Modeling the relationship between service quality, destination attachment and eWOM intention in heritage tourism

Pandey, Ashutosh; Sahu, Rajendra

doi:10.1108/ijtc-08-2019-0125

Cited by 35 publications

(26 citation statements)

References 74 publications

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“…As noticed by Nusair (2020), online reviews on review websites allow customers to communicate their negative experiences with thousands of travelers around the globe. To prevent negative online reviews in general, frontline staff and service managers (responsible for managing the interaction between customers and the organization) must be properly trained for handling tourist queries (Pandey and Sahu, 2020). However, if negative reviews still arise, hotel managers should try to recover the service by apologizing and offering something to the customer (free hotel nights, lunch or activities).…”

Section: Practical Implicationsmentioning

confidence: 99%

How old is your soul? Differences in the impact of eWOM on Generation X and millennials

Ruiz‐Equihua

Casaló

Romero

2021

JHTI

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PurposeOnline reviews have received research attention in recent years, as they work as precursors of consumer behaviors. Previous studies have suggested that the influence of online reviews may vary across generations. However, the previous literature has not analyzed yet whether millennials and Generation X react differently to online reviews. This study aims to shed light on this by analyzing whether the attitudes and behavioral intentions generated by online reviews are different for these two generational cohorts.Design/methodology/approachAn experimental procedure was designed to manipulate online review valence; data were collected from 351 respondents in two samples, Generation X and millennial participants.FindingsResults suggested that positive online reviews generate more positive customer attitudes and booking intentions than negative online reviews. In addition, Generation X vs millennials moderates the link among online review valence, attitudes and booking intentions. The resultant behaviors from online reviews are more intense among Generation X than for millennials.Practical implicationsManagers should be aware of online review valence and their customers' generational cohort, that is, whether they are millennials or Generation X, as they react differently to online reviews.Originality/valueThis research examines the moderating role of millennials and Generation X in the relationship between online reviews, consumer attitudes and behavioral intentions. The aim is to explain how millennial and Generation X consumers react to eWOM, that is, whether generational cohort mitigates or enhances the effects of positive vs negative online reviews on consumer reactions.

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Section: Practical Implicationsmentioning

confidence: 99%

How old is your soul? Differences in the impact of eWOM on Generation X and millennials

Ruiz‐Equihua

Casaló

Romero

2021

JHTI

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“…Following the incorporation of social networks and the extension of tourism contracting by platforms and other e-commerce systems, aspects of brand quality, WoM, and e-WoM are extended [26][27][28][29][30]. This is demonstrated by the effects of social media, through the usage at the cognitive level and how affective images [31], brand quality, and customer value determine WoM and e-WoM [32], promoting tourist engagement and sharing intentions to visit the destination in the interactive eReferral platform, which also results in eReferral sharing behavior.…”

Section: Quality Of Service and Wom Models In Tourismmentioning

confidence: 99%

“…The characteristics of Chinese tourists in 2019, according to COTRI [43], were urban and upper-middle class, although those who came to Europe were of the highest class; of an intermediate age (25)(26)(27)(28)(29)(30)(31)(32)(33)(34)(35)(36)(37)(38)(39)(40)(41)(42)(43)(44); carried out 90% of their travel in Asia; mainly engaged in tourism activities involving cultural activities, shopping, and urban activities, and traveled on a different tourist calendar from the European one.…”

Section: Contextual Analysis: Spain's Position In Chinese Outbound Tourismmentioning

confidence: 99%

Sentiment Analysis to Measure Quality and Build Sustainability in Tourism Destinations

et al. 2021

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The models used for analyzing and measuring quality in tourist destinations are changing with the incorporation of new techniques derived from data science and artificial intelligence. Recent studies show how social media and e-word of mouth (e-WoM) are playing key roles in the perception and image diffusion of tourist destinations. Thus, it is necessary to look for new methods for analyzing the tourist management and attractiveness of tourist spots. This includes conducting a sentiment analysis of tourists that modifies former research methods based on previously proposed model, supported by a survey, which obtained predefined and incomplete results. This study analyzed the quality of tourism in Spain, a major tourist destination that is considered to be the country with the greatest tourist competitiveness according to the World Economic Forum, and in China, the country with the greatest level of development and potential. A sentiment analysis was carried out to measure the quality of tourist destinations in Spain, and this involved three challenges: (1) the analysis of the sentiments of Chinese tourists obtained from e-WoM; (2) the use of new models to measure the quality of a destination based on information from Chinese social networks, and (3) the use of the latest artificial intelligence analytical technologies. Our findings demonstrate how sentiment analysis can be a determining factor in measuring WoM and identifying areas of development in tourist destinations in order to build a more sustainable destination. The results includes the following aspects: (1) the use of real images with more empirical evidence, (2) the use of impressive and disappointing sentiments, (3) a “no comment status”, (4) elimination of stereotypes, and (5) the identification of new opportunities and segments.

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“…Hidayat and Astuti (2019), said EWOM have a positive effect to consumers perception. The exchange of information available on different social media platforms influences consumer decision-making, which has made eWOM a topic of great interest in recent years (Anubha and Shome, 2020;Pandey and Sahu, 2020;Suh, 2017).…”

Section: E-wommentioning

confidence: 99%

Analysis the Influence of Electronic Word of Mouth Zomato and Brand Image to Purchase Intention and Purchase Decision Which Mediated by Consumer Perception on Gyu-Kaku, Japanese BBQ

Suhaily¹,

Boentoro²,

Natahasa³

2021

SJBMM

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In this era, technology has experienced rapid development. One of them is the internet. In connection with this, one of them appeared eWom Zomato application. Ewom Zomato is a site or application that provides various information about restaurants. The purpose of this study is to determine the effect of eWOM Zomato and brand image to purchase intention and purchase decision which mediated by consumer perception on Gyu-Kaku, Japanese BBQ. To analyse the data using SEM with LISREL. Samples was distributed to 200 respondents in Jakarta on Mei 2021. The results showed that E-WOM and Brand Image play an important role in improving consumer perception. However, consumer perception plays no role in mediating the E-WOM relationship with purchase decision. However, it can mediate well the relationship of brand image to purchase decision. Purchase intension itself plays a positive role in the purchase decision. Thus this research proves that consumer perception and purchase intention are means that support and encourage consumers to brand image to make purchase decisions. But it is not a decisive means for e-WOM in purchasing decisions.

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Modeling the relationship between service quality, destination attachment and eWOM intention in heritage tourism

Cited by 35 publications

References 74 publications

How old is your soul? Differences in the impact of eWOM on Generation X and millennials

How old is your soul? Differences in the impact of eWOM on Generation X and millennials

Sentiment Analysis to Measure Quality and Build Sustainability in Tourism Destinations

Analysis the Influence of Electronic Word of Mouth Zomato and Brand Image to Purchase Intention and Purchase Decision Which Mediated by Consumer Perception on Gyu-Kaku, Japanese BBQ

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