1,721,050 research outputs found
Pictures of a crisis. Destination marketing organizations’ Instagram communication before and during a global health crisis
Full text linkThe COVID-19 pandemic enhanced social media communications at a time individuals were unable to leave their homes due to the lockdown measures. A lack of research has been identified on how destination marketing organizations use social media during global health crises. Addressing this gap, the present research uses a mixed-method approach to examine the use of Instagram by Milan and Paris’ Destination Marketing Organi- zations before and during COVID-19 and user engagement with it. Via a quantitative content analysis, Study 1 reveals communication differences between destinations and a change in promotion focus during the pandemic. Both DMOs focus on posts portraying “Culture, History and Art”, which signifies stability and eternity as opposed to uncertain times. Using a thematic analysis, Study 2 reveals that both organizations promoted pro-social behavior also by employing influencers. Overall, research results document tourism organizations’ pro-social use of social media during a global health crisis
Is TripAdvisor still relevant? The influence of review credibility, review usefulness and ease of use on consumers' continuance intention
No full textTravelers have embraced user-generated media to collect travel-related information. However, recent figures show that users are discontinuing their usage of TripAdvisor.com, the leading UGC platform in the travel & tourism industry. Although the relevancy of this topic, there is a lack of research on the factors affecting travelers’ continuance intention of UGC platforms like Tripadvisor
Artificial intelligence (AI) for tourism: an European-based study on successful AI tourism start-ups
No full textPurpose: The travel and tourism industry (TTI) could benefit the most from artificial intelligence (AI), which could reshape this industry. This study aims to explore the characteristics of tourism AI start-ups, the AI technological domains financed by Venture Capitalists (VCs), and the phases of the supply chain where the AI domains are in high demand. Design/methodology/approach: This study developed a database of the European AI start-ups operating in the TTI from the Crunchbase database (2005–2020). The authors used start-ups as the unit of analysis as they often foster radical change. The authors complemented quantitative and qualitative methods. Findings: AI start-ups have been mainly created by male Science, Technology, Engineering and Mathematics graduates between 2015 and 2017. The number of founders and previous study experience in non-start-up companies was positively related to securing a higher amount of funding. European AI start-ups are concentrated in the capital town of major tourism destinations (France, UK and Spain). The AI technological domains that received more funding from VCs were Learning, Communication and Services (i.e. big data, machine learning and natural language processing), indicating a strong interest in AI solutions enabling marketing automation, segmentation and customisation. Furthermore, VC-backed AI solutions focus on the pre-trip and post-trip. Originality/value: To the best of the authors’ knowledge, this is the first study focussing on digital entrepreneurship, specifically VC-backed AI start-ups operating in the TTI. The authors apply, for the first time, a mixed-method approach in the study of tourism entrepreneurship
The attitude – behaviour gap in eWOM: the paradoxical Generation Z
Full text linkThis paper exploits bigdata to explore to what extent Generation Z customers engage in discussing sustainability practices carried out by their service providers when posting a review online. The study identifies the attention Gen Z pays to the environmental and social domains of sustainability, including trend over time and their association with ratings (i.e. customer satisfaction). Text analytics with a specific dictionary developed for the study of sustainability are applied on a dataset of 500.000 hotel reviews, covering six European cities and 10 years. Results reveal how, despite Gen Z is portrayed as the most socially and environmentally conscious generation, often bringing sustainability into their consumption practices, the story is rather different with regards to their discourse online. Gen Z tend to discuss fewer on sustainable practices comparing to other generational cohorts, while the social and environmental dimensions are differently associated with their ratings
The Gen Z attitude-behavior gap in sustainability-framed eWOM: A generational cohort theory perspective
Full text linkInternational audienceGenerational Cohort Theory (GCT) posits that consumers’ attitudes, values, and behaviors are influenced by the generational cohort they belong to. While Generation Z is often portrayed as socially and environmentally conscious, limited empirical research has examined their actual online engagement with sustainability issues. This study builds on GCT to explore how Gen Z participates in electronic word-of-mouth (eWOM) regarding hotels’ sustainability practices, focusing on environmental, socio-economic, and cultural aspects. Analyzing 495,000 online reviews using text analytics and regression analysis, the study reveals an attitude-behavior gap: Gen Z is less engaged in sustainability-related eWOM than other cohorts. The Silent Generation and Gen X show higher engagement with environmental and socio-economic issues, respectively, while Millennials focus on cultural dimensions. Furthermore, when Gen Z discusses sustainability, environmental content positively relates to ratings, while social and cultural aspects show negative associations. These findings offer insights for tailoring hotels’ sustainability communications to different generational segments
The impact of service attributes and category on eWOM helpfulness: An investigation of extremely negative and positive ratings using latent semantic analytics and regression analysis
