Rob Law, Huiyue Ye and Irene Cheng Chu Chan
This study aims to build a comprehensive knowledge structure of smart hospitality and tourism research.
Abstract
Purpose
This study aims to build a comprehensive knowledge structure of smart hospitality and tourism research.
Design/methodology/approach
Content analysis is carried out on the themes of pertinent research from the perspectives of customers, suppliers, technology and policymakers.
Findings
Results show that over half of the reviewed articles are carried out from the perspective of customers, while those of suppliers, technology and policymakers are less discussed. The unbalanced number of articles reveals an evident mismatch between the supply and demand.
Practical implications
Findings provide theoretical and practical implications from different perspectives. Collaboration among various stakeholders is also advocated to achieve sustainable and balanced development of the smart hospitality and tourism industry.
Originality/value
This study contributes to smart hospitality and tourism research through an in-depth review of relevant literature. Based on the findings, the identified research gaps provide potential directions for future knowledge development.
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Fuad Mehraliyev, Irene Cheng Chu Chan and Andrei Petrovich Kirilenko
This study aims to conduct a systematic review and critically analyze the sentiment analysis literature in hospitality and tourism from methodological (data sets and analyzes) and…
Abstract
Purpose
This study aims to conduct a systematic review and critically analyze the sentiment analysis literature in hospitality and tourism from methodological (data sets and analyzes) and thematic (topics, theories, key constructs and their relationships) perspectives.
Design/methodology/approach
Qualitative thematic review and quantitative systematic review were performed on 70 papers obtained from hospitality and tourism categories of two databases, namely, Web of Science and Scopus.
Findings
A total of 5 topics and 27 sub-topics were identified and the major theme is market intelligence. Sentiment variables were investigated not only as independent but also as dependent variables. The customer rating is the most investigated dependent variable, whereas moderators and mediators were rarely tested. Most reviewed studies did not use theory. The findings from the methodological review show that analysis of big data was rare. Moreover, testing the performance of sentiment analyzes was uncommon, and only one paper tested the performance of aspect/feature extraction.
Research limitations/implications
This study extends prior review studies by providing a comprehensive view of how knowledge and methodologies of sentiment analysis have developed. The identified themes and key constructs serve as a solid base for future knowledge advancement. Future research directions on sentiment analysis are also provided.
Originality/value
To the best of the authors’ knowledge, this study is the first comprehensive methodological and thematic review of sentiment analysis in hospitality and tourism. Based on the identified findings, the authors propose several directions for future research.
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Rob Law, Daniel Leung and Irene Cheng Chu Chan
This study aims to present a state-of-the art review on information and communication technology (ICT) research in hospitality and tourism published between 2014 and 2017.
Abstract
Purpose
This study aims to present a state-of-the art review on information and communication technology (ICT) research in hospitality and tourism published between 2014 and 2017.
Design/methodology/approach
A total of 288 full-length articles from eight top-tier hospitality and tourism journals were gathered by harnessing a systematic literature search approach. Subsequently, the authors used a qualitative content analysis to review, analyse and assign all included articles into a framework with six consumer-related and five supplier-related research streams.
Findings
In terms of volume (i.e. the amounts and ratios of ICT research in top-tier journals by publication year) and variety (i.e. the diversity of research topics), a significant progression of ICT research in hospitality and tourism is observed. However, some old and new knowledge gaps are still inadequately addressed, thus requiring scholars and practitioners to conduct additional research in the future.
Practical implications
The accumulation of knowledge and actionable clues in this study is expected to keep practitioners updated with the overwhelming volume of ICT research.
Originality/value
This study contributes to the literature by accelerating the accumulation of knowledge on research topics and setting forth an agenda for future research. The findings also complement prior literature reviews by providing an overview of how knowledge on ICT research in hospitality and tourism has progressed since 2014.
