“Most Americans like their privacy.” Exploring privacy concerns through US guests’ reviews

D’Acunto, David; Volo, Serena; Filieri, Raffaele

doi:10.1108/ijchm-11-2020-1329

Cited by 19 publications

(9 citation statements)

References 88 publications

(121 reference statements)

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“…Consumers increasingly express their emotional responses to service encounters through online consumer reviews (Filieri 2015; Ye et al 2020; Yin, Bond and Zhang 2014). Online reviews posted by customers on social media platforms represent valuable information reflecting customers' actual experiences and not hypothetical intentions (e.g., D’Acunto, Volo, and Filieri 2021; Filieri 2015; J. Li et al 2018; Xiang et al 2015).…”

Section: Introductionmentioning

confidence: 99%

Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach

Filieri

Lin

et al. 2022

Journal of Service Research

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Understanding consumer emotions arising from robot-customers encounters and shared through online reviews is critical for forecasting consumers’ intention to adopt service robots. Qualitative analysis has the advantage of generating rich insights from data, but it requires intensive manual work. Scholars have emphasized the benefits of using algorithms for recognizing and differentiating among emotions. This study critically addresses the advantages and disadvantages of qualitative analysis and machine learning methods by adopting a hybrid machine-human intelligence approach. We extracted a sample of 9707 customers reviews from two major social media platforms (Ctrip and TripAdvisor), encompassing 412 hotels in 8 countries. The results show that the customer experience with service robots is overwhelmingly positive, revealing that interacting with robots triggers emotions of joy, love, surprise, interest, and excitement. Discontent is mainly expressed when customers cannot use service robots due to malfunctioning. Service robots trigger more emotions when they move. The findings further reveal the potential moderation effect of culture on customer emotional reactions to service robots. The study highlights that the hybrid approach can take advantage of the scalability and efficiency of machine learning algorithms while overcoming its shortcomings, such as poor interpretative capacity and limited emotion categories.

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Section: Introductionmentioning

confidence: 99%

Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach

Filieri

Lin

et al. 2022

Journal of Service Research

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“…Further, during the stay in a hotel, honeymooners require a high degree of safety and privacy during their entire residing period as they want to start their joyful married life with unforgettable memories, love, sensations and sexual pleasure (Anderson, 2021). The poor safety of customers' valuable electronic devices and belongings, unsafe locking system, breaches of customers' privacy caused by hotel staff entering their rooms and unprofessional cleaning staff increase customers' privacy concerns in hotels (D'Acunto et al. , 2021).…”

Section: Resultsmentioning

confidence: 99%

Destination quality, fantasy experience and revisit intention: a study on domestic honeymoon tourism

Kumar

Ahlawat

Aggarwal

et al. 2022

IJQRM

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PurposeThis study examines how domestic honeymoon destination quality contributes to achieving honeymooners' fantasy experience and how fantasy experience impacts honeymooners' revisit intention.Design/methodology/approachUsing the convenience sampling technique, 202 self-administrated survey questionnaires were collected (184 considered useable) from domestic honeymooners who had experienced honeymoon trip. The analysis was performed by employing partial least squares structural equation modeling (PLS-SEM) using SmartPLS 4.0.FindingsThe findings indicate that honeymoon destination image strongly and significantly influenced honeymooners' fantasy experience, followed by honeymooners' privileges, service providers, social aspects and accommodation. At the same time, the dining experience and honeymoon expenses had no significant impact on the honeymooners' fantasy experience. Notably, honeymooners' fantasy experience also had a strong and significant effect on their revisit intention to honeymoon destination in the future.Originality/valueThis study has an important theoretical contribution, being the first to explore the post-consumption behavior, that is, fantasy experience and revisit intention of domestic honeymooners in tourism literature. The study also has important implications for tourism industry stakeholders, that is, government, tourism department and officials, honeymoon tour planners and hotel managers, to make honeymoon destinations more attractive and fascinating, especially among newlywed couples and the young generation of tourists.

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“…Older consumers, however, demonstrate a preestablished resilience, which is used to optimize online digital communities and subsequent relationships. Older consumers tend to have more privacy concerns than younger consumers, even in an offline environment (D’Acunto, Volo, and Filieri 2021), resulting in further barriers to SNS consumption. Our study illustrates older consumers’ ability to compensate for these barriers by accessing an online space for seeking and providing advice.…”

Section: Discussionmentioning

confidence: 99%

Selecting, Optimizing, and Compensating During Lockdown: How Older Consumers Use Social Networking Services to Improve Social Well-Being

Wilson-Nash¹,

Pavlopoulou²,

Wang³

2023

Journal of Interactive Marketing

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During the COVID-19 pandemic, older consumers have increased their usage of social networking services (SNSs) to avoid social isolation, yet this behavior remains unexplored. Through selective optimization with compensation theory, the authors combine concepts from gerontology and marketing to investigate the following research question: How does older consumers’ usage of SNSs during the pandemic interrelate with the constructs of social well-being? The research draws on qualitative data collated during lockdown in the United Kingdom, including 14 semistructured interviews from participants age 65–80 and six months of netnographic data from an online forum geared toward older people. The findings reveal how older consumers leverage three strategies—selection, optimization, and compensation—to improve their use of SNSs and social interactions during lockdowns. Such behaviors in turn interrelate with the dimensions of social well-being: social acceptance, social integration, social contribution, social actualization, and social coherence. This research contributes to the marketing literature by (1) introducing a framework for transformative SNSs into transformative service research, (2) utilizing theory from gerontology studies to further understand the older consumer, and (3) enhancing the sparse understanding of older consumers’ use of SNSs. Future research directions and managerial implication are suggested for both marketers and developers of SNSs for aging consumers.

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“Most Americans like their privacy.” Exploring privacy concerns through US guests’ reviews

Cited by 19 publications

References 88 publications

Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach

Customer Emotions in Service Robot Encounters: A Hybrid Machine-Human Intelligence Approach

Destination quality, fantasy experience and revisit intention: a study on domestic honeymoon tourism

Selecting, Optimizing, and Compensating During Lockdown: How Older Consumers Use Social Networking Services to Improve Social Well-Being

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