Search results

1 – 10 of 28
Per page
102050
Citations:
Loading...
Access Restricted. View access options
Article
Publication date: 24 November 2020

Minjung Shin, Ki-Joon Back, Choong-Ki Lee and Young-Sub Lee

This study aims to investigate ways in which hotel loyalty programs can be designed to enhance customer’s identification with a hotel brand and develop a sustainable…

3423

Abstract

Purpose

This study aims to investigate ways in which hotel loyalty programs can be designed to enhance customer’s identification with a hotel brand and develop a sustainable customer-brand relationship.

Design/methodology/approach

The study adopted a cross-sectional design survey questionnaire for data collection and used structural equation modeling data analysis to test the conceptual model.

Findings

The three loyalty program experiences proposed (member-to-member similarity, memorable loyalty program experience and loyalty program social benefits) exerted significant positive effects on customer-brand identification (CBI), which, in turn, influences customer-brand relationship elements, including trust, commitment and switching resistance.

Originality/value

This study expands the scope of CBI literature, which previously focused substantially on brand level experiences, by being the first to explore a new set of CBI antecedents with a focus on loyalty program experiences. Furthermore, the current study’s findings delineate specific strategies to uphold the social and experiential aspects of loyalty programs that can develop sustainable customer-brand relationships.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 12
Type: Research Article
ISSN: 0959-6119

Keywords

Access Restricted. View access options
Article
Publication date: 22 January 2025

Hyekyung Park, Minwoo Lee, Ki-Joon Back, Agnes DeFranco and Jaebeom Suh

Despite the growth of hotel guests’ mobile application use, limited studies identify hotel mobile application attributes and their roles in mobile application satisfaction and…

21

Abstract

Purpose

Despite the growth of hotel guests’ mobile application use, limited studies identify hotel mobile application attributes and their roles in mobile application satisfaction and dissatisfaction. Therefore, drawing onto the information system success model and the two-factor theory, this study aims to establish a comprehensive framework of hotel mobile application attributes categorized into system, information and service attributes and investigate their roles in mobile application satisfaction and dissatisfaction.

Design/methodology/approach

A comprehensive framework of hotel mobile application attributes has been developed, drawing on the information system success model and using text analytics. A total of 88,309 mobile application reviews were collected for analysis. Furthermore, an impact asymmetry analysis was conducted to examine the extent of influence of mobile application attributes on satisfaction and dissatisfaction, thereby elucidating the contribution of mobile application attributes to both outcomes and expanding upon the two-factor theory.

Findings

Research findings present a holistic mobile application attributes framework and their roles in mobile application satisfaction and dissatisfaction by integrating theories and methodologies. Regarding the information quality, relevance emerged as the key factor for enhancing customer satisfaction, serving as a satisfier. In the realm of system quality, features stood out as the principal attribute leading to dissatisfaction. For the aspects of service quality, reliability was identified as the critical factor for achieving satisfaction. Overall, the findings confirm that mobile application attributes have unique roles in developing mobile application (dis)satisfaction.

Research limitations/implications

The study extends an understanding of hotel mobile application attributes’ roles, providing rigorous and practical guidance for improving customers’ mobile application experience in the hotel industry. The study sheds light on the importance of considering mobile applications from various perspectives. However, the current study is limited to using text analytics as its methodological approach. Therefore, future research can benefit from including interviews to achieve a deeper comprehension of the underlying factors contributing to the outcomes of this research.

Originality/value

The novel theoretical and methodological approach enhances the application of existing theories and uses of impact asymmetry analysis. Such an approach uncovers hidden patterns of the roles of mobile applications in customer satisfaction and dissatisfaction. The study also sheds light on the importance of considering mobile applications from various perspectives, such as information, system and service quality.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

Keywords

Access Restricted. View access options
Article
Publication date: 8 December 2020

Hyekyung Park, Minwoo Lee and Ki-Joon Back

This paper aims to explore the underlying structure of wellness in upper-upscale and luxury hotels and the roles wellness attributes play in customer satisfaction and…

2831

Abstract

Purpose

This paper aims to explore the underlying structure of wellness in upper-upscale and luxury hotels and the roles wellness attributes play in customer satisfaction and dissatisfaction.

