Search results

1 – 10 of over 38000
To view the access options for this content please click here
Article
Publication date: 7 September 2018

Amanda Mapel Belarmino and Yoon Koh

Based on equity theory, this paper investigates if guests write on different review websites because of different internal motivations. Furthermore, it examines the…

Downloads
1285

Abstract

Purpose

Based on equity theory, this paper investigates if guests write on different review websites because of different internal motivations. Furthermore, it examines the moderating effect of service’ exceeds, neutral, negative, and service recovery–on the relationship between motivations and type of website to write reviews.

Design/methodology/approach

To exam if the star ratings of the same hotels were significantly different across hotel, online travel agency, and third-party review websites, this study collected 12,000 star ratings from 40 hotels across the US and conducted t-tests. A survey of 1,600 US travelers was administered to uncover the motivations for writing on different websites/website combinations. Four different scenarios were used to test the moderating effect of service: exceeds, neutral, negative, and service-recovery. These responses were analyzed using backwards stepwise regression.

Findings

Star ratings for the same hotel do differ among the three websites; hotel is the highest and third-party is the lowest. There are seven distinct groups of guests. Guests are motivated to write reviews to balance inequitable relationships. They decide which website/website combination best improves the equity relationship. This research indicates that guests’ choice of website is based on different internal motivations. The moderating effect of the service experience was significant.

Originality/value

This paper contributes to the literature by examining different motivations to write online reviews by website. Prior research typically examined one website or aggregated results from multiple websites, ignoring website specific differences. This can help hoteliers to understand why initiatives to promote reviews on certain websites may be unsuccessful.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 8
Type: Research Article
ISSN: 0959-6119

Keywords

To view the access options for this content please click here
Article
Publication date: 10 April 2019

Ping Wang and Hongxiu Li

The purpose of this study is to understand the antecedents and consequences of the perceived usefulness (PU) of travel review websites.

Downloads
1079

Abstract

Purpose

The purpose of this study is to understand the antecedents and consequences of the perceived usefulness (PU) of travel review websites.

Design/methodology/approach

An integrated model was proposed and 199 valid data were collected via a questionnaire survey from an online travel service company. The partial least squares structural equation modeling (PLS-SEM) was applied in data analysis.

Findings

The antecedents of the PU of travel review websites are utilitarian and hedonic perceptions, specifically the information quality of eWOM (utilitarian perceptions), curiosity fulfilment and enjoyment in travel review websites usage (hedonic perceptions). The PU of travel review websites positively impacts travelers’ eWOM generation, eWOM use and purchase decision.

Practical implications

This paper provides implications for travel review websites, social media managers and website designers on how to make a useful travel review website which will lead to eWOM use and generation, as well as purchase decision.

Originality/value

Prior literature has highlighted the importance of the PU of eWOM in determining travelers’ use of eWOM and purchase decision, the PU of eWOM websites has not attracted the attention of researchers. This paper is a new attempt to investigate the antecedents and consequences of the PU of travel review websites.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

To view the access options for this content please click here
Article
Publication date: 11 April 2019

Melissa A. Baker and Kawon Kim

This paper aims to examine the underlying motivations, attitudes and behaviors of exaggerated review posters and readers by examining the effect of review valence…

Downloads
1429

Abstract

Purpose

This paper aims to examine the underlying motivations, attitudes and behaviors of exaggerated review posters and readers by examining the effect of review valence, emotional expression and language complexity on perceived poster, website and firm trustworthiness and subsequent behavioral intentions.

Design/methodology/approach

This research uses a mixed-method approach using the qualitative critical incident technique (CIT) and quantitative experimental design. Study 1 uses CIT to examine exaggerated online reviews from the poster perspective where Study 2 uses CIT to examine readers’ perceptions of exaggerated reviews. Study 3 conducts a between-subjects experimental design examining the impact of valence (positive vs negative) × emotion (low vs high) × language (vague vs detailed) on trustworthiness and behavior intention.

Findings

Results of the two qualitative studies (Study 1 and 2) find posters and readers use language complexity and emotions in exaggerated reviews. The results from the quantitative experimental design study (Study 3) find that language style and emotions influence customer perceptions of poster, website and firm trustworthiness, which also mediates the relationship between the qualitative aspects of review text on behavioral intentions.

Practical implications

The findings provide multiple practical implications on the prevalence of exaggerated online reviews and the importance of language and emotion in determining customer perceptions and behavioral intentions.

