Rob Law

Rob Law
The Hong Kong Polytechnic University | PolyU · School of Hotel and Tourism Management

About

637
Publications
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34,594
Citations

Publications

Publications (637)
Article
Some countries have places with foreign-like scenery that attracts domestic visitors to enjoy overseas-like travel experiences. However, such overseas-like travel experiences have not been widely utilized for domestic tourism development. This is likely due to the lack of awareness among the scientific community and tools for effectively identifyin...
Article
The importance of hosts‘ information disclosure on influencing guest behavior and matching efficiency has been proven by many studies. Most peer-to-peer rental platforms allow hosts to disclose constraining descriptions (such as house rules) to regulate guest behavior. However, the effects of this specific type of information disclosure on subseque...
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Rural homestay inns are an important part of rural tourism, and tourists’ support behavior intentions are important factors affecting whether rural homestay inns can be developed sustainably. The local authentic life experiences and realization of actual communication between the host and tourists are the main influencing factors for tourists to re...
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The COVID-19 outbreak posed severe challenges to tourism and hospitality. The volume of COVID-19 pertinent research has remarkably grown. This study conducted a systematic review of initial COVID-19 research in tourism and hospitality using a mixed-method approach to enable researchers to understand the state-of-the-art knowledge. Content analysis...
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Novel coronavirus (COVID-19) has had a huge impact on the global tourism industry over the past couple of years. Most previous studies investigated tourism crises after the pandemic period. Hence, to minimize the research gap, the present study investigates the impact of COVID-19 on tourism during the pandemic period. By assessing this impact, this...
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As a burgeoning mode of service management, online managerial response has become a critical aspect driving consumer online engagement and hotel performance improvement. Nevertheless, managerial response strategy, especially presentation style, is rarely studied. With a mixed method approach that includes the use of secondary data and experimental...
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To systematically understand the evolution of health tourism in China, the present study visually analyzes the theme evolution and frontiers of Chinese health tourism research on the basis of the China National Knowledge Infrastructure (CNKI) database through bibliometric analysis. The findings reflect the existence of diverse clustering themes in...
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Purpose Most previous studies have discussed the factors that drive the development of smart tourism or its benefits. Nevertheless, hindrances to smart tourism development have been largely ignored by previous studies. Hence, to bridge the aforementioned research gap, the present study identified the hindrances to smart tourism development in Hong...
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This study aims to forecast international tourist arrivals to Hong Kong from seven English-speaking countries. A new direction in tourism demand modeling and forecasting is presented by incorporating tourist-generated online review data related to tourist attractions, hotels, and shopping markets into the destination forecasting system. The main em...
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Purpose The purpose of this study is to develop a holistic resilience framework and its contributing factors for organizations in the hospitality and tourism industry for coping with uncertain environments, such as those brought about by the COVID-19 pandemic. Design/methodology/approach This conceptual paper is based on a broad review of the lite...
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As the process of cultural tourism integration gradually deepens, determining how to tap into the night tourism economy has become a new focus of the industry. Among the core cities in the Guangdong-Hong Kong-Macao Greater Bay Area, Hong Kong, and Macau have formed a more mature model of sustainable development of night tourism economy, whereas it...
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Many prior studies confirmed the effectiveness of applying managerial response strategy on the performance of service providers. However, studies focusing on the effect of the specific types of managerial response remain limited. Thus, based on a longitudinal dataset, the present study uses a machine-learning method to identify the apologetic respo...
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Live streaming, a reciprocal communication technology allowing real-time interactions, is widely embraced by tourists and tourism business operators. Mirroring its prosperity in practice, research about live streaming in tourism and hospitality sprang up since the pandemic. This paper is the first attempt to systematically review live streaming and...
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Anthropomorphizing chatbots can facilitate effective customer interaction. Based on a mixed method, this study explores perceived chatbot anthropomorphism cues and their effects on customers’ chatbot usage intentions (UIs)in the online travel agency context. Findings suggest that (1) social presence cues and emotional message cues are major anthrop...
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This work constructs an evaluation index system and quantitatively explores the coupling coordination relationship between the tourism development system and the medical services system in China. Results show that the degree of coupling coordination between the tourism development system and the medical services system showed a good upward trend in...
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The present study examined the perception, reaction (i.e., possible measures), and future development from the perspectives of hotel and tourism practitioners and experts to investigate the influence of coronavirus disease 2019 (i.e., COVID-19) on the hospitality and tourism industry in China. After conducting 58 in-depth interviews among hotel and...
