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Understanding the impact of online reviews on hotel performance: an empirical analysis

Phillips, Paul A., Barnes, Stuart, Zigan, Krystin, Schegg, Roland (2016) Understanding the impact of online reviews on hotel performance: an empirical analysis. Journal of Travel Research, . ISSN 0047-2875. E-ISSN 1552- 6763. (doi:10.1177/0047287516636481) (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided. (Contact us about this Publication)
Official URL
http://dx.doi.org/10.1177/0047287516636481

Abstract

Understanding consumers’ needs and wants has been a major source of success for hotel organizations. Notwithstanding, investigating the valence of online reviews and modeling hotel attributes and performance is still a rather novel approach. Using partial least squares path modelling, Swiss country-level data for online reviews from 68 online platforms, together with data from 442 hotels, we test eleven hypotheses. Our research model includes three distinctive areas of the hotel: physical aspects; quality of food and drink; and human aspects of service provision. RevPar and occupancy are employed as performance metrics. We also test for mediation effects. Results indicate that hotel attributes, including the quality of rooms, Internet provision and building show the highest impact on hotel performance, and that positive comments have the highest impact on customer demand. This study contributes to theories of valence on hotel performance and presents salient implications for practitioners to enhance performance.

Item Type: Article
DOI/Identification number: 10.1177/0047287516636481
Uncontrolled keywords: hotel attributes; hotel performance; online reviews; UGC; valence; partial least squares path modeling.
Subjects: H Social Sciences > HF Commerce > HF5351 Business
Divisions: Faculties > Social Sciences > Kent Business School > International Business and Strategy
Depositing User: Paul Phillips
Date Deposited: 02 Feb 2016 12:39 UTC
Last Modified: 29 May 2019 16:56 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/53950 (The current URI for this page, for reference purposes)
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