Ekonomiczne Problemy Turystyki

Previously: Zeszyty Naukowe Uniwersytetu Szczecińskiego. Ekonomiczne Problemy Turystyki


ISSN: 1644-0501     eISSN: 2353-3188    OAI    DOI: 10.18276/ept.2018.4.44-05
CC BY-SA   Open Access   DOAJ

Issue archive / nr 4 (44) 2018
The impact of reviews on the internet on the financial results of a hotel company

Authors: ANDRZEJ MATEUSZ WAJDA
University of Rzeszów Faculty of Sociology and History Wajda Hotel Consulting

SIMONE PUORTO
ESSEC Business School Simone Puorto Consulting
Keywords: hotels hospitality reputation management
Data publikacji całości:2018-12-20
Page range:10 (47-56)
Klasyfikacja JEL: M31 Z30 Z33
Cited-by (Crossref) ?:

Abstract

This article reviews theoretically the impact of opinions about a hotel on the Internet on the financial results of a hotel company. The paper includes an overview of literature focused on hotel business and the reputation management concept which influence the decision-making process of guests. It presents other academic findings on this matter especially focusing on impact of reviews on hotel bookings and revenue. The aim of the article is to present previous research conducted in order to find if reviews on the Internet influence decisions of other people and at the same time influence hotel revenue. So far the academic field of explorations on this matter has been mostly unknown in Polish literature. The conclusions of this paper show online reviews which have generally a positive influence on consumers’ decision to purchase hotel services. Most of the presented research indicate strong correlation between online consumer recommendations and financial results of hotels.
Download file

Article file

Bibliography

1.Anderson, C. (2012). The impact of social media on lodging performance. Cornell Hospitality Report, 12 (15), 6—11. Bambauer-Sachse, S., Mangold S. (2011). Brand equity dilution through negative online word-of-mouth communication.
2.Journal of Retailing and Consumer Services, 1 (18), 38-45.
3.Blal, I., Sturman, M.C. (2014). The differential effects of the quality and quantity of online reviews on hotel room sales. Cornell Hospitality Quarterly, 4 (55), 365-375.
4.Birchall, K. (2018). Five star “fakary” “One in three TripAdvisor reviews are FAKE” with hotels and restaurants buy¬ing glowing reviews for £7, investigation finds. The Sun. Retrieved from: https://www.thesun.co.uk/news/7321574/ tripadvisor-reviews-fake-hotel-restaurant-ratings.
5.Cambridge dictionary (2018). Opinion; Review. Retrieved from: https://dictionary.cambridge.org/dictionary/english.
6.Chiang, C., Jang, S. (2007). The Effects of Perceived Price and Brand Image on Value and Purchase Intention: Leisure Travelers’ Attitudes Toward Online Hotel Booking. Journal of Hospitality & Leisure Marketing, 3 (15), 49-69.
7.Dai, Y., Jiang, Y. (2016). The Research of Online Reviews' Influence towards management response on Consumer Purchasing Decisions. Presented at WHICEB 2016 Proceedings, 43.
8.Hwang, S., Lai, C., Chang, S., Jiang, J. (2014). The Identification of Noteworthy Hotel Reviews for Hotel Management.
9.Pacific Asia Journal of the Association for Information Systems, 4 (6), 1-17.
10.Kandampully, J., Hu, H. (2007). Do hoteliers need to manage image to retain loyal customers? International Journal of Contemporary Hospitality Management, 6 (19), 435-443.
11.Kim, H., Kim, W., An, J.A. (2003). The effect of consumer-based brand equity on firms’ financial performance. Journal of Consumer Marketing, 4 (20), 335-351.
12.Mauria, A., Minazzib, R. (2013). Web reviews influence on expectations and purchasing intentions of hotel potential customers. International Journal of Hospitality Management, 34, 99-107.
13.Miguens, J., Baggio, R., Costa, C. (2008). Social media and tourism destinations: TripAdvisor case study. Presented at IASK Advances in Tourism Research, Aveiro, Portugal, 194-199.
14.Quelch, J.A., Klein, L.R. (1996). The Internet and international marketing. Sloan Management Review, 3 (37), 60-75.
15.Tian, Y. (2013). Engagement in online hotel reviews: A comparative study. Discourse, Context and Media, 2 (4), 184-191.
16.TripAdvisor. (2018). Reporting Potential Blackmail to TripAdvisor: Report Threats Immediately. Retrieved from: https:// www.tripadvisor.com/TripAdvisorInsights/w592.
17.Tuominen, P. (2011). The Influence ofTripAdvisor Consumer-Generated Travel Reviews on Hotel Performance. University of Hertfordshire Business School Working Paper.
18.Vermeulen, I., Seegers, D. (2009). Tried and tested: the impact of online hotel reviews on consumer consideration. Tourism Management, 1 (30), 123-127.
19.Yacouel, N., Fleischer, A. (2012). The role of cybermediaries in reputation building and price premiums in the online hotel market. Journal of Travel Research, 2 (51), 219-226.
20.Ye, Q., Law, R., Gu, B. (2009). The impact of online user reviews on hotel room sales. International Journal of Hospitality Management, 1 (28), 180-182.
21.Ye, Q., Law, R., Gu, B., Chen, W. (2011). The influence of user-generated content on traveler behavior: an empirical inves¬tigation on the effects of e-word-of-mouth to hotel online bookings. Computers in Human Behavior, 2 (27), 634-639.
22.Ye, Q., Li, H., Wang, Z., Law, R. (2014). The Influence of Hotel Price on Perceived Service Quality and Value in E-Tourism: An Empirical Investigation Based on Online Traveler Reviews. Journal of Hospitality & Tourism Research, 1 (38), 23-39.