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Purpose: Online reviews have become increasingly important, and numerous studies have noted the effect of social factors on the review provision of users. This study makes an early attempt to investigate how hometowner contributions, which are defined as prior reviews posted by users from the same city, affect the quality of reviews by focal users....
Chapter
Electronic word-of-mouth (eWOM) is regarded as crucial in business development. Given the intangible nature of tourism and hospitality products, potential customers find it hard to assess them before making purchase. Accordingly, online customer reviews and management responses have influential roles in their decision-making process. While a pletho...
Chapter
ENTER conference is an annual international event organized by the International Federation for Information Technology and Travel and Tourism (IFITT). Since 1994, this conference has been providing a platform for academics, industry practitioners, governments, and other organizations to share their research about information and communication techn...
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As the world’s largest consumer group, Generation Z’s (Gen Z) influence and purchase ability facilitate the upgrading of consumption. This study investigated a new phenomenon: food favorability, that is, customer preference for diet and food, by using a mixed-methods approach in three studies. Taking Chinese Gen Z as an example, Study 1 developed a...
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With the support of the social representation approach, this study explores what role social interaction plays in the process of destination image formation in a group vacation travel context. Participants are ten tourists traveling to Jordan on a 10-day packaged tour. Data were collected with pre-and post-visitation in-depth interviews and partici...
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Competition is a double-edged sword that can benefit the society or hurt the related parties, thus its effect deserves attention from academe and industry. Taking advantage of the design of managerial response on travel websites, this study focuses on how competition influences hotels’ online efforts suggested by managerial response. By constructin...
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Tourism, as a new way of industrial poverty alleviation, is of great significance to poverty reduction in border areas. This research takes the Sino–Vietnamese border tourism area as a case study and introduces a sustainable livelihood analysis framework. It collects questionnaire data from Napo County of Guangxi and uses structural equation modeli...
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Purpose This study aims to build a comprehensive knowledge structure of smart hospitality and tourism research. Design/methodology/approach Content analysis is carried out on the themes of pertinent research from the perspectives of customers, suppliers, technology and policymakers. Findings Results show that over half of the reviewed articles ar...
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Using bibliometric analysis, this research provides a comprehensive, systematic, and visual overview of 441 studies related to smart tourism, which were published between 2010 and 2021, thus considering the state of research and trends in this research field from the beginning of smart tourism research to the entry of the fifth-generation mobile co...
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Purpose This study aims to offer a comprehensive review of mobile payment (m-payment) research in hospitality and tourism. Design/methodology/approach This study systematically reviews 105 m-payment-themed publications retrieved from five research engines including EBSCOhost, Google Scholar, Web of Science, ScienceDirect and Scopus. Content analys...
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Prior studies have documented local bias in online product and online crowdfunding markets. By collecting a unique longitudinal dataset covering 91,693 Airbnb properties, we find evidence that local bias also exists in peer-to-peer rental platforms. We also prove that local bias has a negative consequence on guest satisfaction and property reputati...
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Purpose This paper aims to examine the dynamics of emotional cues and cognitive cues in review fakeness. Additionally, the boundary condition (i.e. review valence) for the dynamics between emotional cues and cognitive cues is investigated. Design/methodology/approach This research conducted two studies, which analyzed restaurant and hotel reviews...
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Smart tourism is a burgeoning development direction in recent decades. However, research on smart tourism development from the perspective of multi-stakeholders is limited, which is important for policymakers and suppliers. Hence, this study aims to solicit insights from smart tourism-related stakeholders to construct a framework for developing Hon...
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Infectious disease normally largely affects international tourist flow. For example, the novel coronavirus (COVID-19) outbreak has greatly affected global tourism, and its effect is expected to extend further. As the first country in the world to detect the pandemic, how the international tourist flow to Mainland China (hereafter known as China) ch...
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Whether or not management can moderate the relationship between online search and the restructuring performance of hospitality firms remains unknown. We conduct an early investigation by distinguishing the heterogeneous effects of different online platforms, human moods, and restructuring types of hospitality firm restructuring. The findings reveal...
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The spread of COVID-19 and large-scale travel restrictions has caused serious damage to the global tourism industry. Tourists pay additional attention to public health services and their health during travel, but studies on tourism public health service quality (TPHSQ) are limited. Therefore, this study aims to define TPHSQ and revise and validate...
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As the fifth-generation (5G) mobile communication technology captures public attention, reviewing the first to fourth generations with the anticipated implications of 5G and afterward, and future research would present a useful value to the literature. This study uses a systematic content analysis methodology to provide a comprehensive and interdis...
