The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
Online Customer Reviews of Hotels: As Participation Increases, Better Evaluation Is Obtained
Abstract
Customer reviews posted on the web and through social media (electronic word of mouth [eWOM]) have grown in importance for tourism businesses, but most studies have examined the effects of the content of reviews, particularly negative reviews (i.e., their valence). This study considers both the valence and the volume of eWOM using a broad and varied sample of 16,680 hotels in 249 tourist areas. The study found a relationship between valence and volume, in the sense that early reviews of a business tend to be disproportionately negative. As the number of reviews increases, the valence becomes more balanced, and the negative effect is mitigated. Moreover, the study agrees with other findings that positive comments are more common than negative reviews. Whether or not hotels actively respond to negative reviews, one implication of this study is that hoteliers should try to increase the number of reviews they receive to balance the positive and negative representations of their property (in addition to investigating and correcting the causes of negative comments). Those promoting tourist destinations should follow a similar strategy of facilitating access to customer review sites to obtain a balance of negative and favorable ratings.
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Cites
Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004) · Journal of Interactive Marketing · doi:10.1002/dir.10073 · Cited by 5,916
Electronic word-of-mouth in hospitality and tourism management
Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008) · Tourism Management · doi:10.1016/j.tourman.2007.05.011 · Cited by 3,267
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research · doi:10.2307/3152082 · Cited by 2,058
The impact of online reviews on hotel booking intentions and perception of trust
Sparks, B. A., & Browning, V. (2011) · Tourism Management · doi:10.1016/j.tourman.2010.12.011 · Cited by 1,688
Tried and tested: The impact of online hotel reviews on consumer consideration
Vermeulen, I. E., & Seegers, D. (2009) · Tourism Management · doi:10.1016/j.tourman.2008.04.008 · Cited by 1,311
Firm-Created Word-of-Mouth Communication: Evidence from a Field Test
Godes, D., & Mayzlin, D. (2009) · Marketing Science · doi:10.1287/mksc.1080.0444 · Cited by 837
Cited by
Xiang, Z., Du, Q., Ma, Y., & Fan, W. (2017) · Tourism Management · doi:10.1016/j.tourman.2016.10.001 · Cited by 1,051
Sharing versus collaborative economy: how to align ICT developments and the SDGs in tourism?
Gössling, S., & Michael Hall, C. (2019) · Journal of Sustainable Tourism · doi:10.1080/09669582.2018.1560455 · Cited by 308
Handoyo, S. (2024) · Heliyon · doi:10.1016/j.heliyon.2024.e29714 · Cited by 133
The halo effect: A longitudinal approach
Nicolau, J. L., Mellinas, J. P., & Martín-Fuentes, E. (2020) · Annals of Tourism Research · doi:10.1016/j.annals.2020.102938 · Cited by 103
Meijerink, J., & Schoenmakers, E. (2021) · Journal of Tourism Futures · doi:10.1108/jtf-04-2019-0039 · Cited by 40
Metadata
- Authors
- Melián-González, S., Bulchand-Gidumal, J., & González López-Valcárcel, B.
- Venue
- Cornell Hospitality Quarterly
- Publisher
- SAGE Publications
- Published
- 2013-03-29
- Volume
- 54
- Issue
- 3
- Pages
- 274-283
- ISSN
- 1938-9655 (ISSN-L)
- 1938-9663
- OpenAlex
- W2019697586
- Cited by
- 183
- References
- 6
- FWCI
- 49.46
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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