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Cited by 257

The DOI matches its Crossref record; 95 of the 95 references it cites were found in a registry or an index.

Understanding the Impact of Online Reviews on Hotel Performance: An Empirical Analysis

Open access
Phillips, Paul, Barnes, Stuart, Zigan, Krystin, Schegg, Roland·2017·Journal of Travel Research
DOI 10.1177/0047287516636481
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Abstract

Understanding consumers’ needs and wants has been a major source of success for hotel organizations. Notwithstanding, investigating the valence of online reviews and modeling hotel attributes and performance is still a rather novel approach. Using partial least squares path modeling, Swiss country-level data for online reviews from 68 online platforms, together with data from 442 hotels, we test 11 hypotheses. Our research model includes three distinctive areas of the hotel: physical aspects, quality of food and drink, and human aspects of service provision. RevPAR and occupancy are employed as performance metrics. We also test for mediation effects. Results indicate that hotel attributes, including the quality of rooms, Internet provision and building show the highest impact on hotel performance, and that positive comments have the highest impact on customer demand. This study contributes to theories of valence on hotel performance and presents salient implications for practitioners to enhance performance.

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Cites

Research works printed but not linked: 9

  1. Anderson C., 2012, Cornell Hospitality Report, 12, 1
  2. 10.1177/0047287511426337 · doi:10.1177/0047287511426337
  3. 10.1002/jtr.333 · doi:10.1002/jtr.333
  4. Chen P.-Y., 2004, Proceedings of the International Conference on Information Systems, ICIS 2004, 711
  5. Dolnicar S., 2003, Proceedings of the 9th Annual Conference of the Asia Pacific Tourism Association (APTA), 176
  6. 10.1080/14790530600638788 · doi:10.1080/14790530600638788
  7. 10.1037/0021-9010.82.2.247 · DOI · Paper page
  8. XLSTAT, 2015, XLSTAT: PLSPM Module
  9. 10.1300/J396v25n02_01 · doi:10.1300/j396v25n02_01

Cited by

See all 257

Metadata

Authors
Phillips, P., Barnes, S., Zigan, K., & Schegg, R.
Venue
Journal of Travel Research
Publisher
SAGE Publications
Published
2016-08-04
Volume
56
Issue
2
Pages
235-249
ISSN
  • 0047-2875 (ISSN-L)
  • 1552-6763
DOI
10.1177/0047287516636481
OpenAlex
W2293447313
Cited by
257
References
95
FWCI
59.07
Type
journal article
Language
en
Open access
green
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)

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