Multilevel Analysis of the Relationship Between Type of Travel,Online Ratings,and Management Response: Empirical Evidence from International Upscale Hotels

The diverse characteristics of customers and hotels have been identified as relevant to online customer satisfaction at the individual level. In this study, a comprehensive examination is conducted, through the use of a multilevel, nested model and secondary data set. The results show that both online review experience and management response frequencies can positively affect customer satisfaction. Additionally, hotel managers need to pay more attention to customers who have less online review experience when they carry out targeted response strategies. The findings have various implications for both academic researchers and hotel operators.     

酒店动态定价背景下的顾客情绪与购后行为研究 ——基于在线评论的证据

当前,酒店受收益最大化的驱使,透过电商平台更加频繁地对价格进行动态调整,而借助互联网,顾客获取价格信息的渠道也越来越多,对价格歧视的感知更明显,动态定价策略势必会对顾客情绪和购后行为产生影响。因此,以携程旅行网3256条酒店在线评论为分析文本,运用内容分析法中的词频分析、情绪分析以及社会语义网络分析进行研究。词频分析结果显示高频词集中于动态定价类、情绪类以及顾客行为类;情绪分析结果显示顾客情绪中消极情绪占据主导地位,其次是积极情绪,最后是中性情绪;结合编码方法总结出顾客购后行为有:自我保护、报复、顾客忠诚、利他四类;社会语义网络分析中顾客对动态定价总体表现出“核心层—次核心层—边缘层”的层级结构。最后根据研究结论,文章提出了相应的管理建议。     

The Effect of Social Media on Reputation During a Crisis Event in the Cruise Line Industry

ABSTRACT

This research evaluates social media’s role in shaping perceptions of reputation during crisis management in a cruise line setting. Data were collected from respondents in the United States and Germany (N = 334) to explore the influence of speed and clarity of corporate response, brand familiarity, and cultural values on the perception of corporate reputation of a cruise line experiencing a crisis. Results indicated that speed of response using social media, brand familiarity, and cultural values of the respondent affected perceptions of corporate reputation of a cruise line after a crisis.     

网络点评对民宿顾客住宿意愿的影响——信任的中介作用探讨

网络点评是影响民宿顾客住宿意愿的重要因素。本研究以信任理论为基础,从顾客需求视角探讨民宿顾客对网络平台的信任和对民宿主人的信任在网络点评和民宿顾客住宿意愿之间的作用。研究发现:(1)网络点评对民宿顾客住宿意愿的直接影响效应显著;(2)顾客信任的二维度(对网络平台的信任和对民宿主人的信任)在网络点评和民宿顾客住宿意愿之间起串联中介作用,但是顾客信任的两个维度不能单独在网络点评和民宿顾客住宿意愿之间起中介作用。本研究揭示了网络点评对民宿顾客住宿意愿的作用路径,为民宿营销提供了新视角。     

Engagement-Based Loyalty: The Effects of Social Media Engagement on Customer Loyalty in the Travel Industry

In this article, we investigate the relation between customer loyalty and social media engagement. Two dimensions of customer loyalty are considered: affective and conative loyalty. We distinguish two forms of social media engagement: consuming of social media (passive engagement) and contribution to social media (active engagement). In a survey among 1,050 customers of a travel agency, the level of engagement of customers with the company’s social media activities is measured in relation to their degree of loyalty. Results show a partial positive relationship between social media engagement and customer loyalty: only consuming social media is directly related to affective loyalty.     

Environmental Management,Environmental Image and the Competitive Tourist Attraction

Studies of competitiveness have been most often conducted at the destination rather than the attraction level. However, a destination is an aggregation of tourist attractions plus supporting infrastructure and services, and many attractions are small-scale destinations in themselves, providing visitors with multiple opportunities. This paper, by examining the environmental strategies adopted in the development process of Nanshan Cultural Tourism Zone, the most visited attraction in Hainan, China, shows that the image, and hence the competitiveness of tourist attractions can be enhanced through sound environmental management practices.     

Online Customer Experience and Its Relationship to Repurchase Intention: An Empirical Case of Online Travel Agencies in China

The study reported here examines the relationship between flow experience and repurchase intention by focusing on the joint mediating effects of loyalty. Data were taken from a survey of shopping experiences, at online travel websites, of 325 customers in China. The results show that flow experience has a significant effect on repurchase attention. Moreover, interactive speed, skill, challenge, perceived control, telepresence, perceived usefulness, and perceived ease of use are positively related to flow experience. Lastly, the findings show that loyalty, to some extent, acts as a mediator between flow experience and repurchase attention.     

Use of social media across the trip experience: An application of latent transition analysis

Recent advanced technologies have enabled travelers to communicate, interact, and form relationships with destinations, businesses, and other travelers through social media. However, the nature/patterns of use of social media by travelers varies substantially between travelers and across the trip experience (e.g. pre-, during, and post-trip); consequently, travelers develop their own idiosyncratic strategies (i.e. media repertoires) for information searching, communicating, and storing memories. There are four distinct and dominant repertoires of social media use across the three stages of the trip experience. As such, the findings clearly indicate that destination marketers should target the respective groups very differently.     

Ideal image in process: Online tourist photography and impression management

This paper discusses the role of impression management in the production of online tourist photography and how it works along with other underlying dimensions that shape photographic decisions at various stages of image selection. The paper illustrates that the selection of photographs is so intimately linked to impression management that it even extends to the decision of whether to bring a camera along on a trip in the first place. Tourists are constantly caught in the dilemma of who to satisfy during the selection process. This study suggests that social media and photography facilitate social comparison, thus the tourist gaze is being redefined even more rapidly nowadays.     

