Search Results (55)

This study addresses a pivotal strategic issue in hospitality e-commerce: how hotels can optimize cooperation with heterogeneous online travel agencies (OTAs). Moving beyond the conventional question of whether to cooperate, we investigate the interrelated decisions of which OTA type to partner with (quality-focused vs. price-focused) and which business model to adopt (merchant vs. agency). We develop a game-theoretic model that incorporates key e-commerce factors, including hotel capacity constraints, cross-channel spillover effects, and differential consumer acceptance of OTA types. Our analysis yields a contingent decision framework. We demonstrate that OTA cooperation becomes beneficial only when a hotel’s room capacity exceeds its direct-channel demand. The optimal strategy evolves with capacity: hotels with moderate capacity should partner with a single OTA type—predominantly the quality-focused one—while larger hotels should engage both types to maximize market coverage. In terms of business models, smaller hotels benefit from the risk-shifting merchant model, whereas larger hotels capture higher margins through the agency model. A key finding is the general superiority of a differentiated approach: applying the agency model to quality-focused OTAs and the merchant model to price-focused OTAs. This research provides a structured analytical framework to guide hotel managers in crafting e-commerce platform strategies and offers scholars a foundation for further inquiry into platform competition and contract design in digital marketplaces. Full article

This study empirically examines how organizational learning influences problem-solving competency and organizational effectiveness in the context of online travel agencies (OTAs) and tests the moderating role of digital empowerment. Using agency lists registered under Korea’s Tourism Promotion Act, we employed stratified sampling by region and simple random sampling within strata. Data collection was commissioned by the Tourism/Leisure HRD Council. A survey was carried out from 2 to 19 June 2025; of the 210 questionnaires returned, 204 valid responses were analyzed. Measures were adapted from prior studies on a five-point Likert scale. Analyses conducted in SPSS 27.0 included descriptive statistics, exploratory factor analysis (EFA), reliability testing (Cronbach’s α), correlation analysis, and simple and hierarchical regressions. The results indicate that (1) organizational learning has a significant positive effect on problem-solving competency (β = 0.541, p < 0.001, R² = 0.293); (2) organizational learning positively affects organizational effectiveness (β = 0.436, p < 0.001, R² = 0.190); and (3) problem-solving competency positively influences organizational effectiveness (β = 0.624, p < 0.001, R² = 0.389). Regarding moderation, digital empowerment did not significantly moderate the organizational learning → problem-solving link but did significantly moderate the organizational learning → organizational effectiveness relationship (p < 0.05), suggesting that digital empowerment enhances the conversion efficiency of learning into performance. Theoretically, this study substantiates the learning–problem-solving–performance mechanism in a service/tourism setting and identifies digital empowerment as a catalytic moderator that strengthens the translation of learning into organizational outcomes. Practically, the findings imply that OTAs can amplify organizational effectiveness by building digital empowerment structures—data-driven decision systems, process automation, and real-time customer-response capabilities—which enable learned knowledge to materialize into performance. Future research should incorporate digital maturity, leadership, customer orientation, and related variables into extended models. Full article

The rise in social media has transformed Online Travel Agencies (OTAs) into platforms where users actively share their experiences and opinions. However, conventional opinion mining approaches often fail to capture nuanced emotional expressions or connect them to user influence. To address this gap, this study introduces an ontology-driven opinion mining framework that integrates multi-class emotion classification, aspect-based analysis, and influence modeling using Indonesian-language discussions from the social media platform X. The framework combines an OTA-specific ontology that formally represents service aspects such as booking support, financial, platform experience, and event with fine-tuned IndoBERT for emotion recognition and sentiment polarity detection, and Social Network Analysis (SNA) enhanced by entropy weighting and TOPSIS to quantify and rank user influence. The results show that the fine-tuned IndoBERT performs strongly with respect to identification and sentiment polarity detection, with moderate results for multi-class emotion classification. Emotion labels enrich the ontology by linking user opinions to their affective context, enabling the deeper interpretation of customer experiences and service-related issues. The influence analysis further reveals that structural network properties, particularly betweenness, closeness, and eigenvector centrality, serve as the primary determinants of user influence, while engagement indicators act as discriminative amplifiers that highlight users whose content attains high visibility. Overall, the proposed framework offers a comprehensive and interpretable approach to understanding public perception in Indonesian-language OTA discussions. It advances opinion mining for low-resource languages by bridging semantic ontology modeling, emotional understanding, and influence analysis, while providing practical insights for OTAs to enhance service responsiveness, manage emotional engagement, and strengthen digital communication strategies. Full article

