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Prof. Paulo Rita
Nova Information Management School (NOVA IMS), Universidade Nova de Lisboa, Campus de Campolide, 1070-312, Lisboa, Portugal

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0 Consumer Behavior
0 Digital Marketing
0 Marketing Analytics
0 Social Media
0 Tourism Marketing

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Short Biography

Paulo Rita has a Post-Doc in E-Marketing (University of Nevada Las Vegas, USA), a PhD in Marketing (Cardiff University, UK), a Post-graduate Certificate in Research Skills and Quantitative Methods in Management (University of Glasgow, UK) and a Bachelor degree in Business Management (ISCTE-IUL). Paulo Rita is Full Professor of Marketing at NOVA Information Management School (NOVA IMS), Universidade Nova de Lisboa, International Development Coordinator, Director of the Master in Data-driven Marketing (Marketing Intelligence, Marketing Research & CRM, Digital Marketing & Analytics, Data Science for Marketing), Director of the Post-graduate program in Business Analytics for Hospitality & Tourism, Director of NOVA Marketing Analytics Lab, and Coordinator of Data-driven Marketing Research Stream of NOVA IMS Research and Development Center (MagIC). He is a member of the evaluation panel of the Portuguese Science & Technology Foundation (FCT) regarding scholarship applications for Doctoral and Post-Doc Research Projects in Management, Expert Member of the Task Force for the Tourism Research Agenda 2030 of FCT, President of the Evaluation Panel for Accreditation of Bachelor, Master, and Doctoral programmes in Marketing of Universities in Portugal of the Agency for Assessment and Accreditation of Higher Education (A3ES). His research interests are focused on digital marketing/social media, marketing analytics, consumer behavior/consumer neurosciences, and tourism marketing.

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Journal article
Published: 21 July 2021 in Sustainability
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This paper is focused on research addressing a large quantity of data extracted from online reviews written by tourists visiting islands. These were extracted from TripAdvisor regarding island tourist destinations since there is a gap in the scientific literature using this approach on island tourism. The Islands of the Sun, Boa Vista and Sal, of Cape Verde, a Small Island Developing State (SIDS), were the targets of this investigation. After applying text mining to a large dataset, results are discussed, including from the perspectives of hotels, restaurants, and tourist attractions. For example, the beach is the main tourist attraction in both islands, but whereas in Boa Vista, tours on quad bikes constitute a major tourist activity, its equivalent in Sal is actually diving. The location of hotels near the beach is a big plus for tourists who also emphasize their human interaction with staff members in both hotels and restaurants.

ACS Style

Cristina Oliveira; Paulo Rita; Sérgio Moro. Unveiling Island Tourism in Cape Verde through Online Reviews. Sustainability 2021, 13, 8167 .

AMA Style

Cristina Oliveira, Paulo Rita, Sérgio Moro. Unveiling Island Tourism in Cape Verde through Online Reviews. Sustainability. 2021; 13 (15):8167.

Chicago/Turabian Style

Cristina Oliveira; Paulo Rita; Sérgio Moro. 2021. "Unveiling Island Tourism in Cape Verde through Online Reviews." Sustainability 13, no. 15: 8167.

Journal article
Published: 12 June 2021 in Research in Transportation Business & Management
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The aviation industry is searching for innovative solutions to boost its business in a sector that operates on a financial knife-edge driven by fierce competition. This paper seeks to identify how blockchain, an immutable and append-only data ledger, can impact the aviation industry. This study presents the results from 18 interviews with industry experts. Text mining and a thematic data analysis were combined to investigate the likelihood of the airline industry adopting a disruptive technology that has the potential to affect various stakeholders and replace current platforms. The connection between the key terms and emergent themes is visualised and discussed in detail. The current attitude as well as the expectations and uncertainties of the aviation industry towards blockchain are systematised. The five core topics determining the adoption of blockchain by the industry are specific adoption factors, the replacement of current centralised platforms, customer loyalty, adoption barriers and a general lack of awareness. All topics are discussed in detail, and concrete propositions for future academic research are put forward.

ACS Style

Daniel Pinto Lopes; Paulo Rita; Horst Treiblmaier. The impact of blockchain on the aviation industry: Findings from a qualitative study. Research in Transportation Business & Management 2021, 100669 .

