Acknowledgement
This project was partly supported by a research grant funded by the University of Macau.
References
- Ajzen, I. (1985). From intentions to actions: A theory of planned behavior. In J. Khul & J. Beckmann (Eds.), Action control from cognition to behavior (pp. 10-39). Berline, Verlag: Springer.
- Ajzen, I., & Fishbein, M. (1975). A Bayesian analysis of attribution processes. Psychological Bulletin, 82(2), 261-277. https://doi.org/10.1037/h0076477
- Akbari, M., Foroudi, P., Zaman Fashami, R., Mahavarpour, N., & Khodayari, M. (2022). Let us talk about something: The evolution of e-WOM from the past to the future. Journal of Business Research, 149, 663-689. https://doi.org/10.1016/j.jbusres.2021.08.006
- Alsheikh, D. H., Abd Aziz, N., & Alsheikh, L. H. (2021). The impact of electronic word of mouth on tourists visit intention to Saudi Arabia: Argument quality and source credibility as mediators. African Journal of Hospitality, Tourism and Leisure, 10(4), 1-17.
- Amin, M., Ryu, K., Cobanoglu, C., & Nizam, A. (2021). Determinants of online hotel booking intentions: website quality, social presence, affective commitment, and e-trust. Journal of Hospitality Marketing and Management, 30(7), 845-870. https://doi.org/10.1080/19368623.2020.1860880
- Asia Highlights. (2023, November 16). What is Thailand famous for? 18 things you should know about Thailand. https://www.asiahighlights.com/thailand/why-thailand-is-so-popular
- Au Yeung, T., & Law, R. (2004). Extending the modified heuristic usability evaluation technique to chain and independent hotel websites. International Journal of Hospitality Management, 23(3), 307-313. https://doi.org/10.1016/j.ijhm.2003.03.001
- Bai, B., Law, R., & Wen, I. (2008). The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors. International Journal of Hospitality Management, 27(3), 391-402.
- Bufquin, D., Park, J. Y., Back, R. M., Nutta, M. W. W., & Zhang, T. (2020). Effects of hotel website photographs and length of textual descriptions on viewers' emotions and behavioral intentions. International Journal of Hospitality Management, 87, 102378.
- Chen, A., & Peng, N. (2014). Examining Chinese consumers' luxury hotel staying behavior. International Journal of Hospitality Management, 39, 53-56. https://doi.org/10.1016/j.ijhm.2014.01.002
- Chen, Y. & Tussyadiah, I. P. (2021). Service failure in peer-to-peer accommodation. Annals of Tourism Research, 88, 103156.
- Cheung, C. & Thadani, D. R. (2012). The impact of electronic word-ofmouth communication: A literature analysis and integrative model. Decision Support Systems, 54(1), 461-470. https://doi.org/10.1016/j.dss.2012.06.008
- Cheung, C., Lee, M, & Rabjohn, N. (2008). The impact of electronic word-of-mouth: The adoption of online opinions in online customer communities. Internet Research, 18(3), 229-247. https://doi.org/10.1108/10662240810883290
- Chung, B. G., & Hoffman, K. D. (1998). Critical incidents: Service failures that matter most. Cornell Hotel and Restaurant Administration Quarterly, 39(3) 66-71. https://doi.org/10.1177/001088049803900313
- CN Traveller. (2023). The best hotels in Thailand. https://www.cntraveller.com/gallery/hotels-thailand
- Creswell, J. W. (2013). Research design: Qualitative, quantitative, and mixed methods approaches. Los Angeles, CA: Sage publications.
- Cronin, J., Brady, K., & Hult, G. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218. https://doi.org/10.1016/S0022-4359(00)00028-2
- Dash, G., Kiefer, K., & Paul, J. (2021). Marketing-to-millennials: Marketing 4.0, customer satisfaction and purchase intention. Journal of Business Research, 122, 608-620.
- Di az, E., & Koutra, C. (2013). Evaluation of the persuasive features of hotel chains websites: A latent class segmentation analysis. International Journal of Hospitality Management, 34, 338-347. https://doi.org/10.1016/j.ijhm.2012.11.009
- ETDA (2022). Thailand internet user behavior 2022. https://www.etda.or.th/getattachment/78750426-4a58-4c36-85d3-d1c11c3db1f3/IUB-65-Final.pdf.aspx.