Online paid advertising is a dynamic form of online marketing that requires precision and a quick response to market changes. Automated tools are used to greatly simplify the process of creating and managing Pay-Per-Click (PPC) campaigns. The purpose of this research is to evaluate the impact of implementing an automated PPC management tool (Dotidot) on campaign performance in a travel agency compared with standard Google Ads campaigns. A structured multi-criteria procedure is first applied to select the most suitable tool for the Czech and Slovak markets. The core contribution of the paper is the observational case study of Dotidot and its performance comparison. The subject of the research is a comparative analysis of three PPC automated tools: Conviu, Dotidot, and BlueWinston. The significance of this topic lies in highlighting the relatively new possibilities of digital marketing and choosing the right tool for using automation. This research can also stimulate other researchers in this field and expand knowledge. The analysis is carried out using the method of systematic comparison based on established criteria, the result of which is a recommendation of the preferred tool and a brief discussion of its implementation options. The analyzed tools are used mainly on the Czech and Slovak markets and are oriented towards e-commerce (electronic commerce). In addition to e-commerce, a case study of the use of digital promotion in sports organizations is also presented. The research results in a systematic comparison of Conviu, Dotidot, and BlueWinston tools according to predefined criteria. The research also includes a brief discussion on the possibilities of implementing the recommended tool in practice, as well as an assessment of its benefits and limitations. Full article

The tourism industry is currently experiencing a substantial digital transformation, with Online Travel Agencies (OTAs) committed to integrating innovations such as artificial intelligence (AI) in order to enhance service delivery and personalize user experiences. This study investigates the relationship between the utilization of AI and the technical quality scores of tourism websites, aiming to identify significant associations and variances in the critical conversion phase. An exploratory research design is employed to evaluate the technical quality of three prominent international tourism websites, i.e., Booking.com, Airbnb.com, and Tripadvisor.com. The investigation uses Google Lighthouse, with Performance, Accessibility, Best Practices, and Search Engine Optimization (SEO) as variables analyzed across both desktop and mobile versions, as well as on pages with and without AI functionality. Data analysis is performed using JASP (version 0.19.3), including linear regression analysis to quantify the predictive relationship. The analysis confirms that the Performance variable is the most sensitive to the influence of AI. AI integration demonstrates a significant positive influence on the Performance score of travel websites. The regression model indicates that AI usage explains 78.9% of the variation in the Performance score (${\mathrm{R}}^2$ = 0.789, p < 0.001), indicating a substantial correlation with technical sustainability. Nevertheless, there remains an ongoing necessity for optimization, particularly with regard to the enhancement of overall performance and improvement of scores for mobile devices. The study acknowledges certain limitations related to the sample size of AI applications and the accessibility of specific AI versions in particular geographic regions. Full article

This study examines the descriptive trajectories through which service innovation is associated with customer exit dynamics after service failures, drawing on a three-wave panel of 532 online travel agency users and employing partial least squares structural equation modeling with predictive assessment. We analyze how innovation is associated with switching intentions via brand hate and brand distrust over time. Results reveal distinct temporal patterns: service innovation is linked to consistent reductions in both hate and distrust, yet only hate emerges as a salient mediator whose marginal association with switching intensifies over time. In contrast, distrust, although mitigated by innovation, remains relatively stable and behaviorally inert. Rather than asserting a causal explanation, we document temporal associations—labelled here as a “dilution effect”—to indicate that innovation coincides with weakening negative emotions but only partial attenuation of their behavioral correlates. By distinguishing between the fading but influential role of hate and the persistent yet inert nature of distrust, this study clarifies differentiated pathways through which negative states coincide with customer exit. For managers, the results highlight the need for staged innovation strategies to dissipate hate, complemented by long-term trust-repair initiatives to address enduring distrust and reduce customer churn. Full article

This paper develops a dual-channel environmental hotel supply chain equilibrium model to investigate the impact of mergers and acquisitions (M&A), decision makers’ altruistic preferences, and consumers’ low-carbon preferences under demand uncertainty. The model incorporates hotels, online travel agency (OTA) platforms, and demand markets and captures interactions under both the merchant and agency models. Variational inequalities are employed to describe interdependent decision-making behaviors, and the projection gradient algorithm is used to obtain equilibrium solutions. The numerical analysis reveals that sustainability factors directly affect the profitability of both hotels and OTAs. Under the agency model, higher commission rates reduce hotel profits while significantly increasing OTA gains. When comparing the merchant and agency models without M&A, the merchant model yields higher hotel profits, whereas the agency model favors OTAs. Furthermore, when M&A is combined with altruistic preferences, the utility of hotels and OTAs under the agency model reaches the highest level, while M&A offers limited advantages for OTAs. Overall, the findings highlight that sustainability factors, altruistic preferences, and M&A jointly interact with merchant and agency governance structures to shape profitability and utility. These results provide theoretical insights and managerial implications for developing resilient, cooperative, and low-carbon hotel supply chains under demand uncertainty. Full article