AMA Style

Daniel Pinto Lopes, Paulo Rita, Horst Treiblmaier. The impact of blockchain on the aviation industry: Findings from a qualitative study. Research in Transportation Business & Management. 2021; ():100669.

Chicago/Turabian Style

Daniel Pinto Lopes; Paulo Rita; Horst Treiblmaier. 2021. "The impact of blockchain on the aviation industry: Findings from a qualitative study." Research in Transportation Business & Management , no. : 100669.

Journal article
Published: 10 April 2021 in Applied Sciences
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The present COVID-19 pandemic is happening in a strongly interconnected world. This interconnection explains why it became universal in such a short period of time and why it stimulated the creation of a large amount of relevant open data. In this paper, we use data science tools to explore this open data from the moment the pandemic began and across the first 250 days of prevalence before vaccination started. The use of unsupervised machine learning techniques allowed us to identify three clusters of countries and territories with similar profiles of standardized COVID-19 time dynamics. Although countries and territories in the three clusters share some characteristics, their composition is not homogenous. All these clusters contain countries from different geographies and with different development levels. The use of descriptive statistics and data visualization techniques enabled the description and understanding of where and how COVID-19 was impacting. Some interesting extracted features are discussed and suggestions for future research in this area are also presented.

ACS Style

Nuno António; Paulo Rita; Pedro Saraiva. COVID-19: Worldwide Profiles during the First 250 Days. Applied Sciences 2021, 11, 3400 .

AMA Style

Nuno António, Paulo Rita, Pedro Saraiva. COVID-19: Worldwide Profiles during the First 250 Days. Applied Sciences. 2021; 11 (8):3400.

Chicago/Turabian Style

Nuno António; Paulo Rita; Pedro Saraiva. 2021. "COVID-19: Worldwide Profiles during the First 250 Days." Applied Sciences 11, no. 8: 3400.

Journal article
Published: 27 February 2021 in Tourism Management
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This research aims to assess air travelers' concerns affected by the Coronavirus pandemic, expressed in the comments they wrote online. A sample of 639 comments written on the Italian National Consumer Union website and related to the airline industry was assessed through an automated sentiment analysis in this study. The achieved results showed that travelers' concerns were directed mainly towards compensations, cancellations, and COVID-19 and at the same time, they had mixed and unpredictable feelings. This element suggests that consumers may have understood that airline companies are facing unsustainable cash-flow and revenue situations. Moreover, all our hypotheses, grounded on existing literature, were refuted. Accordingly, we argue that the actual context prevents assessments based on previous assumptions, and studies related to the impact of COVID-19 need to be conducted anew.

ACS Style

Stefania Piccinelli; Sérgio Moro; Paulo Rita. Air-travelers' concerns emerging from online comments during the COVID-19 outbreak. Tourism Management 2021, 85, 104313 .

AMA Style

Stefania Piccinelli, Sérgio Moro, Paulo Rita. Air-travelers' concerns emerging from online comments during the COVID-19 outbreak. Tourism Management. 2021; 85 ():104313.

Chicago/Turabian Style

Stefania Piccinelli; Sérgio Moro; Paulo Rita. 2021. "Air-travelers' concerns emerging from online comments during the COVID-19 outbreak." Tourism Management 85, no. : 104313.

Research article
Published: 25 December 2020 in Current Issues in Tourism
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Lessons from previous endemics/pandemics show which type/timing of public health measures had a significant influence on the impact of diseases. However, those show that public health measures and travel restrictions represent a significant burden on countries’ economies, especially in the tourism industry. This study aims to investigate whether a country’s dependence on tourism might influence the time/nature of pandemic mitigation measures and the impact of the pandemic on tourism, particularly in the hospitality sector. To achieve a comprehensive/multidimensional perspective, 12 European countries were studied based on the collection of data from 6 different sources: cases/deaths caused by the disease, economic indicators, public health measures, rooms supply/demand, reservation/cancellation rates, demographic and healthcare system characteristics. Using data science techniques/methods allowed to verify that the dependence of some countries on tourism did not make them to have a different behaviour in terms of the application of measures. Despite the differences in the timings/types of measures implemented, tourism was highly affected in all countries.