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Understanding and being able to measure, analyze, compare, and contrast the image of a tourism destination, also known as tourism destination image (TDI), is critical in tourism management and destination marketing. Although various methodologies have been developed, a consistent, reliable, and scalable method for measuring TDI is still unavailable...
Article
As tourism researchers continue to search for solutions to determine the best possible forecasting performance, it is important to understand the maximum predictivity achieved by models, as well as how various data characteristics influence the maximum predictivity. Drawing on information theory, the predictivity of tourism demand data is quantitat...
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Although website functionality and usability have gained much attention of previous research, along with the recent development of mobile payment, payment behavior of travelers has been gradually changed. Nevertheless, limited studies have investigated the impact of mobile payment‐related functionality and usability on consumers' hotel repurchase i...
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Purpose Collecting information from and interacting with customers through mobile platforms for personalization purposes have become a trend. While mobile-based value co-creation has attracted wide research attention, a noticeable gap exists regarding what might potentially affect the firm–customer interaction process through which value is co-crea...
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The large amounts of hospitality and tourism-related search data sampled at different frequencies have long presented a challenge for hospitality and tourism demand forecasting. This study aims to evaluate the applicability of large panels of search series sampled at daily frequencies to improve the forecast precision of monthly hotel demand. In pa...
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The tourism industry is an environmentally sensitive one. The recent outbreak of the Coronavirus Disease 2019 (COVID-19) severely hit the global tourism industry. Nonetheless, future tourism development directions affected by the recent COVID-19 and feasible solutions for the recovery of the tourism industry in the existing literature were limited....
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Internet techniques significantly influence the tourism industry and Internet data have been used widely used in tourism and hospitality research. However, reviews on the recent development of Internet data in tourism forecasting remain limited. This work reviews articles on tourism forecasting research with Internet data published in academic jour...
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A cruise ship constitutes a unique research laboratory for the study of workplace bullying and presenteeism because of its manifestation of the phenomena and situations that traditionally characterize total institutions. This study analyzes the role of workplace bullying as a potential risk factor for presenteeism in the workplace and the moderatin...
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Cultural media, film, and television works can increase the popularity of the image of tourist destinations, thereby promoting the sustainable development of the tourism industry and obtaining economic benefits. This study takes Chinese kung fu film and television as examples to explore the mechanism of audience participation in the perception of t...
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Synthesizing and integrating the works of 78 journal articles on the effect of website design on consumers, this study reconceptualizes and redefines five design features constituting effective website design for tourism and hospitality. The review shows that content and system designs are the most studied design features, followed by social, senso...
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Hotel websites are vital information channels for potential customers. Hence, their readability and attractiveness play a key role in online marketing for hotels. This study attempts to investigate how hotels use language strategies to better market themselves online. This study first proposes an analytical framework on the basis of appraisal theor...
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This study reviews the working conditions in the emerging cruise industry by using a holistic and systematic approach, as well as the effects on work engagement of two groups of clearly differentiated employees, namely, officers and nonofficer employees. Our sample comprised 353 cruise workers. Regression analysis confirmed the research purposes of...
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This research is a longitudinal study of 77 articles on hotel corporate social responsibility (CSR) practices published in tourism and hospitality journals indexed in the Social Sciences Citation Index. Content analysis is used to evaluate the nature of the articles, including the article profile, use of theories, use of research approaches, and re...
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The value co-creation behavior of residents can contribute to the sustainable development of intangible cultural heritage (ICH) tourism. This paper aims to provide a theoretical framework that uses “cognition–affection–behavior” theory to explain how the two variables of tourism development perception and emotional solidarity affect the value co-cr...
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This paper compares the determinants of guest experience at luxury hotels in Mainland China before and during the pandemic—COVID-19. In particular, 740 Chinese reviews posted before the pandemic outbreak, and 1283 reviews posted during the pandemic were collected. Text analytics were applied to segment and count the frequency of words in these onli...
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Through utilizing a mixed-method approach, this study critically reviews and synthesis work-family research in the hospitality contexts. Academic research on work and family relationships of hospitality employees has developed over the last 20 years, and findings have been inconsistent. The present study provides an up-to-date assessment of work-fa...
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Purpose This study aims to illustrate how organizational support can reduce work-family conflict (WFC) and improve job/life satisfaction by synthesizing the empirical findings among hospitality employees. Design/methodology/approach Previous empirical papers were searched through tourism and hospitality journals and 54 studies were ultimately sele...
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Identifying the tourist flow of a destination can promote the development of travel-related products and effective destination marketing. Nevertheless, tourist inflows and outflows have only received limited attention from previous studies. Hence, this study visualizes the tourist flow of Tibet through social network analysis to bridge the aforemen...
