Paulo Rita

Paulo Rita
NOVA Information Management School (NOVA IMS) Universidade Nova de Lisboa Portugal

PhD in Marketing

About

134
Publications
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4,382
Citations

Publications

Publications (134)
Article
This research aimed to understand how airline companies are addressing the crisis generated by the Covid-19 pandemic and handling issues like cancellations and customer (dis)satisfaction. Research on online reviews from the most popular tourism website, TripAdvisor, was conducted through the collection of review posts from the leading 10 worldwide...
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Purpose With the growing popularity of social media, it has become common practice for consumers to write online reviews to share their opinion and experience as well as consider others' reviews to inform purchase decision-making. This study investigated how online review sentiments towards four key aspects (food, service, ambience and price) chang...
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Consumers are conscious of increasing online purchases and demand sustainable con- sumption friendly actions. Although there is increasing interest in this topic, the research status, development, and structure of consumer behavior and sustainability in e-commerce research is scarce. This study aims to analyze the intellectual, conceptual, and soci...
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Purpose This paper analyzes previously unmeasured effects of a response to a service incident called “benevolent” within the customer –firm relationship. Design/methodology/approach A questionnaire was administered to telecommunication customers in a Western European country, and the model was estimated using partial least squares (PLS). Findings...
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Online reviews have bridged the gap between traditional word-of-mouth and viral communication, influencing peer's decision processes. Analyzing tourists' online reviews helps hotels address overall customer (dis)satisfaction. Using sentiment analysis to understand reviewers' satisfaction and analyze the voice tone and expressed feelings, this resea...
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This paper reports on a thorough analysis of the scientific literature using data and text mining to uncover knowledge from online reviews due to their importance as user‐generated content. In this context, more than 12,000 papers were extracted from publications indexed in the Scopus database within the last 15 years. Regarding the type of data, m...
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With the prevalence of social media, a great deal of research has examined consumer engagement in social media brand communities. However, we lack a holistic understanding of the phenomena. Given the importance and relevance of this topic to Information Systems researchers, this study aims to summarise the current state of research on the topic and...
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Consumer neuroscience is a growing field in both marketing and consumer behavior research. The number of articles published on the topic has increased exponentially in the last 15 years. However, there is still no compreenshive analysis of the literature highlighting the main constructs, trends and research gaps found in such a large collection of...
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The COVID-19 pandemic has raised a number of new realities, sets of data, and oppor- tunities for data-driven approaches, decisions, and conclusions. One particular area for which developments and data have been made available in record time is related to vaccines and their impacts on health conditions and saving lives. In this article, we use publ...
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In the last years, the development of social media and digital technology have empowered customers to strongly engage with firms, to freely behave choice wisely and to influence other customers either positively or negatively. This study sought to extract latent information on theme park visitor perception and experience through sentiment analysis...
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Address matching continues to play a central role at various levels, through geocoding and data integration from different sources, with a view to promote activities such as urban planning, location-based services, and the construction of databases like those used in census operations. However, the task of address matching continues to face several...
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Over the past two decades, the tourism industry has witnessed a range of health-related crises, with the recent outbreak of COVID-19 bringing the industry to a standstill. This systematic literature review serves to understand previous health crises, impacts, and consequences in the tourism industry and identify the current status, intellectual str...
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Purpose Social media has become the main venue for users to express their opinions and feelings, generating a vast number of available and valuable data to be scrutinized by researchers and marketers. This paper aims to extend previous studies analyzing social media reviews through text mining and sentiment analysis to provide useful recommendation...
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Consumer-brand identification and consumer engagement in social media brand communities (SMBC) are two of the concepts most highlighted in recent studies, as brand benefit facilitators. This study addresses the importance of these two concepts and their interaction effect on brand loyalty in the fast-moving consumer goods (FMCG) category. The resul...
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The emergence of peer-to-peer accommodations has revolutionized the hospitality industry. Yet, research on peer-to-peer service failures and consumer forgiveness remains scant. This paper shows that relationship type—whether communal ("Airbnb host") or exchange ("hotel")—influences consumer forgiveness in a post-recovery context. Across five studie...
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This study applies the germane principles of service-dominant logic by investigating how different dimensions of service value impact customers’ satisfaction and related behavioral intentions in the surf camps context. An empirical model was developed and tested via survey responses from 300 Portuguese surf camps tourists who profiled their experie...
