Do consumers still believe what is said in online product reviews? A persuasion knowledge approach

The objective of this paper is to examine the effects of knowledge about manipulated online product reviews on the effectiveness of such reviews in influencing consumers' product evaluations. The results of two empirical studies show that consumers clearly differ with regard to their knowledge that product reviews can be manipulated and that consumers who have such knowledge are less influenced in their product evaluations by reviews, specifically by negative ones. Furthermore, the effects of negative reviews are even weaker when consumers acquire their knowledge through a highly credible source (compared to a less credible source).     

Effect of Approved Destination Status on Mainland Chinese Travel Abroad

Approved Destination Status (ADS) agreements facilitate international leisure travel by Chinese citizens, allowing authorized travel agencies to offer group tour arrangements, including visa applications. The number of destinations with ADS agreements increased from 2 in 1983 to 114 in 2012. Using panel data for Chinese visitor arrivals in 58 countries from 1985 to 2005, we estimate a semi‐parametric matched difference‐in‐differences model of the impact of ADS on overseas departures from mainland China. Treatment with ADS increased Chinese visitor arrivals in the 3‐year period following ADS designation by more than 10 percent annually, with results varying substantially across countries.     

Satisfying the basics: reflections from a consumer perspective of attractions management at the Millennium Dome,London

The Millennium Dome, London, was supposed to be the centrepiece of UK celebrations marking the start of the twenty‐first century. Unwittingly, it also emerged as the centrepiece of much media negativity and scrutiny — for the full length of its (projected) 1 year of opening. Four years after the doors closed, and with the perspective of time, this study reflects on the Millennium Dome as a case study of visitor attractions management — with data drawn from the consumer perspective at the time of opening. The focus of the primary research is on the satisfaction of visitors to the Millennium Dome. This was carried out when the attraction was weathering the media storm following its opening. Both quantitative and qualitative data was gathered from 530 exit questionnaires and 350 qualitative interviews. The quantitative data revealed visitor assessments of the experience of the Millennium Dome as a whole, and their assessments of its constituent parts (zones). The findings of the qualitative interviews led to the construction of a typology of meanings for visitors to the Millennium Dome. Even though time has elapsed since closure, both the quantitative and the qualitative findings still have a wider application in the interpretation of the visitor experience in attractions. Recommendations at the time indicated a need for management to focus on ‘the basics’ of the visitor experience with the addendum that a failure to do so could detract from ‘the most amazing day out ever’ or, indeed, ‘a very special day’ — and to ensure a closer match between marketing expectations and the reality of the experience. Reflection has not altered such often neglected but fundamental tenets. Copyright © 2005 John Wiley & Sons, Ltd.     

我国旅游术语的规范化问题

我国旅游术语中存在着用词不当的失误,这给旅游从业人员的工作实践带来了不必要的麻烦.因此,科学地规范旅游理论中的概念已成为我国旅游界当前面临的重要任务.     

The evaluation of visitor experiences using the peak-end rule

ABSTRACT

As the peak-end rule suggests that the peak and the end moments are a better predictor of the overall evaluations of experiences than an average of the total experiences, the purpose of this study was to examine the role of the peak-end rule in predicting overall satisfaction with the visitors’ experiences. The data was collected from 187 visitors who participated in alleyway historical tour areas. The results of this study support for the peak-end rule of visitor experiences associated with travel and tourism behavior. The study also suggests distinct roles for the visitors’ positive experiences of enjoyment, happiness, and pleasure with the demographic variables to explain the visitor satisfaction. Additionally, the research finding implies that the visitor experiences were enhanced at the peak and end moments rather than at the most memorable episodes during the historical tour activities. Tourism practitioners may provide a range of meaningful opportunities and differentiated programs with the participants by identifying the relationships between the peak-end experience and visitor satisfaction. Future research can focus on investigating other important antecedents of individuals’ experiences, and identifying the complex nature of visitors’ perceptions and their relationships with their experiences.     

