Fiabilidad de las críticas hoteleras autenticadas y no autenticadas: El caso de TripAdvisor y Booking.com

Balagué, Cristina; Martín-Fuentes, Eva; Gómez, Manuel J. Marchena

doi:10.6018/turismo.38.271351

Cited by 20 publications

(22 citation statements)

References 22 publications

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“…TripAdvisor is one of the most influential eWOM sources in the hospitality and tourism context (Yen and Tang, 2015) not only does it supply a source of information for travellers, but also its data allows researchers to obtain useful information focusing on User-Generated Content (UGC) through the online travel reviews posted by consumers (Ayeh, Au and Law, 2013;Balagué, Martin-Fuentes and Gómez, 2016;Liu, Pennington-Gray, Donohoe and Omodior, 2015;Melián-González, Bulchand-Gidumal and González López-Valcárcel, 2013) and has been the most frequently studied platform in the last five years (Chen and Law, 2016).…”

Section: Word Of Mouthmentioning

confidence: 99%

Are users’ ratings on Tripadvisor similar to hotel categories in Europe?

Martín-Fuentes¹,

Mateu²,

Fernàndez³

2018

turismo

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European countries do not have the same hotel classification system. Therefore, the criteria and requirements used to assign star ratings to hotels do not concur among the different countries. There have been some criticisms about the way hotel stars are assigned, because the requirements do not necessarily match the quality of service offered. Technical criteria such as infrastructure and room dimensions are taken into account, but users do not perceive them although these have nothing to do with the satisfaction. This study aims to determine whether the hotel category of about 80,000 hotels in 9 different European countries on TripAdvisor is related to customer satisfaction, measured from the point of view of the user ratings on this site. The one-way ANOVA test shows that there are significant differences between the average ratings of the hotel category, except in the classification of 1-star and 2-star hotels from most countries analysed that behave similarly, and 1-star and 3-star hotels from Austria, Greece, Portugal, Spain and UK that are ranked similarly.

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Section: Word Of Mouthmentioning

confidence: 99%

Are users’ ratings on Tripadvisor similar to hotel categories in Europe?

Martín-Fuentes¹,

Mateu²,

Fernàndez³

2018

turismo

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“…This article tries to fill this gap and helps incorporate research with the validity of reviews posted without verification procedures. Moreover, this article tries to provide additional insight into ANALYSIS OF HOTEL ONLINE REVIEWS 3 Booking.com are a popular online source for hotel information, as are social media websites like Trip Advisor and Facebook (Sun, Fong, Law & Luk, 2015), which draw the attention of researchers (Balagué, Martin-Fuentes, & Gómez, 2016;Viglia, Minazzi, & Buhalis, 2016).…”

Section: Introductionmentioning

confidence: 99%

Does Verifying Uses Influence Rankings? Analyzing Booking.Com and Tripadvisor

Martín-Fuentes¹,

Mateu²,

Fernàndez³

2018

Tourism Analysis

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Electronic word of mouth (eWOM) is of recent and considerable importance in tourism, particularly because of the intangible nature of the industry. Users' online reviews are a source of information for other consumers, who take them into account before making a reservation at a lodging property. The aim of this study is to establish whether or not the anonymity of the reviews on TripAdvisor alters hotel rankings by comparing them with verified users' reviews on Booking.com. Moreover, the study analyzes whether or not the differences in the rating scales of both websites favor some hotels over others. A large amount of data is used in this study, with more than 40,000 hotels on Booking.com and 70,000 on TripAdvisor in 447 cities around the world, comparing the rankings of about 20,000 hotels matched on both websites. Our findings suggest that the behavior of both rankings is similar and the lack of veracity on TripAdvisor due to the anonymity in the user's verification system is baseless. In addition, some differences are found depending on the hotel category and region, due mainly to the unique rating scale on Booking.com (from 2.5 to 10) compared with the rating scale on TripAdvisor (from 1 to 5).