ACS Style

Nuno António; Paulo Rita. March 2020: 31 days that will reshape tourism. Current Issues in Tourism 2020, 1 -16.

AMA Style

Nuno António, Paulo Rita. March 2020: 31 days that will reshape tourism. Current Issues in Tourism. 2020; ():1-16.

Chicago/Turabian Style

Nuno António; Paulo Rita. 2020. "March 2020: 31 days that will reshape tourism." Current Issues in Tourism , no. : 1-16.

Journal article
Published: 14 October 2020 in Journal of Business Research
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The most popular travel platforms in the world are Booking.com and TripAdvisor. Both these platforms take advantage of users' reviews as a source of information to help other users in their traveling decision processes. These users' reviews are creating, recreating, and destroying online reputation, and consequently affecting firms brand image. Managing a hotel's brand image online can be a major challenge, considering the wide range of user content generated in distinctive platforms. This article focuses on hotel brand image co-creation in TripAdvisor and Booking. Using a sample of 52 hotel units, all located in an island destination, it shows that despite both platforms being supported by user-generated content (UGC), both projected brand identity and image can be quite different. Content analysis was used to assess the brand personality traits communicated as well as sentiment analysis in order to understand the nature of the content better. Results show that hotel profile descriptions in the TripAdvisor platform convey a more sincere brand personality, while the descriptions in Booking.com convey a personality-oriented profile to the scale of excitement. This study demonstrates the utility of looking into electronic word-of-mouth as a source of brand meaning co-creation.

ACS Style

Maria Teresa Borges-Tiago; Carolina Arruda; Flavio Tiago; Paulo Rita. Differences between TripAdvisor and Booking.com in branding co-creation. Journal of Business Research 2020, 123, 380 -388.

AMA Style

Maria Teresa Borges-Tiago, Carolina Arruda, Flavio Tiago, Paulo Rita. Differences between TripAdvisor and Booking.com in branding co-creation. Journal of Business Research. 2020; 123 ():380-388.

Chicago/Turabian Style

Maria Teresa Borges-Tiago; Carolina Arruda; Flavio Tiago; Paulo Rita. 2020. "Differences between TripAdvisor and Booking.com in branding co-creation." Journal of Business Research 123, no. : 380-388.

Academic paper
Published: 17 September 2020 in Journal of Consumer Behaviour
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Private label brands (PLB) have been increasing both perceived quality and consumer acceptance in the last decades, which has compelled national brands (NBs) to invest in maintaining consumer confidence and preference. Recent economic crisis led consumers to become more price sensitive and more worried about cutting on daily needs, such as food consumption. However, taste is still one of the most important factor of decision for consumers regarding food products. Despite such importance of taste in decision‐making, most research on consumer senses still relies on traditional methods of surveying consumers, which are unable to measure the consumers' autonomic emotional reactions. The current paper uses a psychophysiological method to measure emotional arousal–electrodermal activity (EDA) and a self‐assessment manikin to measure pleasure. Emotions are then tested to assess their influence on perceived quality and willingness to buy (WTB). Findings show that NB are still perceived by consumers as superior, but consumers' WTB is not higher for NB. These results show that consumers' decisions are not always in favor of the product which is perceived to have a better quality which suggests that the “quality gap” is fading and the “branding gap” is gaining momentum.

ACS Style

Paulo Rita; João Guerreiro; Muhamad Omarji. Autonomic emotional responses to food: Private label brands versus National Brands. Journal of Consumer Behaviour 2020, 20, 440 -448.

AMA Style

Paulo Rita, João Guerreiro, Muhamad Omarji. Autonomic emotional responses to food: Private label brands versus National Brands. Journal of Consumer Behaviour. 2020; 20 (2):440-448.

Chicago/Turabian Style

Paulo Rita; João Guerreiro; Muhamad Omarji. 2020. "Autonomic emotional responses to food: Private label brands versus National Brands." Journal of Consumer Behaviour 20, no. 2: 440-448.

