Electronic word-of-mouth (eWOM) is regarded as crucial in business development. Given the intangible nature of tourism and hospitality products, potential customers find it hard to assess them before making purchase. Accordingly, online customer reviews and management responses have influential roles in their decision-making process. While a plethora of previous research focused on customer reviews, scholarly attention on how luxury hotels respond to the reviews was scant. Using content analysis, this study examines the management response characteristics of 35 luxury hotels and response style of 7 luxury chain hotels in Hong Kong. Their response characteristics including response frequency, responder’s job position, and timeliness of response were generally similar. The response style and tone (professional and conversational tones) vary with hotels even they are in the same hotel group. Implications on practice of management responses are offered for luxury hotel operators.
Climbing is a popular sport for active tourists and recreational sportsmen. Alpine climbing areas, such as the Alps, can attract tourists from all over the world. Various websites, mobile applications, and books are used by climbers to obtain information on important aspects of the available climbing routes, including their properties, location, and especially their difficulty. Considering this large amount of information and options, it is in reality difficult for climbers to properly select which routes to climb. Hence, we propose recommendation technologies aimed at supporting climbers in this decision task. The developed system prototype constructs a climber’s profile with preferences derived from climber’s logbook data collected by a mobile app. Then, the system can recommend suitable crags and climbing routes within the selected crags. The designed interface and the basic computational models for such a system prototype are presented. The proposed technology aims at complementing existing electronic climbing guidebooks and providing decision support to climbers.
The use of robotics and artificial intelligence have created a shift in the ways the service-based hospitality and tourism industry can fulfill the needs and wants of consumers that were earlier fulfilled only by humans. Robots have added the automation and self-service experience that play a vital role in the improvements of efficiency, speed, and the overall experience for the guests using technology. While there are many benefits of using robots in the industry, there are also risks associated with the excessive usage of robots on guest experience. As a result of the pros and cons on the topic, it is very important to gather data and analyze the results to further investigate and understand what the outcomes will be for the industry, its employees, and its customers. The purpose of this study is to examine the perceptions of the use of robots in the hotels as perceived by hotel guests who used a service robot and who did not. A self-administered survey was developed, and 939 usable responses were collected from hotel guests. Factor analysis showed that five factors emerged in the study: Advantages, Attitudes, Disadvantages, Pandemic Related, and Fear. Guests recognize the opportunities that service robots are bringing to their experience while voicing their concerns and fears about the use of them. Findings also showed that there are significant differences between users and non-users.
This short paper summarizes the first research stage for applying deep learning techniques to capture human-wildlife interactions in national parks from crowd-sourced data. The results from objection detection, image captioning, and distance calculation are reported. We were able to categorize animal types, summarize visitor behaviors in the pictures, and calculate distances between visitors and animals with different levels of accuracy. Future development will focus on getting more training data and field experiments to collect ground truth on animal types and distances to animals. More in-depth manual coding is needed to categorize visitor behavior into acceptable and unacceptable ones.
The central government and local governments of the South Korea execute a project to build smart tourism city for tourism and urban development. However, little study has shed light on the details of smart tourism city project. To approach the concept of smart tourism city and understand the phenomenon of smart tourism city construction, this study conducts a case study. Incheon is the first city in which implementing the smart tourism city creation project. We apply the metaverse concept to check how Incheon implements a smart tourism city. Specifically, the metaverse concept applied tourism service operated by Incheon is divided into real based and virtual based (AR Incheon and Incheoncraft). Along with an introduction to the case, how the concept of metaverse supports the creation of a smart tourism city is discussed. This is an early-stage study that explores the phenomenon by considering the relationship between the smart tourism and metaverse.
Since 2020, the tourism industry worldwide has been devastated as a result of the COVID-19 pandemic. Governments across the globe imposed strict national lockdowns in order to curb the spread of the pandemic, with negative effects on tourism. This forced many tourism companies and organizations to turn to virtual reality (VR) to survive. As a consequence, numerous tourism scholars began to question whether VR would replace conventional tourism after COVID-19. The study aims is to address this concern and to determine if VR will be a substitute for conventional tourism or whether it can be considered as a tourism niche. It is a conceptional study which adopts a comparative analysis of conventional tourism models and VR. It uses two popular conventional tourism models, namely N. Leiper’s (1979) tourism system model and R.W. Butler’s (1980) destination life-cycle model. Based on this analysis, this paper suggests that VR will never be a substitute for conventional tourism, but should rather be considered a future tourism niche.
Following the emergence of COVID-19 pandemic, people in Japan were asked to refrain from traveling, resulting in various companies coming up with new ways of experiencing tourism. Among them, the online tourism experience of H.I.S. Co., Ltd. (HIS) drew more than 100,000 participants as of August 29, 2021. In this study, we focused on an online tour where the host goes to the site and records real time communication using a web conference application. The destinations of online tours were analyzed through text mining, and the characteristics of online tours were analyzed using Latent Dirichlet Allocation (LDA) of topic models. The results show that the number of online tours is weakly negatively correlated with distance and time differences. From the topic model, it is evident that the guide is important in online tours. In addition, the sense of presence, communication environment, and images, which are considered to be unique topics in online tours, are also relevant to the evaluation.