Chapter
Nowadays all tourists are avid photographers who not only openly share their photos with the world, they also secretly reveal what they most admire or ignore about the places they visit. In their recently-published article Huy Quan Vu of Victoria University, Jian Ming Luo of City University of Macau, Ben Haobin Ye of Sun Yat-Sen University, Gang Li...
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High volumes of tourists often pose a threat to tourism and decrease the quality of life for local residents, particularly in attractive urban tourism places. Yet, to date only a few solution-oriented studies have attempted to alleviate the overtourism problems and to improve the resident-tourist relationship. This study aims to present potential s...
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With the advent of the fifth-generation mobile communication technology era, mobile technology will further change tourism. However, studies on mobile technology in tourism from the perspective of bibliometrics and visualization are limited. This research aimed to systematically, comprehensively, and objectively analyze the current research status...
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This study analyzes the contents of 115 articles related to the risk of tourism diseases to investigate research development trends from the period after the outbreak of severe acute respiratory syndrome to early 2020. The main findings show that researchers lack attention to the risk posed by tourism-related diseases, and research on these disease...
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Technology has been gradually and widely applied to the hotel industry. Nevertheless, even though the impact of cultural values on technology adoption has been explored by previous studies, how individual-level cultural values affect hotel technology adoption was overlooked by prior studies. Hence, to bridge the aforementioned gap, the present stud...
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Rapid technology development has greatly changed the hotel structure in operation or customer relationship management. Most previous studies simply employed either the technology readiness index (TRI) or considered the technology acceptance model (TAM) to predict consumer behavior from the perceptions of consumers. Nonetheless, only limited studies...
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Unlike online travel agencies (OTAs), travel review websites allow travellers without purchase records to share their opinions. However, the effects of two mechanisms, namely, verified and unverified reviews, on traveller decisions remain unclear. In this study, managerial responses (MRs) and traveller bookings data were collected from TripAdvisor...
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Purpose This paper aims to investigate the temporal dynamics of users browsing activity on a hotel website in order to derive effective marketing strategies and constantly improve website effectiveness. Users' activities on the hotel's website on yearly, monthly, daily and hourly basis are examined and compared, demonstrating the power of informati...
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The sharing economy is a new phenomenon that has considerable implications for traditional industries in general and the hospitality sector in particular. Although some recent studies have investigated the effects of sharing economy on the hotel industry, they primarily focused on quantifying its effects which are not exploratory for a phenomenon....
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Purpose This study aims to take boutique luxury hotels as its research subject to enrich the view on the self-positioned image of luxury hotels and simultaneously compare this image with the one perceived by customers. It also investigates whether a gap exists between the two images. Design/methodology/approach The best-rated boutique luxury hotel...
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This viewpoint article argues that the impacts of the novel coronavirus COVID-19 call for transformative e-Tourism research. We are at a crossroads where one road takes us to e-Tourism as it was before the crisis, whereas the other holds the potential to transform e-Tourism. To realize this potential, e-Tourism research needs to challenge existing...
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Private social dining is a new form of service emerging in culinary tourism. Although its popularity has been increasing worldwide, studies on private social dining, especially its influence on tourism, are limited. The present work aims to explore tourists' experiences using private social dining as a context by constructing the dimensions for tou...
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This study identifies the core marketing subjects in e-hospitality programmes and presents a new approach to redesign them for hospitality education programmes in professional tertiary institutions to embrace technological advances. The approach integrates interdisciplinary, cross-disciplinary and multidisciplinary features of e-hospitality through...
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Mazu belief was recognized by United Nations Educational, Scientific and Cultural Organization (UNESCO) as the Intangible cultural heritage of Humanity in 2009, which is China’s first world-class folklore intangible cultural heritage. More than 5000 Mazu temples and 200 million tourists who believe in Mazu can be found worldwide. The aim of the stu...
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The recent decades have witnessed various epidemics. This year, COVID-19 has severely hit the global tourism industry, especially in destinations that largely depend on tourists from Mainland China. While the government should prioritize the curbing of epidemics, minimal attention has been paid to residents' positive outlook of tourism recovery, wh...
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Urbanization in China is considered an important force for global sustainable development. In particular, China’s urbanization is of great significance to achieve the Millennium Goals of the UN. Hence, an in-depth understanding of China’s urbanization sustainable development process and model of sustainable development is urgently needed. As a resu...
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This study introduces topic modelling into the analysis of theme park online reviews to determine visitor behaviour and experiences. An exploratory analysis involving major Disneyland theme parks is presented using a large-scale review data set. A comprehensive list of the topics discussed by visitors when visiting Disneyland theme parks is constru...