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With increased online activities associated with the purchase of restaurant services, online reviews have become important among potential customers due to the advantages in communicating past consumers’ candid experiences and feelings. The purpose of this study is to examine the relationship between online reviews and purchase intention, while simultaneously investigating the effects of trust and food image. A 2(rating: high vs. low) x 2(price: high vs. low) x 2(picture: with vs. without) factorial experimental design was used to attain this objective. Results show that there are significant differences in purchase intentions depending on the level of ratings and price. Trust was influenced by picture, where reviews containing a picture are found to be more effective. In particular, online reviews with high ratings and pictures culminated in the highest trust perceptions. Accordingly, this study confirmed the moderated mediating effects of trust on purchase intention.
Cheol Woo Park; Ian Sutherland; Seul Ki Lee. Effects of online reviews, trust, and picture-superiority on intention to purchase restaurant services. Journal of Hospitality and Tourism Management 2021, 47, 228 -236.
AMA StyleCheol Woo Park, Ian Sutherland, Seul Ki Lee. Effects of online reviews, trust, and picture-superiority on intention to purchase restaurant services. Journal of Hospitality and Tourism Management. 2021; 47 ():228-236.
Chicago/Turabian StyleCheol Woo Park; Ian Sutherland; Seul Ki Lee. 2021. "Effects of online reviews, trust, and picture-superiority on intention to purchase restaurant services." Journal of Hospitality and Tourism Management 47, no. : 228-236.
Certification of firm quality is an important strategic concern for industry practitioners, since it entails explicit and implicit investments in time, personnel training and finances. Since the impact of certification influences customers in various ways, the purpose of this study is to determine what impact quality certification has on both online reputation and price premiums. This study extends the scope of extant literature by including various types of accommodations beyond typical hotels. Two-stage least squares (2SLS) is applied revealing an increase in online ratings for accommodations after certification relative to before, supporting that quality certifications may improve online ratings. Using spatial two-stage least squares (S2SLS), this study demonstrates significantly higher valence in online ratings for certified relative to non-certified accommodations, as well as showing a price premium in certified over non-certified accommodations.
Ian Sutherland; Youngseok Sim; Seul Ki Lee. Impacts of quality certification on online reviews and pricing strategies in the hospitality industry. International Journal of Hospitality Management 2020, 93, 102776 .
AMA StyleIan Sutherland, Youngseok Sim, Seul Ki Lee. Impacts of quality certification on online reviews and pricing strategies in the hospitality industry. International Journal of Hospitality Management. 2020; 93 ():102776.
Chicago/Turabian StyleIan Sutherland; Youngseok Sim; Seul Ki Lee. 2020. "Impacts of quality certification on online reviews and pricing strategies in the hospitality industry." International Journal of Hospitality Management 93, no. : 102776.
The existing literature has not fully explored the spatial heterogeneity and dynamics of spillover effects of tourism-flow patterns, and this article makes contributions to addressing this issue. Using spatial autoregressive models and comparing the results for the non-high-speed train (HST) era (2002–2006) and those for the HST era (2011–2015) of China, this article finds that in the HST era, the spillover effect of tourism flows from neighboring regions has changed from positive to negative. Moreover, in the HST era, the cities with HST services have significantly positive effects on for a particular city, while those cities without HST have negative effects. These results reveal the spatial heterogeneity and dynamics of the tourism-flow spillover. After evaluating the variation of other factors which potentially contribute to the change of spillover patterns, this study identifies that the HST service plays an important role in such changes. Finally, this article uses geographically weighted regressions to explore the spatial heterogeneity in an elaborative way.
Bo Zhou; Zhihong Wen; Ian Sutherland; Seul Ki Lee. The spatial heterogeneity and dynamics of tourism-flow spillover effect: The role of high-speed train in China. Tourism Economics 2020, 1 .
AMA StyleBo Zhou, Zhihong Wen, Ian Sutherland, Seul Ki Lee. The spatial heterogeneity and dynamics of tourism-flow spillover effect: The role of high-speed train in China. Tourism Economics. 2020; ():1.
Chicago/Turabian StyleBo Zhou; Zhihong Wen; Ian Sutherland; Seul Ki Lee. 2020. "The spatial heterogeneity and dynamics of tourism-flow spillover effect: The role of high-speed train in China." Tourism Economics , no. : 1.
