An analysis of online reputation at integrated resort in Macao—Evidence from the survey of customer online review
Vol 8, Issue 1, 2023, Article identifier:
VIEWS - 871 (Abstract) 398 (PDF)
Abstract
Integrated resorts, an important business card for Macao’s tourism industry, has attracted many tourists and become an important economic pillar. Customer reviews posted on the Internet are an important reflection of the online reputation of integrated resorts and can directly affect performance. Thus, integrated resort operators and destination managers need to develop business strategies by knowing key influencing factors in online reputation of Macao’s integrated resorts. In this study, 13,282 customer reviews were collected from the top five Macao integrated resorts in terms of number of reviews on Google Travel. Through cluster analysis, nighty-nine keywords with the highest frequency were divided into four clusters: “entertainment”, “experience”, “facilities”, and “atmosphere”. The results of factor analysis classified fifteen keywords into four groups: “consumption”, “room service”, “transportation”, and “entertainment”. Finally, the results of the linear regression analysis indicated that “consumption”, “room service”, and “entertainment” had a significant positive effect on online reputation, while “transportation” had a non-significant negative effect. This study enriches the research on the online reputation of integrated resorts by using big data technology and puts forward decision-making suggestions to stakeholders on the key influencing factors in online reputation based on the data analysis results and the findings of related studies.
Keywords
Full Text:
PDFReferences
1. Ahn J, Thomas TK. The role of customers’ perceived values of integrated resort brands in destination. Journal of Destination Marketing & Management 2020; 15(3): 1–3. doi: 10.1016/j.jdmm.2019.100403.
2. Gao BW, Lai IKW. The effects of transaction-specific satisfactions and integrated satisfaction on customer loyalty. International Journal of Hospitality Management 2015; 44: 38–47. doi: 10.1016/j.ijhm.2014.10.004.
3. Philander K, Zhong Y. Twitter sentiment analysis: Capturing sentiment from integrated resort tweets. International Journal of Hospitality Management 2016; 55: 16–24. doi: 10.1016/j.ijhm.2016.02.001.
4. Yang W, Zhang L, Mattila A. Luxe for less: How do consumers react to luxury hotel price promotions? The moderating role of consumers’ need for status. Cornell Hospitality Quarterly 2016; 57(1): 82–92. doi: 10.1177/1938965515580133.
5. McCartney G. Securing Chinese mass market visitation to Cotai’s integrated resorts (IRs): Determinants of gaming and non-gaming attributes that influence IR selection. Tourism and Hospitality Research 2020; 20(3): 317–330. doi: 10.1177/1467358419873063.
6. Ahn J, Back KJ. Influence of brand relationship on customer attitude toward integrated resort brands: A cognitive, affective, and conative perspective. Journal of Travel & Tourism Marketing 2018; 35(4): 449–460. doi: 10.1080/10548408.2017.1358239.
7. Ieong CY, Lam D. Role of internal marketing on employees’ perceived job performance in an Asian integrated resort. Journal of Hospitality Marketing & Management 2016; 25(5): 589–612. doi: 10.1080/19368623.2015.10679664.
8. Tham A, Huang D. Game on! A new integrated resort business model. Tourism Review 2019; 74(6): 1153–1166. doi: 10.1108/TR-03-2017-0036.
9. Lou NM, So ASI, Hsieh YJ. Integrated resort employee competencies: A Macau perspective. International Journal of Contemporary Hospitality Management 2019; 31(1): 247–267. doi: 10.1108/IJCHM-07-2017-0431.
10. Simpson T. Macao’s post-Mao grand tour: China’s gamble on urbanization in the Venetian Macao resort. Journal of Tourism and Cultural Change 2021; 20(5): 678–698. doi: 10.1080/14766825.2021.1998085.
11. McCartney G. The CAT (Casino tourism) and the MICE (meetings, incentives, conventions, exhibitions): Key development considerations for the convention and exhibition industry in Macao. Journal of Convention & Event Tourism 2008; 9(4): 293–308. doi: 10.1080/15470140802493380.
12. McCartney G. With or without you? Building a case for further MICE (meetings, incentive travel, vonventions, exhibitions) development in Macao. Journal of Convention & Event Tourism 2014; 15(3): 173–197. doi: 10.1080/15470148.2014.906335.
