... reviews in shaping customer behavior (Liu et al., 2022), and advances in online review platforms in hospitality social media, have led to the growth in user-generated content and big data analysis in the hotel industry (Mariani and Borghi, 2021b). Implementation of real-time analysis methods (e.g...

... Licensed re-use rights only Data mining User-generated content Tourism destination Repositioning Religious Destination image Trip Advisor Online travel reviews OTRs DMO Crisis Vatican City Religious tourism Urban city Covid-19 has caused a global health crisis like few before...

..., extracts meaningful patterns from unstructured text to aid marketers’ decision-making (Alaei et al., 2019). User-generated content Front office Service personnel Text mining Importance-performance analysis Service encounters are identified as critical “moments of truth” (Bitner...

... levels of enjoyment regarding their hotel experiences regardless of the high-touch or high-tech nature of the operations. Research limitations/implications User-generated content often reflects the opinions of those who are very satisfied or not satisfied at all. Different data collection techniques...

...: to investigate the privacy categories, themes and attributes most commonly discussed by guests in their reviews and to examine the influence of cultural proximity on privacy concerns. Privacy concerns Cultural proximity User-generated content Hotel chains Automated content analysis Hotel reviews...

... started to investigate how to tap into and leverage the value of user-generated content, most of them developed their research from the sociology angles. Prior studies are interested in the topics such as information spread and detecting people’s attitudes regarding crises (Alshaabi et al., 2020...

... volatile nature of tourism and travel industry in a competitive environment calls for enhanced marketing intelligence and analytics, especially for those entities with limited marketing budgets. The past decade has witnessed an increased use of user-generated content (UGC) analysis as a marketing tool...

...-use rights only Advertising Social media Hospitality Travel Tourism and travel User-generated content The rapid development of social media has provided advertisers in the hospitality, tourism and travel (HTT) fields with unprecedented opportunities to engage and communicate...

... taken to respond have impacts on performance (Min et al., 2015 ; Sparks and Bradley, 2014). Online review User-generated content Reputation management Perceived hotel benefits User-generated content (UGC) has changed tourist decision-making behavior and marketing practices...

... address negative reviews and provide professional responses to reviewers. Platform operators of user-generated content (UGC) should create well-defined reviewer profiles that can serve as cues that communicate the different expertise of reviewers. This study is the first to test the three-way...

... back at an early eWOM paper, with reflection on changes that have occurred and a view to the future, is of value as validation of an often cited article that set the stage for much subsequent hospitality research. Social media User-generated content Interpersonal influence Electronic word...

... and assists researchers in developing new research questions for future studies. Online reviews Literature review User-generated content Systematic review Customer reviews Online reviews have increasingly become a major source of information that affects consumers’ decision-making...

... that was not available in traditional guest survey studies, responding to the call for big data applications in the hospitality industry. Hotels Social media TripAdvisor User-generated content Consumer reviews Manager-consumer communications Presently, online review websites as well as cyber...

... and accessibility of travel-related information. Mustafa Öz can be contacted at: mustafa.oz@agu.edu.tr © Emerald Group Publishing Limited 2015 Consumer behavior Tourism Turkey Web 2.0 User-generated content Social media In recent years, information flow on the Internet has become...