Sustainability and visitor management in tourist historic cities: the case of Santiago de Compostela,Spain

Tourism has a leading role in heritage cities and this implies a major challenge. The overall objective of this paper is to evaluate the performance of tourism planning and management with the view of achieving sustainable tourism in the historic center of Santiago de Compostela, Spain. The study addresses topics collected during a long research process of more than 10 years, such as strategic tourism plans, the implementation of quality management systems for tourism, the tourist supply and the regulation of flows. The results show a destination that has introduced alternatives to improve the tourism experience and diversify its offer beyond the Camino de Santiago. There is also growing concern in promoting the sustainability of the historic center. From our point of view, the strengthening of synergies between the different agents involved in the tourism sector of the city has been a key factor in dealing with this situation. However, in this sense, the main problem which is decongesting the tourist flows to the cathedral and its surroundings is still unresolved.     

Drivers of helpfulness of online hotel reviews: A sentiment and emotion mining approach

Although online hotel reviews (OHR) help consumers in better decision–making, and service providers in better service design and delivery, they are hard to manage due to their high volume, velocity, and veracity. This paper focuses on the drivers of helpfulness of textual OHR, for which we have used text-mining techniques to find the sentiment content, polarity, and emotions; we have also used econometric and machine learning techniques to explain and predict its helpfulness. We found that content and title polarity lead to OHRs being less helpful, whereby this negative relationship gets accentuated with higher sentiment content. On the other hand, while negative emotion with low arousal makes OHR helpful, high arousal makes it less helpful. It has also been noted that after controlling for polarity, sentiment, and emotions, longer reviews are less helpful. Higher quantitative rating, recency of OHR and a reviewer’s past expertise make a review more helpful. Additionally, machine-learning techniques have been found to predict ‘review’ helpfulness marginally better than econometric techniques. This study contributes to OHR literature in terms of its performance, and would also help decision makers in OHR management strategy.     

Understanding user experiences of online travel review websites for hotel booking behaviours: an investigation of a dual motivation theory

Online travel review websites (a form of social media) have become an important information source for online travellers. However, previous studies have mainly focused on the issue of the adoption of social media websites. Recognising the theoretical gap in tourism, this paper tries to understand users’ experiences in using social media, associated with user satisfaction and determining the success of an information system. The findings of this research indicate that, in accordance with the motivation theory, both extrinsic (i.e. the argument quality of consumer reviews) and intrinsic (i.e. the credibility of the source) motivation play important roles that enhance user satisfaction. Specifically, the completeness, relevance, flexibility, and timeliness of the argument quality as well as the trustworthiness of source credibility positively influence user satisfaction, leading to intentions to reuse the website and purchase the tourism product. Practical implications for online tourism marketers are also discussed.     

Advancing Theory with Review Articles

Reviewing a body of work presents unique opportunities for making a theoretical contribution. Review articles can make readers think theoretically differently about a given field or phenomenon. Yet, review articles that advance theory have been historically under-represented in Journal of Management Studies. Accordingly, the purpose of this editorial is to propose a multi-faceted approach for fashioning theoretical contributions in review articles, which we hope will inspire more authors to develop and submit innovative, original, and high-quality theory-building review articles. We argue that advancing theory with review articles requires an integrative and generative approach. We propose a non-exhaustive set of avenues for developing theory with a review article: exposing emerging perspectives, analysing assumptions, clarifying constructs, establishing boundary conditions, testing new theory, theorizing with systems theory, and theorizing with mechanisms. As a journal, Journal of Management Studies is a journal of ideas – new ideas; ideas drawn from reflections on extant theory and ideas with potential to change the way we understand and interpret theory. With this in mind, we think that advancing theory with review articles is an untapped source of new ideas.     

Opening Up the “Black Box” of Audit Firms: The Effects of Audit Partner Ownership on Audit Adjustments

Audit firms need to provide high-quality audits but they also need to please their clients. We argue that these conflicting incentives become manifest when comparing the incentive effects of equity ownership on engagement quality (EQ) reviewers and audit engagement partners. We predict that EQ reviewers monitor audit quality more closely when they hold greater ownership. In contrast, we expect that equity ownership has conflicting effects on the incentives of engagement partners because they need to please their clients as well as provide high-quality audits. Consistent with these predictions, we find that the associations between audit adjustments and partner equity ownership are (1) significantly positive for EQ reviewers, (2) significantly negative or insignificant for audit engagement partners, and (3) significantly more positive for EQ reviewers than engagement partners. Our findings suggest that larger ownership stakes motivate EQ reviewers to monitor audit quality more closely, whereas larger ownership stakes do not motivate engagement partners to deliver higher quality audits.