Airbnb has emerged as a platform where unique accommodation options can be found. Due to the uniqueness of each accommodation unit and host combination, each listing offers a one-of-a-kind experience. As consumers increasingly rely on text reviews of other customers, managers are also increasingly gaining insight from customer reviews. Thus, this present study aimed to extract those insights from reviews using latent Dirichlet allocation, an unsupervised type of topic modeling that extracts latent discussion topics from text data. Findings of Hong Kong’s 185,695 and Singapore’s 93,571 Airbnb reviews, two long-term rival destinations, were compared. Hong Kong produced 12 total topics that can be categorized into four distinct groups whereas Singapore’s optimal number of topics was only five. Topics produced from both destinations covered the same range of attributes, but Hong Kong’s 12 topics provide a greater degree of precision to formulate managerial recommendations. While many topics are similar to established hotel attributes, topics related to the host and listing management are unique to the Airbnb experience. The findings also revealed keywords used when evaluating the experience that provide more insight beyond typical numeric ratings.
Kiattipoom Kiatkawsin; Ian Sutherland; Jin-Young Kim. A Comparative Automated Text Analysis of Airbnb Reviews in Hong Kong and Singapore Using Latent Dirichlet Allocation. Sustainability 2020, 12, 6673 .
AMA StyleKiattipoom Kiatkawsin, Ian Sutherland, Jin-Young Kim. A Comparative Automated Text Analysis of Airbnb Reviews in Hong Kong and Singapore Using Latent Dirichlet Allocation. Sustainability. 2020; 12 (16):6673.
Chicago/Turabian StyleKiattipoom Kiatkawsin; Ian Sutherland; Jin-Young Kim. 2020. "A Comparative Automated Text Analysis of Airbnb Reviews in Hong Kong and Singapore Using Latent Dirichlet Allocation." Sustainability 12, no. 16: 6673.
The emergence of the smart tourism paradigm has shifted some research attention to the technologies that drive innovations. However, tourism destinations are not freed from the usual threats in the tourism industry. Environmental impacts have remained a fundamental concern for any destinations regardless of their adoption and incorporation of smart technologies. Tourists remain a critical source of harm inflicted on environmental systems. Thus, this present study aims to study smart tourists’ environmentally responsible behavior using an extended norm-activation model. The study model incorporates two new constructs measuring the involvement of culture and attitude towards cultural conservation as additional predictors of environmentally responsible behavior. A total sample of 554 is subjected to data analysis. The results support all proposed hypotheses. Both newly added constructs produce the largest total impact scores on the final construct. Model comparison between the study model and the original framework showed improved predictive ability while retaining superior fit.
Kiattipoom Kiatkawsin; Ian Sutherland; Seul Ki Lee. Determinants of Smart Tourist Environmentally Responsible Behavior Using an Extended Norm-Activation Model. Sustainability 2020, 12, 1 .
AMA StyleKiattipoom Kiatkawsin, Ian Sutherland, Seul Ki Lee. Determinants of Smart Tourist Environmentally Responsible Behavior Using an Extended Norm-Activation Model. Sustainability. 2020; 12 (12):1.
Chicago/Turabian StyleKiattipoom Kiatkawsin; Ian Sutherland; Seul Ki Lee. 2020. "Determinants of Smart Tourist Environmentally Responsible Behavior Using an Extended Norm-Activation Model." Sustainability 12, no. 12: 1.
This study inductively analyzes the topics of interest that drive customer experience and satisfaction within the sharing economy of the accommodation sector. Using a dataset of 1,086,800 Airbnb reviews across New York City, the text is preprocessed and latent Dirichlet allocation is utilized in order to extract 43 topics of interest from the user-generated content. The topics fall into one of several categories, including the general evaluation of guests, centralized or decentralized location attributes of the accommodation, tangible and intangible characteristics of the listed units, management of the listing or unit, and service quality of the host. The deeper complex relationships between topics are explored in detail using hierarchical Ward Clustering.
Ian Sutherland; Kiattipoom Kiatkawsin. Determinants of Guest Experience in Airbnb: A Topic Modeling Approach Using LDA. Sustainability 2020, 12, 3402 .
AMA StyleIan Sutherland, Kiattipoom Kiatkawsin. Determinants of Guest Experience in Airbnb: A Topic Modeling Approach Using LDA. Sustainability. 2020; 12 (8):3402.
Chicago/Turabian StyleIan Sutherland; Kiattipoom Kiatkawsin. 2020. "Determinants of Guest Experience in Airbnb: A Topic Modeling Approach Using LDA." Sustainability 12, no. 8: 3402.