Earlycite article
Published: 19 March 2020 in International Journal of Productivity and Performance Management
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Purpose Strategic goal achievement in every sector of a company relies fundamentally on the firm's employees. This study aims to disclose the factors that spur employees of major Information Technology (IT) companies in the United States (US). Design/methodology/approach In this paper, 15,000 reviews from the top 15 United States IT companies were collected from the social media platform Glassdoor to uncover the factors that satisfy IT employees. To learn the most meaningful features that influence the scores, positive and negative remarks, as well as advice to the management team, were analyzed through a support vector machine. Findings Results highlight a positive attitude of coworkers, contributing to a positive environment and job satisfaction. However, unsatisfied IT employees reveal that work exhaustion is the main reason for their job dissatisfaction. Practical implications IT human resource departments can use these valuable insights to align their strategies in accordance with their employees' desires and expectations in order to thrive. Originality/value The study highlights the relevance of IT companies to understand the reasons behind their employees' satisfaction. Up until now, little is known concerning the variants of job satisfaction among IT employees, enriching the understanding in this particular professional area.

ACS Style

Sérgio Moro; Ricardo F. Ramos; Paulo Rita. What drives job satisfaction in IT companies? International Journal of Productivity and Performance Management 2020, 70, 391 -407.

AMA Style

Sérgio Moro, Ricardo F. Ramos, Paulo Rita. What drives job satisfaction in IT companies? International Journal of Productivity and Performance Management. 2020; 70 (2):391-407.

Chicago/Turabian Style

Sérgio Moro; Ricardo F. Ramos; Paulo Rita. 2020. "What drives job satisfaction in IT companies?" International Journal of Productivity and Performance Management 70, no. 2: 391-407.

Earlycite article
Published: 11 December 2019 in International Journal of Culture, Tourism and Hospitality Research
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Purpose Airbnb Experiences is a new type of service launched by Airbnb in November 2016, where users can offer travellers a wide range of activities. This study devotes attention to analysing customer feedback expressed in online reviews published in Airbnb to evaluate those experiences. Design/methodology/approach A total of 1,110 reviews were collected from 12 categories, including 111 experiences, resulting in 10 reviews per experience. First, the sentiment score was computed based on the text of the reviews. Second, 17 quantitative features encompassing user, Airbnb experience and review information were used to model the score through a support vector machine. Third, a sensitivity analysis was performed to extract knowledge on the most relevant features influencing the sentiment score. Findings Tourists writing online reviews are not only influenced by their tourist experience but also by their own online experience with the booking and online review platform. The number of reviews made by the user accounted for more than 20 per cent of relevance, while users with more reviews tended to grant more positive reviews. Originality/value Current literature is enhanced with a conceptual model grounded on existing studies that assess tourist satisfaction with tour services. Both services online visibility and user characteristics have shown significant importance to tourist satisfaction, adding to the existing body of knowledge.

ACS Style

Sérgio Moro; Paulo Rita; Joaquim Esmerado; Cristina Oliveira. Unfolding the drivers for sentiments generated by Airbnb Experiences. International Journal of Culture, Tourism and Hospitality Research 2019, 13, 430 -442.

AMA Style

Sérgio Moro, Paulo Rita, Joaquim Esmerado, Cristina Oliveira. Unfolding the drivers for sentiments generated by Airbnb Experiences. International Journal of Culture, Tourism and Hospitality Research. 2019; 13 (4):430-442.

Chicago/Turabian Style

Sérgio Moro; Paulo Rita; Joaquim Esmerado; Cristina Oliveira. 2019. "Unfolding the drivers for sentiments generated by Airbnb Experiences." International Journal of Culture, Tourism and Hospitality Research 13, no. 4: 430-442.

Journal article
Published: 02 December 2019 in Worldwide Hospitality and Tourism Themes
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Purpose Overall, there is a lack of research using online reviews as a proxy of customer experience when addressing the study of tourism in island destinations. Design/methodology/approach The current investigation aims to fill this gap by focussing on an African small island developing states, i.e. Cape Verde. This paper reports of tourist reviews extracted from TripAdvisor from “two islands of the senses” as coined by this archipelago’s national tourism organization, specifically Santo Antão and Fogo islands. The data analysis was performed through Leximancer software to generate concepts out of words, followed by themes. Findings The present research focussed on experiences in island tourism to identify their main dimensions based on visitors’ narratives in online reviews. The obtained results are of potential value to the literature by contributing to a better understanding of tourist experience in the context of tourism in islands in an understudied country, Cape Verde. Originality/value Results are presented and object of discussion vis-à-vis scientific literature and conclusions put forward in this journal paper.

