Journal ArticleDOI
Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern
TLDR
In this paper, the authors examined the effect of an organizational response to negative customer reviews on the perceptions and evaluations of prospective customers toward an online negative review and any accompanying hotel response, and found that the provision of an online response enhanced inferences that potential consumers draw regarding the business's trustworthiness and the extent to which it cares about its customers.About:Â
This article is published in Tourism Management.The article was published on 2016-04-01. It has received 343 citations till now.read more
Citations
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The impact of online user reviews on hotel room sales [Summary]
TL;DR: Wang et al. as discussed by the authors developed a fixed effect log-linear regression model to assess the influence of online reviews on the number of hotel room bookings, which indicated a significant relationship between online consumer reviews and business performance of hotels.
Journal ArticleDOI
Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews
Yabing Zhao,Xun Xu,Mingshu Wang +2 more
TL;DR: In this article, the authors used a sample of 127,629 reviews from tripadvisor.com to predict overall customer satisfaction using the technical attributes of online textual reviews and customers' involvement in the review community.
Journal ArticleDOI
An investigation on online reviews in sharing economy driven hospitality platforms: a viewpoint of trust.
TL;DR: In this paper, the authors investigated the effect of online review contents on potential guests' trust perceptions in AirBnB.com and found salient themes determine trust perception: host attributes positively lead to benevolence, location and room aesthetics positively affect ability, room description positively affects integrity, and location and host attributes determine overall trust perception.
Journal ArticleDOI
Relationship between customer sentiment and online customer ratings for hotels - An empirical analysis
TL;DR: In this paper, customer sentiment refers to the emotions expressed by customers through the text reviews and can be positive, negative, or neutral, these sentiments can be expressed in terms of customer sentiment polarity.
Journal ArticleDOI
Digital marketing strategies, online reviews and hotel performance
TL;DR: In this article, the authors investigate to what extent digital marketing strategies (such as having a digital marketing plan, responsiveness to guest reviews, and monitoring and tracking online review information) influence hotel room occupancy and RevPar directly, and indirectly through the mediating effect of the volume and valence of online reviews they lead to, and to how extent this mechanism is different for different types of hotels in terms of star rating and independent versus chain hotels.
References
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Journal ArticleDOI
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
Journal ArticleDOI
Multivariate Data Analysis
TL;DR: In this paper, a six-step framework for organizing and discussing multivariate data analysis techniques with flowcharts for each is presented, focusing on the use of each technique, rather than its mathematical derivation.
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Structural equation modeling in practice: a review and recommended two-step approach
TL;DR: In this paper, the authors provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development, and present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests.
Journal ArticleDOI
Multivariate data analysis
TL;DR: This chapter discusses Structural Equation Modeling: An Introduction, and SEM: Confirmatory Factor Analysis, and Testing A Structural Model, which shows how the model can be modified for different data types.
Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
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