Harnessing social media platforms to measure customer-based hotel brand equity

Tourism Management Perspectives

Volumn 4, Issue , 2012, Pages 73-79

  Callarisa, Luis ^a   García, Javier Sánchez ^a   Cardiff, John ^b   Roshchina, Alexandra ^b  

^a UNIVERSITAT JAUME I   (Spain)

^b DUBLIN INSTITUTE OF TECHNOLOGY   (Ireland)

Author keywords

Brand equity; ICT; Social media; Social networking; Web 2.0

Indexed keywords

EID: 84868283256     PISSN: 22119736     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.tmp.2012.04.005     Document Type: Article

References (91)

1. Aaker D.A. Managing brand equity 1991, The Free Press, New York.
2. Aaker D.A. Building strong brands 1996, The Free Press, New York.
3. Anderson J.C., Gerbing D.W. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin 1988, 103:411-423.
4. Andreassen T.W., Lindestad B. Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management 1998, 9(1):7-23.
5. Au N., Law R., Buhalis D. The impact of culture on e-complaints: Evidence from Chinese consumers in hospitality organisations. Information and communication technologies in tourism 2010 2010, 285-296. Springer-Verlag, Vienna, Austria. U. Gretzel, R. Law, M. Fuchs (Eds.).
6. Bagozzi R., Yi Y. On the evaluation of structural equation models. Journal of the Academy of Marketing Science 1988, 16(1):74-94.
7. Belk Russell W. Possessions and the extended self. Journal of Consumer Research 1988, September, 15:139-168.
8. Bentler P.M., Wu E.J.C. EQS for Windows user's guide 1995, Multivariate Software, Inc., Encino, CA.
9. Blain C., Levy S.E., Ritchie R.B. Destination branding: Insights and practices from destination management organizations. Journal of Travel Research 2005, 43:328-338.
10. Bloemer J., Ruyter K., Wetzels M. On the relationship between perceived service quality, service loyalty and switching costs. International Journal of Industry Management 1998, 9(5):436-453.
11. Boo S., Busser J., Baloghu S. A model of customer-based brand equity and its application to multiple destinations. Tourism Management 2009, 30(1):219-231.
12. Brakus J.K., Schmitt B., Zarantonello L. Brand experience: What is it? How is it? Does it affect loyalty. Journal of Marketing 2009, 73(2):410-425.
13. Cai L.A. Cooperative branding for rural destinations. Annals of Tourism Research 2002, 29(3):720-742.
14. Callarisa L., Moliner M.A., Sánchez Multidimensional perspective of perceived value in industrial clusters. Journal of Business and Industrial Marketing 2011, 26(2):132-145.
15. Casaló L.V., Flavián C., Guinalíu M. Relationship quality, community promotion and brand loyalty in virtual communities: Evidence from free software communities. International Journal of Information Management 2010, 30:357-367.
16. Chang H.H., Liu Y.M. The impact of brand equity on brand preference and purchase intentions in the service industries. The Service Industries Journal 2009, 29(12):1687-1706.
17. Clifton R. The future of brands. Brands and branding 2003, 227-241. Bloomberg Press, New York, NY. R. Clifton (Ed.).
18. Cretu A.E., Brodie R.J. The influence of brand image and company reputation where manufacturers market to small firms: A customer value perspective. Industrial Marketing Management 2007, 36(2):230-240.
19. de Chernatony L., Dall'Olmo Riley F. Defining a brand: Beyond the literature with experts' interpretations. Journal of Marketing Management 1998, 14(5):417-443.
20. Deslandes, D.D. (2003): Assessing consumer perceptions of destinations: A necessary first step in the destination branding process. (Doctoral dissertation). The Florida State University.
21. Erdem M., Cobanoglu C. The impact of consumer-generated media and social networking in hospitality: The implications for consumers and hospitality managers. Journal of Hospitality Marketing & Management 2010, 19(7):697-699.
22. Euromonitor Global market information database 2010, [Online].
23. Fesenmaier D.R. Introduction: Challenging destination promotion. Journal of Travel Research 2007, 46(1):3-4.
24. Fornell C., Larcker D.F. Evaluating structural equations models with unobservable variables and measurement error. Journal of Marketing Research 1981, 18(1):39-50.
25. Grace D., O'Cass A. Service branding: Consumer verdicts on service brands. Journal of Retailing and Consumer Services 2005, 12(2):125-139.
26. Gretzel U., Yoo K.H. Use and impact of online travel reviews. Information and communication technologies in tourism 2008 2008, 35-46. Springer, New York. P. O'Connor, W. Hopken, U. Gretzel (Eds.).
27. Hair J.H., Black W.C., Babin B.J., Anderson R.E., Tatham R.L. Multivariate data analysis 2006, Prentice Hall, Upper Saddle River, NJ. 6th ed.