Online travel agencies (OTAs) function as e-commerce platforms that facilitate transactions between accommodation providers and consumers, enabling users to efficiently search for, compare, and book travel and lodging services. As the number of OTAs continues to grow, delivering superior service quality has become essential for increasing customer repurchase intentions. Despite its significance, existing research has primarily focused on factors such as website quality, pricing strategies, brand image, and perceived value as determinants of repurchase intention. However, relatively little attention has been paid to the alignment between online information disclosure and customers’ actual offline experiences. To address this gap, the present study introduces the concept of the information disclosure gap and examines its effects on search cost, customer satisfaction, and trust, as well as the subsequent influence of these variables on repurchase intention. A questionnaire-based survey method was conducted with individuals in Taiwan who had prior experience using OTAs, yielding 365 valid responses. This study offers practical insights and recommendations for both OTAs and accommodation providers aimed at reducing the information disclosure gap and strengthening customer repurchase intention. Full article

The role of public housing in improving wellbeing for tenants and society is an important public policy issue. Public housing tenants in Aotearoa New Zealand have constrained incomes and their mode of transport has implications for their budgets, their wellbeing, and carbon emissions. Tenants’ daily life choices and wellbeing are influenced by the set of transport options available to them and the constraints and opportunities these options entail. What is important for wellbeing is also dependent on culture. Little is known, however, about the specific influences of transport on the wellbeing of public housing tenants and how that is mediated by the culture of particular groups, particularly Māori and Pacific people, who make up the majority of people in public housing in Aotearoa. In this article we review the literature on public housing, transport, and wellbeing, to establish what is known about how transport, and the access it affords, influence the wellbeing of public housing tenants. We searched Scopus and Web of Science for academic journal articles, published in English and available online, about public housing tenant wellbeing with regard to the transportation and location characteristics of public housing. We found that creating highly accessible public housing developments with options of various modes of travel is important for the wellbeing of tenants. We also found that understanding the specific needs and preferences of tenants, ensuring tenants have agency over how they travel, and engaging with tenants during transport decision-making are particularly important and often under-recognised for people in public housing. Finally, we identified substantial gaps in the literature around understanding transport needs and experiences from Māori and Pacific perspectives, emphasising the importance of including indigenous and ethnic minority views in future research. Full article

Despite free access to complete information regarding hotel quality and reference prices, consumers perceive significant price differences across different online platforms. We explore how perceived price dispersion on online travel agency platforms influences consumer purchase intention through mental account theory and propose a psychological mechanism explaining why consumers may tolerate and even embrace price discrepancies. Study 1 employs a scenario-based experiment that manipulates differing levels of price dispersion for the same hotel booking, demonstrating that higher PPD significantly amplifies perceived transaction utility and, in turn, acquisition utility. Study 2 corroborates these findings through an online survey with judgment sampling, highlighting that consumers—despite access to comprehensive OTA information—are often motivated, rather than deterred, by price discrepancies; multiple variable combinations were tested to ensure robust findings. This study challenges traditional marketing theories suggesting that price dispersion signals market unfairness and reduces consumers’ purchasing intention; instead, it mentally stimulates consumers. This perception enhances transaction and acquisition utility, positively impacting purchase intention. We also offer a robust model for mechanism study and provide insights for leveraging price dispersion as a cost-less promotional strategy, potentially increasing consumer engagement without additional marketing expenditure. We contribute to the literature by integrating the mental account theory into the context of online marketplaces and developing a price dispersion model with psychological utility in the consumer decision-making process. Full article

Customers’ intentions to avoid a product or service tend to be dynamic. Thus, this study aims to explore the influence of trajectory changes in customers’ avoidance after service recovery on relationship strength, negative word-of-mouth (WOM) intentions, and revisit intentions. Using a longitudinal approach with three-month lag intervals, we implement a latent growth model analysis to test our proposed hypotheses. Our findings demonstrate that customers’ desire to engage in avoidance after a service failure evolves, but its impact wanes. As avoidance decreases, negative WOM intentions likewise decline, and intentions to revisit a firm (which, in this study, is a travel agency) increase, thereby attenuating an avoidance-becomes-defection effect over time. Meanwhile, relationship strength initially grows but then weakens after service recovery. In contrast, negative WOM intentions slightly decrease from the early to mid-stage, followed by an increase in the late stage. Furthermore, relationship strength does not affect negative WOM or revisit intentions at the subsequent service recovery phase. Our findings offer innovative insights into upgrading customer avoidance perspectives regarding service recovery. We also present managerial implications regarding service recovery and customer relationship strategies that vary over time. Full article

