The business value of online consumer reviews and management response to hotel performance

被引：400
|
作者：
Xie, Karen L. [1 ]
Zhang, Zili [2 ]
Zhang, Ziqiong [2 ]
机构：
[1] Univ Denver, Daniels Coll Business, Denver, CO 80208 USA
[2] Harbin Inst Technol, Sch Management, Harbin 150001, Peoples R China
来源：
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2014年 / 43卷
基金：
中国国家自然科学基金;
关键词：
Consumer reviews; Management responses; Hotel performance; Reputation management; WORD-OF-MOUTH; USER-GENERATED CONTENT; CUSTOMER SATISFACTION; PRODUCT REVIEWS; MODERATING ROLE; SOCIAL MEDIA; IMPACT; HOSPITALITY; DYNAMICS; BEHAVIOR;
D O I：
10.1016/j.ijhm.2014.07.007
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The business case for investing in online reputation has received increasing scrutiny in recent years. This study identifies the business value of consumer reviews and management responses to hotel performance. We present a panel data analysis of online consumer reviews and management responses of 843 hotels on a hotel review website. The results show that overall rating, attribute ratings of purchase value, location and cleanliness, variation and volume of consumer reviews, and the number of management responses are significantly associated with hotel performance. In addition, variation and volume of consumer reviews moderate the relationship between overall rating and hotel performance. Management responses, together with variation and volume of consumer reviews, moderate the relationship between certain attribute ratings and hotel performance. Implications of utilizing consumer reviews and management responses to leverage hotel business are provided. (C) 2014 Elsevier Ltd. All rights reserved.
引用
收藏
页码：1 / 12
页数：12
相关论文
共 50 条
  • [1] Modeling consumer distrust of online hotel reviews
    Ahmad, Wasim
    Sun, Jin
    INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT, 2018, 71 : 77 - 90
  • [2] An Empirical Investigation of the Longitudinal Effect of Online Consumer Reviews on Hotel Accommodation Performance
    Tseng, Timmy H.
    Chang, Shao-Hsun
    Wang, Yu-Min
    Wang, Yi-Shun
    Lin, Shin-jeng
    SUSTAINABILITY, 2021, 13 (01) : 1 - 16
  • [3] Assessing the Value of Hotel Online Reviews to Consumers
    Reino, Sofia
    Massaro, Maria Rita
    TOURISM AND CULTURE IN THE AGE OF INNOVATION, 2016, : 485 - 497
  • [4] Tried and tested: The impact of online hotel reviews on consumer consideration
    Vermeulen, Ivar E.
    Seegers, Daphne
    TOURISM MANAGEMENT, 2009, 30 (01) : 123 - 127
  • [5] Is webcare good for business? A study of the effect of managerial response strategies to online reviews on hotel bookings
    Lopes, Ana Isabel
    Malthouse, Edward C.
    Dens, Nathalie
    De Pelsmacker, Patrick
    JOURNAL OF SERVICE MANAGEMENT, 2024, 35 (06) : 22 - 41
  • [6] A Proposed Research Framework for Online Consumer Reviews and Hotel Selection Decision
    Halawani, Yahya M.
    Soh, Patrick Chin-Hooi
    Chew, Kok-Wai
    Halawani, Firas M.
    ADVANCED SCIENCE LETTERS, 2015, 21 (06) : 1717 - 1720
  • [7] Digital marketing strategies, online reviews and hotel performance
    De Pelsrnacker, Patrick
    van Tilburg, Sophie
    Holthof, Christian
    INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT, 2018, 72 : 47 - 55
  • [8] The Research of Online Reviews' Influence towards management response on Consumer Purchasing Decisions
    Dai, Yisheng
    Jiang, Yumin
    FIFTEENTH WUHAN INTERNATIONAL CONFERENCE ON E-BUSINESS, 2016, : 206 - 214
  • [9] Zoorate: Certifying Online Consumer Reviews to Create Value
    Bartosiak, Marcin Lukasz
    Pigni, Federico
    Piccoli, Gabriele
    COMMUNICATIONS OF THE ASSOCIATION FOR INFORMATION SYSTEMS, 2018, 43 (01): : 494 - 515
  • [10] When online reviews meet virtual reality: Effects on consumer hotel booking
    Zeng, Guojun
    Cao, Xinning
    Lin, Zhibin
    Xiao, Sarah H.
    ANNALS OF TOURISM RESEARCH, 2020, 81
12345