

本文是首篇酒店旅游领域中对社交媒体数据分析的系统文献回顾型文章。本文强调了社交媒体数据分析的先进性以及扩展其方法的全面性；常见分析方法比如文本分析和情感分析应该结合非常见的分析方法比如比较分析法和空间分析法进行系统分析。

关键词 – 关键词 对比分析, 情感分析, 用户原创内容,社交媒体分析, 主题模型, 空间分析, 文本分析文章类型 文献综述

Understanding customers is critical for service researchers and practitioners. Today, customers are increasingly active online, and valuable information about their opinions, experiences and behaviors can be retrieved from a variety of online platforms. Online customer information creates new opportunities to design personalized and high-quality service. This paper aims to review how netnography as a method can help service researchers and practitioners to better use such data.

A systematic review and analysis were conducted on 321 netnography studies published in marketing journals between 1997 and 2017.

The systematic review reveals that netnography has been applied in a variety of ways across different marketing fields and topics. Based on the analysis of existing netnography literature, empirical, theoretical and methodological recommendations for future netnographic service research are presented.

This paper shows how netnography can offer service researchers unprecedented opportunities to access naturalistic online data about customers and, hence, why it is an important method for future service research.

Netnographic research can help service firms with, for example, service innovation, advertising and environmental scanning. This paper provides guidelines for service managers who want to use netnography as a market research tool.

Netnography has seen limited use in service research despite many promising applications in this field. This paper is the first to encourage and support service researchers in their use of the method and aims to stimulate interesting future netnographic service research.

This study aims to examine the relationships between stimuli of website experience (information/content, interactive features and design–visual appeal) and online engagement (cognitive processing, affection and activation) with consumer-generated media and brand advocacy. Furthermore, this study examines if online engagement mediates the relationships between website stimuli of experience dimensions and brand advocacy.

A total of 183 valid online questionnaires were collected, from members of an online forum related to travel and leisure, to empirically test the measurement and structural model using partial least square path modeling. The study sample includes consumers who search for, select and book hotel rooms via Booking.com.

The findings confirm that information/content and design–visual appeal have a significant impact on all three dimensions of online engagement whereas interactive features of a website have significant impact on affection and activation. Furthermore, results suggest that affection and activation predict brand advocacy and engagement mediates the effect of stimuli of experience on brand advocacy.

This is the first attempt to explain the relationships between website stimuli of experience (information/content, interactive features and design–visual appeal), online engagement (cognitive processing, affection and activation) and brand advocacy. Altogether, these variables are not well studied and understood in current literature despite having important implications for managers, academicians and consumers alike.

本论文旨在检验网站体验卖点（信息/内容、互动功能、设计-视觉吸引力）、对消费者自发媒介（CGM）的在线参与（理性思维方面、情感感性方面、和行动力方面）、以及品牌拥护的关系。此外, 本论文还检验在线顾客参与是否从中调节了网站体验卖点和品牌拥护的关系, 从而变成了中间变量。

本论文采用在线问卷采样形式, 一家在线旅游网站的成员为问卷样本, 有效样本数量为183份。本论文采用偏最小二乘回归的样本数据分析方法来分析数据。其中样本是从Booking.com搜索、选择、预定酒店的消费者。

信息/内容和网站设计-视觉吸引力对三种在线顾客参与的维度都有显著作用。而网站的互动性只对在线顾客参与的情感感性维度和行动力维度上有显著作用。此外, 研究结果还证明感性参与和参与行动促进品牌拥护, 因此, 在线参与成为网上体验卖点和品牌拥护的中间变量。

本论文是仅有几篇解释网站体验卖点（信息/内容、互动功能、和设计-视觉吸引力）与在线参与（理性思维方面、情感感性方面、和行动力方面）和品牌拥护之间关系的文章之一。总而言之, 这些变量还处在研究前沿阶段, 现有文献尚未全面研究这些变量, 尽管它们对于管理者、学者、以及消费者有着很重要的意义。

信息/内容、互动功能、设计-视觉吸引力、在线参与、品牌拥护

研究论文

This study aims to explore the meanings of solo travel for Asian women, focussing on how Asian women construct and negotiate their identities in the heteronormalised, gendered and Western-centric tourism space.

In-depth interviews were conducted with 35 Asian solo female travellers from ten Asian countries/societies and analysed using constructivist grounded theory. The interpretation was guided by a critical stance and intersectionality lens.

The findings show that solo travel provides a means for self-discovery but the path was different for Asian women, for whom the self is constructed by challenging the social expectations of Asian women. Western-centric discourse was identified in the participants’ interactions with other (Western) travellers and tourism service providers, as well as in the ways these Asian women perceive themselves in relation to Western travellers. In addition to gendered constraints and risks, the findings also reveal the positive meaning of being Asian women in the gendered tourism space.

By labelling Asian women, the study risks adopting an essentialised view and overlooking the differences within the group. However, this strategic essentialism is necessary to draw attention to the inequalities that persist in contemporary tourism spaces and practices.

This study investigated Asian solo female travellers, an emerging but under-researched segment. It provides a critical examination of the intersectional effect of gender and race on identity construction for Asian solo female travellers. This study shows the need for a more inclusive tourism space.

This is the ninth article on social science, humanities, news, and general databases in a continuing series of articles summarising and commenting on new database products. There are two companion articles: one covering science, technology and medicine (STM) appeared in Online & CDROM Review vol. 21, no. 1 and the other covering business and law (BSL) will appear in Online & CDROM Review vol. 21, no. 3. The articles are based on the newly appearing database products in the Gale Directory of Databases. The Gale Directory of Databases (GDD) was created in January 1993 by merging Computer‐Readable Databases: A Directory and Data Sourcebook (CRD) together with the Directory of Online Databases (DOD) and the Directory of Portable Databases (DPD).

This paper aims to explore and model tourists’ perceptions of corruption-related holiday incidents and their impact on travel preferences and behavior.

This research methodology reflects an exploratory-sequential, mixed-method design, comprising a content analysis of 205 online reviews, followed by a survey of 268 respondents.

According to the data collected and analyzed, exposure to corruption appears to be more than an exception for holidaymakers. Moreover, tourists often associate corruption with a wide spectrum of incident types; those ranging from personal integrity threats to service delivery failures and heritage/attraction mismanagement. The impact of such incidents on travel preferences and behavior of tourists is highly dependent on the perceived competence, effectiveness and professionalism of local (destination) public services and authorities.

Recommendations for destination stakeholders include the need to enable and take ownership of tourists’ complaints and the importance of recognizing the role of heritage attractions as corruption-related symbols and destination image carriers.

This paper attempts to establish the connection between corruption and tourism externalities within the context of the recent “over-tourism” debate. In exploring tourism-corruption, the authors adopt a “micro-behavioral” perspective, which represents a novelty in the related macro/systemic-level approach, characterizing the predominant research in this area. Moreover, in terms of research methodology, both qualitative and quantitative methods are combined. This is an ambitious and challenging research design, demonstrating the synergies between the two paradigms and contributing to the completeness of the paper.

Tourism may be described variously because of its “close” relationships with other social sciences, including economics, politics, sociology, cultural anthropology, psychology and even law and statistics. As per Wahab (1971) tourism is a “system” that relates to the sociosphere and is a complex combination of interrelated industries and trades. Although it would be very difficult to describe tourism under one definition due to its many facets, a clear concept and a precise definition of the terms related to the phenomenon of tourism is required before we proceed with the analysis of determinants and motivations of tourism in the world economy.