ACS Style

Cristina Oliveira; Ana Brochado; Sérgio Moro; Paulo Rita. Consumer perception of tourist experience through online reviews. Worldwide Hospitality and Tourism Themes 2019, 11, 696 -717.

AMA Style

Cristina Oliveira, Ana Brochado, Sérgio Moro, Paulo Rita. Consumer perception of tourist experience through online reviews. Worldwide Hospitality and Tourism Themes. 2019; 11 (6):696-717.

Chicago/Turabian Style

Cristina Oliveira; Ana Brochado; Sérgio Moro; Paulo Rita. 2019. "Consumer perception of tourist experience through online reviews." Worldwide Hospitality and Tourism Themes 11, no. 6: 696-717.

Research article
Published: 30 November 2019 in Journal of Creative Communications
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Due to developments in social media, brands have integrated social networking sites (SNSs) as an important part of their communication mix. This change calls for studies that help to understand the role of SNS in the communication mix through further investigating their effects on brands and acknowledging their influencing triggers. Concerning that, previous studies have associated the use of SNS to effects on word-of-mouth (WoM), with SNS contributing as a tool skilled for generating conversations about the brand. The current study focusses on investigating the triggers of these effects. In previous research, WoM was accepted as being triggered by constructs related to the effects of SNS on increasing users’ knowledge of the brand and improving perceived relationship value. Despite their relevance, studies in SNS so far have not yet explored these approaches in an integrative manner. So researchers and managers could better understand how these dimensions behave in relation to each other in triggering WoM. The current study addresses this research gap, proposing an integrative perspective that combines brand knowledge and brand relationship constructs while investigating the effects of SNS on WoM. Direct and indirect effects are proposed with mediating relations being supported by the theory of reasoned action (TRA) and social exchange theory (SET). Two surveys were implemented, with 203 and 550 valid responses obtained. Results were analyzed using structural equation modelling. Findings support the relevance of brand relationship variables (trust and affective commitment) in influencing WoM, with trust assuming a pivotal role. Moreover, triggers related to brand knowledge also influence WoM, with brand awareness and attitude driving significant effects. Managerial and theoretical implications are discussed.

ACS Style

Daniela Langaro; Maria Salgueiro; Paulo Rita; Giacomo Del Chiappa. Users’ Participation in Facebook Brand Pages and Its Influence on Word-of-Mouth: The Role of Brand Knowledge and Brand Relationship. Journal of Creative Communications 2019, 14, 177 -195.

AMA Style

Daniela Langaro, Maria Salgueiro, Paulo Rita, Giacomo Del Chiappa. Users’ Participation in Facebook Brand Pages and Its Influence on Word-of-Mouth: The Role of Brand Knowledge and Brand Relationship. Journal of Creative Communications. 2019; 14 (3):177-195.

Chicago/Turabian Style

Daniela Langaro; Maria Salgueiro; Paulo Rita; Giacomo Del Chiappa. 2019. "Users’ Participation in Facebook Brand Pages and Its Influence on Word-of-Mouth: The Role of Brand Knowledge and Brand Relationship." Journal of Creative Communications 14, no. 3: 177-195.

Journal article
Published: 29 November 2019 in International Journal of Tourism Cities
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Purpose National tourism offices worldwide implement marketing strategies to influence tourists’ choices. However, there is more than meets the eye when it comes to choosing a city as a tourism destination. The purpose of this paper is to answer which are the characteristics that play a key role in room occupancy. Design/methodology/approach Diverse characteristics such as the city offer, demographics, natural amenities (e.g. number of beaches) and also politics (e.g. type of government) are combined into a decision tree model to unveil the relevance of each in determining room occupancy. The empirical experiments used data known in 2015 from 43 cities from Europe and the rest of the World to model room occupancy rate in 2016. Findings While the seasonality effect plays the most significant role, other less studied features such as the type of political party prior to current government were found to have an impact in room occupancy. Originality/value This study unveiled that center–right and right governments are generally more sensitive to promote its city as a tourism destination.

ACS Style

Sérgio Moro; Paulo Rita. Identification of common city characteristics influencing room occupancy. International Journal of Tourism Cities 2019, 5, 482 -490.

