This research investigates the hotel response strategies of businesses being responsive online to stimulate customers purchase intention in eWOM communications. Specifically, this study explores the online managerial responses in terms of length, speed, and relevance of management response to customer negative reviews and how customer personality moderates the purchase intention of the hotel. A non-probability convenience sampling technique was applied to collect 441 responses from Chinese residents who have made online hotel reservations and selected the hotel only after checking the online reviews and the hotel responses. The findings confirm that hotel response to negative reviews has an essential impact on 'consumers' purchase intention and consumer personality traits. Further, the research includes the practical implications for hotels to set up the reply format and carry out effective service recovery through different expression ways of negative reviews response.
The integration of navigation systems and smart tour guide apps has gained popularity among travellers with the rapid development of the internet, mobile technology, and the wide acceptance of smartphones. The purpose of the study is twofold: (1) to assess the growth of smart tour guide apps in India and (2) to examine the tourists' experiences in using smart tour guide apps. To achieve the purpose of the study, a content analysis method was employed to analyse the users' reviews on the “Audio Odigos” and the “Trip My Way,” which are very popular tour guide apps in India. The results reveal that smart tour guide apps are more preferred than the human tour guide. An app-based tour guide facilitates exceptional experiences for accurate and useful information on historical monument tours, city tours, and destination tours. Thus, the findings can be used to improve the existing apps and develop more sophisticated apps in the future that can ensure sustainable smart tourism.
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