Natasa Christodoulidou

Bio: Natasa Christodoulidou is an academic researcher from California State University, Dominguez Hills. The author has contributed to research in topics: Hospitality industry & Hospitality. The author has an hindex of 10, co-authored 18 publications receiving 341 citations. Previous affiliations of Natasa Christodoulidou include College of Business Administration & California State University.

What Determines Consumers' Ratings of Service Providers? An Exploratory Study of Online Traveler Reviews

Abstract: Online reviews are important sources of information for travelers. However, existing academic understanding of these popular information sources in the tourism and hospitality domain is relatively weak. In this study, we explore the patterns and features of online reviews extracted from a popular travel advisory Web site. We consider factors such as numerical rating distribution, amount of information in the reviews and the relationship between review ratings and various attributes of the lodging properties reviewed on the Web site. The analysis reveals that the reviews are heavily skewed towards positive ratings and there is a paucity of balanced and negative reviews. Further, the correlation between review rating and ratings on individual attributes is very low suggesting that the overall numerical ratings typically used in review systems may not be the ideal indicators of customers' perceived service quality and satisfaction. Textual analysis uncovers nuanced opinions that are generally lost in crude n...

Impact of Individual Differences and Consumers’ Readiness on Likelihood of Using Self-Service Technologies at Hospitality Settings:

Abstract: As more hospitality companies use self-service technologies (SSTs), the industry is going through an evolutionary adoption process. Many hotels, resorts, and casinos have installed self-service che...

An examination of the transactional relationship between online travel agencies, travel meta sites, and suppliers

Abstract: Purpose – The purpose of this paper was to explore the ways travel intermediaries (online travel agencies (OTAs) and travel meta sites) used throughout the distribution value chain engaged in relationships with travel suppliers.Design/methodology/approach – The multiple‐case study approach is suitable in examining contemporary events in their natural context. A commonly reported strength of the case study approach in that a variety of evidence can be used to investigate the subject matter. The data evidence gathered for this paper came from field study interviews and document analysis.Findings – The results show that the relationship structure has an impact on the type of contractual agreement OTAs and meta sites have with travel suppliers and with each other.Practical implications – These results can be used by top‐level executives involved in online travel as they research and test how to best craft their relationship and formal or informal agreements with their suppliers, affiliates, and other entities...

Factors influencing customer acceptance of kiosks at quick service restaurants

Abstract: Purpose – This study aims to explore: the impact of customers' previous experience on their likelihood of using kiosks at quick service restaurants (QSRs); a mediating role of customer readiness (i.e. role clarity, ability, extrinsic motivation, intrinsic motivation) between customers' previous experience and their likelihood of using kiosks; and a moderating effect of gender in the relationships among customers' previous experience, readiness, and likelihood of using kiosks.Design/methodology/approach – A total of 614 complete responses were obtained through an online survey. Structural equation modeling was developed and tested.Findings – The results demonstrated that extrinsic motivation in using SSTs directly influenced the likelihood of using kiosks, and previous experience with SSTs indirectly influenced the likelihood of using kiosks through customer readiness in both male and female groups. This study also revealed that both male and female respondents who perceived their roles in using SST more c...

Factors influencing wine consumption in Southern California consumers

Abstract: Purpose – The purpose of this paper is to further examine factors influencing the intention to drink wine. Building on studies conducted among British and Australian wine drinkers, this study was undertaken among Southern California wine drinkers in an effort to provide cross‐cultural comparison of wine consumption motivations and intentions.Design/methodology/approach – Using a two‐step methodology (including qualitative interviews and surveys), the influence of both attitudes and subjective norms on the intention to drink wine is examined.Findings – This current research shows a significant influence of the perceived health benefits of wine consumption among Southern California wine drinkers.Research limitations/implications – This study is limited to Southern California wine consumers and may lack generalizability. Future research endeavors should focus on expanding the study to include a wider population within the USA and include analysis of additional variables such as gender, ethnicity, amount and ...

Progress on information and communication technologies in hospitality and tourism

Abstract: Purpose – The purpose of this paper is to establish the progress of information and communication technology (ICT) based on a review of papers published in tourism and hospitality journals between 2009 and 2013. Design/methodology/approach – Based on three major databases, 107 journal papers were retrieved and reviewed. The papers were grouped into two major categories, consumer and supplier, which generally comprise the key players in the industries. Findings – A content analysis showed that hospitality and tourism industries use ICT in different functional units and for different applications. This, in turn, indicates their wide adoption in the industry. Industrial implications are discussed. Practical implications – On the basis of the content analysis, industry practitioners can learn about up-to-date practices and decide how to take advantage of recent technological developments. Originality/value – A major contribution of this paper is the comprehensive review of recently published papers in tourism and hospitality journals from the perspectives of consumer and supplier.

Hospitality and Tourism Online Reviews: Recent Trends and Future Directions

Abstract: 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 articles related to online reviews in tourism and hospitality published in academic journals between 2004 and 2013. Based on a keyword-driven search and a content analysis, 50 articles were identified as relevant and classified into five topics. The findings revealed that (a) more than half of the analyzed articles focus on hotels and apply empirical methods based on secondary data, (b) more attention has been paid to the relationship between online reviews and online buying as well as satisfaction and online management, and (c) opinion mining of online reviews, motivation to post reviews, and the role of reviews are evenly distributed. This paper also discussed significant topical and methodological trends, contributes to an overall understanding of existing research and its limitation.