AMA Style

Sérgio Moro, Paulo Rita. Identification of common city characteristics influencing room occupancy. International Journal of Tourism Cities. 2019; 5 (3):482-490.

Chicago/Turabian Style

Sérgio Moro; Paulo Rita. 2019. "Identification of common city characteristics influencing room occupancy." International Journal of Tourism Cities 5, no. 3: 482-490.

E literature review
Published: 27 November 2019 in Journal of Hospitality and Tourism Technology
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Purpose Virtual reality (VR) and augmented reality (AR) are two technological breakthroughs that stimulate reality perception. Both have been applied in tourism contexts to improve tourists’ experience. This paper aims to frame both AR and VR developments during the past 15 years from a scientific perspective. Design/methodology/approach This study adopts a text mining and topic modelling approach to analyse a total of 1,049 articles for VR and 406 for AR. The papers were selected from Scopus, with the title, abstract and keywords being extracted for the analysis. Formulated research hypotheses based on relevant publications are then evaluated to assess the current state of the broader scope of the large sets of literature. Findings Most of research using AR is based on mobile technology. Yet, wearable devices still show few publications, a gap that is expected to close in the near future. There is a lack of research adopting Big Data/machine learning approaches based on secondary data. Originality/value As both AR and VR technologies are becoming more mature, more applications to tourism emerge. Scholars need to keep pace and fill in the research gaps on both domains to move research forward.

ACS Style

Sérgio Moro; Paulo Rita; Pedro Ramos; Joaquim Esmerado. Analysing recent augmented and virtual reality developments in tourism. Journal of Hospitality and Tourism Technology 2019, 10, 571 -586.

AMA Style

Sérgio Moro, Paulo Rita, Pedro Ramos, Joaquim Esmerado. Analysing recent augmented and virtual reality developments in tourism. Journal of Hospitality and Tourism Technology. 2019; 10 (4):571-586.

Chicago/Turabian Style

Sérgio Moro; Paulo Rita; Pedro Ramos; Joaquim Esmerado. 2019. "Analysing recent augmented and virtual reality developments in tourism." Journal of Hospitality and Tourism Technology 10, no. 4: 571-586.

Earlycite article
Published: 03 October 2019 in International Journal of Culture, Tourism and Hospitality Research
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Purpose The purpose of this study is to contribute with new insights into the nature, dimensionality and measurement of the core essence of the small city boutique hotel (SCBH), something which has been limited in the literature to date. It further explores the conceptual relationships of SCBH with other constructs, providing greater understanding of the nature of these specific conceptual associations and showing that the SCBH scale exhibits construct validity. Design/methodology/approach This study followed the Churchill’s paradigm to methodologically design the study and develop the scale. Based on an exploratory qualitative inquiry (one focus group and ten interviews) and quantitative assessment (two surveys), support was found for a three-dimensional scale. Findings Results support the proposed measures of the scale (dream, hospitality and style) in terms of construct, convergent, discriminate, nomological and predictive validity. The findings also suggest that while authenticity acts as a SCBH antecedent, pleasant arousal and preference represent SCBH consequences. Originality/value By developing and validating a SCBH scale for city destination, this study addresses an identified literature gap. Specifically, it conceptualizes SCBH as guests’ perception about core characteristics of SCBHs located in the city.

ACS Style

Sandra Maria Correia Loureiro; Paulo Rita; Eduardo Sarmento. What is the core essence of small city boutique hotels? International Journal of Culture, Tourism and Hospitality Research 2019, 14, 44 -62.

AMA Style

Sandra Maria Correia Loureiro, Paulo Rita, Eduardo Sarmento. What is the core essence of small city boutique hotels? International Journal of Culture, Tourism and Hospitality Research. 2019; 14 (1):44-62.

Chicago/Turabian Style

Sandra Maria Correia Loureiro; Paulo Rita; Eduardo Sarmento. 2019. "What is the core essence of small city boutique hotels?" International Journal of Culture, Tourism and Hospitality Research 14, no. 1: 44-62.

