Customer Reviews of Hotel Experiences through Consumer Generated Media (CGM)

Jeong, Mi‐Ae; Jeon, Myunghee Mindy

doi:10.1080/10507050801978265

Cited by 130 publications

(127 citation statements)

References 7 publications

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“…Previous research has been very helpful to uncover an array of possible benefits of review sites for customers (e.g., Crotts et al, 2009;Jeacle & Carter, 2011;Jeong & Jeon 2008;Lee et al, 2011;Levy et al, 2013;Munzel & Kunz, 2013;O'Connor, 2010;O´Mahony & Smyth, 2010;Park & Allen, 2013;Sparks & Browning, 2011;Verma, 2010;Zheng et al, 2009), but there is still a gap in the literature that needs more research: predictors of review sites use in hotel industry. This paper explores the use of review sites based on hotels with presence in TripAdvisor and offers key information on the topic, contributing to fill this gap in the literature by studying predictors of review sites use.…”

Section: Resultsmentioning

confidence: 99%

“…Thus, papers which have considered the way how TripAdvisor rankings engender trust (Jeacle & Carter, 2011) also studied: the influence of users reviews in their decision (Verma, 2010), interaction activities and motives (Munzel & Kunz, 2013), helpfulness of reviews (Lee, Law, & Murphy, 2011;O´Mahony & Smyth, 2010), frequency of response (Park & Allen, 2013), type of complaints (Jeong & Jeon, 2008;Levy, Duan, & Boo, 2013;O'Connor, 2010;Sparks & Browning, 2011;Zheng, Youn, & Kincaid, 2009), guest satisfaction and competitive position in the hospitality and tourism industry (Crotts, Mason, & Davis, 2009). …”

Section: Introductionmentioning

confidence: 99%

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Predictors of review sites usage in hotels

Pérez-Aranda

Anaya‐Sánchez

Ruiz-Alba

2017

TMS

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The tourism industry has been strongly impacted by the consumer use of review sites. Since review travel sites such as TripAdvisor allowed accommodations to create own profiles with information, hotels began incorporating these actions into their engaging customers programming. Despite the benefits that review sites can offer to customers, hotels and accommodations, its implementation is not developed and exploited in all its possibilities, and little is known about hotels use of this review sites. This study explores the topic trough quantitative methodology, conducting multiple correlation analysis of data obtained from a sample of 301 hotel managers. Managers consider they are committed to this type of platforms and are capable of use it accurately. Also it was found evidence of correlation between use of TripAdvisor and hotel characteristics (size, ownership structure, and category). Furthermore, multiple regression analysis shows competence and commitment as the most important predictors of use intensity.Keywords: Review sites, eWOM, tourism, hotel sector, predictors. ResumenLa industria del turismo se ha visto fuertemente afectada por el uso las plataformas de valoración por parte de los consumidores. Dado que sitios como TripAdvisor permiten a los alojamientos crear perfiles propios, los hoteles han comenzado a incorporar estas acciones en sus programas de compromiso y fidelización de clientes. A pesar de los beneficios que estas webs pueden ofrecer tanto a clientes como a hoteles, su implementación no se ha desarrollado en todas sus posibilidades, y poco se sabe sobre el uso que de ellas hacen los hoteles. Esta investigación explora este tema mediante una metodología cuantitativa, realizando análisis de correlación múltiple con datos obtenidos de 301 gerentes de hoteles. Los gerentes consideran que están comprometidos con este tipo de plataformas y son capaces de usarlas con precisión. Además, encontramos evidencias de correlación entre el uso de TripAdvisor y las características del hotel (tamaño, estructura de propiedad y categoría). Igualmente, el análisis de regresión múltiple muestra la capacidad y el compromiso como los predictores más importantes de la intensidad de su uso.Palabras clave: Plataformas de valoración, eWOM, turismo, sector hotelero, predictores.

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Section: Resultsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Predictors of review sites usage in hotels

Pérez-Aranda

Anaya‐Sánchez

Ruiz-Alba

2017

TMS

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“…As Chan and Guillet (2011: 349) emphasized that listening the customer in social media is a kind of market research for hospitality marketers. Listening the customers from online broadcast is a more reliable way to get their data rather than a classical survey-based market research because customers share their experiences voluntarily (Jeong and Jeon, 2008). However, it is an insufficient management approach to use this channel passively just for listening the customers.…”

Section: Online Reviewsmentioning

confidence: 99%

Online Referrals Categorization and Performance of the Hospitality Industry: The Case of International Hotel Brands in Europe

Slivar¹,

Bayer²

2017

berj

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“…A referida OTR foi inaugurada em fevereiro de 2000 nos Estados Unidos com operações em sítios no Reino Unido, França e Alemanha (Huang et al, 2010). O TripAdvisor é um dos líderes em informação relacionada a viagens no mundo, contendo mais conteúdo gerado por usuário do que qualquer outro sítio de viagens e aproximando pessoas em fóruns de discussão (Barcala et al, 2009;Huang et al, 2010;Jeong & Jeon, 2008). O TripAdvisor já foi objeto de alguns estudos realizados, aqui citados: Barcala et al Os hotéis escolhidos para análise foram os eleitos pela premiação dos melhores do ano de 2014, o TripAdvisor os classificou conforme a seguinte classificação: melhores hotéis, hotéis de pequeno porte, mais baratos e pousadas & inns.…”

Section: Metodologiaunclassified

“…O estudo foi conduzido com base das informações obtidas no sítio TripAdvisor, uma das mídias sociais líderes em conteúdo gerado para viagens, tendo um número de fóruns e discussão superior aos demais (Barcala et al, 2009;Huang et al, 2010;Jeong & Jeon, 2008). Os critérios de avaliação do serviço prestado são disponibilizados no TripAdvisor, sendo estes: satisfação geral, custo-benefício, localização, qualidade do sono, quartos, limpeza e serviço.…”

Section: Introductionunclassified

A relação entre a satisfação geral e as variáveis da satisfação na hotelaria em hotéis de excelência

Limberger

Boaria

Anjos

2014

RBTUR

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A relação entre a satisfação geral e as variáveis da satisfação na hotelaria em hotéis de excelênciaThe relation between overall satisfaction and the variables of satisfaction in hospitality in hotels of excellence La relación entre la satisfacción global y las variables de satisfacción en la hospitalidad en los hoteles de excelencia Abstract: Social media change the way tourists seek and exchange information and determine management changes and implications for tourism businesses, including lodging facilities. Reviews and ratings from guests have affected the reputation of organizations both positively and negatively. The

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Customer Reviews of Hotel Experiences through Consumer Generated Media (CGM)

Cited by 130 publications

References 7 publications

Predictors of review sites usage in hotels

Predictors of review sites usage in hotels

Online Referrals Categorization and Performance of the Hospitality Industry: The Case of International Hotel Brands in Europe

A relação entre a satisfação geral e as variáveis da satisfação na hotelaria em hotéis de excelência

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