Design/methodology/approach

This study uses a mixed methods approach consisting of content analysis and social media analytics. In Study 1, the authors integrate and review the structure of wellness attributes by conducting a literature review on prior research on wellness and analyzing websites of upper-upscale and luxury hotels. In Study 2, the authors implement text analytics and regression analysis to determine the roles of wellness attributes in customer satisfaction and dissatisfaction by examining the final data gathered from 141,973 reviews of 226 upper-upscale and luxury hotels in NYC.

Findings

This research introduces the underlying structure of wellness in the upper-upscale and luxury hotels. Findings demonstrate a significant relationship between wellness attributes and customer satisfaction/dissatisfaction. This study shows each wellness attribute’s specific roles in customer satisfaction and dissatisfaction through the Kano model.

Research limitations/implications

The current study extends the research on wellness by discovering the underlying structure of wellness in the upper-upscale and luxury hotels. Based on the Kano Model, the study reveals specific roles of wellness attributes regarding their dichotomous impact on customer satisfaction and dissatisfaction. The study makes a novel approach to the topic of wellness through a mixed methods approach consisted of content analysis and social media analytics. Analyzing online customer reviews derived from TripAdvisor.com, the study provides an in-depth insight and understanding of customers’ perceptions of wellness attributes.

Practical implications

The study guides hotel operators to perform wellness attributes by defining the unique roles of wellness attributes in customer satisfaction and dissatisfaction. Using the findings of the current study, hotel operators can prioritize wellness attributes regarding their core strategies and provide satisfying wellness attributes to customers.

Originality/value

Prior research merely focuses on hotels in wellness destinations or wellness-focused hotels with a lack of research on wellness offered in the general lodging industry. This research fills the gap by discovering the underlying wellness structure embedded in the general lodging industry, specifically in the upper-upscale and luxury hotels.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Access Restricted. View access options
Article
Publication date: 30 January 2019

Jiseon Ahn and Ki-Joon Back

This study aims to apply the perspective of self-determination theory to investigate the effects of needs satisfaction on customers’ emotional bond and perceived fit with the…

3425

Abstract

Purpose

This study aims to apply the perspective of self-determination theory to investigate the effects of needs satisfaction on customers’ emotional bond and perceived fit with the integrated resort brand.

Design/methodology/approach

To provide empirical evidence, this study uses an online survey analyzed with structural equation modeling.

Findings

The results suggest how integrated resort experiences enhance the needs satisfaction for autonomy, competence and relatedness, and that customers are likely to have an attachment and compatibility with the brand. This study also documents that strong attachments and compatibility are predictive of behavioral intention.

Research limitations/implications

This study provides a theoretical perspective through self-determination theory for explaining how needs satisfaction impacts customers’ brand-related attitude, which can be used to guide future studies. Insights from this research will be used to design and evaluate customers’ experience in tourism and hospitality industry.

Originality/value

Although the concept of needs satisfaction has studied on the employees’ behavior, a scarcity of research has been offered to explain customers’ behavior. Thus, this study makes a significant contribution to the hospitality and tourism research by testing the needs satisfaction as an antecedent of customers’ brand-related behavior.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Access Restricted. View access options
Article
Publication date: 9 October 2019

Minwoo Lee, Jiseon Ahn, Minjung Shin, Wooseok Kwon and Ki-Joon Back

This study aims to provide an understanding of the concept of service innovation resulting from emerging technologies and suggest areas for future hospitality and tourism…

3192

Abstract

Purpose

This study aims to provide an understanding of the concept of service innovation resulting from emerging technologies and suggest areas for future hospitality and tourism research. By thoroughly reviewing previous literature, this study provides the basis for improving customer service with service innovation.