Journal article
Published: 01 October 2019 in Heliyon
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The purpose of this study is to develop new knowledge to better understand the most important dimensions of e-service quality that have impact on customer satisfaction, customer trust, and customer behavior, building on existing literature on e-service quality in online shopping. This study focuses on the four-dimensions of e-service quality model that better predict customer behavior. It not only tests the impact of customer satisfaction on customer behavior such as repurchase intention, word of mouth, and site revisit, but also the impact of customer trust. The result is expected to extend the knowledge about different country culture vis-á-vis different relevance of e-service quality attributes. Data from an online survey of 355 Indonesian online consumers was used to test the research model using structural equation modelling. The analytical results showed that three dimensions of e-service quality, namely website design, security/privacy and fulfilment affect overall e-service quality. Meanwhile, customer service is not significantly related to overall e-service quality. Overall e-service quality is statistically significantly related to customer behavior. Future research should consider a variety of product segments and/or other industries to make sure that the measurement works equally well. In other industry setting, the measurement may need to be adjusted. Future research could also use different methodologies such as focus group and interviews.

ACS Style

Paulo Rita; Tiago Oliveira; Almira Farisa. The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon 2019, 5, e02690 .

AMA Style

Paulo Rita, Tiago Oliveira, Almira Farisa. The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon. 2019; 5 (10):e02690.

Chicago/Turabian Style

Paulo Rita; Tiago Oliveira; Almira Farisa. 2019. "The impact of e-service quality and customer satisfaction on customer behavior in online shopping." Heliyon 5, no. 10: e02690.

Earlycite article
Published: 30 September 2019 in International Journal of Tourism Cities
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Purpose The purpose of this paper is to analyse the different typologies of tourists that appear in cities that are in a different position within the destination life cycle. Barcelona and Lisbon, two urban destinations, with a strong growth of tourists in the last two decades, which are in advanced stages of their life cycle, and Lima, which has also expanded in the last ten years, but is in less advanced phases, have been chosen. The approach of the study is to analyse if urban tourists modify their attitude in some way in the face of the advancement of the life cycle of the city and what attitudes are expressed by them. Design/methodology/approach For this purpose, an analysis of main components was performed via factor analysis to reduce the number of dimensions of the 11 descriptive variables and the counterpart of tourist attitudes, following Schwartz’s (2006) research. From the four clusters that emerged – authenticity; innovative and cultural hard; relaxation and not innovative – four attitude variables were selected since they were considered relevant to be analysed according to the life cycle of the city: culture and entertainment; authenticity and online social exhibition; and expensive and cheap price. Findings The results obtained do not allow to straightforwardly conclude that as the life cycle of these three cities advances, the attitude evolves from culture to entertainment, from authenticity towards online social exhibition or from the most expensive to the cheapest. The tourists from Barcelona are mostly associated with entertainment, those from Lisbon are associated with culture and those from Lima are split. However, in the face of authenticity, travellers are prone to it. Regarding the price, those in Barcelona are almost divided equally, whereas those in Lisbon, and especially those in Lima, consider it to be mostly cheap. Originality/value From this study, it can be drawn that the attitude of travellers to these three cities is not conditioned by the life cycle. Globalization and digitalisation put pressure on the traveller by configuring a universal model of behaviour before the urban offer that is associated with other factors, but not with the life cycle of the city.

ACS Style

Josep-Francesc Valls Giménez; Gina Pipoli; Paulo Rita; Itziar Labairu-Trenchs. Tourist profiles and attitudes: a comparison between cities in a different phase of the life cycle. International Journal of Tourism Cities 2019, 6, 731 -748.

AMA Style

Josep-Francesc Valls Giménez, Gina Pipoli, Paulo Rita, Itziar Labairu-Trenchs. Tourist profiles and attitudes: a comparison between cities in a different phase of the life cycle. International Journal of Tourism Cities. 2019; 6 (4):731-748.

Chicago/Turabian Style

Josep-Francesc Valls Giménez; Gina Pipoli; Paulo Rita; Itziar Labairu-Trenchs. 2019. "Tourist profiles and attitudes: a comparison between cities in a different phase of the life cycle." International Journal of Tourism Cities 6, no. 4: 731-748.