Originality/value

By focusing on both readers and posters in exaggerated eWOM, specific motivations, emotions and language, this research contributes to the literature of online reviews, customer misbehavior, trustworthiness, language use and value co-destruction in online environments.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

To view the access options for this content please click here
Article
Publication date: 14 November 2016

Jorge Matute, Yolanda Polo-Redondo and Ana Utrillas

With the expansion of internet as a tool for exchanging information, companies include in their websites a virtual space to share information among users. The purpose of…

Downloads
8010

Abstract

Purpose

With the expansion of internet as a tool for exchanging information, companies include in their websites a virtual space to share information among users. The purpose of this paper is to explore the characteristics of consumers’ reviews (electronic word-of-mouth quantity, credibility and quality) as antecedents of customers’ online repurchase intentions. Specially, it proposes a model where trust on an online seller and perceived usefulness of a website mediate the influence of electronic word-of-mouth (EWOM) characteristics on repurchase intentions.

Design/methodology/approach

Structural equation modeling was employed on a sample of 252 online customers. An online questionnaire was aimed at internet users who had previously made an online purchase and read online reviews received from the vendor’s website.

Findings

Results show that only EWOM quality has a positive direct effect on consumers’ repurchase intention while quantity has a negative influence. Perceived usefulness mediates the influence of all EWOM characteristics on online repurchase intention. EWOM credibility and quality also indirectly influence repurchase intentions through trust on the online vendor.

Practical implications

This paper outlines ways to improve managerial implications by developing mobile applications or websites where the reviews have an appropriate volume and quality of information. Moreover, it suggests general advice to present online reviews in a useful manner to users who visit these websites.

Originality/value

This study is one of the first to propose an integrative model that studies in depth the three main EWOM characteristics and customer responses for understanding their repurchase behavior.

Details

Online Information Review, vol. 40 no. 7
Type: Research Article
ISSN: 1468-4527

Keywords

To view the access options for this content please click here
Article
Publication date: 19 September 2019

Chengzhi Zhang, Tiantian Tong and Yi Bu

Websites have their own features in aspect preference (e.g. the relative importance platforms place on product aspects in product evaluation). The purpose of this paper is…

Abstract

Purpose

Websites have their own features in aspect preference (e.g. the relative importance platforms place on product aspects in product evaluation). The purpose of this paper is to capture characteristics of different book reviews on aspect preferences by opinion mining techniques.

Design/methodology/approach

The authors employ two indicators for identifying aspect preferences, and propose a method for quantifying overall differences of reviews on aspect preferences through three dimensions: aspect awareness, aspect satisfaction and comprehensive value.

Findings

The results show that book reviews on e-commerce websites contain information about external aspects of a book (e.g. hardcover), while those on social network websites pay more attention to content-related aspects of the book (e.g. stories). These results indicate that aspect preferences of reviews vary from platforms and make it hard to evaluate book comprehensively based on single-source data. Online book reviews from a wide range of sources can assess book impact from multiple perspectives and dimensions.

Practical implications

In order to illustrate the value of the authors’ method, the authors show book impact assessment based on multi-source data as an application of these difference analyses. Furthermore, the authors present an example of a book promotion to provide customized marketing services for different user clusters.

Originality/value

This study investigates the influence of different data sources on book evaluation from the content of book reviews. The authors also showcase potential applications of these analyses in book impact assessment.

Details

Online Information Review, vol. 43 no. 7
Type: Research Article
ISSN: 1468-4527

Keywords

To view the access options for this content please click here
Article
Publication date: 13 September 2019

Rafael Anaya-Sánchez, Sebastian Molinillo, Rocío Aguilar-Illescas and Francisco Liébana-Cabanillas

This paper aims to focus on understanding how restaurant review sites generate trust among travellers and the effect of trust on the intention to visit and recommend…

Abstract

Purpose

This paper aims to focus on understanding how restaurant review sites generate trust among travellers and the effect of trust on the intention to visit and recommend restaurants while travelling.

Design/methodology/approach

The research model was assessed with data from a sample of 439 Spanish tourists using partial least squares structural equation modelling (PLS-SEM).

Findings

Information quality and source credibility are key for generating website trust. Website quality does not influence trust. Website trust is a key variable for explaining both intention to visit and recommend a restaurant, offline and online. Age is a significant moderator.

Research limitations/implications

This study expands the literature by assessing the antecedents and consequences of travellers’ trust in restaurant review sites during their trips.

Practical implications

Strategies are suggested for review sites, restaurants and destination managers.

