Purpose




Understanding customers is critical for service researchers and practitioners Today, customers are increasingly active online, and valuable information about their opinions, experiences and behaviors can be retrieved from a variety of online platforms Online customer information creates new opportunities to design personalized and high-quality service This paper aims to review how netnography as a method can help service researchers and practitioners to better use such data




Design/methodology/approach




A systematic review and analysis were conducted on 321 netnography studies published in marketing journals between 1997 and 2017




Findings




The systematic review reveals that netnography has been applied in a variety of ways across different marketing fields and topics Based on the analysis of existing netnography literature, empirical, theoretical and methodological recommendations for future netnographic service research are presented




Research limitations/implications




This paper shows how netnography can offer service researchers unprecedented opportunities to access naturalistic online data about customers and, hence, why it is an important method for future service research




Practical implications




Netnographic research can help service firms with, for example, service innovation, advertising and environmental scanning This paper provides guidelines for service managers who want to use netnography as a market research tool




Originality/value




Netnography has seen limited use in service research despite many promising applications in this field This paper is the first to encourage and support service researchers in their use of the method and aims to stimulate interesting future netnographic service research

Netnography as a tool for understanding customers: implications for service research and practice

Search engine data are of considerable interest to researchers for their utility in predicting human behaviour. Recently, search engine data have also been used to predict tourism demand (TD). Mode...

Data source combination for tourism demand forecasting

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 ...

Gambling destinations and the effect of gambling results on tourist satisfaction and loyalty

The use of virtual and immersion technologies has expanded considerably due to their impact on user experience, economy, knowledge, and sustainable conservation of cultural heritage according to studies conducted in various parts of the world in different disciplines (architecture, economy, entertainment, health, tourism, etc.), including on tourism in Mexico. These technologies are used in some archaeological sites, but development and implementation are scarce due to the lack of economic strategies, infrastructure, and human capital, which are preventing the sustainable exploitation of those sites, although some of these sites have met the basic requirements for providing a better experience to visitors. However, these sites should be studied to propose integral solutions not only to improve the tourist experience, but also to assist in their protection, conservation, and sustainable development. Here, we used knowledge from the soft systems methodology and the hologram generation system to generate proposals to solve the problem described. The result is a sustainable historical-cultural model based on the systemic approach, whose objective is to positively impact the visitor experience while maintaining harmony with the environment.

https://www.mdpi.com/2071-1050/12/18/7337/pdf

Historical-Cultural Sustainability Model for Archaeological Sites in Mexico Using Virtual Technologies

Short videos have become an ideal platform for global health information dissemination. Past research has tended to overlook the potentially negative experiences associated with recommendation algorithms and their positive coping mechanisms, while focusing too much on short-term effects at the expense of long-term effects. This study integrates multiple theoretical frameworks and proposes a new theoretical model aimed at determining the impact of this technostress from recommendation algorithms on users' health stress perceptions, health-related short videos usage, and health self-management behaviours. This paper builds a theoretical model based on the stressor-strain-outcome (SSO) framework, combining the health belief model and self-validation theory. Data was collected and analyzed using a diary study to understand the mechanism of the influence of daily stress perception on users' health habits and behavioural changes through multilevel modelling. The findings show that external stressor variables have no significant effect on the continuous usage intention of health-related short videos under algorithm recommendation. Cognitive validation and affective validation among the internal stressor variables have a positive effect on users' continued intentions. Notably, despite the presence of continuous usage intention, it was negatively related to health self-management behaviours. These findings provide new insights into the composition of internal and external health stressors driven by recommendation algorithm technostress, constructing a multilevel theoretical model of health-related short video usage, and tapping into the potential for the application of short video platforms in health self-management. 

Study on the impact of recommendation algorithms on user perceived stress and health management behaviour in short video platforms

During the epidemic, social media platforms were frequently used by users to express and spread negative emotions. Under emotional contagion, individual emotions gradually generalized into group emotions. At the same time, the public could not regulate their emotions and lacked access to release them rationally. This study explores the factors influencing the negative emotions' communication among social media users during the COVID-19 epidemic from the perspective of emotion contagion theory to discover the psychological mechanisms among the public. The questionnaire was tested for reliability and validity and then distributed online on Chinese social media platforms, and the data collected were statistically analyzed. The findings show that there are significant differences in negative emotional communication in social media among different age groups; the seven dimensions of deindividuation, risk perception, group identity, group efficacy, event stimulation, event publicness, and emotion contagion all have significant positive effects on users' negative emotional communication. This study aims to raise public awareness of negative emotions and promote the reconstruction and recovery of public mental health in the epidemic era.

/pdf/emotional-contagion-research-on-the-influencing-factors-of-2kojcqms.pdf

Emotional Contagion: Research on the Influencing Factors of Social Media Users' Negative Emotional Communication During the COVID-19 Pandemic

The study here probes how tourists interpret their unique experiences while traveling in Macau, Las Vegas, and Monaco – well-known “Gambling Meccas.” The study applies one form of brand netnography to collect and analyze information about traveling experience in these three cities. One positive travel blog and one negative are selected and discussed each for Macau, Las Vegas, and Monaco. The study examines the validity of balance theory – a motivational theory of attitude change (Heider, 1958). Balance theory conceptualizes the consistency motive as a drive toward psychological balance (Hokky, S., & Deni, K. (2004). Social balance theory: Revisiting Heider's balance theory for many agents. Departmental Technical Report (Unpublished). The study probes how iconic symbols of brands influence visitors' experience. The findings inform marketing strategic suggestions for Macau, Las Vegas, and Monaco on how to build an effective destination brand and how to improve visitors' traveling experience.

Emic Interpretations of Global Gaming Destinations: Travel Blog Stories about Experiencing Macau, Las Vegas, and Monaco

During COVID-19 prevention and control, many middle-aged and elderly people lack the skills and knowledge of healthy online transmission, resulting in inadequate prevention and control measures. So as young people who are familiar with the rules of the internet transmit health information, they also reverse educate their parents on novel coronavirus prevention and control, helping them to bridge the digital information gap between generations. In this paper, the health belief model (HBM) and the integrated technology acceptance and use model (UTAUT) were combined to establish a model to explore the factors influencing the digital feedback behavior of young groups in the context of COVID-19. The results show that the willingness of digital feedback has a certain influence on digital feedback behavior. Perceived susceptibility, perceived severity, perceived benefit, perceived obstacle, self-efficacy, performance expectation, community influence, and convenience also affect the intention of feedback.

https://downloads.hindawi.com/journals/misy/2022/9095003.pdf

An Empirical Study on Digital Feedback Behavior of Young People in COVID-19 with Health Belief Model and UTAUT Model

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Papers

Emotional Contagion: Research on the Influencing Factors of Social Media Users' Negative Emotional Communication During the COVID-19 Pandemic

Emic Interpretations of Global Gaming Destinations: Travel Blog Stories about Experiencing Macau, Las Vegas, and Monaco

An Empirical Study on Digital Feedback Behavior of Young People in COVID-19 with Health Belief Model and UTAUT Model