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Zhaoyu Chen and Irene Cheng Chu Chan
This study examined a tourism destination, Macao, a fast-progressing smart city under development, vis-à-vis a set of smart city quality of life (SCQOL) domains and verified their…
Abstract
Purpose
This study examined a tourism destination, Macao, a fast-progressing smart city under development, vis-à-vis a set of smart city quality of life (SCQOL) domains and verified their effects on citizens' attitudes, perceptions and support for citizen-centric smart city development (SCD).
Design/methodology/approach
This study adopted a quantitative approach. In particular, a questionnaire survey was used to collect data from Macao citizens. Factor analysis was used to identify SCQOL domains, while multiple linear regression and cluster analysis were used to achieve the research objectives.
Findings
This study identified five SCQOL domains: smart environment, smart people, smart livelihood, smart economy and economic policy, and smart mobility. Each of the domains had a different influence on citizens' attitudes and support for SCD. Three citizen segments (passive, neutral and enthusiastic supporters) were identified.
Practical implications
The five SCQOL domains, their effects on citizens' support for SCD and the three citizen segments identified can help implement the appropriate measures to enhance the target groups' SCD. The findings are also of practical value in evaluating the citizen-centric approaches on smart progress in other contexts.
Originality/value
The concept of smart technology has been widely applied to all aspects of city development. The main goal of SCD is to enhance citizens' quality of life. However, most studies have only explored smart cities and quality of life in isolation. Grounded on citizen centrality, this study contributes to the literature on SCD by proposing a new concept of SCQOL, identifying the domains constituting SCQOL and their influence on citizens' support for SCD.
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Rob Law, Davis Ka Chio Fong, Irene Cheng Chu Chan and Lawrence Hoc Nang Fong
This paper aims to comprehensively and systematically review the state of customer relationship management (CRM) research on hospitality and propose future research agenda.
Abstract
Purpose
This paper aims to comprehensively and systematically review the state of customer relationship management (CRM) research on hospitality and propose future research agenda.
Design/methodology/approach
All hospitality-related CRM articles since its introduction as a concept in 1988 were collected. The retrieved articles were then chronologically and thematically analyzed.
Findings
Hospitality CRM research has rapidly grown from the initial relationship marketing concept into social CRM. Five research foci were identified, including CRM planning and implementation process, organizational support, technology and tools, customer perspectives and characteristics and outcome and impact. Three potential pitfalls were observed in the existing literature. A comprehensive research framework incorporating the five research domains and three key players was proposed.
Practical implications
Hospitality practitioners should take an integrated perspective on the five major domains of CRM and the three key players to ensure that informed decisions can be made.
Originality/value
This study contributes to the literature through its qualitative and critical assessment of existing hospitality CRM literature, which can guide future research.
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Irene Cheng Chu Chan, Jing Ma, Rob Law, Dimitrios Buhalis and Richard Hatter
This paper aims to investigate the temporal dynamics of users browsing activity on a hotel website in order to derive effective marketing strategies and constantly improve website…
Abstract
Purpose
This paper aims to investigate the temporal dynamics of users browsing activity on a hotel website in order to derive effective marketing strategies and constantly improve website effectiveness. Users' activities on the hotel's website on yearly, monthly, daily and hourly basis are examined and compared, demonstrating the power of informatics and data analytics.
Design/methodology/approach
A total of 29,976 hourly Weblog files from 1 August 2014 to 31 December 2017 were collected from a luxury hotel in Hong Kong. ANOVA and post-hoc comparisons were used to analyse the data.
Findings
Users' browsing behaviours, particularly stickiness, on the hotel website differ on yearly, monthly, daily and weekly bases. Users' activities increased steadily from 2014 to 2016, but dropped in 2017. Users are most active from July to September, on weekdays, and from noon to evening time. The month-, day-, and hour-based behaviours changed through years. The analysis of big data determines strategic and operational management and marketing decision-making.