The paper serves to discuss the evolution of platform business models in tourism, the dynamics of market concentration, and regulatory interventions. We present the historical timeline of digitalization in tourism distribution models, starting from the Global Distribution Systems (GDS), and continuing with Online Travel Agencies (OTAs) and their market concentration in the duopoly of Expedia Group versus Booking Holdings Group. We continue to discuss the slow, yet uncertain, breaking of the global duopoly in the travel platforms market. On the one hand, the duopoly is challenged from the “bottom up”, where Airbnb is the most successful example, riding on the wave of popularity of the ideals of the “sharing economy” and the aftermaths of the 2008 global financial crisis. On the other hand, the duopoly is challenged from the “top down”—the most powerful digital players have started to extend their operations to tourism. The second section of the paper identifies three current areas of platformization in tourism operations—distribution, promotion and HRM. We analyze available industry and public statistics indicators in Europe for each of the three dimensions. Finally, we discuss the regulatory responses to the market concentration of travel distribution platforms. Although the challenge of market concentration is a global issue, and the threats are the same in many countries, we limit the discussion of regulation to the European context. In conclusion we discuss the possibilities of future development, and point to the threat of the further acceleration and interconnection of platformization and market concentration in the travel business. Full article

Adopting advanced e-commerce practices is essential for enhancing user engagement and business performance, particularly in tourism. This study evaluates the e-commerce adoption of Kazakhstan’s tourism websites using an innovative Integrated Multi-Criteria Decision Analysis (IMCDA) methodology. Traditional evaluation methods overlook the interplay between website functionality, user experience, and strategic objectives. To address this gap, the IMCDA framework integrates qualitative and quantitative approaches by combining advanced Multi-Criteria Decision-Making (MCDM) techniques, including SPOTIS, ESP-COMET, RANCOM, and SITW, with content analysis and logistic regression. The study assessed 77 tourism websites, categorized into Online Travel Agencies (OTAs), Official Tourism Websites (OTWs), and Attraction Websites (AWs), based on 34 e-commerce features grouped into dimensions such as product information, functionality, reservations, payment systems, and customer relationship management (CRM). The findings reveal that OTAs significantly outperform OTWs and AWs in most dimensions, especially in online booking and CRM functionalities. At the same time, AWs lag in key e-commerce features like reservations and payment systems. This research highlights critical gaps in Kazakhstan’s tourism e-commerce ecosystem. It provides actionable recommendations, including enhancing CRM tools, integrating advanced booking systems, and leveraging collaborations with local financial technology providers like Kaspi Pay. The IMCDA framework offers a robust, adaptable evaluation model with practical implications for digital transformation and competitiveness in the tourism industry. This study contributes to advancing digital maturity in Kazakhstan’s tourism sector by addressing these gaps. It sets the foundation for future research to explore innovative strategies in e-commerce adoption across various regions and industries. Full article

This research aims to examine the underlying motivations across generations to engage in the growing trend of Chinese people incorporating traditional Chinese ethnic clothing into their travel photography. As globalization continues to reshape cultural identities, individuals seek ways to connect with their heritage and express their cultural pride. This study delves into the factors that drive Chinese travelers to embrace traditional Chinese ethnic clothing as a means of self-expression and cultural representation. Data were collected through an online survey that was distributed to a diverse sample of Chinese travelers, capturing their perspectives on the significance of traditional Chinese ethnic clothing in travel photography. The findings indicate that there are differing motivations across generations and that a desire for cultural connectivity plays a moderating role in the relationship between different generations and their level of interest in traditional costume photo tourism. By understanding these motivations, travel agencies, photographers, and cultural organizations can better cater to the evolving needs and desires of Chinese travelers. Additionally, this study contributes to the broader discourse on cultural identity and globalization, illustrating the ways in which individuals negotiate their sense of self in an interconnected world. Full article

The hospitality business model has undergone profound changes influenced by successive waves of technological advances and platforms. This paper explores how different waves of technologies and platforms are shaping the evolution of the hospitality business model. Employing a systematic literature review, this research analyzes how platform innovation has driven significant shifts in the industry. The analysis yielded four key findings. Firstly, the incorporation of digital technologies resulted in a radical transformation of conventional business models, prompting substantial alterations in marketing strategies, distribution processes, and consumer behavior patterns. Secondly, the industry has undergone five significant technological revolutions, evolving from steam-powered transportation to the integration of artificial intelligence (AI) and the Internet of Things (IoT), thereby driving a shift towards innovation-centric business models. Thirdly, the advent of digital platforms, most notably online travel agencies (OTAs), posed a challenge to traditional hospitality models by introducing personalized experiences and disrupting established market norms. While digital platforms offer advantages such as enhanced convenience and customization, they also present challenges, including intensified competition and declining profit margins. Nonetheless, technological advancements such as AI, virtual reality (VR), and augmented reality (AR) present a potential avenue for redefining value propositions and enhancing customer experiences. Fourth, the future of the hospitality business model is poised for further disruption, influenced by the emergence of new virtual platforms and services. This could potentially result in a reshaping of the industry’s value chain and value proposition. Full article