No full textOnline reviews have become irreplaceable product/service information for many consumers. However, not all consumer reviews are deemed to be helpful. Drawing upon expectation-confirmation theory and the attribute-based model of consumer decision-making, this study investigates the role of service attributes and the moderating role of service category in the prediction of extremely positive and extremely negative ratings helpfulness. This study uses latent semantic analysis and regression analysis using a sample of 490 extremely negative and 3757 extremely positive ratings of hotels from TripAdvisor.com. Results show that some product attributes discussed in consumer reviews are particularly important in the determination of the helpfulness of consumer reviews associated with extreme ratings. Findings also suggest the moderating role of service category (i.e. hotel stars) in the relationship between hotel attributes and extreme ratings helpfulness. This study stresses the importance of service attributes and classification in the evaluation of extremely positive and extremely negative ratings helpfulness. Theoretical and managerial implications are discussed
Who is sharing green eWOM? Big data evidence from the travel and tourism industry
No full textInternational audienceAlthough research has investigated the drivers of pro-environmental intentions, little research has adopted big data to understand the socio-demographic profile of customers who share electronic word-of-mouth (i.e., online reviews) about tourism services’ environmental prac-tices (i.e., green eWOM). Our methodology includes a large sample of customers with different demographic characteristics and trip motiva-tions, who shared green eWOM about different product types (496,813 hotel reviews, 129,455 airline reviews, and 22,373 reviews of tourist attractions). This sampling enables us to get an accurate picture of the customer segments who are sharing green eWOM. We used text analytics for data extraction (i.e., environmentally-related semantics), ANOVA tests, and ordinary least squares (OLS) regression for data analysis. Findings reveal that Gen Z Asian male customers traveling for business and staying at hotel chains are more likely to discuss sustainability practices in their reviews. The longitudinal analysis shows a steady increase in green eWOM for hotels and consumers are more often sharing green eWOM for tourist attractions, rather than hotels or airlines. Interestingly, green eWOM is associated with 5-star reviews and country of origin influences green eWOM of various travel and tourism services
Mobile apps for healthy living: Factors influencing continuance intention for health apps
No full textThe desire to maintain a healthy lifestyle is growing amongst consumers globally as well as the adoption of health apps. Prior research investigates what affects adoption of a health app, but few studies consider Continuance Intention (CI) for mobile health apps. Drawing on the Information Systems Continuance Model and integrating social (i.e. subjective norms) and psychological factors (i.e. flow experience, health consciousness, behavioral change techniques), we develop a framework testing the factors influencing users’ CI for health apps. The model is validated using PLS analysis and data from 397 health app users from China. The study finds that perceived usefulness, perceived ease of use, flow experience and behavioral change techniques are significant predictors of CI, and satisfaction mediates these effects. Health consciousness positively moderates the effect between perceived usefulness and satisfaction and negatively moderates the effect between perceived ease of use and satisfaction. Lessons for app developers, marketers and health practitioners are drawn
Unpacking the relationship between social media marketing and brand equity: The mediating role of consumers’ benefits and experience
Full text linkConsumers increasingly use social media brand communities to gather information about brands and to inform their purchase decisions. Building on uses and gratifications theory and brand experience we hypothesize that consumer benefits deriving from participation in such communities and brand experience mediate the relationship between social media marketing (SMM) activities and consumer-based brand equity (CBBE) among Millennials. Partial least squares path modeling (PLS) was used to test the research model with a sample of 326 followers of luxury fashion brands on social media. The findings reveal that cognitive, personal integrative, and social integrative benefits mediate the SMM–CBBE relationship, but hedonic benefits do not. Moreover, both emotional and rational brand experience significantly predict brand loyalty, brand awareness, and perceived quality. Luxury brand managers may use these findings to develop SMM strategies that enhance Millennials’ overall brand experience and assessments of brand equity in social media environments
P2P Platform Performances in Global Crisis: The Role of Hypothetical, Social Distance, and Host Characteristics
No full textInternational audienceAdopting a construal-level theory approach, we investigate the impact of hypothetical distance on P2P performance, and the moderation effect of social distance, hosts' experience and reputation. The study analyzes 58,140 Airbnbs between 2019 and 2020 on a monthly basis adopting a similar difference-in-difference (DID) methodology. The findings show that per each percentage increase in local COVID-19 spread, occupation rate and revenues per available nights decline by 0.70 percentage points and 0.63$, confirming the negative direct effect of hypothetical distance. Complementarily we find that this negative effect was reduced by high social distance. Furthermore, we also show that hosts' experience and reputation positively moderate the negative effects of a global crisis on P2P performance
- …
