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All Journal Journal of Indonesian Tourism and Development Studies Journal of Tourism, Culinary, and Entrepreneurship (JTCE)
Chao, Han
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Agriculture, Biological Sciences & Forestry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

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THE ANTECEDENTS OF ELECTRONIC WORD OF MOUTH RESPONSES IN HOTEL EXPERIENCE EVALUATION Rashid, Basri; Chao, Han; Nor Azam, Nor Rabiatul Adawiyah
Bahasa Indonesia Vol 1 No 2 (2021): OCTOBER 2021
Publisher : School of Tourism, Universitas Ciputra Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37715/jtce.v1i2.2238

Abstract

In today’s digital information era, it is common for hotels guests to share their visit experience to their acquaintances or public online especially on popular social media platforms. Hence, reviews and experience sharing have moved from the traditional words of mouth to the electronic word of mouth (eWOM). This paper aims to develop and propose a testable research framework for assessing hotel guests’ experience and their eWOM responses. Methodically, desk research was carried out by conducting an exhaustive review of past literature to establish a theoretical understanding of hotel experience assessments and to determine the variables and their measurements. Meaningful encounters with the hotel’s products and services are summed up as consumption experience in the forms of perceived value and satisfaction. This cumulative experience may entice the guests to upload their responses on digital platforms. Theoretically, the proposed framework reduces the gaps related to the formulation of research constructs for hotel visit experience assessment. Practically, this paper offers hotel operators a testable framework that can guide them in the development of survey materials in order to gain a comprehensive understanding about their guests visit experience assessment and their electronic word-of-mouth response.
Conceptualisation of Hotel Guest Experience Assessment Process and Electronic Words of Mouth Chao, Han; Rashid, Basri
Journal of Indonesian Tourism and Development Studies Vol. 8 No. 2 (2020)
Publisher : Graduate School, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jitode.2020.008.02.01

Abstract

The success of a hotel depends on the guests' interpretation and reviews of their visit experience. Guests who perceived their visit experience as worthiness and satisfactory would circulate their experience to their acquaintances. In today's information based era, their visit experience can be widely circulated through electronic word of mouth (e-wom) such as the social media. This paper aims to construct a research framework to study hotel guests experience responses as the result from their encounters with the hotel's products and services during their stay. Unforgettable encounters would influence the guests' future behaviour, starting with their commitment and eventually translated into reaction in the forms of electronic word of mouth responses. Methodically, an exhaustive review of the literature was carried out to establish a theoretical underpinning of hotel guests experience assessment process and their future responses. Perceived value and satisfaction are deemed as important measurements in the initial stage of the hotel guest visit experience outcomes. In line with the current information technology trends, the guests are expected to use electronic word of mouth to disseminate their visit outcomes. Academically, the study framework reduces the gaps related to the formulation of research constructs for hotel visit experience assessment. It is assertive that this paper would be practically beneficial to hotel operators or relevant stakeholders in order to gain a comprehensive understanding about hotel guests' visit experience responses and their future behaviour, including the electronic word-of-mouth response. Keywords: Commitment, electric word-of-mouth, hotel, perceived value, post visit responses, satisfaction.
Co-Authors Basri Rashid, Basri Nor Azam, Nor Rabiatul Adawiyah