Victor Oluwafemi Olorunsola, Mehmet Bahri Saydam, Taiwo Temitope Lasisi and Ali Ozturen
Archaeological heritage tourism has great potential for development in numerous destinations. However, literature on archaeological heritage tourism is scarce and empirical data…
Abstract
Purpose
Archaeological heritage tourism has great potential for development in numerous destinations. However, literature on archaeological heritage tourism is scarce and empirical data are minimal. This paper aims to identify the main themes shared in online reviews by tourists, as well as identify factors known as satisfiers and dissatisfiers based on Herzberg’s two-factor theory among tourists who visited Petra UNESCO heritage site.
Design/methodology/approach
The research used content analyses to analyse 1,419 tourist’s online reviews on TripAdvisor. Leximancer software provided computer-assisted qualitative data analysis that pinpoint the dominant themes, after which further qualitative analysis found the main narratives associated with different satisfaction groups.
Findings
Successively, seven themes were revealed: entrance, trip, monastery, buildings, animal, carriage and safe. Furthermore, a four-dimensional model was postulated to help understand the components and flow of visitors’ experiences in an archaeological heritage site. In addition, the findings of the study revealed that tourists who scored their experience as 4 (very good) or 5 (excellent) (satisfiers) commonly shared perceptions about architecture, buildings, safe, temples, monasteries, tours, tombs and helpful. Contrarily, reviewers that rated their experience as 1 (terrible) or 2 (poor) (dissatisfiers) shared narratives around concepts such as expensive, animals, carriages, locals and shops.
Originality/value
The results offer valuable understandings of cultural heritage tourists’ overall experiences based on TripAdvisor reviews and facilitate the identification of the dominant themes associated with drivers of tourists’ satisfaction/dissatisfaction.
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Victor Oluwafemi Olorunsola, Mehmet Bahri Saydam, Huseyin Arasli and Deniz Sulu
Sustainable tourism is becoming more popular all over the world. Eco-friendly (green) hotels are properties that are friendly to the environment and are becoming increasingly…
Abstract
Purpose
Sustainable tourism is becoming more popular all over the world. Eco-friendly (green) hotels are properties that are friendly to the environment and are becoming increasingly popular among green travellers. Electronic word-of-mouth is a technique of communicating with consumers in order to share their experiences, and it is a significant marketing tool for hotels. This paper aims to identify the main themes shared in online reviews by tourists visiting eco-friendly hotels, and which of these themes were associated with satisfaction and dissatisfaction ratings.
Design/methodology/approach
The research used qualitative content analyses to analyse 1,202 user-generated content of the top 10 hotels in UK shared by guests on an online platform.
Findings
The analyses revealed nine themes in descriptions of airline travel experiences. These are “hotel amenities”, “services”, “location”, “staff”, “eco” (eco-friendly activities), “value” and “recommend/revisit” (intentions). Negative comments are associated with the “bathroom”, “mattress”, “water”, “bed”, “price”, “shower”, “Wi-Fi” and “restaurant” concepts.
Originality/value
This study differs from previous research in which it aims to address a void in the literature on the shortcomings of research focused on finding the dominant themes expressed in online reviews by tourists visiting eco-friendly hotels, and it does so using data mining approach.
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Mehmet Bahri Saydam, Ozlem Altun, Tuna Karatepe, Victor Olorunsola and Nazanin Naderiadib Alpler
The present study sought to determine the main themes employees discussed in online reviews associated with satisfaction (pros) and dissatisfaction (cons).
Abstract
Purpose
The present study sought to determine the main themes employees discussed in online reviews associated with satisfaction (pros) and dissatisfaction (cons).
Design/methodology/approach
This study used qualitative content analysis to examine employee reviews working in India's largest food delivery company.
Findings
The analyses revealed the existence of seven themes: company environment, employees, salary, work–life balance, company culture and values, flexibility and favoritism. Negative themes were associated with the “work-life balance” and “favoritism” themes. The results provided valuable insights into online food delivery platform employees' overall experiences based on social media information and aided in identifying key themes associated with various satisfaction levels.
Originality/value
This study contributes to the literature by uniquely utilizing user-generated content from an employment search engine as a novel data source to investigate the factors influencing satisfaction and dissatisfaction among online food delivery employees. This approach represents a significant departure from traditional survey-based methods, filling a gap in the literature by offering insights directly from employees' unfiltered perspectives. By leveraging this innovative methodology, our research provides a fresh and nuanced understanding of the experiences and concerns of online food delivery workers, thereby adding substantial value to the fields of organizational behavior and human resource management.