Design/methodology/approach

This study examines the existing body of knowledge from leading hospitality, tourism and business journals by performing content analysis.

Findings

This study reveals the multifaceted aspects of service innovation practices using emerging technologies. Findings provide an evidence base to future studies by highlighting the role of technology in hospitality and tourism service innovation.

Originality/value

The major contribution of this study is the demonstration of an approach for both academic researchers and service providers how they can use the technology to improve customers’ perceived value, experience and engagement.

研究目的

本论文旨在讨论新兴科技对服务创新的应用以及酒店和旅游管理领域中的未来发展方向。本论文通过全面回顾文献,对服务创新中的客户服务提供基础理解。

研究设计/方法/途径

本论文通过对酒店、旅游、以及商业领域顶尖期刊文献做文本分析,以达到研究目的。

研究结果

本论文提供了新兴科技对服务创新措施的多方面讨论。研究结果强调了科技对酒店和旅游管理创新中的重要地位,对未来研究做出了指导性意见。

研究原创性/价值

本论文的主要贡献在于向学术研究人员和服务提供商展示,如何运用科技来加强客户感知价值、体验、以及客户参与。

关键词

服务创新、顾客价值、顾客体验、顾客参与、价值共创、科技、批判性文献综述

论文类型

文献综述

Details

Journal of Hospitality and Tourism Technology, vol. 12 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

Access Restricted. View access options
Article
Publication date: 4 June 2019

Jiseon Ahn and Ki-Joon Back

Experience and value creation have become integral themes for tourism service providers. This study aims to understand the role of different types of experiences in formulating…

2651

Abstract

Purpose

Experience and value creation have become integral themes for tourism service providers. This study aims to understand the role of different types of experiences in formulating customers’ perceived value. Studies on this area are scarce, especially in the cruise industry.

Design/methodology/approach

A research model that includes two value variables, namely, functional and wellness values, and four cruise brand experience variables, namely, sensory, affective, behavioral and intellectual factors, was tested through partial least-squares (PLS) structural equation modeling approach. A total of 389 usable cruise customer responses were obtained and analyzed using SmartPLS software.

Findings

Results revealed the relative effects of sensory, affective, behavioral and intellectual factors on perceived functional and wellness values. The positive impact of perceived value on customer satisfaction and behavioral intention and the moderating role of service expertise in the relationship between cruise experience and perceived value were examined.

Research limitations/implications

Future research can examine how types of leisure facilities (e.g. casinos, restaurants, bars and shows), cultural differences (e.g. Eastern and Western) and customers’ travel characteristics (e.g. visiting purpose and companions) may influence the relationships between cruise brand experience and perceived value.

Practical implications

From a practical point, the relationships among multidimensional cruise brand experience, functional and wellness values, customer satisfaction, revisit intention and service expertise provide a clue on how cruise brands can enhance customers’ perceived value to retain current customers.

Originality/value

This study contributes to literature by providing a theoretical framework and empirical evidence for predicting and explaining cruise customers’ behavior. From a managerial perspective, this study identified critical factors that are essential to value creation and discussed the implications of predictive factors on developing marketing strategies that enhance customers’ positive attitude and behavior toward the cruise brand.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

Access Restricted. View access options
Article
Publication date: 9 October 2024

Fei Hao, Ki-Joon Back and Kaye Kye Sung Kye-Sung Chon

This study aims to investigate the impact of virtual tours on the engagement and travel intentions of older adults, emphasizing the role of emotional and informative content. It…

287

Abstract

Purpose

This study aims to investigate the impact of virtual tours on the engagement and travel intentions of older adults, emphasizing the role of emotional and informative content. It aims to enhance travel confidence and reduce stress among older travelers, fostering inclusive tourism through advanced avatar technology.