An Investigation of Gen-Y's Online Hotel Information Search: The Case of Hong Kong

The Internet has made searching for hotel room information and making online reservations common practices among hotel guests. Despite constantly changing consumer behavior and widespread application of online hotel information sources, limited studies have been conducted to examine the online sources used frequently by customers and the related attributes of such sources. As such, drawing from an online questionnaire survey with 205 respondents, findings in this study indicate that there are no socio-demographic effects on future purchase intention of Generation (Gen) Y travelers. Moreover, websites of suppliers (e.g. official websites of hotels), travel intermediaries (e.g. Hotels.com), and social media (e.g. TripAdvisor) are the three major types of websites used by Gen Y hotel guests. Travel intermediary websites are often used to search for hotel information, whereas social media websites are used to make reservations. Based on these findings, implications for hotel managers are discussed.     

Factors influencing customer engagement with branded content in the social network sites of integrated resorts

The integrated resorts rely on social network sites (SNSs) for content marketing, while one of the main purposes of content marketing is customer engagement that will leverage the impact of branded content. This study investigates the factors influencing customer engagement with brand posts of integrated resorts on the SNSs. The findings highlight the important influence of both media-type and content-type factors on the level of customer engagement in SNSs of integrated resorts. This study provides practical implications for integrated resorts to develop SNS online content marketing strategy.     

试论产业发展进程中的旅游区(点)

在简要回顾中国旅游产业发展进程的基础上,本文对旅游业发展态势与旅游区(点)建设、经营和管理之间的互动关系做了重点分析,指出了在产业发展进程中旅游区(点)存在的问题,并有针对性地提出了相关的对策与建议.     

旅游管理专业毕业设计实践探索——以大连民族学院经济管理系为例

21世纪是教育创新的世纪 ,毕业设计是管理学专业的学生为了适应市场发展对人才的需求 ,参照理工科院校的毕业设计思路 ,针对旅游管理专业的特点提出的创新式实践教学活动。本文分析了毕业设计的意义与作用 ,启动毕业设计的动因 ;提出了毕业设计的内涵和思路 ,总结了毕业设计这一模式的实际效果     

Management of the change process in hotel companies: An investigation at unit level

The management of change has become an organisational necessity in the 1990s and will continue to be a major factor in the management of hotel companies in the future. This article investigates and evaluates management of the change process at unit level in hotel firms. The data was gathered through in-depth semi-structured interviews with ten hotel managers in the UK. Lewin's three-stage model was found to be of limited use in practice. A five-stage model of the change process emerges from the research findings. This model reflects a more practical view of the management of change as an on-going, continuous process. Finally, the limitations of the research are discussed and further research areas identified.     

国内旅游景区门票价格制定影响因素的实证研究

文章通过对国内景区门票价格定量的统计分析和定性的理论探讨,初步确定了影响旅游景区门票价格制定的七个影响因素,按相关程度依次是景区级别、管理体制、产品类型、行业环境、景区面积、产业环境和社会经济环境.通过实证研究指出门票定价问题的复杂性和特殊性,并对定价思路和旅游发展提出相关建议.     

Factors Inducing National Media Coverage for Tourism in Rural versus Urban Areas: The Role of Public Relations

This study examines the relationship between media coverage patterns of rural and urban tourist spaces in Israel, the characteristics of these spaces, and the way in which public relations (PR) are conducted to promote rural tourism in those areas. Using geographical distance, population size and type of tourist products for the spatial variables, PR financial budgets and PR practice types for the PR variables, the study examines their relative importance for rural versus urban tourism promotion. Results show that ongoing professional PR is crucial for the success of rural destinations in receiving large and positive national media coverage.     

Insights from images posted on social media: Examining the motivations of volunteer tourists

Extensive research has been conducted on the motivations of volunteer tourists; however, the scope has not included how motivation is expressed through the posting of images on social media. This study examines the relationship between volunteer tourists’ motivations and social media use through the identification of picture publishing behavior based on motivations. An online survey yielding 260 complete responses is used and statistical tests investigate the relationship between demographic factors, motivations and social sharing of photos. The results show that demographics have little impact; however, there is a relationship between motivation and photo sharing and between motivation and volume of photos.     

探索旅游体验记忆的影响因素——中国旅游情景下的研究

随着体验经济时代的带来,旅游体验的重要性也越发凸显.而在旅游结束后,如何让游客对这种体验有深刻和生动的记忆则是尚未被重视的问题,这种关于体验的记忆将会影响旅游者对旅游目的地的满意度以及未来旅游地的选择决策.文章对在中国旅游情景下影响旅游体验记忆的因素进行探索,尝试去填补有关旅游体验记忆两要素再现性和生动性之间关系研究的空白.通过对国内5大旅游城市的问卷调查,共回收有效问卷748份,并利用结构方程模型进行了验证.结果表明:愉悦感、新奇感和参与感对旅游体验记忆的再现性有显著的正向影响,其中,愉悦感的影响最大,新奇感次之,参与感最小;只有特色化对旅游体验记忆的生动性有显著的正向影响;同时,旅游体验记忆的再现性对生动性也有正向显著影响.     

饭店低碳行为的内部驱动因素研究

目前,饭店业整体处于高能耗阶段,节能减排势在必行.但由于饭店并非属于碳排放的重点关注产业部门,因此,饭店的低碳管理研究经常被忽视.文章在现有研究文献和成果的基础上,通过聚类分析,将饭店低碳行为分类为低碳保护行为和低碳控制行为两类11个观测变量的指标体系,通过对112家星级饭店问卷样本和专业人士访谈,进行非线性最优尺度回归分析,证实了企业社会责任、感知效益、管理培训等内部驱动因素与饭店低碳行为存在着显著相关关系,并分析了各因素的影响机理.