13. Mary EU, Kong TIW, Wan YKP. Senior travelers to integrated resorts: Preferences, consuming behaviors and barriers. Journal of Quality Assurance in Hospitality & Tourism 2020; 21(3): 297–319. doi: 1080/1528008X.2019.1659209.
14. Tang M, Kim HS. An exploratory study of electronic word-of-mouth focused on Casino hotels in Las Vegas and Macao. Information 2022; 13(3): 135. doi: 10.3390/info13030135.
15. Lau VMC, Ren L, Yang FX. CSR and casino hotel branding: The joint moderation of CSR misfit and corporate awareness. Journal of Hospitality and Tourism Management 2021; 49: 375–384. doi: 10.1016/j.jhtm.2021.10.011.
16. Ahn J, Back KJ. Integrated resort: A review of research and directions for future study. International Journal of Hospitality Management 2018; 69: 94–101. doi: 10.1016/j.ijhm.2017.10.017.
17. Ho H. COVID-19 Pandemic: Impact and implications for Macau casino. Gaming Law Review 2020; 24(8): 563–568. doi: 10.1089/glr2.2020.0023.
18. Latest entry quarantine measures of Macao [Internet]. Macao: Government Information Bureau; 2023. Available from: https://www.gcs.gov.mo/ncv/annex/index.html?p=0&l=zh-hans.
19. Gursoy D, Chi CG. Effects of COVID-19 pandemic on hospitality industry: Review of the current situations and a research agenda. Journal of Hospitality Marketing & Management 2020; 29(5): 527–529. doi: 10.1080/19368623.2020.1788231.
20. Chang KC, Cheng YS. How online service recovery reviews influence behavioral intentions in the hospitality context: Regulatory focus and loss aversion perspectives. Journal of Hospitality and Tourism Management 2021; 46: 440–455. doi: 10.1016/j.jhtm.2021.01.014.
21. Wan YKP, Li X, Lau VMC, Dioko L. Destination governance in times of crisis and the role of public-private partnerships in tourism recovery from Covid-19: The case of Macao. Journal of Hospitality and Tourism Management 2022; 51: 218–228. doi: 10.1016/j.jhtm.2022.03.012.
22. Deephouse DL. Media reputation as a strategic resource: An integration of mass communication and resource-based theories. Journal of Management 2000; 26(6): 1091–1112. doi: 10.1177/014920630002600602.
23. Ramos CM, Casado-Molina AM. Online corporate reputation: A panel data approach and a reputation index proposal applied to the banking sector. Journal of Business Research 2021; 122: 121–130. doi: 10.1016/j.jbusres.2020.08.061.
24. Veh A, Göbel M, Vogel R. Corporate reputation in management research: A review of the literature and assessment of the concept. Business Research 2019; 12(2): 315–353. doi: 10.1007/s40685-018-0080-4.
25. Sparks BA, Browning V. The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management 2011; 32(6): 1310–1323. doi: 10.1016/j.tourman.2010.12.011.
26. Grönroos C. Conceptualising value co-creation: A journey to the 1970s and back to the future. Journal of Marketing Management 2012; 28(13–14): 1520–1534. doi: 10.1080/0267257X.2012.737357.
27. Park YS, Park YR. Analysis of creative economic effects on resorts complex. Global Economic Review 2014; 26(26): 117–148.
28. Saner R, Yiu L, Filadoro M. Tourism development in least developed countries: Challenges and opportunities. Sustainable Tourism: Breakthroughs in Research and Practice 2019; 27. doi: 10.4018/978-1-5225-7504-7.ch006.
29. Costa G, Glinia E, Goudas M, Antoniou P. Recreational services in resort hotels: Customer satisfaction aspects. Journal of Sport & Tourism 2004; 9(2): 117–126. doi: 10.1080/14775080410001732541.
30. Andriotis K. Integrated resort development: The case of Cavo Sidero, Crete. Journal of sustainable Tourism 2018; 16(4): 428–444. doi: 10.2167/jost777.0.
31. Stiles RB, See-Tho W. Integrated resort development in the Asia Pacific region. Travel & Tourism Analyst 1991; (3): 22–37.
32. Nunkoo R, Ramkissoon H. Modeling community support for a proposed integrated resort project. Journal of Sustainable Tourism 2010; 18(2): 257–277. doi: 10.1080/09669580903290991.
