IDEAS home Printed from https://ideas.repec.org/a/ris/jspord/0954.html
   My bibliography  Save this article

Measuring Air And Terrestrial Transport Company Reputation: Tourism Intangibles Expressed In The Digital Environment

Author

Listed:

Abstract

The reputation of companies within the transport industry is influenced by competitive dynamics within the sector: low-cost flights, the attractiveness of destinations, online usergenerated content about users’ experiences, and more. At the same time, social media provides a means for companies to manage issues of tourism intangibles. Thus, it is relevant to analyse transport reputation in the digital environment, taking into consideration the resources for managing these intangibles. This paper presents a method for measuring transport reputation based on an analysis of tourism consumers’ digital opinions and passengers’ comments about their experiences with these firms. The use of social media, such as TripAdvisor and Facebook, conjugated with business intelligence tools and complemented by data mining techniques, can contribute to the development of metrics that consider intangibles like emotions and experiences, with the aim of measuring, analysing, and visualizing the complex relationships between these intangibles and transport companies’ reputations. The results present the impacts of these intangibles through clusters and positioning maps focusing on these issues. This investigation contributes to our knowledge about airlines and terrestrial transport companies that seek to differentiate their positioning in tourism markets through their reputations.

Suggested Citation

  • Ramos, Célia & Casado-Molina, Ana & Peláez, José, 2017. "Measuring Air And Terrestrial Transport Company Reputation: Tourism Intangibles Expressed In The Digital Environment," Journal of Spatial and Organizational Dynamics, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 5(4), pages 443-462.
  • Handle: RePEc:ris:jspord:0954
    as