Originality/value

This research enhances the knowledge of how consumers perceive restaurant review sites, and their behavioural intention while travelling.

目的

这项研究重点关注餐馆的评论平台是如何使旅行者产生信任的, 以及信任对旅行者对餐馆的访问意愿和推荐意愿的影响。

设计/方法/办法

本文根据439名西班牙游客的数据, 采用偏最小二乘结构方程模型(PLS-SEM)来对研究模型进行评估。

發現

信息质量和来源可信度是产生网站信任的关键。网站质量对信任没有影响。网站信任是一个关键的变量, 可解释人们线下或线上访问和推荐该餐馆的意愿。年龄是一个重要的调节因素。

啟示

本研究通过评估旅行者在旅途中对餐厅点评网站产生信任的前因与后果, 扩展了相关文献。

實際影響

为点评网站、餐厅和目的地管理者提供策略。

这项研究帮助了解了消费者如何认知餐厅点评网站, 以及他们在旅行时的行为意向。

關鍵字

口碑,網站信任,訪問意向,餐飲業,評論網站

Propósito

El objetivo de esta investigación es comprender cómo las páginas webs de reseñas de restaurantes generan confianza entre los viajeros, y cómo esta confianza afecta a la intención de visitar y recomendar restaurantes durante el viaje.

Diseño/metodología/enfoque

El modelo de investigación fue evaluado a partir de una muestra de 439 turistas españoles mediante la técnica de mínimos cuadrados parciales en un modelo de ecuaciones estructurales (PLS-SEM).

Resultados

La calidad de la información y la credibilidad de la fuente son variables clave en la generación de confianza hacia la página web. La calidad de la web no influye en la confianza. La confianza en la web es una variable fundamental para explicar tanto la intención de visitar como de recomendar un restaurante, dentro y fuera de Internet. La edad modera las relaciones del modelo.

Limitaciones/implicaciones de la investigación

Este estudio expande la literatura al evaluar los antecedentes y consecuentes de la confianza de los viajeros en las webs de reseñas de restaurantes durante sus viajes.

Implicaciones prácticas

Se sugieren varias estrategias para las webs de reseña, los restaurantes y los destinos turísticos.

Originalidad/valor

Esta investigación mejora el conocimiento sobre cómo los consumidores perciben a las webs de reseñas de restaurantes, así como sus intenciones de comportamiento mientras viajan.

Palavras-chave

Boca a boca, Confianza en el sitio web, Intención de visitar, Industria de la restauración, Sitios webs de opinión

Details

Tourism Review, vol. 74 no. 4
Type: Research Article
ISSN: 1660-5373

Keywords

To view the access options for this content please click here
Article
Publication date: 16 October 2009

Hilde A.M. Voorveld, Peter C. Neijens and Edith G. Smit

The aims of this paper are to provide an integrated literature review of factors influencing consumers' responses to brand websites; to describe the state of research in…

Downloads
4538

Abstract

Purpose

The aims of this paper are to provide an integrated literature review of factors influencing consumers' responses to brand websites; to describe the state of research in the past ten years; and to give an overview of the theories used in brand website studies.

Design/methodology/approach

Using a vote‐counting procedure, 736 findings from 50 empirical studies are synthesized. In a vote‐counting analysis the number of positive and negative significant relations between the same two variables is compared to the number of non‐significant relationships.

Findings

The analysis reveals which person‐related factors (e.g. involvement or flow) and website‐related factors (e.g. usability or interactivity) influence responses to websites and brands. To explain such responses many studies integrate new theoretical concepts (e.g. interactivity or telepresence) into traditional theories. Furthermore, the review shows that the current state of research is limited by the use of forced exposure, student samples and the measurement of affective responses.

Practical implications

The present study investigates an increasingly popular approach to promote brands at the internet: the use of brand websites. The study gives insight into factors influencing the effectiveness of these websites. Marketers can use this knowledge to improve the effectiveness of their websites.

Originality/value

The paper provides a valuable contribution to the literature on brand websites. The paper can form the basis for future research on this topic.