The study aims to investigate the formation of customer loyalty among luxury restaurant patrons in Korea. Moreover, the study investigated how the restaurants’ performance could contribute to the trust and sustainability of the Michelin restaurant guide’s reputation. The study identified meal experience, brand credibility, and brand love to influence customers’ revisit intention and willingness to pay a premium. The study surveyed 400 luxury restaurant patrons in Korea. The Michelin restaurant guide was used to classify fine dining restaurants. Measurement items from previously validated studies were adopted. The results of the study showed the meal experience scale satisfactorily measures service performance and leads to the formation of brand credibility. Subsequently, brand prestige and brand love significantly predicted customers’ loyalty intentions. Additionally, brand credibility helps form the trust of the Michelin guide and eventually predicts the long-term reputation of the guide.
Kiattipoom Kiatkawsin; Ian Sutherland. Examining Luxury Restaurant Dining Experience towards Sustainable Reputation of the Michelin Restaurant Guide. Sustainability 2020, 12, 2134 .
AMA StyleKiattipoom Kiatkawsin, Ian Sutherland. Examining Luxury Restaurant Dining Experience towards Sustainable Reputation of the Michelin Restaurant Guide. Sustainability. 2020; 12 (5):2134.
Chicago/Turabian StyleKiattipoom Kiatkawsin; Ian Sutherland. 2020. "Examining Luxury Restaurant Dining Experience towards Sustainable Reputation of the Michelin Restaurant Guide." Sustainability 12, no. 5: 2134.
There is a lot of attention given to the determinants of guest satisfaction and consumer behavior in the tourism literature. While much extant literature uses a deductive approach for identifying guest satisfaction dimensions, we apply an inductive approach by utilizing large unstructured text data of 104,161 online reviews of Korean accommodation customers to frame which topics of interest guests find important. Using latent Dirichlet allocation, a generative, Bayesian, hierarchical statistical model, we extract and validate topics of interest in the dataset. The results corroborate extant literature in that dimensions, such as location and service quality, are important. However, we extend existing dimensions of importance by more precisely distinguishing aspects of location and service quality. Furthermore, by comparing the characteristics of the accommodations in terms of metropolitan versus rural and the type of accommodation, we reveal differences in topics of importance between different characteristics of the accommodations. Specifically, we find a higher importance for points of competition and points of uniqueness among the accommodation characteristics. This has implications for how managers can improve customer satisfaction and how researchers can more precisely measure customer satisfaction in the hospitality industry.
Ian Sutherland; Youngseok Sim; Seul Ki Lee; JaeMun Byun; Kiattipoom Kiatkawsin. Topic Modeling of Online Accommodation Reviews via Latent Dirichlet Allocation. Sustainability 2020, 12, 1821 .
AMA StyleIan Sutherland, Youngseok Sim, Seul Ki Lee, JaeMun Byun, Kiattipoom Kiatkawsin. Topic Modeling of Online Accommodation Reviews via Latent Dirichlet Allocation. Sustainability. 2020; 12 (5):1821.
Chicago/Turabian StyleIan Sutherland; Youngseok Sim; Seul Ki Lee; JaeMun Byun; Kiattipoom Kiatkawsin. 2020. "Topic Modeling of Online Accommodation Reviews via Latent Dirichlet Allocation." Sustainability 12, no. 5: 1821.
This study investigates the impact of signaling on customers’ evaluations of service qualities, customer satisfaction and revisit intentions in times of service failures. Open kitchen design is selected as a signal. An online survey is conducted to collect data on customers’ evaluations of service qualities in open kitchen restaurants in comparison with closed kitchen restaurants. Then, customer satisfaction and revisit intentions are measured under service failure scenarios. The findings demonstrate that open kitchen design is perceived as a negative signal for noise and smell but not as a positive signal for food hygiene and food quality. Under service failure scenarios, signaling is not confirmed to affect customer satisfaction and revisit intentions. Rather, signaling is found to be effective even when there were relatively higher chances of service failures.
JaeMun Byun; Soocheong (Shawn) Jang. Can signaling impact customer satisfaction and behavioral intentions in times of service failure?: evidence from open versus closed kitchen restaurants. Journal of Hospitality Marketing & Management 2019, 28, 785 -806.
AMA StyleJaeMun Byun, Soocheong (Shawn) Jang. Can signaling impact customer satisfaction and behavioral intentions in times of service failure?: evidence from open versus closed kitchen restaurants. Journal of Hospitality Marketing & Management. 2019; 28 (7):785-806.