Research limitations/implications
Understanding the usage patterns of their websites allow organisations to make a range of strategic, marketing, pricing and distribution decisions to optimise their performance. Fluctuation of website usage and level of customer engagement have implications on customer support and services, as well as strategic partnership decisions.
Originality/value
Leveraging the power of big data analytics, this paper adds to the existing literature by performing a comprehensive analysis on the temporal dynamics of users' online browsing behaviours.
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Edmond Wai-Ming Lam, Albert P.C. Chan, Timothy O. Olawumi, Irene Wong and Kayode Olatunji Kazeem
Sustainability has been the subject of several scientific investigations. Many researchers in the construction industry have also examined a range of sustainability-related…
Abstract
Purpose
Sustainability has been the subject of several scientific investigations. Many researchers in the construction industry have also examined a range of sustainability-related studies. However, few studies have thoroughly reviewed implementing sustainability concepts in high-rise residential buildings (HRRBs).
Design/methodology/approach
By adopting scientometrics and systematic review (SR), this study seeks to map out recent sustainability trends and concepts in the design, development and operation of HRRBs worldwide and in Hong Kong. With a focus on bibliographic records from the Web of Science (WoS) database, 1,395 journal articles from 2013 to 2022 were analysed. Furthermore, thirteen studies were systematically reviewed.
Findings
The SR indicated that sustainable practices in developing Hong Kong's HRRBs emphasised zero-carbon buildings, reduced energy usage and energy-efficient retrofitting. Likewise, terms such as BIM, urban density, life cycle assessment and system dynamics are strongly connected with clusters that include “residential buildings”, “high-rise buildings” and “high-rise residential buildings”. The study identified significant themes in establishing HRRBs by combining sustainable practices, emphasising urban governance and policy management, building performance and thermal comfort, energy and design optimisation, occupant behaviour and sensitivity analysis. Core sustainability ideas have improved resource management, air quality management and knowledge of user behaviour in HRRBs.
Originality/value
The study allows researchers and practitioners to explore future research directions in the built environment per the application of sustainable concepts in the development of HRRBs from design, construction and post-construction phases.
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Qian Long Kweh, Irene Wei Kiong Ting, Wen-Min Lu and Hanh Thi My Le
Consensus on how intellectual capital (IC) affects corporate performance is limited because of various measurement models of IC and corporate performance. This study thus aims to…
Abstract
Purpose
Consensus on how intellectual capital (IC) affects corporate performance is limited because of various measurement models of IC and corporate performance. This study thus aims to further the debate on the relationship between IC and corporate performance from the perspectives of nonlinearity, the capital values of IC and the use of a holistic measure of corporate performance.
Design/methodology/approach
Using 1,395 firm-year observations derived from Vietnamese listed companies from 2010 to 2018, this study focuses on (1) presenting an IC model benchmarked on value-creating expenses; (2) using a directional distance function (DDF)-based stochastic nonparametric envelopment of data (StoNED) framework to scrutinize multiple performance indicators and the capital values of people, structures and relationships simultaneously; and (3) adopting firm-year cluster-robust regressions to analyze the nonlinear association between IC and corporate performance empirically with an appropriate U test.
Findings
Results suggest that human capital (HC), structural capital (SC) and relational capital (RC) are the main contributors of high corporate efficiency, whereas only HC and RC contribute to high corporate profitability. These results are absent when this study employs the conventional data envelopment analysis (DEA), which is also a multidimensional framework, as the dependent variable. More importantly, IC and its components can improve corporate performance, namely, both corporate efficiency and corporate profitability up to a critical point, after which the effects would drop.
Practical implications
Overall, this study highlights not only the need to invest in IC but also its associated costs. That is, policymakers also need to note the marginal cost of investing in IC, which may in the end outweigh the benefits from IC.
Originality/value
This study extends IC-related studies by investigating the nonlinear relationship between IC and corporate performance. Moreover, the value of this study also lies in the multidimensional DDF-based StoNED framework.