28. Hall D. Brand development, tourism and national identity; the re-imaging of former Yugoslavia. Brand Management 2002, 9(4/5):323-334.
29. Hall J., Robertson N., Shaw M. An investigation of perceived value and consumable goods. Asia Pacific Advances in Consumer Research 2001, 42(2):23-31.
30. Hankinson G. Destination brand images: A business tourism perspective. Journal of Services Marketing 2005, 19(1):24-32.
31. Hosany S., Ekinci Y., Uysal M. Destination image and destination personality: An application of branding theories to tourism places. Journal of Business Research 2006, 59:638-642.
32. Kapferer J.N. Strategic brand management: Creating and sustaining brand equity long term 1997, Kogan Page Limited, London. 2nd ed.
33. Keller K.L. Conceptualizing, measuring, and managing consumer-based brand equity. Journal of Marketing 1993, 57(1):1-22.
34. Keller K.L. Strategic brand management: Building, measuring, and managing brand equity 2003, Prentice-Hall, Upper Saddle River, NJ.
35. Khammash M., Griffiths G.H. 'Arrivederci CIAO.com, Buongiorno Bing.com'-Electronic word-of-mouth (eWOM), antecedences and consequences. International Journal of Information Management 2011, 31:82-87.
36. Kim J., Hardin A. The impact of virtual worlds on word-of-mouth: Improving social networking and servicescape in the hospitality industry. Journal of Hospitality Marketing & Management 2010, 19(7):735-753.
37. Kim W.G., Jin-Sun B., Kim H.J. Multidimensional customer-based brand equity and its consequences in midpriced hotels. Journal of Hospitality & Tourism Research 2008, 32(2):235-254.
38. Kim H.B., Kim W.G. The relationship between brand equity and firms' performance in luxury hotels and chain restaurant. Tourism Management 2005, 26:549-560.
39. Kim W.G., Lee C., Hiemstra S.J. Effects of an online virtual community on customer loyalty and travel product purchases. Tourism Management 2004, 25(3):343-355.
40. Kim J., Song J., Jones D.R. The cognitive selection framework for knowledge acquisition strategies in virtual communities. International Journal of Information Management 2011, 31:111-120.
41. Kimpakorn N., Tocquer G. Service brand equity and employee brand commitment. Journal of Services Marketing 2010, 24(5):378-388.
42. Konecnik M., Gartner W.C. Customer-based brand equity for a destination. Annals of Tourism Research 2007, 34(2):400-421.
43. Kwun J.W., Oh H. Effects of brand, price, and risk on customers' value perceptions and behavioral intentions in the restaurant industry. Journal of Hospitality and Leisure Marketing 2004, 1(1):31-49.
44. Lassar W., Mittal B., Sharma A. Measuring customer-based brand equity. Journal of Consumer Marketing 1995, 12(4):11-19.
45. Lee J., Back K. Attendee-based brand equity. Tourism Management 2008, 29(2):331-344.
46. Lee H., Lee C., Wu C. Brand image strategy affects brand equity after M&A. European Journal of Marketing 2011, 45(7/8):1091-1111.
47. Li X. Loyalty regardless of brands? Examining three nonperformance effects on brand loyalty in a tourism context. Journal of Travel Research 2010, 49(3):323-336.
48. Lin Y., Pearson T., Cai L. Food as a form of destination identity: A tourism destination brand perspective. Tourism and Hospitality Research January 2011, 11(1):30-48.
49. Locker L., Homan L., Bovaird J. On the use of multilevel modeling as an alternative to items analysis in psycholinguistic research. Behavior Research Methods 2007, 39:723-730.
50. Mack R.W., Blose J.E., Pan B. Believe it or not: Credibility of blogs in tourism. Journal of Vacation Marketing 2008, 14(2):133-144.
51. Maklan Stan, Knox Simon Reinventing the brand: Bridging the gap between customer and brand value. Journal of Product & Brand Management 1997, 6(2):119-129.
52. Milan R. 10 things you can do in response to traveller reviews http://www.hotelmarketing.com/index.php/content/article/070920_10_things_you_can_do_in_response_to_traveler_reviews/.
53. Destination branding: Creating the unique destination proposition 2002, Butterworth-Heinemann, Oxford, UK. N. Morgan, A. Pritchard, R. Pride (Eds.).
54. Murphy P.E., Pritchard M.P., Smith B. The destination product and its impact on traveller perceptions. Tourism Management 2000, 21(1):43-52.
55. Nguyen H., Kleiner B.H. The effective management of mergers. Leadership & Organization Development Journal 2003, 24(7/8):447-454.
56. O'Connor P. Managing a hotel's image on TripAdvisor. Journal of Hospitality Marketing & Management 2010, 19(7):754-772.
57. Oh H. Diner's perceptions of quality, value and satisfaction. Cornell Hotel and Restaurant Administration Quarterly 2000, 41(3):58-66.
58. Oliver R. Whence consumer loyalty?. Journal of Marketing 1999, 63:33-44.
