In view of the increasing popularity of online reviews and their significant impact on
individual buying behavior as well as on the supply side, this study reviewed and analyzed …

Purpose The purpose of this paper is twofold: to perform a synthesis of academic research
published between 2009 and 2016 regarding the changes in tourism consumer behavior …

Customer online reviews of hotels have significant business value in the e-commerce and
big data era. Online textual reviews have an open-structured form, and the technical side …

A growing reliance on the Internet as an information source when making choices about
tourism products raises the need for more research into electronic word of mouth. Within a …

The rapid growth of information generated by consumers of tourism and hospitality services
calls for a systematic review of how user-generated content (UGC) has been applied in …

Social media provide numerous possibilities for consumers and other stakeholders to voice
their complaints about organizations in public. While this can damage the reputation of an …

Increasingly, consumers are posting online reviews about hotels, restaurants, and other
tourism and hospitality providers. While some managers are responding to these reviews …

The hotel industry continues to develop strategies for addressing consumer-generated
online reviews, and particularly responding to poor reviews, which can have a damaging …

The increasing application of artificial intelligence to online retailing and the rapid
deployment of online robots have made online robot service failures common. This study …

Museums are important attractions in contemporary cultural tourism, which has brought them
economic benefit as well as managerial challenges. Museums' mandate of custodianship …