Predictors and outcomes of consumer deception in hotel reviews: The roles of reviewer type and attribution of service failure

Akhtar, Naeem; Ahmad, Wasim; Siddiqi, Umar Iqbal; Akhtar, Muhammad Nadeem

doi:10.1016/j.jhtm.2019.03.004

Cited by 46 publications

(82 citation statements)

References 54 publications

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“…Models are also being developed (Baka 2016) on how to strategically use UGC in marketing, specifically reviews on review sites to increase one's own reputation, and appropriate research directions are proposed (Lu and Stepchenkova 2015;Wu et al 2020). The greatest attention is paid to reviews of hotel services (e.g., Schuckert et al 2015;Akhtar et al 2019;. The degree to which destination reviews by amateurs and professionals influence the behaviour of tourism participants is also compared.…”

Section: Trust In Ugc-based Review Sitesmentioning

confidence: 99%

“…Various types of data analysis of review sites (e.g., data mining, expert systems), experiments and studies of hotel managers' practices (e.g., Gossling et al 2018;Gössling et al 2019) regularly document that not all consumer reviews are written by real customers with the motivation to share experience with other customers and possibly advise them. Part of the review site content about hotel services is thus misleading (Jindal and Liu 2008;Filieri et al 2015;Akhtar et al 2019). Managers' responses to reviews may be perceived differently by users and may even reduce the credibility of reviews, as shown in the case of TripAdvisor by Xu et al (2020).…”

Section: Trust In Ugc-based Review Sitesmentioning

confidence: 99%

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Trust Model for Online Reviews of Tourism Services and Evaluation of Destinations

Zelenka

Azubuike

Pašková

2021

Administrative Sciences

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Obtaining information about destinations and services they provide is ever more based on user-generated content (UGC), which includes reviews of tourism services as well as evaluation of attractions and destinations by visitors. The growing importance of reviews of tourism services is recognized by tourism service providers, and some of them influence the content of reviews on review sites. At the same time, procedures for the prevention of false and misleading reviews, as well as their detection, are being intensively developed. This is documented in relevant sources, which were identified especially on the Web of Science, Scopus, Sciencedirect, Researchgate and the websites of MDPI, Emerald and Taylor & Francis Online. The aim of this study is to reveal how the verification of reviews can be improved with the intention to increase confidence in the review sites. In the form of case studies of TripAdvisor and Booking.com, the current rise of trust in reviews on these review sites was analysed and documented. The outputs of research include a SWOT analysis, processual analysis and an analysis of verification process, conditions, factors affecting trust in reviews on review sites. On these bases, a conceptual model for providing verified reviews of tourism services or verified destination assessment and two process models for providing verified reviews of tourism services and for providing verified destination assessment have been drawn up.

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Section: Trust In Ugc-based Review Sitesmentioning

confidence: 99%

Section: Trust In Ugc-based Review Sitesmentioning

confidence: 99%

Trust Model for Online Reviews of Tourism Services and Evaluation of Destinations

Zelenka

Azubuike

Pašková

2021

Administrative Sciences

View full text Add to dashboard Cite

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“…Service failures trigger users' attribution mechanism, which manifests how they explain and react to the causes of particular events (Burton et al , 2014; Kelley, 1967; Weiner, 2010). This attribution mechanism has been identified as a key to explaining how gender and network environment moderate the role of response time in influencing users' after-service experience (Akhtar et al , 2019). Attribution theory highlights the importance of attribution mindsets and locus of causality (Weiner, 1985; Fatemi and Asghari, 2012).…”

Section: Theoretical Foundation and Hypotheses Formulationmentioning

confidence: 99%

Unravelling the relationship between response time and user experience in mobile applications

Zhou

Cai

et al. 2020

INTR

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PurposeThis study examines the impact of response time on user experience for mobile applications and considers the moderating influence of gender and network environment on this relationship.Design/methodology/approachAn experiment was conducted with 50 young adults to evaluate their user experience of a mobile application that simulates variations in network environment and response time. User experience was evaluated based on the three constituent dimensions of tolerance, acceptance, and satisfaction.FindingsAnalytical results demonstrate that response time not only adversely affects user experience of mobile applications, but that this effect is not homogeneous across the three dimensions of tolerance, acceptance and satisfaction. The findings also illustrate that gender moderates the effect of response time on user experience, however, the negative influence is more salient for males than females, which is opposite to our hypothesis. The joint moderating influence of gender and network environment turned out to be partly significant.Practical implicationsBy illuminating users' tolerance, acceptance, and satisfaction with varied response times, findings from this study can inform the design of mobile applications such that desired levels of user experience can be assured with minimum resources.Originality/valueAlthough response time has been hailed as a key determinant of user experience for desktop applications, there is a paucity of studies that have investigated the impact of response time on user experience for mobile applications. Furthermore, prior research on response time neglects the multi-dimensional nature of user experience. This study bridges the above mentioned knowledge gaps by delineating user experience into its constituent dimensions and clarifying the effects of response time on each of these dimensions.

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“…From this point of view, the negative impact of a dissatisfied customer is even greater than the positive impact of a satisfied customer (Kim et al , 2017). Customers react to a service failure in different ways, including emotional reactions, appealing to justice, demands for SR and attribution of blame (Akhtar et al , 2019). SR is of paramount importance for service performance management (Luo et al , 2019) and is an organizational last defence against customer defection (Migacz et al , 2018).…”

Section: Introductionmentioning

confidence: 99%

Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis

Shams

Rather

Rehman

et al. 2020

IJCTHR

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Purpose In recent studies, tourism scholars focussed more on service failure and recovery. Thus satisfaction with service recovery (SSR) and outcome favourability in conjunction with service recovery (SR) and customers’ behavioural intention was given very little attention, while they are very attention-grabbing, particularly in marketing areas of hospitality and tourism studies. Using stealing thunder and co-creation-based strategies, this study aims to investigate the impact of SR on outcome favourability, and its association with SSR and customer loyalty. Design/methodology/approach To attain the objectives of the current study, data were collected through field survey by applying a random sampling technique from 346 regular customers four- and five-star hotels in the context of Iran. The structural equation modelling technique was applied for testing the measurement and relationship models of the study. Findings The findings of this research reveal a positive relationship between SR and outcome favourability. The findings also indicate that outcome favourability positively affects SSR and loyalty. Finally, SSR exerts a favourable and significant impact on customer loyalty. Research limitations/implications The study findings may have restricted applicability in different contexts other than four- and five-star hotels. Theoretically, the current research contributes insight into the dynamics of characterizing SR, outcome favourability, SSR and behavioural intention-based theoretical associations, as observed in the hospitality industry. Originality/value This study adopted an un-explored SR, outcome favourability and SSR theoretical perspectives to identify the strength and nature of relationships between them and discuss their important implications for academicians and hotel managers.

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Predictors and outcomes of consumer deception in hotel reviews: The roles of reviewer type and attribution of service failure

Cited by 46 publications

References 54 publications

Trust Model for Online Reviews of Tourism Services and Evaluation of Destinations

Trust Model for Online Reviews of Tourism Services and Evaluation of Destinations

Unravelling the relationship between response time and user experience in mobile applications

Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis

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