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This paper is focused on research addressing a large quantity of data extracted from online reviews written by tourists visiting islands. These were extracted from TripAdvisor regarding island tourist destinations since there is a gap in the scientific literature using this approach on island tourism. The Islands of the Sun, Boa Vista and Sal, of C...
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The aviation industry is searching for innovative solutions to boost its business in a sector that operates on a financial knife-edge driven by fierce competition. This paper seeks to identify how blockchain, an immutable and append-only data ledger, can impact the aviation industry. This study presents the results from 18 interviews with industry...
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This paper expects to understand professionals’ opinion concerning the impact of the increasing use of Social Media (SM) and commercial Mobile Applications (MA) instead of retail websites in their online strategy. Unstructured interviews with Internet professionals were applied on the LinkedIn professional SM platform, and one hundred and twenty-se...
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Palavras-chave: Covid-19, crise, transformação digital, hotel, pandemia.
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The present COVID-19 pandemic is happening in a strongly interconnected world. This interconnection explains why it became universal in such a short period of time and why it stimulated the creation of a large amount of relevant open data. In this paper, we use data science tools to explore this open data from the moment the pandemic began and acro...
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The most popular travel platforms in the world are Booking.com and TripAdvisor. Both these platforms take advantage of users' reviews as a source of information to help other users in their traveling decision processes. These users' reviews are creating, recreating, and destroying online reputation, and consequently affecting firms brand image. Man...
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This research aims to assess air travelers' concerns affected by the Coronavirus pandemic, expressed in the comments they wrote online. A sample of 639 comments written on the Italian National Consumer Union website and related to the airline industry was assessed through an automated sentiment analysis in this study. The achieved results showed th...
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Lessons from previous endemics/pandemics show which type/timing of public health measures had a significant influence on the impact of diseases. However, those show that public health measures and travel restrictions represent a significant burden on countries’ economies, especially in the tourism industry. This study aims to investigate whether a...
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Purpose Inclusive tourism has the potential to counter balance some of the disadvantages relating to tourism development and effectively exert positive impacts on society at large and specifically on tourist destinations. However, there is a research gap in studies on inclusiveness related to the promotional efforts of national destination manageme...
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Smart tourism can benefit from Big Data to offer personalized services that better meet tourist demands. This study addresses the adaptation versus globalization debate by analyzing all reviews made about New York City (NYC) on Booking.com, a total of 115,297 reviews for 307 hotels. The collected dataset was divided into 10 cultural clusters and ca...
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Private label brands (PLB) have been increasing both perceived quality and consumer acceptance in the last decades, which has compelled national brands (NBs) to invest in maintaining consumer confidence and preference. Recent economic crisis led consumers to become more price sensitive and more worried about cutting on daily needs, such as food con...
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This research aims to extend the model of goal-directed behavior, by deepening its emotional path and including new variables to predict tourist behavioral intention: hedonism, destination experience, and tourism innovativeness. Based on a final sample of 457 European tourist nationals, the findings showed the significant influence of hedonism and...
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Purpose This study aims to understand if an online dating app is considered an acceptable channel to conduct advertising activities and understand the differences between Generations X, Y and Z for such acceptance. Design/methodology/approach A total of 411 Tinder users’ reactions were obtained and analyzed using text mining to compute the sentime...
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Purpose – Strategic goal achievement in every sector of a company relies fundamentally on the firm ’ s employees. This study aims to disclose the factors that spur employees of major Information Technology (IT) companies in the United States (US). Design/methodology/approach – In this paper, 15,000 reviews from the top 15 United States IT companies...
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Purpose Overall, there is a lack of research using online reviews as a proxy of customer experience when addressing the study of tourism in island destinations. Design/methodology/approach The current investigation aims to fill this gap by focussing on an African small island developing states, i.e. Cape Verde. This paper reports of tourist review...
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Due to developments in social media, brands have integrated social networking sites (SNSs) as an important part of their communication mix. This change calls for studies that help to understand the role of SNS in the communication mix through further investigating their effects on brands and acknowledging their influencing triggers. Concerning that...
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Purpose The purpose of this study is to contribute with new insights into the nature, dimensionality and measurement of the core essence of the small city boutique hotel (SCBH), something which has been limited in the literature to date. It further explores the conceptual relationships of SCBH with other constructs, providing greater understanding...
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The purpose of this study is to develop new knowledge to better understand the most important dimensions of e-service quality that have impact on customer satisfaction, customer trust, and customer behavior, building on existing literature on e-service quality in online shopping. This study focuses on the four-dimensions of e-service quality model...
