Purpose This research aims to scrutinize the negative reviews regarding the 5-star chain hotels and the e-responses on TripAdvisor, to categorize the complaints declared in the review texts, to provide better understanding of the online problem-solving methods of hotels and their corporate...

Purpose This study aims to quantify the associations among employees’ perception of implementing green supply chain management (i.e. through seven variables, namely, internal environmental management, green information systems, green purchasing, tourist perceptions, environmentally friendly...

Purpose The purpose of this study is to develop a typology of social media messages to compare the effectiveness of different message strategies. Design/methodology/approach In total, 1,837 messages from 12 hotel brand Facebook pages were content-analyzed. Applying both correspondence analysis...

Purpose This study aims to investigate antecedents and outcomes of customers’ narrative engagement on hotels’ social networking sites (SNSs). Four different types of brand story were explored as antecedents for brand story. Design/methodology/approach A cross-sectional, self-administered,...

Purpose The purpose of this study is to investigate the determinants of customers’ intentions to use location-based services (LBS) offered by a hotel. The study examined whether hotel customers’ coupon proneness, trust, privacy concerns and familiarity with LBS are significant determinants...

Purpose This study aims to examine Millennials and generational differences in online gambling activity by comparing online gambling behavior across four different generations: Silent Generation, Baby Boomers, Gen Xers and Millennials. Design/methodology/approach The sample comprised tracked...

Purpose This paper aims to examine the joint influence of incidental affect and mood-changing prices on consumers’ hotel booking intention in an online purchase context. Design/methodology/approach Based on the integrative framework of affect evaluation and affect regulation, a 3 × 2 full...

Purpose This paper aims to discuss how the hospitality industry is communicating corporate social responsibility (CSR) to its stakeholders, the premise being CSR communication through social media platforms will increase stakeholder engagement. Design/methodology/approach This paper is developed...

Purpose The purpose of this study was to explore the marketing effectiveness of hotel Facebook messages in terms of promoting favorable attitudes and behavior intentions among potential hotel guests Design/methodology/approach An online experiment was conducted with a three (message format) ×...

Purpose The purpose of this paper is to develop and validate a scale to measure customer social participation in brand communities, specifically e-travel companies’ communities. Design/methodology/approach A qualitative research has been undertaken to generate a pool of items. ) scale...