The business value of online consumer reviews and management response to hotel performance

被引：404
|
作者：
Xie, Karen L. [1 ]
Zhang, Zili [2 ]
Zhang, Ziqiong [2 ]
机构：
[1] Univ Denver, Daniels Coll Business, Denver, CO 80208 USA
[2] Harbin Inst Technol, Sch Management, Harbin 150001, Peoples R China
来源：
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2014年 / 43卷
基金：
中国国家自然科学基金;
关键词：
Consumer reviews; Management responses; Hotel performance; Reputation management; WORD-OF-MOUTH; USER-GENERATED CONTENT; CUSTOMER SATISFACTION; PRODUCT REVIEWS; MODERATING ROLE; SOCIAL MEDIA; IMPACT; HOSPITALITY; DYNAMICS; BEHAVIOR;
D O I：
10.1016/j.ijhm.2014.07.007
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The business case for investing in online reputation has received increasing scrutiny in recent years. This study identifies the business value of consumer reviews and management responses to hotel performance. We present a panel data analysis of online consumer reviews and management responses of 843 hotels on a hotel review website. The results show 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. In addition, variation and volume of consumer reviews moderate the relationship between overall rating and hotel performance. Management responses, together with variation and volume of consumer reviews, moderate the relationship between certain attribute ratings and hotel performance. Implications of utilizing consumer reviews and management responses to leverage hotel business are provided. (C) 2014 Elsevier Ltd. All rights reserved.
引用
收藏
页码：1 / 12
页数：12
相关论文
共 50 条
  • [41] Emotions for attention in online consumer reviews: the moderated mediating role of review helpfulness
    Xu, DaPeng
    Ye, Qiang
    Hong, Hong
    Sun, Fangfang
    INDUSTRIAL MANAGEMENT & DATA SYSTEMS, 2022, 122 (03) : 729 - 751
  • [42] Effect of online hotel reviews on the relationship between defender and prospector strategies and management controls
    Bortoluzzi, Daiane Antonini
    Lunkes, Rogerio Joao
    dos Santos, Edicreia Andrade
    Argolo Mendes, Alcindo Cipriano
    INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2020, 13 (12) : 3721 - 3745
  • [43] Opinion mining from online hotel reviews - A text summarization approach
    Hu, Ya-Han
    Chen, Yen-Liang
    Chou, Hui-Ling
    INFORMATION PROCESSING & MANAGEMENT, 2017, 53 (02) : 436 - 449
  • [44] Predicting the "helpfulness" of online consumer reviews
    Singh, Jyoti Prakash
    Irani, Seda
    Rana, Nripendra P.
    Dwivedi, Yogesh K.
    Saumya, Sunil
    Roy, Pradeep Kumar
    JOURNAL OF BUSINESS RESEARCH, 2017, 70 : 346 - 355
  • [45] Asymmetric effects of online consumer reviews
    Park, Sangwon
    Nicolau, Juan L.
    ANNALS OF TOURISM RESEARCH, 2015, 50 : 67 - 83
  • [46] Mining Online Hotel Reviews: A Case Study from Hotels in China
    Tian, Xin
    He, Wu
    Tao, Ran
    Akula, Vasudeva
    AMCIS 2016 PROCEEDINGS, 2016,
  • [47] The Differential Effects of the Quality and Quantity of Online Reviews on Hotel Room Sales
    Blal, Ines
    Sturman, Michael C.
    CORNELL HOSPITALITY QUARTERLY, 2014, 55 (04) : 365 - 375
  • [48] Hotel online reviews: different languages, different opinions
    Antonio, Nuno
    de Almeida, Ana
    Nunes, Luis
    Batista, Fernando
    Ribeiro, Ricardo
    INFORMATION TECHNOLOGY & TOURISM, 2018, 18 (1-4) : 157 - 185
  • [49] Online customer reviews and consumer evaluation: The role of review font
    Huang, Yunhui
    Li, Changxin
    Wu, Jiang
    Lin, Zhijie
    INFORMATION & MANAGEMENT, 2018, 55 (04) : 430 - 440
  • [50] Daily online review sentiment and hotel performance
    Nicolau, Juan Luis
    Xiang, Zheng
    Wang, Dan
    INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2024, 36 (03) : 790 - 811
12345