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Purpose The purpose of this paper is to analyse the different typologies of tourists that appear in cities that are in a different position within the destination life cycle. Barcelona and Lisbon, two urban destinations, with a strong growth of tourists in the last two decades, which are in advanced stages of their life cycle, and Lima, which has a...
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Purpose Airbnb Experiences is a new type of service launched by Airbnb in November 2016, where users can offer travellers a wide range of activities. This study devotes attention to analysing customer feedback expressed in online reviews published in Airbnb to evaluate those experiences. Design/methodology/approach A total of 1,110 reviews were co...
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Mobile applications (MA) and social media (SM) platforms are changing Internet user behavior. This study aims to unveil within current academic literature, the fields where usability research has been focusing their efforts in the dimensions institutional websites (IW), SM and MA usability, and to suggest possible paths for future studies. Search w...
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Opinions shared by peer travelers help tourists decrease the risks of making a poor decision. However, the increasing number of reviews per experience makes it difficult to read all reviews for an informed decision. Therefore, reviewers who make a personal and explicit recommendation of the services by using expressions such as “I highly recommend”...
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This empirical data-driven research aims to unveil thought-provoking insights on the U.S. hotel offer across its 50 states. Information of more than 30,000 hotels was collected through web scraping from TripAdvisor. Using such data, 50 support vector machine models were trained to model the TripAdvisor score, one per state, to assess the convergent...
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Purpose Virtual reality (VR) and augmented reality (AR) are two technological breakthroughs that stimulate reality perception. Both have been applied in tourism contexts to improve tourists’ experience. This paper aims to frame both AR and VR developments during the past 15 years from a scientific perspective. Design/methodology/approach This st...
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Purpose National tourism offices worldwide implement marketing strategies to influence tourists’ choices. However, there is more than meets the eye when it comes to choosing a city as a tourism destination. The purpose of this paper is to answer which are the characteristics that play a key role in room occupancy. Design/methodology/approach Div...
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Purpose This paper aims to identify the main themes shared in online reviews by airline travellers, as well as which of these themes were linked with higher and lower value for money ratings. Design/methodology/approach The research used mixed content analyses (i.e. quantitative and qualitative) to examine 1,200 reviews of six airline companies...
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The evolution of technology changed the external environment surrounding businesses creating a plethora of new opportunities and challenges. Particularly, social network platforms became attractive to companies due to their interactive nature as they increase consumers’ and brand opportunities for developing long-term relationships and engagement....
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The current study explores how brands create and maintain online relationships with consumers through their Websites, Facebook and Instagram brand pages. Findings show that Websites perform better in the two strategies disclosure and information dissemination. Regarding the strategy interactivity and involvement, websites lack interactive features...
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This study presents an enhanced automated approach based on literature analysis and synthesis for establishing the dimensions of the ethnic marketing literature, covering a set of 239 journal articles published by nine major publishers. The approach reported is enhanced by two novel procedures to address previously identified limitations, namely: d...
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This study employed a data mining approach to model the quantitative scores given to hostels located in Beijing, China, and Lisbon, Portugal, in guests’ online reviews posted on Booking.com. A neural network was built using a total of nine input features (e.g. age, most and least favorite aspects, travel and traveler types, nationality, hostel, and...
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This research aims to understand how the interactions across several social networks influence the visibility of a luxury brand's most relevant social network which acts as a showcase (Instagram). A data mining approach is proposed for modeling the number of likes on Instagram using 365 posts published in the luxury brand's different social network...
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Purpose This paper aims to embrace the challenge of performing a state-of-the-art scientific literature analysis in data science for hospitality and tourism. This is important because relatively little contemporary analysis has been published. Design/methodology/approach Data on over 800 publications were collected from the Scopus database and a...
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Purpose This study aims to propose a data-driven approach, based on open-source tools, that makes it possible to understand customer satisfaction of the accommodation offer of a whole country. Design/methodology/approach The method starts by extracting information from all hotels of Portugal available at TripAdvisor through Web scraping. Then, a...
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This study sought to identify the main dimensions of shopping experiences shared online by tourists after visiting luxury shopping centres and to ascertain the main narratives linked with any dissatisfaction these tourists express. A mixed content analysis was conducted on 1050 reviews describing shopping experiences in seven luxury shopping centre...
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Using a case-study based approach, this research contributes to the standardisation versus adaptation debate in global marketing. It analyses the influence of the local culture dimension reflected in consumers' comments in the Facebook platform regarding a new global technological product, the Samsung Galaxy S8/S8+, launched worldwide in 2017. Cons...