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Ali Öztüren, Hasan Kilic, Victor Oluwafemi Olorunsola and Benjamin Omeiza Osumeje
This paper aims to uncover the critical factors relating to the enhancement of a natural tourism attraction from a visitor perspective.
Abstract
Purpose
This paper aims to uncover the critical factors relating to the enhancement of a natural tourism attraction from a visitor perspective.
Design/methodology/approach
The reviews (n = 336) of Golden Beach, Karpaz were collected from the Tripadvisor.com platform. Content analysis was conducted with Leximancer software to determine the themes relating to natural tourism attraction development.
Findings
The most widely highlighted themes in the data were environment, infrastructure, location, activities, visitors and locals. Pro-environmental visitors, the responsibilities of government and visitor management issues are discussed in relation to managing natural tourism attractions.
Practical implications
The paper has a number of practical implications for tourism stakeholders involved in developing sustainable destinations.
Originality/value
This paper emphasises the value of analysing visitor generated comments in order to better understand visitor thoughts and perceptions. In so doing, the authorities can make decisions that align with the expectations of visitors and manage their resources accordingly.
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Mehmet Bahri Saydam, Victor Oluwafemi Olorunsola and Hamed Rezapouraghdam
Although a vast amount of research has been started to gauge customer satisfaction using surveys, the influence of COVID-19 on passengers' satisfaction has not received enough…
Abstract
Purpose
Although a vast amount of research has been started to gauge customer satisfaction using surveys, the influence of COVID-19 on passengers' satisfaction has not received enough attention. Hence, the primary purpose of this research is to determine the dominant themes that emerged from airline travelers' online reviews and to determine attributes that are pertinent to the satisfaction of passengers flying with low-cost carriers (LCC) during the COVID-19 outbreak. In addition, this study investigates whether the salient themes of passengers' overall experiences vary by traveler origin, which may give more insight into airline sector market segmentation.
Design/methodology/approach
Leximancer software was used to construct concepts from words, followed by themes in the data analysis.
Findings
The analyses revealed eight themes in descriptions of “travel experiences” for airline passengers. These are “flights,” “staff,” “service,” “hygiene,” “cancellations,” “legroom,” “COVID-19” and “test”. Negative reviews associated with “cancellations,” “refund,” “waiting” and “baggage” (handling) concepts.
Originality/value
The findings provide important information about airline passengers' overall experiences. Limited studies have comprehensively considered various satisfaction categories of airline travelers using online reviews.
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Victor Oluwafemi Olorunsola, Mehmet Bahri Saydam, Taiwo Temitope Lasisi and Kayode Kolawole Eluwole
Capsule hotels are a revolutionary Japanese concept of lodging that dates back over four decades. On the other hand, capsule hotels are a relatively new concept for most travelers…
Abstract
Purpose
Capsule hotels are a revolutionary Japanese concept of lodging that dates back over four decades. On the other hand, capsule hotels are a relatively new concept for most travelers outside of Japan. Organizations within this target segment are starting to recognize the critical role that an excellent customer experience management (CEM) strategy offers in improving competitiveness and organizational success. Thus, this research provides scholastic insight into the framework of CEM by evaluating the user-generated content at capsule hotels.
Design/methodology/approach
This study inspected 1,304 online user-generated content from the top 10 capsule hotels from Booking.com. Leximancer 4.5 was deployed to analyze the data.
Findings
The analyses revealed nine key themes to CEM of capsule hotels which are “staff,” “hotel,” “area,” “location,” “bed,” “capsule,” “check-in,” “noisy” and “luggage”.
Practical implications
This research encourages hospitality and tourism executives to develop specific strategies for capsule hotels.
Originality/value
This research differs from previous writings in that it attempts to fill a gap in the research by offering insight into the issue in the low-budget hotel industry and by identifying key indicators that influence customer experience.
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Gyehee Lee, Osman M. Karatepe, Jieun Kim, Victor Oluwafemi Olorunsola and Taegoo Terry Kim
This paper aimed to propose a research model that investigated job satisfaction (JSAT) and affective organizational commitment (AOC) as the serial mediators linking intercultural…
Abstract
Purpose
This paper aimed to propose a research model that investigated job satisfaction (JSAT) and affective organizational commitment (AOC) as the serial mediators linking intercultural sensitivity (IS) to service-oriented organizational citizenship behavior (SOCB). It also explored sociocultural adaptation (SA) as a moderator of the influence of IS on JSAT.
