Index

Abstract

Citation (2023), "Index", Rialti, R., Kvítková, Z. and Makovník, T. (Ed.) Online Reputation Management in Destination and Hospitality, Emerald Publishing Limited, Bingley, pp. 237-241. https://doi.org/10.1108/978-1-80382-375-120231013 Publisher: Emerald Publishing Limited Copyright © 2023 Riccardo Rialti, Zuzana Kvítková and Tomáš Makovník. Published under exclusive licence by Emerald Publishing Limited INDEX American Express Global Business Travel, 99 Antico Palazzo dei Vescovi , 156 Assessment of changes in company’s ratings and rankings over time (ARR), 221–222 Assessment of Web Convergence (AWC), 222 Attitudes, 216–217 Attributes, 216–217 Benefits, 216–217 Big Data, 82–83 Big Data Analytics (BDA), 73–74 Big Five Model, 34 Brand, 93 alignment in tourism studies, 222 associations, 216 communication, 226–227 equity, 216–217 identity, 214, 216, 218 image, 216–218 loyalty, 93 management, 153 reputation, 214–215 Brand association coverage (BAC), 224–225 Brandsome. fi, 168 Bridging management via 4. 0 technology, 114–116 Carlson Wagonlit Travel (CWT), 99 Carrying capacity, 201–202 Case study of museums, 154 Catastrophic losses, 113 Cognitive alignment, 225–226 Cognitive disalignment, 226 Communication, 92, 176–177 of spa enterprises on social networks, 183–185 of spa enterprises on website, 179–183 Comparison with industry competitors (CIC), 221–222 Compass Airlines, 116–117 Constituent Likelihood Automatic Word Tagging System (CLAWS4), 224 Consumer behavior, 30 shift and impact on online reputation management, 136–138 Consumer brand associations alignment (CBAA), 224–225 emerging effects of combining indicators, 225–227 Consumer brand associations matching (CBAM), 224–225 Consumer brand knowledge, 216 Consumption, 6–7 Conversation Prism 5. 0, 13 Coronavirus pandemic, 117 Corporate reputation and effects on companies, 53–56 of tourism companies, 58–59 COVID-19 changes in tourists’ behavior, 133–136 economy impact, 132–133 pandemic, 52 pandemic on reading reviews, 138–145 and tourism, 132–138 Credibility, 12–13 Cultural heritage, 152 Data analysis, 60, 169 Data collection, 59–60, 168–169 Data limitations, 169 Data overview, 203–204 Decision-making process, 31 Density of visitors, 201–202 Destination, 9 choice, 118–121 hygiene and safety, 136 managers, 73–74 Destination management companies (DMC), 94, 99 Determination of publication reach and readership (DPR), 221–222 Digital channels, 52 Digital entrepreneurial ecosystem (DEE), 79–80 and dynamic capabilities, 80–81 Digital marketing, 112 Digital technology, 79–80 Digital-based research proposal, 223–225 Digitalization, 80–81, 159 Directly via messages (DM), 184 Distribution chain, tourism intermediaries and role in, 94–99 Distribution channels, 136 Dynamic capabilities theory, 80–81 Economy and tourism, 132–133 Electronic word-of-mouth (eWOM), 4, 13–14, 29–30, 52, 93, 165, 168 factors influencing contribution of eWOM and motivation, 41–43 and impact on consumer behavior in tourism, 34–41 methodology, 30–31 prevalent characteristics of examined eWOM studies, 31–34 results, 31–43 Empowerment, 76–78 Entrepreneurs, 78–79 Entrepreneurship and digital technology, 79–80 in tourism, 78–79 European Union Directive (EU Directive), 95–96 Evaluations, 219–221 Expedia, 32 Facebook, 100, 168, 183 Fake reviews, 15 Finland, social media usage in, 167–168 Finnish DMOs, 168 Flybe Airlines, 116–117 Frequency of responses, 11 Friendly relationship, 122 Functional quality, 7 Global Distribution Systems (GDS), 97 Google, 100 Healthcare services, 122 Hierarchy of Effects model (HOE model), 55–56 Holidays, 95 Horizontal cognitive alignment, 226 Hospitality, 112, 115, 164 hospitality 4.0, 123 social media in, 164–165 Hotel’s reputation measurement