- Farida, N. (2016). Effects of convenience online shopping and satisfaction on repeat-purchase intention among students of higher institutions in Indonesia. Journal of Internet Banking and Commerce, 21(2), 1.
- Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. https://doi.org/10.1177/002224378101800104
- Gavilan, D., Avello, M., & Martinez-Navarro, G. (2018). The influence of online ratings and reviews on hotel booking consideration. Tourism Management, 66, 53-61.
- George, J. (2004). The theory of planned behavior and Internet purchasing. Internet Research, 14(3), 198-212. https://doi.org/10.1108/10662240410542634
- Goel, P., Parayitam, S., Sharma, A., Rana, N. P., & Dwivedi, Y. K. (2022). A moderated mediation model for e-impulse buying tendency, customer satisfaction and intention to continue e-shopping. Journal of Business Research, 142, 1-16.
- Goodrich, K., & De Mooij, M. (2011). New technology mirrors old habits: Online buying mirrors cross-national variance of conventional buying. Journal of International Consumer Marketing, 23(3/4), 246-259.
- Gu, H., & Ryan, C. (2008). Chinese clientele at Chinese hotels-Preferences and satisfaction. International Journal of Hospitality Management, 27(3), 337-345.
- Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2010). Multivariate data analysis (7th ed.). New York, NY: Pearson.
- Han, H., Hsu, L., & Sheu, C. (2010). Application of the theory of planned behavior to green hotel choice: Testing the effect of environmental friendly activities. Tourism Management, 31(3), 325-334. https://doi.org/10.1016/j.tourman.2009.03.013
- Ip, C., Law, R., & Lee, H. A. (2011). A review of website evaluation studies in the tourism and hospitality fields from 1996 to 2009. International Journal of Tourism Research, 13(3), 234-265. https://doi.org/10.1002/jtr.815
- Izogo, E., Mpinganjira, M., Karjaluoto, H., & Liu, H. (2022). Examining the impact of eWOM-triggered customer-to-customer interactions on travelers' repurchase and social media engagement. Journal of Travel Research, 61(8), 1872-1894.
- Jo reskog, K. G., and Goldberger, A. S. (1975). Estimation of a model with multiple indicators and multiple causes of a single latent variable. Journal of the American Statistical Association, 70(351), 631-639. https://doi.org/10.2307/2285946
- Kamil, M. L. (2004). The current state of quantitative research. Reading Research Quarterly, 39(1), 100-107.
- Kang, J., & Namkung, Y. (2019). The information quality and source credibility matter in customers' evaluation toward food O2O commerce. International Journal of Hospitality Management, 78, 189-198. https://doi.org/10.1016/j.ijhm.2018.10.011
- Kim, J., & Hyun, S. (2021). Differences in online reviews caused by distribution channels. Tourism Management, 83, 104230.
- Kim, S., & Mattila, A. S. (2011). An examination of electronic video clips in the context of hotel Websites. International Journal of Hospitality Management, 30(3), 612-618.
- Kim, W. G., & Kim, D. J. (2004). Factors affecting online hotel reservation intention between online and non-online customers. International Journal of Hospitality Management, 23(4), 381-395. https://doi.org/10.1016/j.ijhm.2004.02.001
- Kim, W. G., Ma, X., & Kim, D. J. (2006). Determinants of Chinese hotel customers' e-satisfaction and purchase intentions. Tourism Management, 27(5), 890-900.
- Kline, R.B. (2011). Principles and Practice of Structural Equation Modeling. 3rd Edition. New York, NY: The Guilford Press.
- Ladeira, W. J., Santini, F. D. O., Araujo, C. F., & Sampaio, C. H. (2016). A meta-analysis of the antecedents and consequences of satisfaction in tourism and hospitality. Journal of Hospitality Marketing and Management, 25(8), 975-1009. https://doi.org/10.1080/19368623.2016.1136253
- Law, R. (2019). Evaluation of hotel websites: Progress and future developments. International Journal of Hospitality Management, 76, 2-9. https://doi.org/10.1016/j.ijhm.2018.06.005
- Law, R., & Bai, B. (2006). Website development and evaluations in tourism: a retrospective analysis. In M. Hitz, M. Sigala, M., & Murphy, J. (Eds.). Information and Communication Technologies in Tourism 2006 (pp. 1-12). New York, NY: Springer-Verlag/Wien.