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“…Regarding the fear that user-generated contents can be jeopardized by fake comments made under the cover of anonymity, O'Connor (2010) argues that such fear is baseless since research has found little evidence of fake reviews, only residual cases. Also, a high number of reviews are a sign of credibility, since it diminishes the manipulative impact of any fake reviews (Ong, 2012;Balagué et al, 2016). For this reason, many online intermediaries -including TripAdvisor -require reviewers to register and provide some additional personal information including name, residence, nationality or gender (Jeong & Jeon, 2008;Xie, Miao, Kuo & Lee, 2011).…”

Section: Ewom In the Tourism And Hospitality Industrymentioning

confidence: 99%

“…A large group of papers, albeit mainly focused on hotels, used TripAdvisor or other sites as a source of data, collecting the data either manually or automatically (e.g., Gerdes & Stringam, 2008;Jeong & Jeon, 2008;Ye et al, 2009;Melián-González, Bulchand-Gidumal & López-Valcárcel, 2013;Limberger et al, 2014, Balagué et al, 2016Pacheco, 2017, among others). For instance, Ye et al (2009) empirically investigated the impact of online consumer-generated reviews on hotel room sales, by tallying the number of reviews received on a travel website which they consider to be a proxy of room sales.…”

Section: Analysis Of Online Reviews In the Hospitality Industrymentioning

confidence: 99%

“…The data was obtained from one of the largest online travel platforms (TripAdvisor: www.tripadvisor.com). The study focuses on the quantitative ratings of each attribute, disregarding the guest's subjective judgments in written comments (Jeong & Jeon, 2008;Limberger, Anjos, Meira & Anjos, 2014;Balagué, Martin-Fuentes & Goméz, 2016;Pacheco, 2016;Pacheco, 2017).…”

Section: Introductionmentioning

confidence: 99%

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An analysis of online reviews of upscale Iberian restaurants

Pacheco¹

2018

DAMeJ

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Electronic word-of-mouth (eWOM) has gained importance with the emergence of new online tools and the hospitality sector is at the core of this phenomenon. In this study, we use a data set of client reviews for Michelin starred restaurants located in Portugal and Spain to analyze the reviews in terms of overall satisfaction and four specific attributes. By employing statistical tests and regression analysis we find that the "food" and "service" attributes show a greater correlation with overall satisfaction than other criteria, and those attributes are common across restaurant segments and countries. These results have implications for the restaurant industry, highlighting the most important determinants of overall satisfaction. Some areas would benefit from small improvements and investments, which could make a difference in terms of rating and might bring a competitive advantage. Keywords:Restaurants; electronic word-of-mouth; online review platforms; Michelin Guide. ResumoO boca-em-boca eletrónico (eWOM) ganhou importância com o surgimento de novas ferramentas online e o setor hoteleiro encontra-se no centro desse fenómeno. O presente artigo utiliza um conjunto de dados secundários de avaliações de clientes de restaurantes com estrelas Michelin localizados em Portugal e em Espanha. São analisadas as avaliações em termos de satisfação geral e quatro atributos específicos. Utilizando testes estatísticos e análise de regressão, evidencia-se que os atributos "comida" e "serviço" mostram uma maior correlação com a satisfação geral do que outros critérios, sendo esses atributos comuns em diferentes segmentos de restaurantes e países. Estes resultados têm implicações para o setor de restauração, pois destacam os determinantes mais importantes da satisfação geral. Algumas áreas são identificadas onde pequenas melhorias e investimentos podem fazer diferença em termos de classificação e trazer uma vantagem competitiva. Palavras-chave:Restaurantes; boca-em-boca eletrónico; plataformas de avaliação online; guia Michelin.

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Fiabilidad de las críticas hoteleras autenticadas y no autenticadas: El caso de TripAdvisor y Booking.com

Cited by 20 publications

References 22 publications

Are users’ ratings on Tripadvisor similar to hotel categories in Europe?

Are users’ ratings on Tripadvisor similar to hotel categories in Europe?

Does Verifying Uses Influence Rankings? Analyzing Booking.Com and Tripadvisor

An analysis of online reviews of upscale Iberian restaurants

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