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The complexity underlying the destination decision-making of tourists has prompted abundant research from various academic disciplines. This paper proposes the integration of the leisure tourists’ past reference experience into a model for long-haul destination choice. By analyzing the preference of tourists regarding various attributes of a tourist destination, this study consolidates the concept of reference-dependent behavior in the context of tourist destination choice and introduces the concept of reference-level bias. The research findings provide theoretical and managerial implications.

Tourists visiting gambling destinations are likely to participate, to some or to a great extent, in gambling activities. Therefore, their gambling experience contributes to the evaluation of their experience at the destination. This study investigates the effect of gambling results on the overall satisfaction and loyalty of 7431 tourists visiting Macao by estimating a set of ordered probit models. The results indicate an asymmetric effect on the overall satisfaction: the negative effect of a losing outcome outweighs the positive effect of a winning outcome. Both winning and losing gambling outcomes have a positive and similar effect on the likelihood to recommend the destination, and the likelihood to revisit is affected in a positive way only by a winning outcome. The main determinants of tourist satisfaction and loyalty are further verified and the influence of tourist profile variables is also explored. Theoretical and managerial implications are outlined based on the results.

Hospitality is a field in which guests’ specific needs and wants should always be given serious consideration by hoteliers. Putting the guest at the centre of all business efforts contributes to generating customer value and enhancing a firm’s competitiveness. Being customer-centric is paramount for hospitality establishments to create and sustain superior customer value. However, there is scant evidence in hospitality marketing literature of a clear understanding of the customer-centricity concept or of the possible effects of its implementation. Using a mixed-methods multiple case study approach, this research studies two different properties that, to some extent, are already engaged in customer-centricity practices through the use of advanced Customer Relationship Manager software. Results clearly show an increase in customer ratings, leading to possible profit implications; a cultural shift within the organizations studied connected with the customer-centricity phenomenon has also been reported.

International long-haul travel represents a distinct market segment with great potential. Yet, empirical studies on the stopover destination visits are limited. The current research is based on a web survey conducted among residents in the United States, the United Kingdom, and Australia, which are three of the world’s top spenders and long-haul travel source markets. In this work, we examine tourist intentions to trade leisure time at a long-haul destination for a visit to a stopover destination. In particular, tourist preferences are analyzed as a function of traveler price sensitivity toward long-haul destinations, travel personality, activity engagement, motivation, travel profile, and demographic characteristics. Results provide insights into the under-researched topic of stopover tourism and guide aviation mega-cities toward an enhanced understanding of the potential demand.

Hotel managers need to understand the marginal utility customers associate with a specific attribute of a hotel in order to effectively set up rate fences and to price their rooms accordingly. This study adopted a stated choice experiment and discrete choice modeling method to obtain hotel guests’ willingness to pay (WTP) for a specific set of room attributes within a single hotel property. The attributes include room views, hotel floor, club access, free mini-bar items, smartphone service, and cancellation policy. The study discovered that leisure travelers versus business travelers, and first-time visitors versus repeat visitors, perceive different WTP values for various attributes. These findings provide valuable information for hotel managers to segment their market and conduct revenue management practices in order to maximize revenue and profit. The results also demonstrate the value of discrete choice modeling in obtaining WTP for hotel room attributes.

This paper studies the customers’ selection of different sales channels for booking hotel rooms. Direct (hotel website) and indirect channels were considered, in which the latter were distinguished according to online travel agencies, destination marketing organization (DMO) website, and DMO call center. A multinomial logit model was estimated to investigate the influencing factors among a specific set of variables of interest (associated with either customer or hotel). The role of DMO as a third-party actor in booking hotel rooms was also investigated. Results indicated that hotel guest profile and hotel characteristics have different effects on the four analyzed sales channels. The active role of DMO in booking hotel rooms was found to be beneficial to the hotel industry as it attracts specific segments of customers, thus creating additional marketing opportunity. Relevant managerial implications were also outlined.

This paper reviews literature on travel destination choice and organizes these studies systematically. A “cell–system” structure is proposed to describe the psychological process of travel destination choice. When forming decisions on vacations, tourists gather information on potential destinations and evaluate visit intentions among potential destinations (“cell”). The visit intentions are successively compared while information is updated in the process (“system”). The “cell–system” structure provides a clear view of the psychological process of travel destination choice. Empirical studies based on the structure can provide further insights into why and how tourists choose travel destinations.

This study aims to assess tour operators’ sustainability orientation and engagement and to determine whether variations among different tour operators exist, that is, from different continents, with different targets and dimensions. A survey among tour operators worldwide was conducted. A total of 204 answers were obtained with a worldwide coverage. Results affirm relatively high sustainability orientation and engagement and that the more sustainability-oriented the tour operators are, the more sustainability-engaged they are. Moreover, results show that smaller tour operators, specializing in nature and cultural tourism, and owning accommodation facilities are also highly engaged in sustainability. Significant differences are observed among regions, with higher engagement for African and Asian tour operators compared with European ones. This study proposes the development of a new approach to sustainability in this sector: by introducing corporate sustainability strategies, tour operators can maintain their economic capital while preserving natural and social capital.