- Law, R., Qi, S., & Leung, B. (2008). Perceptions of functionality and usability on travel websites: The case of Chinese travelers. Asia Pacific Journal of Tourism Research, 13(4), 435-445. https://doi.org/10.1080/10941660802420994
- Le, V., Nguyen, H. T. T., Nguyen, N., & Pervan, S. (2020). Development and validation of a scale measuring hotel website service quality (HWebSQ). Tourism Management Perspectives, 35, 100697.
- Lee, O., & Oh, J. E. (2007). The impact of virtual reality functions of a hotel website on travel anxiety. Cyber Psychology and Behavior, 10(4), 584-586. https://doi.org/10.1089/cpb.2007.9987
- Leung, D., Law, R., & Lee, H. A. (2016). A modified model for hotel website functionality evaluation. Journal of Travel and Tourism Marketing, 33(9), 1-18.
- Li, H., Meng, F., & Hudson, S. (2023). Are hotel guests altruistic? How positive review disconfirmation affects consumers' online review behavior. Journal of Hospitality and Tourism Research, 47(3), 528-548. https://doi.org/10.1177/10963480211030313
- Li, L., Peng, M., Jiang, N., & Law, R. (2017). An empirical study on the influence of economy hotel website quality on online booking intentions. International Journal of Hospitality Management, 63, 1-10.
- Li, H., Ye, Q., & Law, R. (2013). Determinants of customer satisfaction in the hotel industry: an application of online review analysis. Asia Pacific Journal of Tourism Research, 18(7), 784-802. https://doi.org/10.1080/10941665.2012.708351
- Lien, C. H., Wen, M. J., Huang, L. C., & Wu, K. L. (2015). Online hotel booking: The effects of brand image, price, trust and value on purchase intentions. Asia Pacific Management Review, 20(4), 210-218. https://doi.org/10.1016/j.apmrv.2015.03.005
- Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458-468. https://doi.org/10.1016/j.tourman.2007.05.011
- Liusear, J., Zornaza, C., & Tena, A. (2001). Measuring the relationship between firms Perceived quality and customer satisfaction and its influence a purchase intention. Total Quality Management, 12(6), 719-734. https://doi.org/10.1080/09544120120075334
- Lohse, G. L., & Spiller, P. (1998). Electronic shopping. Communications of the ACM, 41(7), 81-87.
- Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2002). WebQual: A measure of website quality. Marketing Theory and Applications, 13(3), 432-438.
- MacCallum, R. C., & Austin, J. T. (2000). Applications of structural equation modeling in psychological research. Annual Review of Psychology, 51(1), 201-226. https://doi.org/10.1146/annurev.psych.51.1.201
- Madden, T. J., Ellen, P. S., & Ajzen, I. (1992). A comparison of the theory of planned behavior and the theory of reasoned action. Personality and Social Psychology Bulletin, 18(1), 3-9. https://doi.org/10.1177/0146167292181001
- Mafael, A., Raithel, S., & Hock, S. J. (2022). Managing customer satisfaction after a product recall: the joint role of remedy, brand equity, and severity. Journal of the Academy of Marketing Science, 50(1), 174-194. https://doi.org/10.1007/s11747-021-00802-1
- Maxwell, J.A (2005). Qualitative research design: An Interactive Approach. Thousand Oaks, CA: Sage Publications.
- Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York, NY: McGraw-Hill.
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). ServQual. Journal of Retailing, 64(1), 12-40.
- Pektas, S. Y., & Hassan, A. (2020). The effect of digital content marketing on tourists' purchase intention. Journal of Tourismology, 6(1), 79-98. https://doi.org/10.26650/jot.2020.6.1.0011
- Qi, S., Law, R., & Buhalis, D. (2009). A comparison of Chinese and international online user perceptions of the usefulness of hotel websites. Information Technology and Tourism, 11(4), 329-340. https://doi.org/10.3727/109830510X12670455864320
- Seo, E., Park, J. W., & Choi, Y. J. (2020). The effect of social media usage characteristics on e-WOM, trust, and brand equity: Focusing on users of airline social media. Sustainability, 12(4), 1691.
