Enhancing hotel knowledge management: the influencing factors of online hotel reviews on travellers’ booking intention

Xia, Yufan; Chan, Hing Kai; Zhong, Lina; Xu, Shuojiang

doi:10.1080/14778238.2021.1967214

Cited by 14 publications

(9 citation statements)

References 54 publications

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“…Therefore, improving users' adoption intentions and behaviors toward OTBS is becoming a hot research topic. Most previous studies have focused on topics such as online reviews (Xia et al, 2022), booking channels (Kavitha and Varadharaj, 2020) and product price (Augustine and Adnan, 2020). Some studies have examined user satisfaction (Khan et al, 2020), loyalty (Azam, 2021), perceived value (Amer, 2021) and trust (Sihotang et al, 2021).…”

Section: Literature Review and Theoretical Foundation 21 Online Trave...mentioning

confidence: 99%

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A meta-analysis of online travel booking services adoption: the moderating effects of national or regional economic development level and culture differences

Zhu

2022

AJIM

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PurposeThis study aims to provide a systematic review and meta-analysis to explore the strength of the path relationship in the proposed model for online travel booking service adoption. It also explores the moderating effect of national or regional economic development levels and cultural differences.Design/methodology/approachA meta-analysis was conducted on the factors correlated with users' intention to adopt online travel booking services (OTBS) and the moderating effects of economic development levels and culture based on 42 empirical studies.FindingsPerceived usefulness, perceived ease of use, attitude and perceived behavioral control have a significant positive impact on adoption intention. By contrast, subjective norms have a significantly negative impact on adoption intention. Furthermore, the economic development level of a country or region significantly moderates the relationships between perceived usefulness and perceived behavior control, attitude and perceived behavior control, and subjective norms and adoption intention. At the same time, national or regional cultural differences significantly moderate the relationships between attitudes and adoption intention, perceived usefulness and perceived behavior control, and subjective norms and adoption intention.Originality/valueThis study was conducted to obtain a unified conclusion regarding the research field of online travel booking service adoption. Its content was original. The conclusion provides theoretical references for follow-up research and the development of targeted marketing programs for online travel-booking service providers.

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Section: Literature Review and Theoretical Foundation 21 Online Trave...mentioning

confidence: 99%

Section: Literature Review and Theoretical Foundationmentioning

confidence: 99%

A meta-analysis of online travel booking services adoption: the moderating effects of national or regional economic development level and culture differences

Zhu

2022

AJIM

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“…The valence of online comments affects a prospective customer's decision-making (Kwok et al, 2017). Positive comments are also seen to perform an important role in influencing future bookings of prospective tourists (Xia et al, 2022). However, the effects of positive comments of the ODPVs on perceived destination risks and visiting intentions are still at its beginning.…”

Section: Positivity Of Commentsmentioning

confidence: 99%

Online Official Destination Promo Videos’ Informativeness and Comments’ Valence’s Effect on Visiting Intention to Risky Destinations

Firoz¹,

Sharif²,

Ismail³

et al. 2022

JCCC

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Social media is becoming a growing research topic nowadays, especially in destination promotion, information search and prospective tourists‘ decision-making behaviours. Destination promo videos (DPVs), especially the online ones, are among the most important information sources of travel decision-making for their interactive and sharing features. This study examined the influence of the perceived informativeness of social media official DPVs (ODPVs), and their comments‘ positivity, on perceived destination risk and visiting intentions to risky destinations. The results showed that the of comments‘ positivity reduces perceived destination risks, and the respondents trust the online ODPV‘s perceived informativeness. Their trust made the perceived destination risks to be less. Lesser perceived destination risks improve behavioural intention in visiting there. This study results would be beneficial for those who are focusing their research on social media DPVs and their informativeness as part of their destination-promotion strategy, especially risky destinations.

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“…Prior research asserts that review attributes, such as review quantity, review content and the number of helpful comments impact customers’ booking intention (Xia et al , 2022). Among these attributes, a great deal of attention has been paid to review helpfulness’ substantial relationship to customers’ purchase decisions (Lee et al , 2017) because review helpfulness indicates the value of reviews (Kim and Hyun, 2021).…”

Section: Introductionmentioning

confidence: 99%

Integrating the reviewers’ and readers’ perceptions of negative online reviews for customer decision-making: a mixed-method approach

Kwak

Shin

Lee

et al. 2023

IJCHM

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Purpose This study aims to integrate reviewers’ and readers’ discrepant perspectives on extremely negative reviews. Specifically, this study examines the relationship between negative emotion intensity levels and reviews helpfulness on two platforms: integrated websites and social networking sites (SNS) to emphasize the role of platform types on customers’ purchase decisions. Design/methodology/approach This research adopts a mixed-method approach of business intelligence approach and quasi-experimental design. Study 1 performed text mining and Welch’s t-test to compare reviewers’ negative emotion intensity levels on two platforms. Study 2 adopted a 2*2 factorial quasi-experimental design to examine how intense negative emotions impact the perceived reviews helpfulness on two platforms. A 3*2 factorial design in Study 3 also tested social tie strength’s moderating effect between the intensity of negative emotions and review helpfulness. Findings The current study reveals that integrated website reviewers tend to express more extreme negative emotions than SNS reviewers. SNS and integrated website readers deem reviews that embed severe negative emotions as less helpful. The moderating role of social tie strength between extremely negative emotions on review helpfulness was insignificant in the study. Research limitations/implications This study enriches the online review literature by comparing writers’ and readers’ perspectives on online reviews with extremely negative emotions across two online platform types: integrated websites and SNS. From the writers’ perspective, this study highlights anonymity and the presence of an audience as essential factors that reviewers consider in selecting an online review platform to express themselves. This research also sheds light on how readers’ perspectives on extremely negative reviews conflict with the presumptions of writers of extremely negative reviews on integrated websites by demonstrating that content embedding extremely negative emotions is less helpful regardless of platform type. Practical implications This research provides online negative review management strategies to platform and hotel managers. The findings suggest hotel and review platform managers should consider adopting review alignment or monitoring systems based on negative emotions intensity levels since readers on both platforms perceive reviews embedding extremely negative emotions as less helpful. Additionally, hotel managers can progress promotions to guests who share online reviews on SNS since SNS reviewers are more likely to attenuate their extremely negative emotions when writing reviews. Originality/value This research innovatively provides a comprehensive overview of negative reviews’ production and consumption process from reviewers’ and readers’ perspectives. This research also provides practitioners insight into the nature of two different platform types and the management of negative reviews on these platforms.

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Enhancing hotel knowledge management: the influencing factors of online hotel reviews on travellers’ booking intention

Cited by 14 publications

References 54 publications

A meta-analysis of online travel booking services adoption: the moderating effects of national or regional economic development level and culture differences

A meta-analysis of online travel booking services adoption: the moderating effects of national or regional economic development level and culture differences

Online Official Destination Promo Videos’ Informativeness and Comments’ Valence’s Effect on Visiting Intention to Risky Destinations

Integrating the reviewers’ and readers’ perceptions of negative online reviews for customer decision-making: a mixed-method approach

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