model (HREPM), 221–222 Identification of the reputation landscape (IRL), 221–222 Image, 92 Increasing reputational scores (IRS), 221–222 Industry 4.0, 112 adoption of 4.0 technologies, 122–123 findings, 118–123 literature review, 114–117 pre-and post-coronavirus and tourism, 123–124 research methodology, 117–118 technologies, 113 Information Acquisition Model (IAM), 34 Information Communication Technologies (ICTs), 97, 214 Innovation, 159 Instagram, 100, 168, 184 Institut National d’histoire de l’art (INHA), 156 Institut national du Patrimoine (INP), 156 Intermediaries companies, 92 different platforms for reputation from intermediaries’ perspective, 100–101 roles of intermediaries in online reputation creation in tourism ecosystem, 101–104 specifics of online reputation management of, 104–105 Internet, 77 Internet marketing communication, 177 data and methods, 178–179 literature review, 176–178 results, 179–189 Interpretivism, 117 Joint topic/sentiment model (JST model), 60 Latent Dirichlet Allocation (LDA), 60 Latent semantic analysis, 60 Length of response, 11 Linguistic clues, 14–15 Linked Travel Arrangement, 95–96 Manipulation strategies, 14–15 Mass customization, 115 Mass media, 6 Media relations, 6 Meeting/Incentives/Conventions–Congresses/Events–Exhibitions (MICE), 99 Metric analysis, 203–204 Museums, 152 literature review, 153–154 management, 208–209 method, 154–155 results, 155–159 Negative online reviews, 10 Netnography, 218 Offline brand studies, 217–218 Online Brand Reputation (OBR), 214–216 measurements, 225–227 in tourism studies, 219–222 Online corporate reputation, 56–58 Online evaluations, 5–6 Online reputation (see also Corporate reputation), 165, 214 and empowerment, 76–78 importance of online reputation in tourism, 7–9 issues, 3–7 strategies in online reputation management and factors influencing effectiveness, 9–15 Online reputation management (ORM), 73–76, 93, 112–113, 176, 221 consumer behavior shift and impact on, 136–138 different platforms for reputation from intermediaries’ perspective, 100–101 roles of intermediaries in online reputation creation in tourism ecosystem, 101–104 specifics of online reputation management of intermediaries, 104–105 technologies and, 82–83 tools, 176 tourism companies’ reputation, 92–94 tourism intermediaries and role in distribution chain, 94–99 Online reviews, 10 contributors, 5–6 Online travel agencies (OTA), 52, 97–98 Overcrowding in tourist destinations, 201–202 Overpopulated destinations, avoidance of, 136 Overtourism, 136 Package Travel, 95–96 Palazzo Buontalenti , 156 Palazzo de’ Rossi , 155–156 Palazzo Sozzifanti (see Palazzo Buontalenti) Participation, 6–7 Perceived credibility, 12–13 Perceived quality, 7 Pistoia Museums, 154–156 Positive online reviews, 10 Positive reviews, 75–76 Post-COVID tourism, 116–117, 123–124 Pre-COVID tourism, 116–117, 123–124 Principal Component Analysis (PCA), 204 Production, 6–7 Professional congress organizers (PCO), 94, 99 Public relations (PR), 6 Reliability, 121 Reputation, 4–6, 92–93, 152, 214 management, 74–75, 92–93, 153 strategies and tools to improve, 156–159 Reputators, 215–216 Retweet (RT), 199 Review of ranking methodologies (RRM), 221–222 Reviews, 29–30, 179, 183, 219, 221 Risk management, 134 San Salvatore Church of 979, 156 Sentiment analysis, 198–199 Sentiment analysis scores (SAS), 203–204 Service delivery, 134–135 Service quality, 7 Shelter-in-place orders, 116–117 Slovakia, importance and management of reviews in online reputation of selected spa enterprises in, 185–189 Small museums (SMs), 152–154 platforms, 154 Snapchat, 168 Social distance rules, 116–117 Social listening, 7 Social media, 6–7, 164, 214–215 companies, 93 issues of social media use in travel planning