Details

Internet Research, vol. 19 no. 5
Type: Research Article
ISSN: 1066-2243

Keywords

To view the access options for this content please click here
Book part
Publication date: 24 November 2011

Robert L. Bothmann and Kellian Clink

This chapter describes means for selecting websites and the resources needed to add them to online catalogs. Reasons are given for including websites in online catalogs…

Abstract

This chapter describes means for selecting websites and the resources needed to add them to online catalogs. Reasons are given for including websites in online catalogs such as timeliness and geographic specificity. A historical overview of Choice Reviews, wikis, and web-based sources of websites is given along with an overview of Minnesota state resources from the point of view of using them as collection development tools for finding web resources. Social work librarians in the state were surveyed about their websites selection processes and the authors conducted time/cost studies of cataloging of online web resources. Findings were that librarians had little time to seek out websites and relied on Choice reviews to keep abreast of new and changing sites. Sources from the library literature and logs of staff time for cataloging of websites were used to approximate the costs of providing access. Although the cost/time study applied only to one library, the methodology and findings can be applied in almost any discipline and different types and sizes of libraries. While budgetary hardships will make librarians think hard about adding free resources to their catalogs, this chapter helps to quantify the necessary resources, implications, and reasons for inclusion of free web resources in online catalogs.

Details

Librarianship in Times of Crisis
Type: Book
ISBN: 978-1-78052-391-0

Keywords

To view the access options for this content please click here
Article
Publication date: 3 December 2020

Monireh Gharibe Niazi, Masumeh Karbala Aghaei Kamran and Amir Ghaebi

This study aims to design a proposed framework for evaluating university websites.

Downloads
408

Abstract

Purpose

This study aims to design a proposed framework for evaluating university websites.

Design/methodology/approach

This study is an exploratory mixed research. It was an applied research in terms of objective and used the Delphi technique and systematic review and meta-analysis approaches. Data collection tools were done through library studies, Delphi checklist and observation. The statistical population of the research comprised 17 experts who are designers of university websites and 20 Iranian university websites selected from the Webometrics website. The statistical data were analyzed using fuzzy methods, descriptive and inferential statistical methods and the SWARA weighting method. Also, the statistical analysis software SPSS 20 and Excel 2016, TOPSIS engineering software and MAXQDA were used.

Findings

Findings indicated that the dimensions of the designed proposed framework in order of their weights are credibility (0.130), reliability (0.125), usability (0.120), website design (0.110), functionality (0.104), content (0.100), page design (0.0922), efficiency (0.082), Webometrics (0.070) and systematic evaluation (0.067). Mebrate’s (2010) framework had the highest overlap (mean = 74.65), and Webometrics (mean = 18.5) had the least overlap and dependency (mean = 19) with the proposed framework. In the evaluation of the 20 university websites of Iran selected from the Webometrics site, the University of Tehran was ranked first with a score of 82.7 and Shiraz University was ranked last with a score of 75.

Originality/value

This study provides a comprehensive proposed framework for evaluating university websites that eliminates the shortcomings of all models, frameworks and methods of university website evaluation that focused only on one or more dimensions of university websites.

Details

The Electronic Library , vol. 38 no. 5/6
Type: Research Article
ISSN: 0264-0473

Keywords

To view the access options for this content please click here
Article
Publication date: 10 August 2018

Simone Clunie and Darlene Ann Parrish

As libraries are required to become more accountable and demonstrate that they are meeting performance metrics, an assessment website can be a means for providing data for…

Abstract

Purpose

As libraries are required to become more accountable and demonstrate that they are meeting performance metrics, an assessment website can be a means for providing data for evidence-based decision making and an important indicator of how a library interacts with its constituents. The purpose of this paper is to share the results of a review of websites of academic libraries from four countries, including the UK, Canada, Australia and the USA.

Design/methodology/approach

The academic library websites included in the sample were selected from the Canadian Association of Research Libraries, Research Libraries of the United Kingdom, Council of Australian University Libraries, Historically Black College & Universities Library Alliance, Association of Research Libraries and American Indian Higher Education Consortium. The websites were evaluated according to the absence or presence of nine predetermined characteristics related to assessment.

Findings

It was discovered that “one size does not fit all” and found several innovative ways institutions are listening to their constituents and making improvements to help users succeed in their academic studies, research and creative endeavors.

Research limitations/implications

Only a sample of academic libraries from each of the four countries were analyzed. Additionally, some of the academic libraries were using password protected intranets unavailable for public access. The influences of institutional history and country-specific practices also became compelling factors during the analysis.

Originality/value

This paper seeks to broaden the factors for what is thought of as academic library assessment with the addition of qualitative and contextual considerations.

Details

Performance Measurement and Metrics, vol. 19 no. 3
Type: Research Article
ISSN: 1467-8047

Keywords

1 – 10 of over 38000