Search results

Online reviewers' identity information is an essential cue by which consumers judge reviews on ecommerce platforms. However, few studies have explored how prior anonymous reviews and focal reviews affect reviewers' preference for anonymity. The purpose of this paper is to investigate why reviewers seek anonymity in terms of prior anonymous reviews and focal reviews.

Based on restaurant reviews collected from meituan.com, one of the largest group-buying ecommerce platforms in China, this study employed logistic regression to examine how prior anonymous reviews and focal reviews are associated with reviewers' preference for anonymity.

Results show that the volume and sequence of prior anonymous review are positively associated with the likelihood of reviewers' preference for anonymity, whereas focal review valence is negatively correlated with this preference. Focal review length is positively correlated with reviewers' preference for anonymity but negatively moderates the roles of review valence and prior anonymous reviews on this preference.

This study expands the information disclosure literature by exploring determinants of user identity disclosure from a reviewer perspective. This research also offers a methodological contribution by employing a more accurate measure to calculate reviewers' preference for anonymity, enhancing the empirical results. Lastly, this work supplements the online review literature on how prior anonymous reviews and focal reviews are associated with reviewers' identity disclosure.

This study aims to investigate how prior reviews posted by other consumers affect subsequent consumers’ evaluations and to what extent the review temporal distance can increase or reduce the social influence of prior reviews. In this study’s restaurant context, review temporal distance refers to the duration between dining time and review time of a dining experience.

The data of paired online restaurant reservations and reviews are analyzed using Ordered Logit Model. Two robustness checks are conducted to test the stability of the main estimation results.

The empirical results demonstrate that consumers’ restaurant evaluation is socially influenced by both the prior average review rating and number of prior reviews; review temporal distance has a direct negative effect on consumers’ restaurant evaluation; and review temporal distance increases the social influence of prior reviews.

This study suggests that online review matters. Both restaurants and the online review platforms should encourage consumers to share their experiences and post online reviews immediately after their consumption.

The study contributes to the literature on electronic word-of-mouth, social influence and psychological distance. First, the bi-directional nature of social influence on electronic word-of-mouth for experience-oriented product is documented. Second, for the first time, this study examines how review temporal distance could affect the social influence on consumers’ restaurant evaluation.

This study aims to measures the effects of managerial response on consumer electronic word-of-mouth (eWOM) and hotel performance.

A sample of 56,284 consumer reviews and 10,793 managerial responses for 1,045 hotels was retrieved from TripAdvisor, along with 30,232 performance records matched to these hotels on a quarterly basis.

This study finds that managerial response leads to an average increase of 0.235 stars in the TripAdvisor ratings of the sampled hotels, as well as a 17.3 per cent increase in the volume of subsequent consumer eWOM. Moreover, managerial response moderates the influence of ratings and volume of consumer eWOM on hotel performance.

This study offers a practical model that enables hotel managers to orchestrate social media marketing approaches and efforts toward an optimal social media strategy.

This study differs from extant literature that has extensively focused on consumer reviews by providing a new perspective of management intervention in the social media context. By examining the interplay of managerial response and consumer eWOM at the individual hotel level, this study provides empirical evidence of managerial response affecting hotel performance through the increased ratings and volume of consumer eWOM. This study also offers insights into the practical importance of crafting intervention opportunities to cultivate the continued engagement of consumers on social media and increased hotel performance.

The purpose of this paper is to examine how regional factors affect customer satisfaction in the food service sector. This is achieved through investigating the moderating effects on the most important attributes of restaurants.

Hierarchical linear models, comprising customer observations nested within regions, were developed to explore whether there is any variance in customer satisfaction with the restaurants of an international chain (hereafter known as K Restaurants) across 52 regions in China and which regional factors contribute to understanding such variance.

The results indicate that there is an apparent difference in customer satisfaction across regions. Regional consumption level can positively (negatively) moderate the relationship between food taste (physical environment) and customer satisfaction. Economic condition and population density have a negative moderating effect on the relationship between the physical environment and customer satisfaction. Education level, however, does not have any regional effect on satisfaction.

Multinational companies or chain corporations must account for regional influences when evaluating their performance based on customer satisfaction surveys. Standardization across a nation is not necessarily the best approach because the various regions of a nation may differ in terms of socioeconomic condition.

This pioneering study examines the moderating effects of regional factors on the relationships between the attribute qualities of a restaurant and customer satisfaction.

This study aims to examine whether and how hotel class, attributes of the room, quality, location, cleanliness, and service influence room rates in hotels.

Regression models were developed for the hotel industry and for various grades of hotels.

Using data from New York, empirical findings suggest that room quality and location are important determinants of room price for the industry, but attributes that can influence room rates differ greatly among hotel segments.

Hotels can reap benefits from understanding customers' specific expectation of a market segment and seeking to provide amenities accordingly.

The quality of hotel attributes is evidenced through customer reviews on a travel advice website. The theory of the hierarchy of needs is supported in the hotel industry, namely, the ascending order of accommodation needs are the quality of a room, location, and service.

The International Journal of Contemporary Hospitality Management is a leading international journal in the field of hospitality and tourism management. It was started in 1989, and it turns 30 years old this year. To celebrate this anniversary, this paper presents a bibliometric overview of the publication and citation structure of the journal over the past 30 years. The purpose of this paper is to identify the relevant issues in terms of keywords and topics and who is achieving better results in terms of authors, universities and countries.

The Scopus database is used to collect the bibliographical material. A graphical mapping of the bibliographic data is developed by using VOSviewer software. It produces graphical maps with several bibliometric techniques, including co-citation, bibliographic coupling and co-occurrence of keywords.

The results indicate that English-speaking countries are producing the highest number of articles in the journal, followed by Asian institutions, with the Hong Kong Polytechnic University as the most productive institution.

To the best of the authors’ knowledge, there are no papers that present a general overview of the publication and citation structure of this journal. Its 30th anniversary is a good moment to develop this 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.

Hotels are dependent on information and communication technologies (ICTs) for both their internal management and their relationships with customers and the other stakeholders. Therefore, research on ICTs in the hotel sector has kept growing lately. The purpose of this paper is to offer a review of the literature dedicated to ICTs in hotel management by analyzing papers published in seven prestigious journals in the field of Hospitality Management.

The 147 papers analyzed – published over a 27-year period – have been studied according to a variety of criteria such as their research methods, perspective, statistics used, topics covered, technologies and authors and countries.

The conclusions suggest a promising future regarding both ICT applications for hotel management and research in this area.

Concerning limitations, the most important one stems from the selection of works subject to examination because our analysis dealt with papers published in only seven journals, other publication sources have not been considered. Nevertheless, the present paper can prove useful both for researchers and hotel managers because new trends are emerging in both contexts with regard to technologies themselves as well as to some of their uses.

One of the most important contributions made with this work is the preparation of a list with the topics covered by the papers under examination. Moreover, no studies have to date specifically tried to identify the technologies used in hotel management by means of a literature review.