Inconsistent behavior in online consumer reviews: The effects of hotel attribute ratings on location

被引：59

作者：

Pedro Mellinas, Juan ^{[1
]}

Nicolau, Juan L. ^{[2
]}

Park, Sangwon ^{[3
]}

机构：

[1] Int Univ La Rioja, Coll Law Social Sci & Liberal Arts, Av Paz 137, Logrono 26004, Spain

[2] Virginia Tech, Howard Feiertag Dept Hospitality & Tourism Manage, Pamplin Coll Business, Blacksburg, VA 24061 USA

[3] Hong Kong Polytech Univ, Sch Hotel & Tourism Management, Kowloon, Hong Kong, Peoples R China

来源：

TOURISM MANAGEMENT | 2019年 / 71卷

关键词：

Reviews; Ratings; Location; Prospect theory; Loss aversion; Diminishing sensitivity; COGNITIVE-DISSONANCE; TOURIST; SATISFACTION; HOSPITALITY; EXPERIENCES; AVERSION; FUTURE; MODEL;

D O I：

10.1016/j.tourman.2018.10.034

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

The purpose of this article is to analyze the effects of hotel attribute ratings on location. This analysis is highly pertinent given the prevailing use of reviews and their potential interdependence. Within the framework of prospect theory, the results show that: i) the assessment of location is influenced by the evaluation of other hotel attributes; ii) this influence is asymmetric, in line with the loss aversion phenomenon (the consumer punishes the hotel more harshly for dissatisfaction than praises it lavishly for satisfaction); and iii) the effect of a change in the evaluations of other hotel attributes on the assessment of location presents a pattern that reverses the diminishing sensitivity property. Relevant research and managerial implications are outlined.

引用

页码：421 / 427

页数：7

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