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Article
Publication date: 11 January 2023

Victor Oluwafemi Olorunsola, Mehmet Bahri Saydam, Taiwo Temitope Lasisi and Ali Ozturen

Archaeological heritage tourism has great potential for development in numerous destinations. However, literature on archaeological heritage tourism is scarce and…

Abstract

Purpose

Archaeological heritage tourism has great potential for development in numerous destinations. However, literature on archaeological heritage tourism is scarce and empirical data are minimal. This paper aims to identify the main themes shared in online reviews by tourists, as well as identify factors known as satisfiers and dissatisfiers based on Herzberg’s two-factor theory among tourists who visited Petra UNESCO heritage site.

Design/methodology/approach

The research used content analyses to analyse 1,419 tourist’s online reviews on TripAdvisor. Leximancer software provided computer-assisted qualitative data analysis that pinpoint the dominant themes, after which further qualitative analysis found the main narratives associated with different satisfaction groups.

Findings

Successively, seven themes were revealed: entrance, trip, monastery, buildings, animal, carriage and safe. Furthermore, a four-dimensional model was postulated to help understand the components and flow of visitors’ experiences in an archaeological heritage site. In addition, the findings of the study revealed that tourists who scored their experience as 4 (very good) or 5 (excellent) (satisfiers) commonly shared perceptions about architecture, buildings, safe, temples, monasteries, tours, tombs and helpful. Contrarily, reviewers that rated their experience as 1 (terrible) or 2 (poor) (dissatisfiers) shared narratives around concepts such as expensive, animals, carriages, locals and shops.

Originality/value

The results offer valuable understandings of cultural heritage tourists’ overall experiences based on TripAdvisor reviews and facilitate the identification of the dominant themes associated with drivers of tourists’ satisfaction/dissatisfaction.

Details

Consumer Behavior in Tourism and Hospitality, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2752-6666

Keywords

Open Access
Article
Publication date: 15 August 2022

Victor Oluwafemi Olorunsola, Mehmet Bahri Saydam, Huseyin Arasli and Deniz Sulu

Sustainable tourism is becoming more popular all over the world. Eco-friendly (green) hotels are properties that are friendly to the environment and are becoming…

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Abstract

Purpose

Sustainable tourism is becoming more popular all over the world. Eco-friendly (green) hotels are properties that are friendly to the environment and are becoming increasingly popular among green travellers. Electronic word-of-mouth is a technique of communicating with consumers in order to share their experiences, and it is a significant marketing tool for hotels. This paper aims to identify the main themes shared in online reviews by tourists visiting eco-friendly hotels, and which of these themes were associated with satisfaction and dissatisfaction ratings.

Design/methodology/approach

The research used qualitative content analyses to analyse 1,202 user-generated content of the top 10 hotels in UK shared by guests on an online platform.

Findings

The analyses revealed nine themes in descriptions of airline travel experiences. These are “hotel amenities”, “services”, “location”, “staff”, “eco” (eco-friendly activities), “value” and “recommend/revisit” (intentions). Negative comments are associated with the “bathroom”, “mattress”, “water”, “bed”, “price”, “shower”, “Wi-Fi” and “restaurant” concepts.

Originality/value

This study differs from previous research in which it aims to address a void in the literature on the shortcomings of research focused on finding the dominant themes expressed in online reviews by tourists visiting eco-friendly hotels, and it does so using data mining approach.

Details

International Hospitality Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2516-8142

Keywords

Article
Publication date: 21 June 2021

Ali Öztüren, Hasan Kilic, Victor Oluwafemi Olorunsola and Benjamin Omeiza Osumeje

This paper aims to uncover the critical factors relating to the enhancement of a natural tourism attraction from a visitor perspective.

Abstract

Purpose

This paper aims to uncover the critical factors relating to the enhancement of a natural tourism attraction from a visitor perspective.

Design/methodology/approach

The reviews (n = 336) of Golden Beach, Karpaz were collected from the Tripadvisor.com platform. Content analysis was conducted with Leximancer software to determine the themes relating to natural tourism attraction development.

Findings

The most widely highlighted themes in the data were environment, infrastructure, location, activities, visitors and locals. Pro-environmental visitors, the responsibilities of government and visitor management issues are discussed in relation to managing natural tourism attractions.

Practical implications

The paper has a number of practical implications for tourism stakeholders involved in developing sustainable destinations.

Originality/value

This paper emphasises the value of analysing visitor generated comments in order to better understand visitor thoughts and perceptions. In so doing, the authorities can make decisions that align with the expectations of visitors and manage their resources accordingly.

Details

Worldwide Hospitality and Tourism Themes, vol. 13 no. 4
Type: Research Article
ISSN: 1755-4217

Keywords

Article
Publication date: 3 January 2023

Victor Oluwafemi Olorunsola, Mehmet Bahri Saydam, Taiwo Temitope Lasisi and Kayode Kolawole Eluwole

Capsule hotels are a revolutionary Japanese concept of lodging that dates back over four decades. On the other hand, capsule hotels are a relatively new concept for most…

Abstract

Purpose

Capsule hotels are a revolutionary Japanese concept of lodging that dates back over four decades. On the other hand, capsule hotels are a relatively new concept for most travelers outside of Japan. Organizations within this target segment are starting to recognize the critical role that an excellent customer experience management (CEM) strategy offers in improving competitiveness and organizational success. Thus, this research provides scholastic insight into the framework of CEM by evaluating the user-generated content at capsule hotels.

