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Over the past few years, researchers have studied the topic of online consumer feedback. Most of these studies focus on consumer decision making, and managing a hotel's image. Consequently, more research could explore consumer-generated feedback from the viewpoint of hotel operations and service quality improvement. The present research explored the ways in which hotel General Managers use feedback from consumers (namely online), experts, and internal sources to improve service quality. A combination of a quantitative survey and qualitative interviews were utilized. The study targeted General Managers of upscale hotels. Quantitative data was analyzed using multiple and simple regression analysis, correlations, and ANOVA. Results demonstrate that General Managers pay unequal amounts of time and effort to evaluating the various types of feedback. Furthermore, there were also significant differences in the perceived reliability of each source. The present research discovered a strong link between customer satisfaction survey scores and online reviews, as reported by General Managers. The reviews of consumers and experts also displayed significant relationships. Keywords: Online reviews Expert feedback Hotel rating systems Electronic Word-of-Mouth Service quality Hotels, 1. Introduction Today, General Managers often suffer from information overload. They receive constant feedback from their consumers via customer satisfaction surveys, online reviews, letters, e-mails, and in-person complaints, among others. [...]

The study provides a much-needed understanding of how non-visitors form naive destination food images. Specifically, it uses Projective Techniques to identify Egyptian food perceptions held by Americans who never visited Egypt nor tried Egyptian food. Nine food image dimensions were identified: health and nutrition, food culture and heritage, distinctiveness, food quality and variety, flavor profile, cooking methods and ingredients, price and informality, dining places, and table manners. The study showed that non-visitors visualize a destination's food and cuisine based on its cultural and environmental features. It also shows that non-visitors derive their naïve destination food images in part from their home country food experiences and places they have visited. Although this study is based on individuals with no Egyptian food experience, it suggests that many secondary experiences influence food images formation.

Food image is increasingly recognized as a source of destination brand building; however, food image variations between different tourist groups are not well understood. Using projective techniques, this study captures the variation of food images among visitors and non-visitors to Egypt. Differences exist in four food image domains: food health and quality, food accessibility and dining places, food production and cooking methods, and food culture and heritage. Findings support the dynamic nature of tourist food images. Non-visitors held predominantly generic, cognitive-based, and holistic food image perceptions. In contrast, visitor food images were complex, specific, and more accurate. The study advances the literature by clarifying how non-visitors abstract and identity-centric stereotypes develop into concrete experiential-based food images. The identified image congruences and gaps offer a basis for positioning and developing food tourism products for Egypt and similar destinations. The results help destinations tailor their marketing strategies to different visitor groups.

AbstractResearch suggests that emotions and emotional intelligence are related to student motivation. Additionally, instructional design is known to influence student attitudes and subsequent content engagement; therefore, this study examined the relationship between students' attitudes towards E-learning and their emotional intelligence. The emotional intelligence of 33 postsecondary hospitality students was assessed using Bar-On's EQ-i:S. Students were then directed to a computer-based lesson. Upon completion, student attitudes towards the computer-based delivery were assessed using Keller's Instructional Material Motivation Survey. Pre-and post-tests were performed to assess knowledge gain. In general, as students' ESI increased, their attitude towards the computer-based instruction also increased. Students with average-high ESI expressed significantly more positive attitudes towards the instruction than those with low-average ESI.