33. Ahn J, Back KJ, Boger C. Effects of integrated resort experience on customers’ hedonic and eudaimonic well-being. Journal of Hospitality & Tourism Research 2019; 43(8): 1225–1255. doi: 10.1177/1096348019861740.
34. Ahn J, Back KJ, Lee CK. A new dualistic approach to brand attitude: The role of passion among integrated resort customers. International Journal of Hospitality Management 2019; 78: 261–267. doi: 10.1016/j.ijhm.2018.09.008.
35. So SIA, Li M, Lehto X. Perceptions of convention attendees towards integrated resort: A case study of Macau. International CHRIE Conference—Refereed Track 2011; 18: 1–12.
36. Ahn J, Back KJ. Influence of brand relationship on customer attitude toward integrated resort brands: A cognitive, affective, and conative perspective. Journal of Travel & Tourism Marketing 2018; 35(4): 449–460. doi: 10.1080/10548408.2017.1358239.
37. Luo JM, Chau KY, Fan Y, Chen H. Barriers to the implementation of green practices in the integrated resort sector. SAGE Open 2021; 11(3): 1–15. doi: 10.1177/21582440211030277.
38. Analysis report of statistical indicator system for moderate economic diversification of Macao [Internet]. Macao: Macao Trade and Investment Institute; 2020. Available from: https://www.dsec.gov.mo/getAttachment/ecfdfaca-e069-4932-8cdc-fbd3cc69dd5c/C_SIED_PUB_2020_Y.aspx.
39. Sheng M, Gu C. Economic growth and development in Macau (1999–2016): The role of the booming gaming industry. Cities 2018; 75: 72–80. doi: 10.1016/j.cities.2018.01.003.
40. Balmer JM, Greyser SA. Corporate marketing: Integrating corporate identity, corporate branding, corporate communications, corporate image and corporate reputation. European Journal of Marketing 2006; 40(7): 730–741. doi: 10.1108/03090560610669964.
41. Bianchi E, Bruno JM, Sarabia-Sanchez FJ. The impact of perceived CSR on corporate reputation and purchase intention. European Journal of Management and Business Economics 2019; 28(3): 206–221. doi: 10.1108/EJMBE-12-2017-0068.
42. Becerra-Vicario R, Ruiz-Palomo D, Fernández-Miguélez SM, Gutiérrez-Ruiz AM. Examining the effects of hotel reputation in the relationship between environmental performance and hotel financial performance. Journal of Hospitality and Tourism Management 2022; 53: 10–20. doi: 10.1016/j.jhtm.2022.08.012.
43. Liu X, Li C, Nicolau JL, Han M. The value of rating diversity within multidimensional rating system: Evidence from hotel booking platform. International Journal of Hospitality Management 2023; 110: 103434–103442. doi: 10.1016/j.ijhm.2023.103434.
44. Sharma A, Park S, Nicolau JL. Testing loss aversion and diminishing sensitivity in review sentiment. Tourism Management 2020; 77: 104020–104027. doi: 10.1016/j.tourman.2019.104020.
45. Marchiori E, Cantoni L. The online reputation construct: Does it matter for the tourism domain? A literature review on destinations’ online reputation. Information Technology & Tourism 2011; 13(3): 139–159. doi: 10.3727/109830512X13283928066715.
46. Proserpio D, Zervas G. Online reputation management: Estimating the impact of management responses on consumer reviews. Marketing Science 2017; 36(5): 645–665. doi: 10.1287/mksc.2017.1043.
47. Anagnostopoulou SC, Buhalis D, Kountouri IL, et al. The impact of online reputation on hotel profitability. International Journal of Contemporary Hospitality Management 2019; 32(1): 20–39. doi: 10.1108/IJCHM-03-2019-0247.
48. Xu J, Wang X, Zhang J, et al. Explaining customer satisfaction via hotel reviews: A comparison between pre- and post-COVID-19 reviews. Journal of Hospitality and Tourism Management 2022; 53: 208–213. doi: 10.1016/j.jhtm.2022.11.003.
49. Lyu J, Khan A, Bibi S, et al. Big data in action: An overview of big data studies in tourism and hospitality literature. Journal of Hospitality and Tourism Management 2022; 51: 346–360. doi: 10.1016/j.jhtm.2022.03.014.