Virtual tourism allows people to see and experience the world without physically travelling to the destination. The objective of this study is to identify service elements critical to the development of customer-oriented live guided virtual tours. A total of three focus group discussions were conducted, with 4–5 participants in each group. All the participants were Japanese who had previously participated in live guided virtual tours. The data was analysed with qualitative content analysis, where an inductive approach was used. The findings reveal that the main expectations of the participants are related to experiencing the local culture and way of life, feeling of actually being in the destination (sense of connection), social interaction and active participation. These factors make the virtual tour feel realistic and attractive and the tourism businesses need especially to focus on these when designing virtual tours for example by providing ample opportunities for the virtual tour participants to discuss with each other and learn from each other. This study brings valuable insights into the virtual tours research from the customer perspective, especially in a non-Western context.
Understanding the characteristics of tourists’ movements is essential for tourism destination management. With advances in information and communication technology, more and more people are willing to upload photos and videos to various social media platforms while traveling. These openly available media data is gaining increasing attention in the field of movement pattern mining as a new data source. In this study, uploaded images and their geographic information within Lake Constance region, Germany were collected and through clustering analysis, a state-of-the-art k-means with noise removal algorithm was compared with the commonly used DBCSCAN on Instagram dataset. Finally, association rules between popular attractions at region-level and city-level were mined respectively. Results show that social media data like Instagram constitute a valuable input to analyse tourists’ movement patterns as input to decision support and destination management.
Online review is powerful in influencing tourists’ travel decision. However, understanding of how online reviews affect tourist emotion and decision at the post-trip stage is limited. The present study examines whether encountering travel experiences shared on social media by other users with disparity in the cost of same accommodation after a trip will cause regret and alter the intention to revisit from a retrospective point of view. Drawing from the experimental study, the result showed that regret mediates the negative effect of comparison discrepancy (in the case of differences in the paid room rate) on intention to stay in the hotel again. The current study of the effects of social comparison on revisit intention adds to the literature and establishes the groundwork for future scholarly work on post-trip online review management. Meaningful implications and strategies are recommended to online review platform and hotel marketing management.
The power of social media influencers (SMIs) as effective endorsers for destinations and tourism products have been widely acknowledged. Despite being characterised as content generators by prior research, little has been done to examine how consumers perceive content produced by SMI, a key component of destination marketing campaigns. Moreover, parasocial relationship between SMI and the follower has been proven to enhance the persuasive impact of SMIs. Hence, this study aims to shed light on how consumers would assess the SMI and the content the SMI produced, as well as the effect of parasocial relationship on processing SMI destination marketing campaigns. Findings (N = 501) have highlighted that argument quality of SMI content has a stronger direct impact on campaign attitude, destination image and travel intention, as compared to source credibility. With the application of the Elaboration Likelihood Model (ELM) as a framework, this study illuminates consumers’ interaction with the SMI destination marketing campaign and extends prior studies in understanding the importance of SMI content and parasocial relationship as a significant tool for future destination marketing.
Personal technology plays an integral role in shaping people’s quality of life which includes leisure and tourism experiences. A number of personal informatics tools can support people in performing their activities by collecting biometric and environmental data; however, little is known regarding the use of psychological data to enrich leisure and tourism experiences. To address this research gap, this study aims to propose a conceptual framework that fosters memorable and meaningful leisure experiences (MMEs) based on theories from serious leisure and positive psychology. In particular, this study probes into the MMEs of serious leisure practitioners who put their efforts and resources into pursuing intrinsically rewarding leisure activities. Excelling at these activities, which may draw upon participants’ character strengths, yields sustained fulfillment which fosters personal transformation. The idiosyncratic nature of MMEs demands a phenomenological inquiry that involves in-depth interviews concerning the character strengths used and their development trajectories. Using theory triangulation from both positive psychology and serious leisure allows researchers to gain a holistic view of participants’ well-being. Character strengths were found to be the integral factors that contribute to MMEs at different stages of leisure activities. The result identified three aspects of strengths used: strengths well spent, reflection and introspection, and anticipation of the future self, which informs the development of a strengths-based personal informatics framework for leisure and tourism.
This research investigates the state of the art among Switzerland (CH)’s and Liechtenstein (FL)’s destinations, intended here as Destination Marketing Organizations (DMOs), when it comes to their relationship with data: what data are collected, how they are stored, analyzed and what impact they have on the destination. This study aims at bringing insights into smart tourism studies as a key aspect of the debate is how DMOs deal with data. Based on a survey performed with CH’s and FL’s DMOs and related stakeholders, results suggested that there are common conceptual nodes shared by practitioners when it comes to defining smart destinations. However, when it comes to data-related practices (data collection, storage, analysis and sharing) DMOs have very different processes in place. There are organizations that collect but do not extensively analyze data, while others are still not so keen on sharing their data with the whole destination ecosystem. Furthermore, organizations’ decision-making processes appear to be based to some extent on data, especially when it comes to (digital) marketing initiatives and campaigns, although behaviors are quite different also in this area. Destination managers might benefit from this paper as the study shows how to investigate data-related practices of an organization. This type of analysis could allow an assessment of the situation and an understanding of the direction in which the organization might move forward.
