Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan

Dinçer, Mithat Zeki; Alrawadıeh, Zaid

doi:10.1080/19368623.2017.1320258

Cited by 95 publications

(80 citation statements)

References 62 publications

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“…According to the information received from the Ministry of Tourism and Antiquities (), there are 15 five‐star hotels operating across the country with a total of 9,657 employees in 2017. Moreover, five‐star hotels are only not the most desired establishments, but also attract most of the tourists (Dinçer & Alrawadieh, ). Tourism and hospitality industry are characterized as an aggressive climate for employees (Abubakar, Megeirhi, et al., ) and the industry experiences frequent turnover (Back, Lee, & Abbott, 2011).…”

Section: Methodsmentioning

confidence: 99%

“…In other words, tolerance to workplace incivility represents an organizational climate that permits or makes no attempt to resolve potential conflicts among its members; primarily because of leaders' inability to resolve conflicts (Megeirhi, Kilic, Avci, Afsar, & Abubakar, 2018). Existing research has shown that poorly managed workplace conflict affects the level and frequency of future conflict and has a negative effect on employee outcomes (Desivilya, Somech, & Lidgoster, 2010;Raver, 2013). Terminologies such as workplace incivility and interpersonal conflicts are long recognized as the key dimensions of organizational conflicts (Liu, Steve Chi, Friedman, & Tsai, potential conflicts between employees and organizations; these conflicts escalate with increased tolerance to workplace incivility.…”

Section: Introductionmentioning

confidence: 99%

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Linking Tolerance to Workplace Incivility, Service Innovative, Knowledge Hiding, and Job Search Behavior: The Mediating Role of Employee Cynicism

Aljawarneh

Atan

2018

Negotiation Conflict Man Res

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Although incivility has been identified as an important issue in workplaces, little research has focused on tolerance to workplace incivility. Drawing on conservation of resources and psychological ownership theory, this article investigates the mediating role of employee cynicism on the relationship between tolerance to workplace incivility and outcome variables (i.e., service innovative behavior, knowledge hiding behavior, and job search behavior) in the hospitality industry. Structural equation modeling and artificial neural network were applied on survey data obtained from five‐star hotels in Jordan. Building on the proposed theories, we show that employee cynicism mediates the link between tolerance to workplace incivility and knowledge hiding behavior, and job search behavior. Implications for theory and practice are discussed.

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Section: Methodsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Linking Tolerance to Workplace Incivility, Service Innovative, Knowledge Hiding, and Job Search Behavior: The Mediating Role of Employee Cynicism

Aljawarneh

Atan

2018

Negotiation Conflict Man Res

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“…The relevant content is collected and then categorized accordingly. An inductive content analysis approach is used (see, Dinçer and Alrawadieh, 2017). The themes of disability related content of hotels within their corporate websites are listed under several categories.…”

Section: Sample Size and Methodsmentioning

confidence: 99%

Exploring the Performance of Hotels’ Websites for Guests With Disabilities: A Content Analysis Approach

Nazlı

Kesici²

2018

bmij

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The globally rising awareness about the social inclusion of individuals with disabilities also influences the tourism and hospitality industry in Turkey. This exploratory research focuses on the disability related content of 61 four and five star hotels’ corporate websites in Izmir to reveal the provision of services to people with disabilities within the lodging industry via content analysis. The findings mainly revealed that the websites are not well-structured to support social inclusion of people with disabilities. Most of the hotel websites lack the details of general accessible information and visuals of the properties related to disability and measurement details of offered products in line with the services. Accordingly, empowerment of stakeholders is emphasized in order to improve the awareness of economic and social benefits in accessible accommodation.

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“…In tourism, the online reputation conditions the communication strategy of firms, influencing the image, sales, and financial performance Dinçer and Alrawadieh 2017). The visibility in Internet and the positioning on key websites such as Booking.com, TripAdvisor, and HolidayCheck influence lodgings' competitiveness.…”

Section: Literature Reviewmentioning

confidence: 99%

A Rating of the Online Reputation Balance in Lodgings

Rodríguez‐Díaz

Alonso-González

Rodríguez-Voltes³

et al. 2019

Administrative Sciences

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Online reputation is a strategic aspect of lodgings’ image and commercialization. Websites containing tourism reviews have increased their influence on customers’ decisions, leading to the effective management of Internet social media accounts. Customer evaluations of lodgings vary across websites because of differences in the scales used, the variables measured, and the reliability of opinions. The diverse information available on the Internet can produce communication problems in lodgings because the evaluations on online portals can differ. The objective of this paper is to propose an indicator to establish the rating of the online reputation balance, so that lodgings can determine the level of coherence of their communication and image on the Internet. One target for lodging community managers should be to converge different evaluations around a similar value that defines a coherent and real online reputation. The indicator proposed is tested on lodgings of distinct categories in different tourism destinations. Among the aims of the study is to try to provide a simple and practical method for directors to improve the management of hotel communication on the Internet. This is an issue for which research should propose methodologies because it is a new challenge for the competitiveness of accommodations.

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Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan

Cited by 95 publications

References 62 publications

Linking Tolerance to Workplace Incivility, Service Innovative, Knowledge Hiding, and Job Search Behavior: The Mediating Role of Employee Cynicism

Linking Tolerance to Workplace Incivility, Service Innovative, Knowledge Hiding, and Job Search Behavior: The Mediating Role of Employee Cynicism

Exploring the Performance of Hotels’ Websites for Guests With Disabilities: A Content Analysis Approach

A Rating of the Online Reputation Balance in Lodgings

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