The DOI matches its Crossref record; 70 of the 70 references it cites were found in a registry or an index.
Social media review rating versus traditional customer satisfaction: Which one has more incremental predictive power in explaining hotel performance?
Abstract
Purpose This paper aims to examine the effects of traditional customer satisfaction (CS) relative magnitude and social media review ratings on hotel performance and to explore which online travel intermediaries’ review ratings serve as the most reliable and valid predictor for hotel performance. Design/methodology/approach In 2014, CS and hotel performance data were collected from the internal database of full-service hotels operated and managed by a large hotel chain in the USA. Each property’s social media review ratings data were hand-collected from major online travel intermediaries and social media websites. Findings The results of this study indicate that social media review rating is a more significant predictor than traditional CS for explaining hotel performance metrics. Additionally, the social media review rating of TripAdvisor is the best predictor for hotel performance out of the other intermediaries. Research limitations/implications This research contributes to the hospitality literature because it examines the incremental explanatory power of social media review rating and traditional CS on hotel performance. Among the leading online travel intermediaries, the findings show that TripAdvisor’s social media review rating has the most salient effect on hotel performance. Practical implications The result of this study provides useful practical implications for hotel marketers and revenue managers. This study assists hotel marketers and revenue managers in better allocating their budget for marketing and suggests ways for channel optimization. Originality/value The finding of this study will help revenue managers, marketing managers, and hotel owners make decisions regarding their marketing budget allocation to their social media marketing campaign and select the optimal online travel intermediaries as part of their channel management strategies.
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“In sectors like hospitality, online ratings prove to bemore reliable predictors of a positive CX compared to conventional satisfaction metrics (Kim and Park, 2017).”
From Reviews, trust, and customer experience in online marketplaces: the case of Mercado Libre Colombia (2024) · cites this paper as Kim and Park (2017)
Citations
Cites
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Cited by
Sorted by citations
A retrospective view of electronic word-of-mouth in hospitality and tourism management
Litvin, S. W., Goldsmith, R., & Pan, B. (2017) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-08-2016-0461 · Cited by 2,789
Hur, K.-S., Kim, T. T., Karatepe, O. M., & Lee, G. (2017) · Tourism Management · doi:10.1016/j.tourman.2017.06.013 · Cited by 273
Ahani, A., Nilashi, M., Yadegaridehkordi, E., Sanzogni, L., Rashid, T. A., Knox, K., Samad, S., & Ibrahim, O. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2019.06.014 · Cited by 276
What makes hotel online reviews credible?
Lo, A., & Yao, S. S. (2019) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-10-2017-0671 · Cited by 200
Are information quality and source credibility really important for shared content on social media?
Dedeoğlu, B. B. (2018) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-10-2017-0691 · Cited by 170
Metadata
- Authors
- Kim, W. G., & Park, S. A.
- Affiliations
- Florida State University (US)
- ORCID
- Kim, Woo Gon
- Venue
- International Journal of Contemporary Hospitality Management
- Publisher
- Emerald
- Published
- 2017-02-13
- Volume
- 29
- Issue
- 2
- Pages
- 784-802
- ISSN
- 0959-6119 (ISSN-L)
- OpenAlex
- W2584531798
- Cited by
- 162
- References
- 70
- Citations by year
- 2026: 4 · 2025: 10 · 2024: 17 · 2023: 14 · 2022: 22 · 2021: 19 · 2020: 34 · 2019: 22 · 2018: 16 · 2017: 4
- FWCI
- 53.21
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- International Journal of Contemporary Hospitality Management (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Digital Marketing and Social Media
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Tourism, Leisure and Hospitality Management › Diverse Aspects of Tourism Research
- Keywords
- customer satisfaction, hotel performance, TripAdvisor, full-service hotels, hotel marketing, channel management, social media marketing, hotel revenue management
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