50. Mousavian S, Miah SJ, Zhong Y. A design concept of big data analytics model for managers in hospitality industries. Personal and Ubiquitous Computing 2023; 1: 847. doi: 10.1007/s00779-023-01714-3.
51. Ban HJ, Choi H, Choi EK, et al. Investigating key attributes in experience and satisfaction of hotel customer using online review data. Sustainability 2019; 11(23): 6570–6583. doi: 10.3390/su11236570.
52. Dang S, Ahmad PH. Text mining: Techniques and its application. International Journal of Engineering & Technology Innovations 2014; 1(4): 22–25.
53. Ban HJ, Kim HS. Understanding customer experience and satisfaction through airline passengers’ online review. Sustainability 2019; 11(15): 4066–4083. doi: 10.3390/su11154066.
54. Qi S, Chen N. Understanding Macao’s destination image through user-generated content. Journal of China Tourism Research 2019; 15(4): 503–519. doi: 10.1080/19388160.2019.1577199.
55. Drieger P. Semantic network analysis as a method for visual text analytics. Procedia-social and Behavioral Sciences 2013; 79: 4–17. doi: 10.1016/j.sbspro.2013.05.053.
56. Artz D, Gil Y. A survey of trust in computer science and the semantic web. Journal of Web Semantics 2007; 5(2): 58–71. doi: 10.1016/j.websem.2007.03.002.
57. Tao S, Kim HS. Cruising in Asia: What can we dig from online cruiser reviews to understand their experience and satisfaction. Asia Pacific Journal of Tourism Research 2019; 24(6): 514–528. doi: 10.1080/10941665.2019.1591473.
58. Shadiyar A, Ban HJ, Kim HS. Extracting key drivers of air passenger’s experience and satisfaction through online review analysis. Sustainability 2020; 12(21): 9188–9208. doi: 10.3390/su12219188.
59. Roy G. Travelers’ online review on hotel performance: Analyzing facts with the theory of lodging and sentiment analysis. International Journal of Hospitality Management 2023; 111: 103459–103473. doi: 10.1016/j.ijhm.2023.103459.
60. Wang J, Dagvadorj A, Kim HS. Research trends of human resources management in hotel industry: Evidence from South Korea by semantic network analysis. Culinary Science & Hospitality Research 2021; 27(9): 68–78. doi: 10.20878/cshr.2021.27.9.007.
61. Kim HS, Noh Y. Elicitation of design factors through big data analysis of online customer reviews for washing machines. Journal of Mechanical Science and Technology 2019; 33(6): 2785–2795.
62. Soligo M, Abarbanel B. Theme and authenticity: Experiencing heritage at the Venetian. International Hospitality Review 2020; 34(2): 153–172. doi: 10.1108/IHR-03-2020-0008.
63. Suh E, Lucas AF. Estimating the impact of showroom entertainment on the gaming volumes of Las Vegas hotel-casinos. International Journal of Hospitality Management 2011; 30(1): 103–111. doi: 10.1016/j.ijhm.2010.03.009.
64. Yang Y, Mao Z, Tang J. Understanding guest satisfaction with urban hotel location. Journal of Travel Research 2018; 57(2): 243–259. doi: 10.1177/0047287517691153.
65. Wang J, Xia L. Revenge travel: Nostalgia and desire for leisure travel post COVID-19. Journal of Travel & Tourism Marketing 2021; 38(9): 935–955. doi: 10.1080/10548408.2021.2006858.
66. Rodríguez-Antón JM, Alonso-Almeida MM. COVID-19 impacts and recovery strategies: The case of the hospitality industry in Spain. Sustainability 2020; 12(20): 8599–8616. doi: 10.3390/su12208599.
67. Wang J, Ban HJ, Kim HS. Big data and sustainability in the tourism industry. Sustainability 2022; 14(13): 7697. doi: 10.3390/su14137697.
DOI: https://doi.org/10.18063/esp.v8.i1.1517
(871 Abstract Views, 398 PDF Downloads)
Refbacks
- There are currently no refbacks.
Copyright (c) 2023 Mengying Tang, Xiaobin Zhang, Jue Wang, Hak-Seon Kim
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.