This paper proposes that movement patterns and transportation mode choices are linked, and then identifies the estimation of a bivariate probit model as an appropriate technique to investigate the two correlated choices. The two variables are described by a mixed combination of independent variables, wherein the transport mode choice can be explained by demographics, whereas movement patterns are influenced by trip characteristics. Moreover, the introduction of activity participation and motivation in the model allows for a better understanding of tourist behavior in relation to the two investigated variables. Finally, marginal effects are derived to quantify the impacts and draw policy implications in destination management and transport planning. © 2013 Elsevier Ltd.

Although there have been studies concerning information and communication technologies adoption in the tourism industry, the research trends of mobile tourism (m-tourism) are still not very clear due to the short development time and emerging nature of the technologies. To fill this gap, this study reviewed and analyzed articles related to online reviews of tourism and hospitality published in academic journals between 2002 and 2015. Through a keyword-driven search and content analysis, 92 articles are identified as relevant and classified into three topics. Our findings contribute to a better understanding of this promising research direction by presenting the interesting classification methods used by relevant publications and their insights. This paper also discusses significant topical and methodological trends, and contributes to an overall understanding of existing research and its limitations.

Within a freight transport context, the origin-destination distance and the weight of the shipment play an important role in the decision of the most preferred transport service and in the way logistics managers evaluate the transport service's attributes. In particular, the attributes commonly used in order to describe a freight transport service in a stated choice framework are cost, time, punctuality and risk of damages, respectively. This paper investigates the role of origin-destination distance and weight of freight transport services introducing a conditioning effect, where the standard utility function is conditioned on the freight transport distance. We refer to this model form as a heteroskedastic panel multinomial logit (panel H-MNL) model. This model form outperforms the underlying unconditioned model and suggests that an appropriate conditioning effect leads to an improved understanding of the derived measures, such as measures for marginal rates of substitution.

The objective of this study is to analyse how people process information and make decisions with regard to booking hotel rooms via online booking systems. The authors propose a nested decision process and compare it with the approach of previous literature in analysing the determinants in choosing a hotel. This research attempts to model online hotel bookings in the real market using discrete choice modelling. The methodology is based on the estimates of nested logit models, and the results show that tourists choose a hotel by going through a number of staged decision structures, which is in line with Associative Network Theory and the Cybernetic decision-making model.

In selecting a hotel room, guests evaluate specific room characteristics. After their stay, these characteristics are used as reference levels in deciding which hotel room to stay in the future. According to prospect theory, the gains (i.e., upgrade or improving) and losses (i.e., downgrade or worsening) with respect to the reference level are perceived differently by individuals. In particular, losses are weighted more than gains. This research investigates the asymmetric preference in hotel room choice by performing a stated choice experiment among the guests of a hotel in Hong Kong. A mixed logit model is estimated by deriving different coefficients for improving and worsening conditions, and attribute-specific cluster analyses are performed to identify those segments with similar preferences. The results confirm the validity of reference-dependent specification in hotel room choice and provide insights for revenue managers in relation to their aim to maximize revenue for repeat guests.

Tourist accommodation expenditure is a widely investigated topic as it represents a major contribution to the total tourist expenditure. The identification of the determinant factors is commonly based on supply-driven applications while little research has been made on important travel characteristics. This paper proposes a demand-driven analysis of tourist accommodation price by focusing on data generated from room bookings. The investigation focuses on modeling the relationship between key travel characteristics and the price paid to book the accommodation. To accommodate the distributional characteristics of the expenditure variable, the analysis is based on the estimation of a quantile regression model. The findings support the econometric approach used and enable the elaboration of relevant managerial implications.

Purpose – This paper aims to focus on the reason why hoteliers choose to be present in online travel agent (OTA) and social media web sites for sales purposes. It also investigates the technological and human factors related to these two practices. Design/methodology/approach – The research is based on a survey sent to a wide range of hotels in a Swiss touristic region. The empirical analysis involves the specification of two ordered logit models exploring the importance (in terms of online sales) of both social media and the online travel agent, Booking.com. Findings – Findings highlight the constant tension between visibility and online sales in the web arena, as well as a clear distinction in social media and OTA web site adoption between hospitality structures using online management tools and employing personnel with specific skills. Practical implications – The research highlights the need for the hospitality industry to maintain an effective presence on social media and OTAs in order to move towards the creation of a new form of social booking technologies to increase their visibility and sales. Originality/value – This research contributes to understanding the major role played by OTAs and social media in the hospitality industry while underlining the possibility of a major interplay between the two.

This research analyses the influence of tourist' psychological motivation visiting a destination on their actual travel behaviour and the use of this information for bundling tourism attractions and services in a destination card. The relation between push motivation and activity consumption at the destination is recognized in the literature. The paper extends this evidence by introducing activeness indicators measured according to the amount and type of activity participation normalized to the length of stay. Regarding destination cards the paper investigates, through the use of ordered logistic regressions, four requirements (monetary, timesaving, informational and customization), defined as the benefits of a card tourists may find important. The model results show a significant relation between card requirements and both activeness and motivation, suggesting that destination cards need to be based on natural and cultural attractions, whereas entertainment, sport and social activities can be only additional benefits on discounted price. The data has been collected in the Ticino region, Switzerland. The sample refers to 586 face to face interviews with tourists visiting the area. © 2012 Elsevier Ltd.