Design/methodology/approach

This study inspected 1,304 online user-generated content from the top 10 capsule hotels from Booking.com. Leximancer 4.5 was deployed to analyze the data.

Findings

The analyses revealed nine key themes to CEM of capsule hotels which are “staff,” “hotel,” “area,” “location,” “bed,” “capsule,” “check-in,” “noisy” and “luggage”.

Practical implications

This research encourages hospitality and tourism executives to develop specific strategies for capsule hotels.

Originality/value

This research differs from previous writings in that it attempts to fill a gap in the research by offering insight into the issue in the low-budget hotel industry and by identifying key indicators that influence customer experience.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 6 October 2022

Mehmet Bahri Saydam, Victor Oluwafemi Olorunsola and Hamed Rezapouraghdam

Although a vast amount of research has been started to gauge customer satisfaction using surveys, the influence of COVID-19 on passengers' satisfaction has not received…

Abstract

Purpose

Although a vast amount of research has been started to gauge customer satisfaction using surveys, the influence of COVID-19 on passengers' satisfaction has not received enough attention. Hence, the primary purpose of this research is to determine the dominant themes that emerged from airline travelers' online reviews and to determine attributes that are pertinent to the satisfaction of passengers flying with low-cost carriers (LCC) during the COVID-19 outbreak. In addition, this study investigates whether the salient themes of passengers' overall experiences vary by traveler origin, which may give more insight into airline sector market segmentation.

Design/methodology/approach

Leximancer software was used to construct concepts from words, followed by themes in the data analysis.

Findings

The analyses revealed eight themes in descriptions of “travel experiences” for airline passengers. These are “flights,” “staff,” “service,” “hygiene,” “cancellations,” “legroom,” “COVID-19” and “test”. Negative reviews associated with “cancellations,” “refund,” “waiting” and “baggage” (handling) concepts.

Originality/value

The findings provide important information about airline passengers' overall experiences. Limited studies have comprehensively considered various satisfaction categories of airline travelers using online reviews.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

Keywords

Open Access
Article
Publication date: 16 March 2022

Mehmet Bahri Saydam, Victor Oluwafemi Olorunsola, Turgay Avci, Tamar Haruna Dambo and Kadir Beyar

The COVID-19 pandemic has resulted in significant changes in tourists’ attitudes and behaviors mostly as a result of confinement-related problems. Although various studies…

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Abstract

Purpose

The COVID-19 pandemic has resulted in significant changes in tourists’ attitudes and behaviors mostly as a result of confinement-related problems. Although various studies have been conducted to analyze customers’ perceptions of service quality and satisfaction using a drop-off/pick-up method, the influence of COVID-19 on customers’ perceptions of service quality and satisfaction has not been examined using online reviews. It is critical to evaluate satisfaction aspects from user-generated content to ascertain their preferences for hotel services during the pandemic. This research aims to explore the viewpoint shared online by hotel tourists, as well as identify which service practice is associated with higher and lower satisfaction during the COVID-19 pandemic.

Details

Tourism Critiques: Practice and Theory, vol. 3 no. 1
Type: Research Article
ISSN: 2633-1225

Keywords

Article
Publication date: 4 April 2022

Victor Oluwafemi Olorunsola, Mehmet Bahri Saydam, Oluwatobi A. Ogunmokun and Ali Ozturen

This paper proposes a research model in which work engagement (WE) mediates the effects of corporate social responsibility (CSR) and internal marketing (IM) simultaneously…

Abstract

Purpose

This paper proposes a research model in which work engagement (WE) mediates the effects of corporate social responsibility (CSR) and internal marketing (IM) simultaneously on customer-oriented boundary-spanning behavior (COBSB).

Design/methodology/approach

The study deploys structural equation modeling (SEM) to examine data acquired from 355 frontline bank employees (FBE) of private banks.

Findings

The findings of this study demonstrate that both FBE's perceptions of CSR and IM are positively related to their WE, proposing that adding CSR practices to existing IM programs is likely to boost anticipated employee work attitudes such as WE, which consecutively increase positive employee job outcomes such as COBSB. This research contributes to the body of knowledge by conceptually and empirically gauging CSR and IM practices simultaneously in the banking sector.

Originality/value

This study contributes to the existing body of knowledge by investigating the relationship between CSR and IM to COBSB via WE in frontline service roles in the retail banking sector.

Details

International Journal of Bank Marketing, vol. 40 no. 4
Type: Research Article
ISSN: 0265-2323

Keywords

Content available
Article
Publication date: 11 August 2021

Richard Teare

250

Abstract

Details

Worldwide Hospitality and Tourism Themes, vol. 13 no. 4
Type: Research Article
ISSN: 1755-4217

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