Design/methodology/approach

Using two between-subjects experiments, this research compares the effects of emotion-driven and knowledge-centric virtual tours on older adults. It explores the mediating role of travel confidence and stress reduction, along with the moderating influence of positive psychological cues on engagement and travel intentions.

Findings

The results highlight the potential of technology in promoting inclusive tourism. Emotionally engaging virtual tours significantly increase travel intentions among older adults by boosting confidence and alleviating stress, with positive psychological cues enhancing these effects.

Practical implications

This study offers valuable insights for tourism industry stakeholders by suggesting the development of avatar-based virtual tours tailored to the emotional and cognitive needs of older travelers. This approach could create more accessible and satisfying tourism experiences for older travelers.

Originality/value

This study extends the socioemotional selectivity theory to the realm of metaverse travel, providing a novel perspective on the emotional and cognitive engagement of older adults in the metaverse. This underscores the importance of inclusive technology in addressing the needs of older travelers.

Details

International Journal of Contemporary Hospitality Management, vol. 37 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

Access Restricted. View access options
Article
Publication date: 10 June 2021

Minwoo Lee, Wooseok Kwon and Ki-Joon Back

Big data analytics allows researchers and industry practitioners to extract hidden patterns or discover new information and knowledge from big data. Although artificial…

4392

Abstract

Purpose

Big data analytics allows researchers and industry practitioners to extract hidden patterns or discover new information and knowledge from big data. Although artificial intelligence (AI) is one of the emerging big data analytics techniques, hospitality and tourism literature has shown minimal efforts to process and analyze big hospitality data through AI. Thus, this study aims to develop and compare prediction models for review helpfulness using machine learning (ML) algorithms to analyze big restaurant data.

Design/methodology/approach

The study analyzed 1,483,858 restaurant reviews collected from Yelp.com. After a thorough literature review, the study identified and added to the prediction model 4 attributes containing 11 key determinants of review helpfulness. Four ML algorithms, namely, multivariate linear regression, random forest, support vector machine regression and extreme gradient boosting (XGBoost), were used to find a better prediction model for customer decision-making.

Findings

By comparing the performance metrics, the current study found that XGBoost was the best model to predict review helpfulness among selected popular ML algorithms. Results revealed that attributes regarding a reviewer’s credibility were fundamental factors determining a review’s helpfulness. Review helpfulness even valued credibility over ratings or linguistic contents such as sentiment and subjectivity.

Practical implications

The current study helps restaurant operators to attract customers by predicting review helpfulness through ML-based predictive modeling and presenting potential helpful reviews based on critical attributes including review, reviewer, restaurant and linguistic content. Using AI, online review platforms and restaurant websites can enhance customers’ attitude and purchase decision-making by reducing information overload and search cost and highlighting the most crucial review helpfulness features and user-friendly automated search results.

Originality/value

To the best of the authors’ knowledge, the current study is the first to develop a prediction model of review helpfulness and reveal essential factors for helpful reviews. Furthermore, the study presents a state-of-the-art ML model that surpasses the conventional models’ prediction accuracy. The findings will improve practitioners’ marketing strategies by focusing on factors that influence customers’ decision-making.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Access Restricted. View access options
Article
Publication date: 3 May 2023

Hyekyung Park, Minwoo Lee and Ki-Joon Back

With the increasing importance of technology in hospitality and tourism, technology-driven service innovation has been a salient topic discussed from both customers’ and…

1756

Abstract

Purpose

With the increasing importance of technology in hospitality and tourism, technology-driven service innovation has been a salient topic discussed from both customers’ and suppliers’ perspectives. However, there has been a lack of research that provides an overview of research on technology-driven service innovation. The purpose of this study is to review current discussions on technology-driven service innovation and provide directions for future studies in the hospitality and tourism literature.