Design/methodology/approach
Data gathered from Korean cabin attendants employed at Middle Eastern airlines were utilized to gauge the aforementioned relationships via structural equation modeling.
Findings
Cabin attendants high on IS were satisfied with their jobs and therefore exhibited affective commitment to their airline company. Such employees in turn displayed heightened SOCB. SA strengthened the positive influence of IS on JSAT.
Practical implications
The presence of interactive training, scenario-based simulations and cross-cultural communication exercises would enable cabin attendants to manage passengers with different cultural background successfully.
Originality/value
This empirical piece contributes to the pertinent literature by investigating the mechanisms underlying the link between IS and organizationally valued behavioral outcomes such as SOCB. It also enhances the understanding about SA which increases the positive impact of IS on JSAT.
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Mehmet Ali Koseoglu, Hasan Evrim Arici, Mehmet Bahri Saydam and Victor Oluwafemi Olorunsola
Environmental, social and governance (ESG) scores are compelling for firm strategy and performance. Thus, this study aims to explore ESG scores’ predictive roles on global firms’…
Abstract
Purpose
Environmental, social and governance (ESG) scores are compelling for firm strategy and performance. Thus, this study aims to explore ESG scores’ predictive roles on global firms’ diversity scores.
Design/methodology/approach
A total of 1,114 global firm-year data from the Thomson Reuters Eikon database was analyzed using machine learning algorithms like rpart, support vector machine, partykit and evtree.
Findings
The results reveal a positive association between diversity, resulting in greater comprehensiveness and relevance. Broadly speaking, the two factors with the most significant values for calculating the overall diversity scores of businesses are ESG scores and social scores. ESG scores and environmental scores are the most effective predictors for the diversity pillar and people development scores. In contrast, community and social scores are the most important predictor factors for the inclusion scores.
Originality/value
The research is particularly pertinent to managers and investors considering ESG issues while making decisions. The results indicate that leaders and practitioners should prioritize ESG elements and diversity problems to enhance performance.
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Mehmet Ali Koseoglu, Hasan Evrim Arici, Mehmet Bahri Saydam and Victor Oluwafemi Olorunsola
The interconnected challenges of climate change and social inclusivity have placed unprecedented pressure on businesses to adopt responsible practices. While previous research has…
Abstract
Purpose
The interconnected challenges of climate change and social inclusivity have placed unprecedented pressure on businesses to adopt responsible practices. While previous research has explored the individual impacts of environmental, social, and governance (ESG) performance and diversity initiatives, there remains a dearth of comprehensive investigations into how these factors collectively influence carbon emission scores. Drawing on the legitimacy theory, we explore whether ESG and diversity scores predict global companies' carbon emission scores. As concerns about the environmental impact of businesses grow, understanding the relationships between ESG performance, diversity management, and carbon emissions becomes imperative for sustainable corporate practices.
Design/methodology/approach
The primary dataset for this study includes 1,268 worldwide firm-year data for 2021. The sample is subjected to missing data examination as a component of the filtration process. Data preprocessing is performed before machine learning analysis, including verifying missing data. Our research resulted in the final sample, which includes 627 worldwide firm data from 2021. Data regarding all publicly traded companies was obtained from Refinitiv Eikon.
Findings
Our findings showed that corporate carbon emission performance in global corporations is influenced by ESG performance and total diversity score.
Originality/value
Firms involve in ESG as well as diversity practices to be able to achieve sustainable success. Yet, the forecasting of carbon emissions based on ESG scores and diversity scores remains inadequately established due to conflicting findings and enigmas prevalent in the literature.
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Mehmet Bahri Saydam, Victor Oluwafemi Olorunsola, Turgay Avci, Tamar Haruna Dambo and Kadir Beyar
The COVID-19 pandemic has resulted in significant changes in tourists’ attitudes and behaviors mostly as a result of confinement-related problems. Although various studies have…
Abstract
Purpose
The COVID-19 pandemic has resulted in significant changes in tourists’ attitudes and behaviors mostly as a result of confinement-related problems. Although various studies have been conducted to analyze customers’ perceptions of service quality and satisfaction using a drop-off/pick-up method, the influence of COVID-19 on customers’ perceptions of service quality and satisfaction has not been examined using online reviews. It is critical to evaluate satisfaction aspects from user-generated content to ascertain their preferences for hotel services during the pandemic. This research aims to explore the viewpoint shared online by hotel tourists, as well as identify which service practice is associated with higher and lower satisfaction during the COVID-19 pandemic.