- Statista. (2023). Tourism industry in the Asia-Pacific region - statistics & facts. https://www.statista.com/topics/6107/tourism-industry-in-asia-pacific/#topicOverview
- Sun, S., Fong, D. K. C., Law, R. & He, S. (2017). An updated comprehensive review of website evaluation studies in hospitality and tourism. International Journal of Contemporary Hospitality Management, 29(1), 355-373. https://doi.org/10.1108/IJCHM-12-2015-0736
- Sun, S., Law, R., & Schuckert, M. (2020). Mediating effects of attitude, subjective norms and perceived behavioural control for mobile payment-based hotel reservations. International Journal of Hospitality Management, 84, 102331.
- Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A metaanalysis of the empirical evidence. Journal of the Academy of Marketing Science, 29(1), 16-35. https://doi.org/10.1177/0092070301291002
- Tang, L. R., Jang, S. S., & Morrison, A. (2012). Dual-route communication of destination websites. Tourism Management, 33(1), 38-49. https://doi.org/10.1016/j.tourman.2011.01.021
- Ting, P. H., Wang, S. T., Bau, D. Y., & Chiang, M. L. (2013). Website evaluation of the top 100 hotels using advanced content analysis and eMICA model. Cornell Hospitality Quarterly, 54(3), 284-293. https://doi.org/10.1177/1938965512471892
- Vladimirov, Z. (2012). Customer satisfaction with the Bulgarian tour operators and tour agencies' websites. Tourism Management Perspectives, 4, 176-184. https://doi.org/10.1016/j.tmp.2012.07.003
- Wang, L., & Law, R. (2020). Relationship between hotels' website quality and consumers' booking intentions with internet experience as moderator. Journal of China Tourism Research, 16(4), 585-605. https://doi.org/10.1080/19388160.2019.1699484
- Wang, L., Law, R., Guillet, B. D., Hung, K., & Fong, D. K. C. (2015). Impact of hotel website quality on online booking intentions: eTrust as a mediator. International Journal of Hospitality Management, 47, 108-115.
- Wattana, N., & Phattarawan T. (2019). Modelling the effect of website quality and perceived information value on tourist satisfaction: A survey of hotels in Phuket, Thailand. Journal of Social Sciences Research, 57, 1150-1160.
- Wong, E., Rasoolimanesh, S. M., & Pahlevan Sharif, S. (2020). Using online travel agent platforms to determine factors influencing hotel guest satisfaction. Journal of Hospitality and Tourism Technology, 11(3), 425-445. https://doi.org/10.1108/JHTT-07-2019-0099
- Wong, J., & Law, R. (2005). Analysing the intention to purchase on hotel websites: A study of travellers to Hong Kong. International Journal of Hospitality Management, 24(3), 311-329.
- Xia, Y., Chan, H. K., Zhong, L., & Xu, S. (2022). Enhancing hotel knowledge management: the influencing factors of online hotel reviews on travellers' booking intention. Knowledge Management Research and Practice, 20(1), 34-45. https://doi.org/10.1080/14778238.2021.1967214
- Xie, H. J., Miao, L., Kuo, P. J., & Lee, B. Y. (2011). Consumers' responses to ambivalent online hotel reviews: The role of perceived source credibility and pre-decisional disposition. International Journal of Hospitality Management, 30(1), 178-183.
- Xu, X., & Li, Y. (2016). The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach. International Journal of Hospitality Management, 55, 57-69 https://doi.org/10.1016/j.ijhm.2016.03.003
- Yang. Y. (2022). Impacts of temporal contiguity on creation and consumption of e-WOM in hotel context: A combined perspective of review rating and text. International Journal of Hospitality Management, 105, 103256.
- Yoo, K. H., Lee, Y., Gretzel, U., & Fesenmaier, D. R. (2009). Trust in travel-related consumer generated media. In W. Ho pken, U. Gretzel, & R. Law (Eds.), Information and communication technologies in tourism 2009. New York, NY: Springer-Verlag/Wien.