Purpose This study aims to provide an in-depth understanding of the complex nature of Airbnb user experience by analyzing the pattern and sentiment of online reviews and assessing the relationships among review scores. Design/methodology/approach Big data analysis is conducted using Airbnb...

Purpose This study aims to quantify the underlying feelings of online reviews and discover the role of seasonality in customer dining experiences. Design/methodology/approach This study applied sentiment analysis to determine the polarity of a given comment. Furthermore, content analysis was...

Purpose This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation has been focusing on the influences of product and technology innovation, this paper provides another insight...

Purpose The main purpose of this study is to investigate the factors affecting e-trust perception of tourists using Web-based travel intermediaries (WBTIs). Cognitive and affective attitude components are believed to be important in assessing the e-trust perception of tourists. However, this...

Purpose Blockchain is a disruptive technology enabling distributed, encrypted, smart and secure peer-to-peer transactions. The fragmented nature of the tourism industry with a high number of contracts and transactions between several parties has security issues, disputes and delay. Although...

Purpose This paper aims to examine the impacts of IT capabilities on hotel competitiveness. Design/methodology/approach This study adapts and extends Hua et al. (2015) and O’Neill et al. (2008) by incorporating the specific measures of IT expenditures as proxies for the relevant IT...

Purpose The purpose of this paper is to identify the factors that explain the acceptance of self-service ordering systems (SOSs) for restaurants and to explore the effects of “self-service system service quality” (SSQ) and “interpersonal service quality” (ISQ) on the acceptance factors...

Purpose This paper aims to help hosts or service providers of sharing economy-based accommodation (SEA) to attract new customers and retain existing customers by exploring the antecedents and outcomes of customers’ participation intention. Design/methodology/approach A questionnaire-based...

Purpose Near-field communication (NFC) technology introduces new and better experiences for tourists while improving operating processes in the tourism industry through the use of smartphone applications. The purpose of this research is to explore and analyse the antecedents of the adoption of...

Purpose This study aims to identify the factors which affect Generation Y’s activity in social media (SM) while traveling. It draws on and extends the technology acceptance model (TAM) and social influence theory. It examines the effects of social influence processes (compliance,...