While film and television have a long tradition in tourism marketing, the potential of video games is overlooked. This study unlocks a novel era of marketing by investigating the interplay between experiential factors and in-game experiences, and how they may contribute to one’s intention to visit in-game destinations. By taking Assassin’s Creed Odyssey as the study context, game world dynamics, level of immersion, level of freedom, connection to characters, and sense of realism are identified as the five pillars that shape gaming experiences. Drawing upon experience design, this study lays the groundwork for emerging marketing opportunities using video games for tourism and contributes to the broader field of media-induced tourism literature.
ENTER conference is an annual international event organized by the International Federation for Information Technology and Travel and Tourism (IFITT). Since 1994, this conference has been providing a platform for academics, industry practitioners, governments, and other organizations to share their research about information and communication technologies application in tourism. In the conference, the IFITT community mainly focuses on three streams, namely, research, destinations, and industry. The studies presented at the ENTER conference were published in the content of ENTER proceedings. The current study analyzes the proceedings published from 1996 to 2021 (i.e., 26 issues) to understand the individual, institutional, and regional contributions to e-tourism within these 26 years.
This paper shows a first analysis of the experiences and challenges of studying tourism during the times of the COVID-19 pandemic. 14 tourism students from two higher education institutions in Europe participated in three focus group discussions. One generation of these students started their education in presence and had to shift online with the start of the pandemic, while the other generation started their education knowing that lessons would be mainly online. Authors used qualitative content analysis to analyze the participants’ statements. As a result of the analysis, several themes emerged, and students contextualized eLearning as an education method for a future without COVID-19.
The paper explores tourists’ smartphone-related information behavior on site in light of the concept of “planned serendipity”. The ability to gather information at anytime and anywhere can deeply influence tourists’ behavior, their information needs and the outcomes of their travel plans. In this study, the concept of planned serendipity is used to suggest that the outcome of travel information behavior on site is not entirely planned nor entirely serendipitous. The study employs the Experience Sampling Method (ESM) in combination with qualitative interviews, which allow the researcher to gather data both during the participants’ trip and afterwards. The thematic analysis resulted in four main themes related to information search connected to smartphone use: flexible plans; orientation in time and space; specificity of the query; aiming for optimization. Such conditions result in planned serendipity. The study thus contributes to the conceptualization of planned serendipity as an outcome of smartphone use during travel for information purposes.
Customer service is a major factor in the success of digital marketing. This study examines the service encounters between tourists and service providers, in this case, Visit Helsinki. The goal is to understand what are the dimensions of service quality in online chat discussions between tourists and DMO personnel and what elements in these discussions support the co-creation of great customer experiences. Altogether 123 chat discussions in June 2020 were downloaded and analysed using qualitative content analysis and statistical tests. The results show that great customer experiences are the result of extensive effort from the customer service agents where they go beyond just providing a satisfactory solution for the customer. The results are managerially important for destinations and tourism businesses around the world and increase the theoretical understanding of the moment of truth concept and its different elements in online service encounters.
Nowadays, advanced tools allow the personalization of email communication with tourism clients or prospects based on explicit (e.g. name, age, language, country) and implicit indicators (e.g. ranking of activity in the opening rate of the newsletter, browsing preferences, online preferences provided by cookies, etc.). However, knowing how audiences react to emails allows Destination Marketing Organizations (DMOs) to create content clusters for personalized communication. The purpose of this study is to empirically investigate the preferences on tourism email marketing of different audiences based on a specific explicit indicator, namely the language chosen by users to receive communications by a DMO. A content analysis on a longitudinal dataset based on 131 newsletter messages sent between 2018 and 2021 to more than 50′000 contacts by a DMO in Switzerland was performed. Results show that content should be adapted to different audiences speaking different languages instead of providing just a translation. Specifically, the German-speaking audience seems to be more inclined to messages that focus on winter sports and hiking, the Italian-speaking audience to news about hiking and information on COVID-19, the French-speaking audience to news about promotions, while the English-speaking audience to contents on discounts and COVID-19-related. These results provide an important contribution to studies on tourism personalization of communication in the context of email marketing, suggesting the role of content adaptation according to the language and cultural background of the audience. DMO managers can also benefit from this research in understanding how to address a similar study on their datasets and compare the emerged content clusters.
For the emergence of platform business, it is important to manage the stress that hosts receive from the business. Considering the characteristics of the platform business, stressors arise from social and technology dimension. In the global platform business (e.g., Airbnb), social dimension stressors mostly arise from the relationships among stakeholders, and technology dimension stressors arise from the system they utilize. This research aims to define this combination of social and technology stress as “Platform Stress.” Especially focusing on the technology dimension, this research empirically verified the relations of techno-stressors, burnout, and switching intention. Further, mediating effects of burnout in between the relationships demonstrates the importance of investigating the hosts’ stress. Exploring the platform stress from the technology-usage perspective, this research provides theoretical and managerial implications.
