How power distance affects online hotel ratings: The positive moderating roles of hotel chain and reviewers’ travel experience

Gao, Baojun; Li, Xiangge; Liu, Shan; Fang, Debin

doi:10.1016/j.tourman.2017.10.007

Cited by 179 publications

(216 citation statements)

References 51 publications

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“…This eWOM is used by customers who have experienced a particular service to help other customers make the right choice. Therefore, the experience of the services mentioned in the eWOM implies the main attributes and quality levels of the product or service that the customer considers [4]. Accordingly, online review mining research is actively under way to extract customer information needed to develop new products or improve existing products [5] from online review in various service industries such as medical service, airline [6], dining [7], and hotel [8].…”

Section: Introductionmentioning

confidence: 99%

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Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data

Ban

Choi

et al. 2019

Sustainability

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With the development of social media, customers are sharing their experiences, and it is rapidly spreading as a form of online review. That is why the online review has become a significant information source affecting customers' purchase intention and behavior. Therefore, it is important to understand the customer's experience shown in the online review in order to maintain sustainable customer satisfaction and loyalty. The purpose of this study is to investigate what are the key attributes and the structural relationship of those key attributes. To accomplish this purpose, a total of 6596 hotel reviews were collected from Google (google.com). A frequency analysis using text mining was performed to figure out the most frequently mentioned attributes. In addition, semantic network analysis, factor analysis, and regression analysis were applied to understand the experience and satisfaction of the hotel customer. As a result, the top 99 keywords were divided into four groups such as "Intangible Service", "Physical Environment", "Purpose", and "Location". The factor analysis reduced the dimension of the original 64 keywords to 22 keywords, and grouped them into five factors, which are "Access", "F&B (Food and Beverage)", "Purpose", "Tangibles", and "Empathy". Based on these results, theoretical and practical implications for sustainable hotel marketing strategies are suggested.

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Section: Introductionmentioning

confidence: 99%

“…However, the majority of prior studies using the survey method were done a few years ago [12][13][14][15][16]. Nowadays researchers are using the text mining method for analyzing eWOM [4,8,[16][17][18][19].…”

Section: Introductionmentioning

confidence: 99%

Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data

Ban

Choi

et al. 2019

Sustainability

View full text Add to dashboard Cite

show abstract

“…Second, owing to the anonymous mechanism to protect patients' privacy in OHCs, we are limited to identify patients' personal information and online activities, such as their age, gender, duration, and social network in the website. However, previous studies have documented the potential effect of these factors on reviewers' ratings [13,31]. Researchers can consider other factors to extend our findings and examine the reliability of this study using other OHCs.…”

Section: Limitations and Future Research Directionsmentioning

confidence: 76%

“…To capture the effect of confounding factors, we also set several control variables. According to prior research, online ratings and review volume are the key factors capturing social influence [6,31]. We calculated the prior average ratings for both satisfaction dimensions as key control variables, i.e., PriorTES and PriorSAS.…”

Section: Variablesmentioning

confidence: 99%

Service Failure and Consumers’ Satisfaction with the Healthcare Industry: Moderating Role of Recommendation

Wang

Liu

Gao

et al. 2020

Proceedings of the Annual Hawaii International Conference on System Sciences

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This study explores the effects of service failure on different service attributes related to patients' satisfaction (i.e., therapeutic effect and service attitude). We consider patients' recommendation-seeking behavior, and examine the moderating effects of recommendation before medical consultation and its differences between the online and offline word-of-mouth (WOM) recommendations. We collected over 3,000,000 reviews from a leading Chinese online health community to facilitate the empirical analysis. We use two ordinal logit models as bases and, find that service failure exerts a negative effect on patients' both therapeutic effect satisfaction and service attitude satisfaction. Moreover, the effect of service failure will be attenuated if patients seek recommendations on doctors before consulting them. Moreover, the moderating effects of online WOM recommendations is demonstrated to be lower than those of the offline ones. Our findings provide important perspectives for the literature and managerial suggestions for stakeholders.

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“…Finally, TripAdvisor provides a detailed client reviews of hotels with a rating scale that ranges from "terrible" (1 star), on the low end, to "excellent" (5 stars) on the high end [45]. This allows the researchers to learn more about the role that each attribute has played in shaping the customers' overall satisfaction with respect to each of the hotel experiences (see [46]). The advantages of using online travel community sites as tools for analyzing customer comment behavior have been previously discussed and are thus applied to this present study with the intent of identifying patterns of complaining behavior exhibited by Asian and non-Asian guests who were discontent with the quality of the hotel services they were provided.…”

Section: The Significances Of Tripadvisormentioning

confidence: 99%

Does Culture of Origin Have an Impact on Online Complaining Behaviors? The Perceptions of Asians and Non-Asians

2020

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The main purpose of this study was to analyze and compare the online complaining behavior of Asian and non-Asian hotels guests who have posted negative hotel reviews on TripAdvisor to voice their dissatisfaction towards a select set of hotel service attributes. A qualitative content analysis of texts which relied on manual coding was used while examining 2020 online complaining reviews directed at 353 UK hotels and posted by visitors originating from 63 countries. The results from the word frequency analysis reveal that both Asian and non-Asian travelers tend to put more emphasis on Booking and Reviews when posting complaints online. Based on a manual qualitative content analysis, 11 different major online complaint categories and 65 sub-categories were identified. Among its important findings, results of this study show that non-Asian guests frequently make complaints which are longer and more detailed than Asian customers. Managerial implications and opportunities for future studies are also discussed.Sustainability 2020, 12, 1838 2 of 37 booking intentions [7,8], consumer decision-making [9], consumer attitudes [10,11], and perception of trust [12]. Research on online consumer behavior has demonstrated that negative reviews hold more sway than positive reviews; therefore, consumers will give more weight to negative information when making judgments or performing decision-making tasks [13]. An example of this can be seen in a study by Casaló, Flavián, Guinalíu, and Ekinci (2015) on travelers' perceived usefulness of online reviews. The results show that the travelers find negative online reviews more useful than positive ones. Nevertheless, although the significance and the influence of online reviews is well recognized, the important question of how to understand online complaining behavior within the context of different cultural backgrounds still remains, with only a few researchers focusing on the relevant factors thus far.Customer dissatisfaction and consumer complaining behavior were quick to draw attention from the researchers of and service providers in the hospitality industry. Although consumer complaints do give hoteliers the opportunity to improve their marketing programs in ways that can enhance customer satisfaction and hotel profitability, they can also impact the hotel's reputations and potentially do great damage to the company [14]. Thus, we duly recognize the importance that must be attached to proper and applicable understandings of consumer complaint behavior. Literature has argued that complaint behavior may manifest itself differently on account of the distinct norms that are inherent to varying cultures [15]. For example, Ngai, Heung, Wong, and Chan (2007) examined the different attitudes Asian and non-Asian hotel guests held towards complaining behavior. The study found out that Asian guests were less likely to complain directly to the hotels for fear of "losing face", preferring rather to take non-direct action, such as through negative word-of-mouth. Yuksel, Kilinc, and Yuksel (2006) ...

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How power distance affects online hotel ratings: The positive moderating roles of hotel chain and reviewers’ travel experience

Cited by 179 publications

References 51 publications

Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data

Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data

Service Failure and Consumers’ Satisfaction with the Healthcare Industry: Moderating Role of Recommendation

Does Culture of Origin Have an Impact on Online Complaining Behaviors? The Perceptions of Asians and Non-Asians

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