Design/methodology/approach

A total of 82 articles on technology-driven service innovation were collected from top-tier hospitality and tourism journals. The papers were analyzed using content analysis to derive key topics discussed in the literature. Such discussions were made by different service innovation categories, antecedents, outcomes and theories. Future research agendas were suggested based on the research gap found in the literature.

Findings

The results indicate that prior discussions on technology-driven service innovation viewed technology as a service or service delivery method, with limited focus on management, marketing and institutional service innovation. In addition, the study reveals five key topics that need further discussion, such as cocreative technology, human resources management, strategy management, emerging technology and digital transformation.

Research limitations/implications

While there have been increasing studies that reveal determining roles of technology in service innovation, scarce research introduced the new concept of technology-driven service innovation, suggesting a comprehensive approach. By adopting the unique approach of technology-driven service innovation, the research reveals the multifaceted roles of technology in service innovation and areas that need further discussion to implement highly sustainable strategies.

Originality/value

The research adds to the knowledge of technology-driven service innovation by providing a holistic view of current discussions, finding research gaps and proposing future research agendas for extended discussion.

Details

International Journal of Contemporary Hospitality Management, vol. 35 no. 12
Type: Research Article
ISSN: 0959-6119

Keywords

Access Restricted. View access options
Article
Publication date: 19 May 2021

Wooseok Kwon, Minwoo Lee, Ki-Joon Back and Kyung Young Lee

This study aims to uncover how heuristic information cues (HIC) and systematic information cues (SIC) of online reviews influence review helpfulness and examine a moderating role…

1365

Abstract

Purpose

This study aims to uncover how heuristic information cues (HIC) and systematic information cues (SIC) of online reviews influence review helpfulness and examine a moderating role of social influence in the process of assessing review helpfulness. In particular, this study conceptualizes a theoretical framework based on dual-process and social influence theory (SIT) and empirically tests the proposed hypotheses by analyzing a broad set of actual customer review data.

Design/methodology/approach

For 4,177,377 online reviews posted on Yelp.com from 2004 to 2018, this study used data mining and text analysis to extract independent variables. Zero-inflated negative binomial regression analysis was conducted to test the hypothesized model.

Findings

The present study demonstrates that both HIC and SIC have a significant relationship with review helpfulness. Normative social influence cue (NSIC) strengthened the relationship between HIC and review helpfulness. However, the moderating effect of NSIC was not valid in the relationship between SIC and review helpfulness.

Originality/value

This study contributes to the extant research on review helpfulness by providing a conceptual framework underpinned by dual-process theory and SIT. The study not only identifies determinants of review helpfulness but also reveals how social influences can impact individuals’ judgment on review helpfulness. By offering a state-of-the-art analysis with a vast amount of online reviews, this study contributes to the methodological improvement of further empirical research.

研究目的

本论文旨在揭示网络评论的启发性信息源和系统性信息源对于评论有用性的影响, 以及检验社会影响在评论有用性的调节作用。其中, 本论文基于双重历程理论和社会影响理论来构建理论模型, 并且利用实际数据来验证假设, 通过分析一系列实际客户评论数据。

研究设计/方法/途径

本论文样本数据为2004年至2018年Yelp.com上面的4,177,377网络评论。本论文采用数据挖掘和文本分析的方法来提取自变量。本论文采用零膨胀负二项回归模型来验证假设。

研究结果

研究结果表明, 启发性和系统性信息源都对网络评论有用性有着显著作用。规范性社会影响加强了启发性信息源对评论有用性的作用。然而, 规范性社会影响对系统性信息源与评论有用性的关系并未起到有效的调节作用。

研究原创性/价值

本论文对现有评论有用性的文献有着补充贡献, 其采用双重历程理论和社会影响理论来构建理论模型。本论文不仅指出评论有用性的影响因素, 而且展示了社会影响如何影响个人对评论有用性的判断。本论文的样本数据庞大, 数据分析夯实, 这对于进一步的实际测量研究有着方法改进方面的贡献。

1 – 10 of 28
Per page
102050