Hospitality and Tourism in a Global Digital Economy – New Models, Services, and Performance
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Item Customer Satisfaction as a Moderator: Unpacking the Effects of Managerial Response on Future Review Engagement(2025-01-07) Hu, Yuqing; Jia, Lin; Zhou, Tongxin; Tan, YongOnline managerial responses not only influence the customers who receive it, but also are kept online as a public reference, affecting future engagement of potential customers. Existing literature presents inconsistencies regarding the impact of responses and the optimal response strategy, leaving it unclear whether responding to positive, negative, or both types of reviews is more effective. We address this gap by proposing customer satisfaction as an important moderator, where we focus on the satisfaction of potential customers. Drawing on data from a leading travel platform in China, our findings confirm that customer satisfaction moderates the effectiveness of responses on future engagement. Responses to positive reviews are more effective when customer satisfaction is low, while responses to negative reviews are more effective when customer satisfaction is high. Our findings highlight that an effective response strategy should be contingent on the business's capability and underscore customer satisfaction as a critical strategic variable.Item My Digital Mountain - An Autoethnographic Exploration of Off-piste Skiers' Use of Digital Tools(2025-01-07) Havinger, Carl-Johan; Skyllerstedt, Carl; Koutsikouri, Dina; Lindman, Juho; Landgren, JonasThis paper explores the sociocultural dynamics of off-piste skiers' engagement with digital tools for information-seeking, sharing, and risk management. The study uses autoethnographic narratives and qualitative interview data to understand the digital interactions of off-piste skiers and their influence on decision-making and safety. The findings underscore the extensive use of digital tools, particularly FATMAP, to provide real-time information crucial for navigating the unpredictable terrain and enhancing decision-making processes. This research underscores the significant role of digital representation of the mountain in shaping off-piste skiing practices, cultivating community, and, ultimately, experiences. The findings provide unique insights that help us understand digital tools’ informational use in extreme environments, specifically in the context of off-piste skiing.Item Introduction to the Minitrack on Hospitality and Tourism in a Global Digital Economy – New Models, Services, and Performance(2025-01-07) Högberg, Karin; Gretzel, Ulrike