    Download full text from publisher

    File URL: http://www.cieo.pt/journal/J_4_2017/article7.pdf
    File Function: Full text
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. DaHee Han & Adam Duhachek & Nidhi Agrawal, 2014. "Emotions Shape Decisions through Construal Level: The Case of Guilt and Shame," Journal of Consumer Research, Oxford University Press, vol. 41(4), pages 1047-1064.
    2. Tomasz Obloj & Laurence Capron, 2011. "Role of resource gap and value appropriation: effect of reputation gap on price premium in online auctions," Strategic Management Journal, Wiley Blackwell, vol. 32(4), pages 447-456, April.
    3. Tang, Chuanzhong & Weaver, David & Lawton, Laura, 2017. "Can stopovers be induced to revisit transit hubs as stayovers? A new perspective on the relationship between air transportation and tourism," Journal of Air Transport Management, Elsevier, vol. 62(C), pages 54-64.
    4. Tomasz Obloj & Laurence Capron, 2011. "Role of Resource Gap and Value Appropriation: Effect of Reputation Gap on Price Premium in Online Auctions," Post-Print hal-00853790, HAL.
    5. Peters, Matt D. & Wieder, Bernhard & Sutton, Steve G. & Wakefield, James, 2016. "Business intelligence systems use in performance measurement capabilities: Implications for enhanced competitive advantage," International Journal of Accounting Information Systems, Elsevier, vol. 21(C), pages 1-17.
    6. Tomasz Obloj & Laurence Capron, 2011. "Role of resource gap and value appropriation: Effect of reputation gap on price premium in online auctions," Post-Print hal-00623858, HAL.
    7. Bartikowski, Boris & Walsh, Gianfranco, 2011. "Investigating mediators between corporate reputation and customer citizenship behaviors," Journal of Business Research, Elsevier, vol. 64(1), pages 39-44, January.
    8. Carl Shapiro, 1983. "Premiums for High Quality Products as Returns to Reputations," The Quarterly Journal of Economics, Oxford University Press, vol. 98(4), pages 659-679.
    9. Kristine de Valck & Roberts Kozinets & Andrea Wojnicki & Sarah Wilner, 2010. "Networked Narratives: Understanding Word-of-Mouth Marketing in Online Communities," Post-Print hal-00458424, HAL.
    10. DaHee Han & Adam Duhachek & Nidhi Agrawal, 2014. "Emotions Shape Decisions through Construal Level: The Case of Guilt and Shame," Journal of Consumer Research, Oxford University Press, vol. 41(4), pages 1047-1064.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Dirk Crass & Franz Schwiebacher, 2017. "The importance of trademark protection for product differentiation and innovation," Economia e Politica Industriale: Journal of Industrial and Business Economics, Springer;Associazione Amici di Economia e Politica Industriale, vol. 44(2), pages 199-220, June.
    2. Anne Norheim-Hansen, 2015. "Are ‘Green Brides’ More Attractive? An Empirical Examination of How Prospective Partners’ Environmental Reputation Affects the Trust-Based Mechanism in Alliance Formation," Journal of Business Ethics, Springer, vol. 132(4), pages 813-830, December.
    3. Joao Montez & Francisco Ruiz-Aliseda & Michael D. Ryall, 2018. "Competitive Intensity and Its Two-Sided Effect on the Boundaries of Firm Performance," Management Science, INFORMS, vol. 64(6), pages 2716-2733, June.
    4. Giada Di Stefano & Andrew A. King & Gianmario Verona, 2014. "Kitchen confidential? Norms for the use of transferred knowledge in gourmet cuisine," Strategic Management Journal, Wiley Blackwell, vol. 35(11), pages 1645-1670, November.
    5. David Eduardo Cavazos & Matthew A Rutherford & Karen Patterson, 2016. "Applying an Attribution-Based View of Reputation to Examine Firm Responses to Government Product Ratings," Corporate Reputation Review, Palgrave Macmillan, vol. 19(1), pages 59-76, February.
    6. Anne Norheim-Hansen, 2018. "The Virtues of Green Strategies: Some Empirical Support from the Alliance Context," Journal of Business Ethics, Springer, vol. 151(4), pages 1161-1173, September.
    7. Olivier Chatain & Denisa Mindruta, 2017. "Estimating Value Creation from Revealed Preferences: Application to Value-based Strategies," Strategic Management Journal, Wiley Blackwell, vol. 38(10), pages 1964-1985, October.
    8. Septianto, Felix & Lee, Michael S.W., 2020. "Emotional responses to plastic waste: Matching image and message framing in encouraging consumers to reduce plastic consumption," Australasian marketing journal, Elsevier, vol. 28(1), pages 18-29.
    9. Felix Septianto & Billy Sung & Yuri Seo & Nursafwah Tugiman, 2018. "Proud volunteers: the role of self- and vicarious-pride in promoting volunteering," Marketing Letters, Springer, vol. 29(4), pages 501-519, December.
    10. Heinberg, Martin & Ozkaya, H. Erkan & Taube, Markus, 2018. "Do corporate image and reputation drive brand equity in India and China? - Similarities and differences," Journal of Business Research, Elsevier, vol. 86(C), pages 259-268.
    11. Fernando Santini & Wagner Junior Ladeira & Diego Costa Pinto & Márcia Maurer Herter & Claudio Hoffmann Sampaio & Barry J. Babin, 0. "Customer engagement in social media: a framework and meta-analysis," Journal of the Academy of Marketing Science, Springer, vol. 0, pages 1-18.
    12. Felix Septianto & Loren Pratiwi, 2016. "The moderating role of construal level on the evaluation of emotional appeal vs. cognitive appeal advertisements," Marketing Letters, Springer, vol. 27(1), pages 171-181, March.
    13. Cesare Amatulli & Matteo Angelis & Alessandro M. Peluso & Isabella Soscia & Gianluigi Guido, 2019. "The Effect of Negative Message Framing on Green Consumption: An Investigation of the Role of Shame," Journal of Business Ethics, Springer, vol. 157(4), pages 1111-1132, July.
    14. Adriana Burlea‐Schiopoiu & Dragos Alexandru Balan, 2021. "Modelling the impact of corporate reputation on customers' behaviour," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(3), pages 1142-1156, May.
    15. Herter, Márcia Maurer & Borges, Adilson & Pinto, Diego Costa, 2021. "Which emotions make you healthier? The effects of sadness, embarrassment, and construal level on healthy behaviors," Journal of Business Research, Elsevier, vol. 130(C), pages 147-158.
    16. Patrizia Fanasch, 2019. "Survival of the fittest: The impact of eco‐certification and reputation on firm performance," Business Strategy and the Environment, Wiley Blackwell, vol. 28(4), pages 611-628, May.
    17. Jeff Wiebe & Debra Z. Basil & Mary Runté, 2017. "Psychological distance and perceived consumer effectiveness in a cause-related marketing context," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 14(2), pages 197-215, June.
    18. Nguyen, Hoang Sinh & Laufer, Daniel & Krisjanous, Jayne, 2020. "The effectiveness of guilt and shame appeals on health communications: The moderating role of self-construal and personal cultural orientation," Australasian marketing journal, Elsevier, vol. 28(4), pages 310-324.
    19. Saintives, Camille, 2020. "Guilt online vs. offline: What are its consequences on consumer behavior?," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    20. Anubhav Mishra & Satish S. Maheswarappa, 2019. "How Content Valence and Online Impression Influence Goal Achievement in Social Media Environment?," Global Business Review, International Management Institute, vol. 20(5), pages 1267-1281, October.

    More about this item

    Keywords

    Air and Terrestrial Transport Reputation; Business Intelligence; Online Reputation; Social Media;
    All these keywords.

    JEL classification:

    • E22 - Macroeconomics and Monetary Economics - - Consumption, Saving, Production, Employment, and Investment - - - Investment; Capital; Intangible Capital; Capacity
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • Z32 - Other Special Topics - - Tourism Economics - - - Tourism and Development
    • Z33 - Other Special Topics - - Tourism Economics - - - Marketing and Finance

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ris:jspord:0954. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: . General contact details of provider: https://edirc.repec.org/data/cialgpt.html .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Silvia Fernandes (email available below). General contact details of provider: https://edirc.repec.org/data/cialgpt.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.