How power distance affects online hotel ratings: The positive moderating roles of hotel chain and reviewers' travel experience

被引：168

作者：

Gao, Baojun ^{[1
]}

Li, Xiangge ^{[1
]}

Liu, Shan ^{[2
]}

Fang, Debin ^{[1
]}

机构：

[1] Wuhan Univ, Econ & Management Sch, Wuhan 430072, Hubei, Peoples R China

[2] Xi An Jiao Tong Univ, Sch Management, Xian 710049, Shaanxi, Peoples R China

来源：

TOURISM MANAGEMENT | 2018年 / 65卷

关键词：

Online rating; TripAdvisor; Hotel; Power distance; Hotel chain; Reviewer travel experience; Multidimensional rating; USER-GENERATED CONTENT; WORD-OF-MOUTH; SOCIAL MEDIA; SERVICE QUALITY; CULTURE; IMPACT; PERFORMANCE; CUSTOMERS; BEHAVIOR; CHINESE;

D O I：

10.1016/j.tourman.2017.10.007

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

This study investigates the collective influences of cultural, hotel, and reviewer characteristics on online ratings in the hotel sector. Based on over 243,000 TripAdvisor reviews for hotels in 24 US cities, we empirically find a negative relationship between the reviewers' power distance and their online hotel ratings, thereby indicating that cultural factor plays a significant role in the customers' online rating behavior. The negative effect of power distance on online hotel ratings is weaker for chained hotels than for independent hotels. This negative effect is also weaker for reviewers with more travel experience than for those with less travel experience. The robustness check demonstrates that these findings are applicable for ratings on product features that involve staff interactions, such as service, value, rooms, and cleanliness. (c) 2017 Elsevier Ltd. All rights reserved.

引用

页码：176 / 186

页数：11

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