Traveler preferences from online reviews: Role of travel goals, class and culture

Chatterjee, Swagato; Mandal, Prasenjit

doi:10.1016/j.tourman.2020.104108

Cited by 49 publications

(30 citation statements)

References 50 publications

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“…MRA is a powerful statistical technique that has been successfully applied in the literature for large-scale analysis of online passenger reviews [68]. Before proceeding with the MRA, several assumptions must be met.…”

Section: Regression Analysis Resultsmentioning

confidence: 99%

“…Future research can also analyze behavioral outcomes such as passenger loyalty and purchase intention using the NCA method, which is extended to the ASQ literature in this study. Furthermore, because culture has a significant moderating effect on passenger behavior [68], scholars should consider cultural differences when evaluating ASQ. It is clear from this study that terminal cleanliness comes to the fore in complementary analysis with the effect of the COVID-19 pandemic.…”

Section: Limitations and Future Researchmentioning

confidence: 99%

“…Punel et al [67] concluded that Skytrax is a well-established and reliable indicator of passenger satisfaction in aviation services. In recent years, air transport research has relied on Skytrax as a data source for its inclusive and reliable nature [7,35,36,38,40,[67][68][69]. Due to the richness of the data, the existing literature frequently uses the Skytrax source to reflect online word of mouth [68].…”

mentioning

confidence: 99%

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How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

et al. 2022

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Delivering high-quality service to passengers can be critical for an airport’s survival, competitiveness, profitability, and long-term growth in a highly competitive environment. The present study aims to examine the relationship between airport service attributes and passenger satisfaction. To this end, we conducted multi-method research consisting of symmetric (multiple regression analysis—MRA) and asymmetric (necessary condition analysis—NCA) approaches. The research data consists of 1463 valid online reviews (n = 1463) of the top 50 busiest airports in Europe retrieved from Skytrax. The MRA was employed to examine the net effect of the eight airport service attributes on passenger satisfaction, while the NCA was used to explore the necessary conditions and level of necessity to achieve passenger satisfaction. Using MRA, the findings reveal that airport staff is the most influential predictor of passenger satisfaction, whereas airport shopping and airport Wi-Fi connectivity do not have a significant effect on passenger satisfaction. Moreover, the NCA results found that six of the eight conditions are necessary to achieve passenger satisfaction at the airport. To complement and comprehend the findings, this study also sheds light on the antecedents underlying airport passenger satisfaction in the post-COVID-19 era using NCA.

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Section: Regression Analysis Resultsmentioning

confidence: 99%

Section: Limitations and Future Researchmentioning

confidence: 99%

mentioning

confidence: 99%

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How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

et al. 2022

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“…Specifically, people are in low-level (high-level) construal when they evaluate and judge their in-groups (out-groups), which means when a shorter perceived social distance comes, tourists are more likely, in turn, to focus on specific social cognitive schema (i.e. stereotype perception) (Kim et al, 2016;Chatterjee and Mandal, 2020).…”

Section: Social Distance and Stereotype Perceptionmentioning

confidence: 99%

Tourism service providers’ physical attractiveness and customers’ service quality evaluation: is warmth or competence more important?

Liu

Chen

et al. 2021

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Purpose This paper aims to introduce the psychological variable of “social distance” and use SEM to analyze the relationship between tourism service providers’ physical attractiveness (SPPA) and tourists’ perceptions of social distance, stereotypes and service quality. Design/methodology/approach The data collectors were instructed to convenience sampling tourists in Guangzhou Chimelong Tourist Resort, the biggest resort in South China and 334 valid questionnaires were collected. This study used CFA to confirm the measurement model and to check the reliability and validity of the constructs. Using Mplus 7.0, SEM was performed to test the hypotheses of this study. Findings The study found that tourism SPPA can improve tourists’ stereotype perception by reducing the social distance between tourists and service providers, which ultimately improves service quality. This study also found that only warmth perception can significantly improve the service quality evaluation of tourists, with competence perception having no significant effect. Originality/value This study focused on the SPPA in tourism services, expanding the research on tourism service management and on the effect of physical attractiveness; enriched the stereotype content model and behaviors from intergroup affect and stereotypes map by clarifying the mediating role of social distance and stereotypes; found different roles played by the competence and warmth stereotype in the enhancement effect; helped find an insightful strategy to improve service quality by recruiting and training employees intentionally.

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“…A good number of scholarship effort corroborates this core role of culture in consumer behaviour. Examples include Mooij (2003), Arnould and Thompson (2005), Mokhlis (2006), Alam et al (2011), Nayeem (2012, Polese and Seliverstova (2020), and Chatterjee and Mandal (2020).…”

Section: Culture and Religion: A General Overviewmentioning

confidence: 99%

A critical overview of religion, culture and consumption in developing nations

Gbadamosi¹

2021

Religion and Consumer Behaviour in Developing Nations

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Traveler preferences from online reviews: Role of travel goals, class and culture

Cited by 49 publications

References 50 publications

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

Tourism service providers’ physical attractiveness and customers’ service quality evaluation: is warmth or competence more important?

A critical overview of religion, culture and consumption in developing nations

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