Browsing by Author "Shin, Seunghun"
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- Identifying attributes of wineries that increase visitor satisfaction and dissatisfaction: Applying an aspect extraction approach to online reviewsShin, Seunghun; Nicolau, Juan Luis (Elsevier, 2022-08)This study analyzes the satisfiers and dissatisfiers of wineries to identify potential asymmetric relationships between winery attributes and visitor satisfaction. By using aspect extraction and a regression approach, a sample of 9,376 reviews corresponding to 524 wineries in Spain, from February 2010 to April 2021, is examined; the main results being that asymmetric effects are found for different attributes. Among the identified six attributes, three (“Wine-related,” “Overall experience,” and “Staff service”) were identified as satisfiers and one (“Cost”) as a dissatisfier. An important theoretical contribution is the non-linear nature of the two- and three-factor theories on customer satisfaction in a winery context.
- The tourism effect of President Trump's participation on TwitterNicolau, Juan Luis; Sharma, Abhinav; Shin, Seunghun (Elsevier, 2020-12-01)This research analyzes the effect of President Donald J. Trump's participation on Twitter on the performance of the United States as a tourism destination as reflected in the market value of tourism the country's tourism industry. Based on the effects that brand associations have on brand image and brand knowledge, this research proposes a conceptual model whereby a destination's association with a public figure might lead this personality's participation in social media to have an effect—derived from the resulting social media sentiment—on consumers' destination's brand knowledge and, consequently, on the incoming flow of travelers to the destination and on the tourism market value. The empirical application carried out on the tweets that the President of the United States posted over more than 150,000 trading minutes shows that the participation of public personalities in social media can have repercussions on the market value of their country's tourism industry.
- Three Essays on Contextual Effects in Traveler's Use of Online ReviewsShin, Seunghun (Virginia Tech, 2021-05-28)Tourists' information processing is a dynamic process in that their information use depends on the surrounding context. From tourists' personal characteristics (e.g., age, gender, and travel experience), nature of tourism products (e.g., intangibility and variability), to the development of information technology (e.g., the prevalent usage of mobile devices for information search), a variety of contextual factors are involved when tourists process information for decision-making. Given the importance of online reviews in the hospitality and tourism field as information sources, this dissertation aims to understand the contextual effects of online reviews on tourists' decision-making. By selecting several contextual factors, three independent and interrelated essays examine how tourists' cognitive or behavioral responses to online reviews are affected by those factors. Considering that local search (e.g., looking for nearby restaurants by using "restaurants near me" as a search query) becomes an important context for using online reviews, both Study 1 and 2 focus on the local search context. Study 1 investigates the role of online reviews in the local search context; specifically, how online reviews are used as ranking factors by local search platforms (LSPs), is examined with an analytical approach. Study 2 investigates tourists' processing of online reviews in the local search context; specifically, how online reviews are differently processed in the local search context (e.g., searching for a restaurant that can be visited immediately) compared with the non-local context (e.g., searching for a restaurant that can be visited in a month), is examined by conducting an experiment. Building on Study 2, Study 3 investigates how tourists' processing of online reviews is affected by another contextual factor, the nature of tourism products; specifically, how the variability of tourism products (i.e., their change in quality over time) influences the way tourists process online reviews, is examined through social media analytics. Results of the three essays provide empirical support for the underlying argument of this dissertation: understanding tourists' responses to online reviews depends on factors that transcend their information characteristics. As a whole, the findings of this dissertation suggest the need for considering the surrounding context to further understand how online reviews affect tourists' decision-making. As practical implications, this dissertation discusses the importance of leveraging various types of information about tourists' context (e.g., location accessed from smartphones, and physiological condition accessed through smartwatches).