Journal of Hospitality Marketing & Management 

About: Journal of Hospitality Marketing & Management is an academic journal published by Haworth Press. The journal publishes majorly in the area(s): Hospitality industry & Tourism. It has an ISSN identifier of 1936-8623. Over the lifetime, 655 publications have been published receiving 26539 citations. The journal is also known as: JHMM & Journal of hospitality marketing and management.

Agenda for Co-Creation Tourism Experience Research

Abstract: In the experience economy, suppliers are in search of new ways to distinguish themselves and to fight for the customer's attention. Society's system of social ruling is making way for communicative self-steering. Dialogues between equal partners replace the traditional top down approach. Customers are therefore gaining more power and control. Product and company centric innovations are now being taken over by the co-creation experience as a basis for value and as the future of innovation. Glimpses of the co-creation experience are observed in a variety of realms but tourism is not yet mentioned as one of them. This is remarkable, as for many countries tourism is the number one income generator and for many in the developed world an essential part of their quality of life. Especially during free time people express their quest for ever more unique experiences reflecting their own personal stories. This article provides an innovative perspective on tourism in the experience economy based on the principle of...

The Role of User-Generated Content in Tourists' Travel Planning Behavior

Abstract: This article reports on research that investigates how websites containing user-generated content (UGC) are used by consumers and the role they have on their information search and travel behavior. The research, conducted via an online survey, represents the views of more than 12,000 hospitality and tourism consumers. The results suggest that although these sites are popular, they are not yet considered to be as credible or trustworthy as existing sources of travel information such as government-sponsored tourism websites. UGC (or Web 2.0 sites, as they are also known) appear to act as an additional source of information that travelers consider as part of their information search process, rather than as the only source of information. The study is significant in that it appears to be one of the few investigations that captures the perceptions of the travel consumer and the way they relate to the information value associated with Web 2.0 sites.

Managing a Hotel's Image on TripAdvisor

Abstract: User-generated content is rapidly gaining traction as an input into the consumer purchase decision making process. After examining the implications of the developing Web 2.0 phenomenon for travel businesses, this article focuses on TripAdvisor (http://www.tripadvisor.com), the largest online network of travel consumers. Using a sample of 100 hotels randomly selected from the London market, it shows that TripAdvisor displays detailed rich data that can be used in travel planning. Content analysis was used to identify common causes of satisfaction and dissatisfaction among reviewers. It was also discovered that few hotels are actively managing their reputation on the TripAdvisor site. Despite a facility to respond to criticism, few hotels used this option, calling into question how seriously hotels are managing user-generated content. Analyses also suggested that the belief that user-generated content sites have been compromised by false reviews is unfounded, with little evidence being found of reviews with...

Effects of COVID-19 pandemic on hospitality industry: review of the current situations and a research agenda

Abstract: Due to the Covid-19 pandemic, the world’s economy was shut down almost overnight (UNWTO, 2020). The pandemic has confronted the hospitality industry with an unprecedented challenge. Strategies to f...

Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews

Abstract: This article aims to examine the underpinnings of satisfied and unsatisfied hotel customers. A text-mining approach was followed and online reviews by satisfied and dissatisfied customers were compared. Online reviews of 2,510 hotel guests were collected from TripAdvisor.com for Sarasota, Florida. The research findings revealed some common categories that are used in both positive and negative reviews, including place of business (e.g., hotel, restaurant, and club), room, furnishing, members, and sports. Study results further indicate that satisfied customers who are willing to recommend a hotel to others refer to intangible aspects of their hotel stay, such as staff members, more often than unsatisfied customers. On the other hand, dissatisfied customers mention more frequently the tangible aspects of the hotel stay, such as furnishing and finances. The study offers clear theoretical and managerial implications pertaining to understanding of satisfied and dissatisfied customers through the use of text mi...