Hospitality customer intentions to write fake online reviews: A cross-cultural approach

被引：8

作者：

Zaman, Mustafeed ^{[1
]}

Tan, Chai Ching ^{[2
]}

Islam, Mohammad Shahidul ^{[3
]}

Selem, Kareem M. ^{[4
]}

机构：

[1] EM Normandie Business Sch, Dept Mkt, 20 Quai Frissard, F-76600 Le Havre, France

[2] Rajamangala Univ Technol, Fac Business Adm & Informat Technol, Sriracha, Thailand

[3] BRAC Univ, BRAC Business Sch, Dhaka, Bangladesh

[4] Suez Canal Univ, Fac Tourism & Hotels, Hotel Management Dept, Ismailia 41522, Egypt

来源：

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2024年 / 120卷

关键词：

Agoda; Fake reviews; Online reviews; Value creation; Value destruction; UNFAIRNESS PERCEPTIONS; BRAND STRENGTH; ETHICS;

D O I：

10.1016/j.ijhm.2024.103775

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This paper examines the antecedents and consequences of customer intentions to write fake online reviews on Agoda.com as a case in the hospitality context. Brand nostalgia, brand strength, moral attitude, review-related skepticism, and perceived unfairness were represented as antecedents of customer intentions, while boycott behavior, willingness to pay a price premium, and customer satisfaction were represented as consequences of their intentions. Data was gathered using a structured survey from 373 Italian, 440 French, and 392 British customers. Findings present significant insights into customer intentions to write fake online reviews. In addition, multi-group analysis highlights the differences among nationalities. This paper provides valuable insights for industry professionals and policymakers in the hospitality industry.

引用

页数：14

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