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1.
The objective of the paper is to study the impact that hotel guests reviews posted on consumer-generated websites have on the consumer decision-making process and service expectations.An experimental study has been conducted to test the hypotheses and the research question. 349 young adults were involved in an online survey that asked to imagine searching for a hotel and reading other customers’ reviews of a hypothetical chosen hotel. Three scenarios were created by studying a few comments posted by customers on the main websites used by tourists.Results show a positive correlation between both hotel purchasing intention and expectations of the customers and valence of the review. On the contrary, the presence of hotel managers’ responses to guests’ reviews has a negative impact on purchasing intentions.The study enriches the stream of research on word-of-mouth in the hospitality industry and analyses a new operational problem for lodging managers. Hotels should reply to online customer reviews or not? 相似文献
2.
This study applies the hedonic pricing model to examine important attributes influencing average customer meal prices in restaurants in Seoul, Korea. Data from 185 restaurants were collected via Internet, phone interviews, site inspections, and ZAGAT Survey, and analyzed using OLS regression. The log-linear model was found to be most suitable for the data, and the proposed hedonic model accounted for as much as 73.7% of the variation in meal prices. The results indicate that food quality and décor were important determinants of restaurants’ average meal prices while service was not. Furthermore, the study found that a restaurant's location within the building (1st floor), the types of cuisine served (Japanese and Italian), parking facilities, private dining settings, franchising, and the number of blogger reviews (e-WOM) have significant effects on restaurants’ average meal prices. The model will provide useful information for restaurateurs in deciding effective menu pricing strategies. 相似文献
3.
Ellen Eun Kyoo Kim 《Journal of Quality Assurance in Hospitality & Tourism》2017,18(3):259-281
This study examines how different service experiences lead to different motives and intention to spread eWOM (electronic word-of-mouth), focusing on the antecedent roles of restaurant service experience valence and purchase involvement. The findings reveal that consumers are motivated to spread eWOM for self-, other-, and company-focused reasons, and that experience valence and purchase involvement significantly impact such motives. Our findings suggest that highly involved customers have more intentions to provide eWOM following negative experiences and that customers receiving negative experience hope to influence companies through eWOM. This article adds to the body of scholarly research related to eWOM by identifying purchase involvement and service experience as significant antecedents of motivation to provide online reviews. 相似文献
4.
Martin Yongho Hyun Robert Martin O’Keefe 《Journal of Travel & Tourism Marketing》2013,30(8):1039-1056
Websites and an Automated Call Distribution (ACD) system in a call center are both considered important customer relationship technologies. Integrating concepts from information systems quality and trust transference theory, this paper introduces the concept of inter-satisfaction: the extent to which customer satisfaction with a website leads to satisfaction with an ACD and vice versa. It is hypothesized that dissatisfaction with either the website or the ACD influences potential brand-switching behaviors. A model, largely drawing upon concepts of user satisfaction as developed in information system research, is presented. The model is then tested using data from passengers using Low Cost Carriers (LCCs) in South Korea, specifically 366 passengers at the Jeju International Airport, who experienced both their airlines’ website and call center. A structural equation modeling analysis demonstrates that satisfaction with the website transfers to satisfaction with the ACD system, but not vice versa, and that only dissatisfaction with the website creates a brand-switching intention. 相似文献