Journal ArticleDOI
An Analysis of One-Star Online Reviews and Responses in the Washington, D.C., Lodging Market
TLDR
The authors analyzed 1,946 one-star reviews from ten popular online review websites, as well as 225 management responses from eighty-six Washington, D.C., hotels and found that the most common complaints related to front desk staff, bathroom issues, room cleanliness, and guestroom noise issues.Abstract:
The hotel industry continues to develop strategies for addressing consumer-generated online reviews, and particularly responding to poor reviews, which can have a damaging effect on a hotel’s reputation. To gain a greater understanding of the dynamics of poor reviews, this study analyzed 1,946 one-star reviews from ten popular online review websites, as well as 225 management responses from eighty-six Washington, D.C., hotels. A comprehensive complaint framework found that the most common complaints related to front desk staff, bathroom issues, room cleanliness, and guestroom noise issues. Complaints were also analyzed by hotel characteristics, including chain-scale segments, and reviewer characteristics, including purpose of travel and geographic location. Examining the reviews, highly rated hotels often respond to online complaints with appreciation, apologies, and explanations for what had gone wrong. Compensation adjustments are rarely mentioned by any hotel. The increasingly prominent role of social ...read more
Citations
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Journal ArticleDOI
Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation
TL;DR: This paper identifies the key dimensions of customer service voiced by hotel visitors use a data mining approach, latent dirichlet analysis (LDA), which uncovers 19 controllable dimensions that are key for hotels to manage their interactions with visitors.
Journal ArticleDOI
A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism
TL;DR: In this article, the authors examined three major online review platforms, TripAdvisor, Expedia, and Yelp, in terms of information quality related to online reviews about the entire hotel population in Manhattan, New York City.
Journal ArticleDOI
The business value of online consumer reviews and management response to hotel performance.
TL;DR: In this article, the authors present a panel data analysis of online consumer reviews and management responses of 843 hotels on a hotel review website and find 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.
Journal ArticleDOI
Hospitality and Tourism Online Reviews: Recent Trends and Future Directions
TL;DR: In view of the increasing popularity of online reviews and their significant impact on individual buying behavior as well as on the supply side, this paper reviewed and analyzed articles related to online reviews in tourism and hospitality published in academic journals between 2004 and 2013.
References
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