Journal article
Published: 22 August 2019 in European Research on Management and Business Economics
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Mobile applications (MA) and social media (SM) platforms are changing Internet user behavior. This study aims to unveil within current academic literature, the fields where usability research has been focusing their efforts in the dimensions institutional websites (IW), SM and MA usability, and to suggest possible paths for future studies. Search was performed in peer-review journals, providing 302 published articles between 1994 and 2018. To examine the manuscripts, text mining (TM) was adopted to discover pertinent terms, and to reveal trends, gaps and opportunities for future research. Results show a gap on marketing and nutrition research fields and an increasing interest in the usability principles of SM technology in general. Moreover, many articles are associated with the health and medical area, suggesting a more mature development of these fields.

ACS Style

Ricardo F. Ramos; Paulo Rita; Sérgio Moro. From institutional websites to social media and mobile applications: A usability perspective. European Research on Management and Business Economics 2019, 25, 138 -143.

AMA Style

Ricardo F. Ramos, Paulo Rita, Sérgio Moro. From institutional websites to social media and mobile applications: A usability perspective. European Research on Management and Business Economics. 2019; 25 (3):138-143.

Chicago/Turabian Style

Ricardo F. Ramos; Paulo Rita; Sérgio Moro. 2019. "From institutional websites to social media and mobile applications: A usability perspective." European Research on Management and Business Economics 25, no. 3: 138-143.

Short communication
Published: 13 July 2019 in Journal of Hospitality and Tourism Management
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Opinions shared by peer travelers help tourists decrease the risks of making a poor decision. However, the increasing number of reviews per experience makes it difficult to read all reviews for an informed decision. Therefore, reviewers who make a personal and explicit recommendation of the services by using expressions such as “I highly recommend” or “don't recommend” may help consumers in their decision-making process. Such reviews suggest that the reviewer was satisfied to a point that (s)he would advise others to try or was unsatisfied and will for sure avoid coming back. The current research note explores what may drive reviewers to make direct endorsements in text. A text mining method was applied to online reviews to identify drivers of explicit recommendations. Lack of competences from the provider and negative attitudes are triggers of negative direct recommendations, whereas positive feelings predict a positive recommendation in the body of the review.

ACS Style

João Guerreiro; Paulo Rita. How to predict explicit recommendations in online reviews using text mining and sentiment analysis. Journal of Hospitality and Tourism Management 2019, 43, 269 -272.

AMA Style

João Guerreiro, Paulo Rita. How to predict explicit recommendations in online reviews using text mining and sentiment analysis. Journal of Hospitality and Tourism Management. 2019; 43 ():269-272.

Chicago/Turabian Style

João Guerreiro; Paulo Rita. 2019. "How to predict explicit recommendations in online reviews using text mining and sentiment analysis." Journal of Hospitality and Tourism Management 43, no. : 269-272.

Conference paper
Published: 01 June 2019 in 2019 14th Iberian Conference on Information Systems and Technologies (CISTI)
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M. Agueda; Paulo Rita; P. Guerreiro. Sentiment Analysis in Online Reviews Classification using Text Mining Techniques. 2019 14th Iberian Conference on Information Systems and Technologies (CISTI) 2019, 1 .

AMA Style

M. Agueda, Paulo Rita, P. Guerreiro. Sentiment Analysis in Online Reviews Classification using Text Mining Techniques. 2019 14th Iberian Conference on Information Systems and Technologies (CISTI). 2019; ():1.

Chicago/Turabian Style

M. Agueda; Paulo Rita; P. Guerreiro. 2019. "Sentiment Analysis in Online Reviews Classification using Text Mining Techniques." 2019 14th Iberian Conference on Information Systems and Technologies (CISTI) , no. : 1.

Conference paper
Published: 01 June 2019 in 2019 14th Iberian Conference on Information Systems and Technologies (CISTI)
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ACS Style

P. Albano; J. Guerreiro; Paulo Rita. The Impact of Video versus Text Reviews on Consumer Intention to Purchase. 2019 14th Iberian Conference on Information Systems and Technologies (CISTI) 2019, 1 .

AMA Style

P. Albano, J. Guerreiro, Paulo Rita. The Impact of Video versus Text Reviews on Consumer Intention to Purchase. 2019 14th Iberian Conference on Information Systems and Technologies (CISTI). 2019; ():1.

Chicago/Turabian Style

P. Albano; J. Guerreiro; Paulo Rita. 2019. "The Impact of Video versus Text Reviews on Consumer Intention to Purchase." 2019 14th Iberian Conference on Information Systems and Technologies (CISTI) , no. : 1.