process, 166 marketing, 165 research design, 168–169 research findings, 169–171 tools, 13 in tourism and hospitality, 164–165 usage in Finland, 167–168 Spa tourism enterprises, 176–178 Spearman correlation coefficient, 139 Speed of responses, 11 Strategic planning, 121–122 Technical quality, 7 Thematic analysis, 118 Tour operators, 95–97 Tourism, 73 entrepreneurship in, 78–79 flow management, 200 implication, limitation, and suggestion for future research, 84 importance of online reputation in, 7–9 intermediaries and role in distribution chain, 94–99 online reputation and empowerment, 76–78 online reputation management, 75–76 reputation management, 74–75 social media in, 164–165 Tourism 4.0 technologies, 123 Tourism academics, 202 Tourism businesses, 81 Tourism companies reputation, 92–94 aim and methodology, 94 Tourism destination, 29–31, 112 managers, 83 Tourist pressure, 198 influence of tourism pressure on online reputation of destinations, 200–201 Tourists-based proximity preferences, 114 Tourists’ behavior, changes in, 133–136 Trans States Airlines, 116–117 Transportation patterns, 135 Travel, 95 agent/agency, 98 decision process, 166 issues of social media use in travel planning process, 166 restrictions, 116–117 Travel management company (TMC), 95, 99 Travelers’ behavior, 52 findings, 60–64 limitations and future research, 66–67 managerial implications, 66 methodology, 59–60 research questions, 59 theoretical background, 53–59 theoretical contribution, 65–66 TripAdvisor, 14–15, 32, 93, 100–103 Twitter, 199 Twitter Vigilance tool, 203–204 Uffizi Gallery, 198 data overview and metric analysis, 203–204 literature review and hypotheses development, 200–203 verification of hypotheses, 204–208 User-generated content (UGC), 6–7, 13, 56–57, 75, 165, 198–199, 217–218 initiatives, 77 Vertical cognitive alignment, 226 Virgin Airlines, 116–117 Visitor satisfaction and destinations’ online reputations, 202–203 Visitors engagement, 152 Web 2.0 technology, 5–6, 75–76 Word-of-mouth (WOM), 4–5, 55–56, 214–215 Xenophobia, 116–117 Yelp, 32, 93 You-Tube, 168, 184–185 Book Chapters Prelims I Introduction Chapter 1 Online Reputation Management in Tourism: Emerging Themes, Theories, Problems, and Solutions II Determinants of Online Reputation in Tourism Chapter 2 The Electronic Word-of-Mouth (eWOM) Focusing Studies on Tourism Research Chapter 3 How Have Travelers' Needs Evolved Because of the COVID-19 Pandemic? Corporate Reputation Building in Tourism Industry on Digital Platforms Chapter 4 Big Data and Online Reputation Management in Tourism: Leveraging the Role of Entrepreneurship Chapter 5 Specifics of Online Reputation Management of Hotel Services Intermediaries and Their Role in Reputation Creation Chapter 6 Global Impacts of Online Reputation Management of Pre- and Post-Coronavirus Pandemic: Comparative Analysis in Context of Industry 4.0 Chapter 7 Factors Affecting the Tourists' Approach to Health and Safety Information in Reviews During the COVID-19 Pandemic III Online Reputation Management Strategies Chapter 8 How to Boost Reputation in Growing Museums? Evidence From an Italian Case Chapter 9 Relevance of Social Media Management in Online Reputation Building in Tourism and Hospitality: Case of Finland Chapter 10 Reviews on the Internet Marketing Communication of the SPA Tourism Enterprises in Slovakia IV Instruments to Improve ORM in Destination Management Chapter 11 Does Tourist Pressure Influence the Online Reputation of a Tourist Attraction? Empirical Evidence From the Uffizi Gallery Chapter 12 Triangulating Online Brand Reputation, Brand Image, and Brand Identity: An Interdisciplinary Research Approach to Design the Pathways of Online Branding Strategies in Luxury Hospitality Index