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The present study adopts a data mining approach based on support vector machines (SVM) for modeling the number of sales of smartphone devices by eBay sellers. The data-based sensitivity analysis was adopted for extracting meaningful knowledge translated into the relevance of each input feature for the model. Such approach allowed unveiling that the...
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Recent studies have highlighted the importance of social media brand communities to brand loyalty. This paper aims to stress the role of the brand in that relationship, suggesting a conceptual model in mass-market products in which consumers' engagement in social media brand communities, brand identity, and consumer-brand identification are related...
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Purpose The purpose of this paper is to further our knowledge of what influences users to adopt mobile augmented reality in tourism (MART). A conceptual model is proposed, combining the extension of Unified Theory of Acceptance and Usage of Technology (UTAUT2) with task technology fit (TTF), to explain behavioural intention and user behaviour of M...
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This study presents a literature analysis using a semiautomated text mining and topic modelling approach of the body of knowledge encompassed in 17 years (2000–2016) of literature published in the Wiley's Expert Systems journal, a key reference in Expert Systems (ESs) research, in a total of 488 research articles. The methodological approach includ...
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Purpose The increasing competition among higher education institutions (HEI) has led students to conduct a more in-depth analysis to choose where to study abroad. Since students are usually unable to visit each HEIs before making their decision, they are strongly influenced by what is written by former international students (IS) on the Internet....
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A large number of people worldwide play free-to-play Massive Multiplayer Online Games (MMOGs) on a regular basis. Considering the significant amount of investment required in the early phases of game development, product managers aiming to quickly attract players deploy several in-game premium features which can be purchased by players willing to l...
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With the evolution of web 2.0 and social networks, customers and companies’ online interaction is growing at a fast pace, containing valuable insights about consumers’ expectations that should be monitored and explored in a day-to-day basis. However, such information is highly unstructured and difficult to analyze. There is an urgent need to set up...
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Purpose This study presents a model drawn on both the extension of the unified theory of acceptance and use of technology (UTAUT2) and the perceived value for explaining consumer behavior toward mobile hospitality services (MHS) from two perspectives: intention to use and recommendation. Design/methodology/approach The partial least square (PLS)...
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Millennials are one of the largest groups to be targeted by tourism companies. This paper compares the travel motivations of Millennials from both the United States and the United Kingdom by ratings, rankings and perceptual structures of both push and pull factors. This exploratory study used a questionnaire to examine the inner motivations (e.g. p...
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Purpose This paper aims to present an automated literature analysis to unveil the drivers for incorporating social media in tourism and hospitality brand strategies. Design/methodology/approach To gather relevant literature, Google Scholar was queried with “brand”/“branding” and “social media” for articles in ten top-ranked tourism and hospitality...
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The discovery of knowledge through data mining provides a valuable asset for addressing decision making problems. Although a list of features may characterize a problem, it is often the case that a subset of those features may influence more a certain group of events constituting a sub-problem within the original problem. We propose a divide-and-co...
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Digital corporations are creating new paths of business driven by consumers empowered by social media. Understanding the role that each feature drawn from online platforms has on price fluctuation is vital for leveraging decision making. In this study, 5603 simulations of online reservations from 23 Portuguese cities were gathered, including charac...
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This study presents a data mining approach for modeling TripAdvisor score using 504 reviews published in 2015 for the 21 hotels located in the Strip, Las Vegas. Nineteen quantitative features characterizing the reviews, hotels and the users were prepared and used for feeding a support vector machine for modeling the score. The results achieved reve...
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Given the research interest on Big Data in Marketing, we present a research literature analysis based on a text mining semi-automated approach with the goal of identifying the main trends in this domain. In particular, the analysis focuses on relevant terms and topics related with five dimensions: Big Data, Marketing, Geographic location of authors...
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The need to leverage knowledge through data mining has driven enterprises in a demand for more data. However, there is a gap between the availability of data and the application of extracted knowledge for improving decision support. In fact, more data do not necessarily imply better predictive data-driven marketing models, since it is often the cas...
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This paper examines the influence of four variables on online tourism customer satisfaction: website image perceptions, online routine, online knowledge, and customer innovativeness, and their simultaneous effects. The analysis gauges the moderating role of three socio-demographic characteristics: gender, age group, and educational background. A sa...
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The development of the Internet and mobile devices enabled the emergence of travel and hospitality review sites, leading to a large number of customer opinion posts. While such comments may influence future demand of the targeted hotels, they can also be used by hotel managers to improve customer experience. In this article, sentiment classificatio...