59. Oliver R.L. Satisfaction: A behavioral perspective on the consumer 1997, McGraw-Hill, New York.
60. Pan B., MacLaurin T., Crotts J.C. Travel blogs and their implications for destination marketing. Journal of Travel Research 2007, 46(1):35-45.
61. Patterson M. Re-appraising the concept of brand image. Journal of Brand Management 1999, 6(6):409-426.
62. Phau I., Lau K.C. Conceptualizing brand personality: A review & research propositions. Journal of Targeting, Measurement & Analysis for Marketing 2000, 9(1):52-69.
63. Pike S. Tourism destination branding complexity. Journal of Product and Brand Management 2005, 14(4):258-259.
64. Prebensen N.K. Exploring tourists' images of a distant destination. Tourism Management 2007, 28:747-756.
65. Pudliner B.A. Alternative literature and tourist experience: Travel and tourist weblogs. Journal of Tourism and Cultural Change 2007, 5(1):46-59.
66. Pühringer S., Taylor A. A practitioner's report on blogs as a potential source of destination marketing intelligence. Journal of Vacation Marketing 2008, 14(2):177-187.
67. Sánchez J., Callarisa R., Rodríguez R., Moliner M. Perceived value of the purchase of a tourism product. Tourism Management 2006, 27:394-409.
68. Sirgy M.J., Johar J.S. Toward an integrated model of self-congruity and functional congruity. European Advances in Consumer Research 1999, 4:252-256.
69. Sirgy J., Su C. Destination image, self-congruity, and travel behaviour: Toward an integrative model. Journal of Travel Research 2000, 38:340-352.
70. Sivakumar K., Raj S.P. Quality tier competition: How price change influences brand choice and category choice. Journal of Marketing 1997, 61(3):71-84.
71. Solomon M.R. Consumer behavior 1999, Prentice-Hall, Upper Saddle River, NJ. 4th ed.
72. Srivastava R.K., Shocker A.D. Brand equity: A perspective on its meaning and measurement 1991, Marketing Science Institute, Cambridge, MA.
73. Sweeney J., Soutar G.N. Consumer perceived value: The development of a multiple item scale. Journal of Retailing 2001, 77(2):203-220.
74. Sweeney J.C., Soutar G.N., Johnson L.W. The role of perceived risk in the quality-value relationship: A study in a retail environment. Journal of Retailing 1999, 75(1):77-105.
75. Tapscott D., Williams A.D. Wikinomics: How mass collaboration changes everything 2006, Penguin Group, New York.
76. Tasci A.D.A., Gartner W.C., Cavusgil S.T. Measurement of destination brand bias using a quasi-experimental design. Tourism Management 2007, 28(6):1529-1540.
77. Tsai S. Utility, cultural symbolism and emotion: A comprehensive model of brand purchase value. International Journal of Research in Marketing 2005, 22:277-291.
78. Tsanga N., Leea L., Lia F. An examination of the relationship between employee perception and hotel brand equity. Journal of Travel & Tourism Marketing 2011, 28(5):481-497.
79. Uncles M.D., East R., Lomax W. Market share is correlated with word-of-mouth volume. Australasian Marketing Journal 2010, 18(3):145-150.
80. Upshaw L. Building brand identity: A strategy for success in a hostile market place 1995, Wiley & Sons, New York.
81. Vermeulen I.E., Seegers D. Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism Management 2008, 30(1):123-127.
82. Waldhör K., Rind A. etBlogAnalysis -Mining virtual communities using statistical and linguistic methods for quality control in tourism. Information and communication technologies in tourism 2008 2008, 453-462. Springer, New York. P. O'Connor, W. Höpken, U. Gretzel (Eds.).
83. Wang Y., Hsu K., Hsu S., Hsieh P. Constructing an index for brand equity: A hospital example. The Service Industries Journal 2011, 31(2):311-322.
84. Wang Y., Yu Q., Fesenmaier D.R. Defining the virtual tourist community: Implications for tourism marketing. Tourism Management 2002, 23(6):407-417.
85. Webster F.E. Understanding the relationships among brands, consumers and resellers. Journal of Academy of Marketing Science 2000, 28(1):17-23.
86. Woodruff R.B. Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science 1997, 25(2):139-153.
87. Xiang Z., Gretzel U. Role of social media in online travel information search. Tourism Management 2010, 31:179-188.
88. Xiang Z., Wöber K., Fesenmaier D.R. Representation of the online tourism domain in search engines. Journal of Travel Research 2008, 47(2):137-150.
89. Yoo B., Donthu N. Developing and validating a multidimensional consumer based brand equity scale. Journal of Business Research 2001, 52:1-14.
90. Yoo B., Donthu N., Lee S. An examination of selected marketing mix elements of brand equity. Journal of Marketing Research 2000, 24:258-270.
91. Zeithaml V.A. Consumer perception of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing 1988, 52(3):2-22.