The Use of Consumer-Generated Feedback in the Hotel Industry: Current Practices and Their Effects on Quality

Consumer-generated feedback is hard to ignore these days. Word-of-mouth has expanded beyond a customer’s immediate friends and family; with the help of technology it reaches thousands of current and prospective guests. In light of this, scholars and practitioners are exploring the subject of consumer-generated feedback. Today, most of the research regarding this subject focuses on the use of consumer-generated feedback to make purchase decisions. In contrast, the present study explores the use of such information for the purposes of improving hotel operations. This article examines the amount of value placed on consumer-generated feedback, the relative importance placed on positive and negative feedback, and its effects on perceived quality. Furthermore, this study inquires as to the specific uses given to consumer-generated feedback in the hotel industry. It is the researchers’ contention that valuing feedback has positive effects on perceived quality. The findings conclude that hotels can use consumer-generated feedback to take actions such as modifying training programs and operating procedures, as well as identifying patterns of complaint and praise.     

Towards a Model of Electronic Word-of-Mouth and Its Impact on the Hotel Industry

ABSTRACT

Scholars and practitioners recognize that spreading word-of-mouth can play an important role in the formation of a hotel’s image. However, the relationships among various measures of online customer engagement are relatively unknown. The present study analyzes the relationships and quantifies the impacts of various measures of online engagement including the number of online reviews, overall rating, and relative ranking. The researchers used path analysis on a sample of 178 hotels to study the relationships among relevant variables and build a model to explain the impact of such measures (Figure 2). The results reveal there is a positive direct effect of the number of reviews on a hotel’s TripAdvisor rating. A negative direct effect was found between TripAdvisor rating and a hotel’s comparative ranking. Finally, the researchers discovered that TripAdvisor rating fully mediates the relationship between the number of reviews and a hotel’s comparative ranking. This article concludes with a discussion of both the theoretical and practical implications of such findings.     

Globalization and the Business Schools: Toward Business and World-Sustainable Leadership

Globalization is a force that produces deep changes in business and society. Business schools face great challenges and opportunities in educating future leaders who can work across countries and cultures. This article presents some strategic issues regarding the type of education that business schools should offer from a global perspective, aimed at developing business leaders/managers endowed with knowledge, values, and cross-cultural intelligence to seek progress for their communities, their businesses, and society at large. These goals must be achieved in a world of multilevel access to education and jobs with a more equitable array of opportunities for both developed and developing markets.     

Marketing networks as a form of strategic alliance among craft enterprises

Craft enterprises are a unique form of small and medium‐sized enterprise (SME) and represent an amalgam between the manufacture of products and the fulfilment of artistic vision. Craft enterprises typically have insufficient resources, inadequate access to specialised expertise and limited opportunities to make an impact on the marketplace. One way to redress these limitations and to improve the competitive position of craft enterprises is by forming networks, or cooperative alliances. The case study of ‘Homethrown’, a successful marketing network for potters, provides insight into the advantages and limitations of this type of strategic alliance, as well as guidelines for fostering cooperation and moderating conflict. Copyright © 2002 Henry Stewart Publications     

Globalization,Gender And The Davos Man

Using Karl Polanyi's analysis of the social construction of markets in nineteenth- and early twentieth-century Europe, the paper applies his analysis to the formation of global markets in the late twentieth century. The paper argues that Polanyi's work needs to be engendered in order to take into consideration women's and men's different links to the market and to understand the construction of "economic man" gone global. The paper also addresses the feminization of the labor force across the globe and the possible effects on women's behavior and on the construction of "economic woman." The concluding section discusses alternative interpretations of this behavior.     

Productive Consumption Changing Market Dynamics: A Study in Brazilian DIY Cosmetics

Although several studies have discussed from various perspectives the market-change dynamics of consumption and how consumers impact them, only a few have looked at consumers who act as producers themselves and how they affect the market with their self-production practices. Using data from netnography, participant observation, introspection, and in-depth interviews, this study aims to understand the strategies used by the consumers of DIY (do-it-yourself) cosmetics, which affect the market dynamics and foster a specific market apart from mainstream. We identified three approaches: the strategies such consumers use to make their products; the sharing of consumption experiences; and the disclosure of these products and practices, thereby legitimating them.     

Limits on the Use of Public Space and Consumer Tactics: A Study on Urban Cycling

Although public space is supposed to be democratic and accessible to all, in reality, such access is inegalitarian and exclusionary. The research aims, therefore, to understand how public space that reflects the imposition of interests of dominant ideologies affects the consumption practices of nondominant ideologies. The qualitative research data were collected in the context of urban cycling through in-depth interviews and observation and are analyzed using a hermeneutical approach. The research explains that, in order to deal with the limits of public space use, these consumers use tactics involving (1) disputes for space, (2) disorganized occupation, and (3) transgressive practices; moreover, there is an overlapping relationship between the agency of consumers and public space.     

Millennials’ ethical ideology effects on responses to alcohol advertisements: The role of strength of ethnic identification and ethical appraisal of the ad

Abstract

In an extension of generational theory, the present research argues that ethical ideology (i.e. idealism vs. relativism) impacts attitude toward the ad (A_ad), attitude toward the brand (A_brand), and purchase intention (PI). Additionally, this research examines how this relationship is mediated by the ethical appraisal of the ad and moderated by the level of ethnic identification (i.e. high vs. low). The results of this experiment provide additional evidence in support of generational theory which states that each generational cohort holds distinct ethical ideologies. Furthermore, this study identifies differences in the participants’ responses to alcohol ads resulting from their personal values (i.e. in this study we focus on strength of ethnic identification).     

Export activity,persistence and mark-ups

This article addresses the differences in margins across exporting and nonexporting firms. We jointly estimate a translog cost function, a variable factor share equation and price-cost margin equations to analyse the effect of persistence in export activity on margins. Results indicate that nonexporters have smaller margins than persistent exporters and firms that entered foreign markets during the nineties. However, larger export ratio is negatively associated with margins for persistent exporters. It suggests that efficiency advantages for exporters are partially compensated by higher competitive pressure in international markets. These results are in accordance with the predictions of Melitz and Ottaviano (2005 Melitz, MJ and Ottaviano, GIP. 2005. Market size trade, and productivity, NBER Working Paper Series No. 11393 (forthcoming in The Review of Economic Studies) [Google Scholar]).