Chicago/Turabian StyleJaeMun Byun; Soocheong (Shawn) Jang. 2019. "Can signaling impact customer satisfaction and behavioral intentions in times of service failure?: evidence from open versus closed kitchen restaurants." Journal of Hospitality Marketing & Management 28, no. 7: 785-806.
This study examined the effectiveness of comparative appeals in destination advertising through an experiment with a randomized paired comparison design. Both cognitive and affective responses were measured toward comparative versus non-comparative advertising of a ski resort. The findings demonstrate that respondents viewed comparative advertising to be more persuasive than non-comparative advertising. However, their attitudes were less favorable toward comparative advertising for destinations. More specifically, comparative advertising was found to be more persuasive in the advertising of famous destinations rather than unknown destinations. Further, comparative advertising was more effective for those who were aware of the advertised destination than those who were not.
JaeMun Byun; Soocheong (Shawn) Jang. "To compare or not to compare?": Comparative appeals in destination advertising of ski resorts. Journal of Destination Marketing & Management 2018, 10, 143 -151.
AMA StyleJaeMun Byun, Soocheong (Shawn) Jang. "To compare or not to compare?": Comparative appeals in destination advertising of ski resorts. Journal of Destination Marketing & Management. 2018; 10 ():143-151.
Chicago/Turabian StyleJaeMun Byun; Soocheong (Shawn) Jang. 2018. ""To compare or not to compare?": Comparative appeals in destination advertising of ski resorts." Journal of Destination Marketing & Management 10, no. : 143-151.
Purpose This study aims to investigate, when a service failure occurs, whether circumstantial cues could be used to encourage more positive responses by customers toward restaurants through the mediation of causal attribution. Design/methodology/approach A 2 (cause of service failure: easily observable vs difficult-to-observe) × 2 (kitchen design: open vs closed) between-subject experiment is used to analyze customers’ causal attributions of service failures and resultant responses. Findings When a service failure whose cause is easy to identify occurs, customers at open-kitchen restaurants show more negative responses than those at closed-kitchen restaurants because they are likely to attribute the responsibility to the restaurant. Attribution is confirmed to mediate the relationship between the interaction of service failure by kitchen design and customers’ responses. Practical implications Diverse circumstantial cues should be actively used to encourage more positive responses by customers. The mediating role of causal attribution should be considered in managing customers’ responses toward service failures. Originality/value This study finds that circumstantial cues could be useful in dealing with service failures in restaurants by confirming the mediating role of causal attribution.
JaeMun Byun; Soocheong (Shawn) Jang. Open kitchen vs closed kitchen. International Journal of Contemporary Hospitality Management 2018, 30, 2214 -2229.
AMA StyleJaeMun Byun, Soocheong (Shawn) Jang. Open kitchen vs closed kitchen. International Journal of Contemporary Hospitality Management. 2018; 30 (5):2214-2229.
Chicago/Turabian StyleJaeMun Byun; Soocheong (Shawn) Jang. 2018. "Open kitchen vs closed kitchen." International Journal of Contemporary Hospitality Management 30, no. 5: 2214-2229.
JaeMun Byun; Soocheong (Shawn) Jang. Effective promotions for membership subscriptions and renewals to tourist attractions: Discount vs. bonus. Tourism Management 2015, 50, 194 -203.
AMA StyleJaeMun Byun, Soocheong (Shawn) Jang. Effective promotions for membership subscriptions and renewals to tourist attractions: Discount vs. bonus. Tourism Management. 2015; 50 ():194-203.
Chicago/Turabian StyleJaeMun Byun; Soocheong (Shawn) Jang. 2015. "Effective promotions for membership subscriptions and renewals to tourist attractions: Discount vs. bonus." Tourism Management 50, no. : 194-203.
JaeMun Byun; Soocheong (Shawn) Jang. Effective destination advertising: Matching effect between advertising language and destination type. Tourism Management 2015, 50, 31 -40.
AMA StyleJaeMun Byun, Soocheong (Shawn) Jang. Effective destination advertising: Matching effect between advertising language and destination type. Tourism Management. 2015; 50 ():31-40.
Chicago/Turabian StyleJaeMun Byun; Soocheong (Shawn) Jang. 2015. "Effective destination advertising: Matching effect between advertising language and destination type." Tourism Management 50, no. : 31-40.