Sustainability Management of Hotels: How Do Customers Respond in Online Reviews?

Recommendation agents and information sharing through social media for coronavirus outbreak

“…Therefore, prior studies agree that online recommendations have become necessary when doing bookings and influence on revenues as well as contribute to information sharing and impact travelers' decision-making. For example, the finding of this study is consistence with Brazytė et al (2017) who declared that eWOM and online societies perform a significant role in the travelers’ decision-making manner. Similarly, Law et al, 2010 , Kotoua, 2017 stated that social media and positive WOM are significant to the hospitality and the tourism business as well as websites service providers on the internet.…”

Are environmental-related online reviews more helpful? A big data analytics approach

“…Recently online consumer reviews have been used to capture hotel guests' perceptions of service providers' environmental practices (Brazytė et al, 2017;D'Acunto et al, 2020;Ettinger et al, 2018;Lee et al, 2016;Peiró-Signes et al, 2014;Yu et al, 2017). For instance, Peiró-Signes et al (2014) find that four-star hotels endowed with an ISO 14001 environmental certification show higher online review ratings compared to those without such certification.…”

“…Examining 727 green ORs related to the top ten green hotels on TripAdvisor, Yu et al (2017) observe that consumers describe both positive and negative experiences at green hotels, and that various types of green practices affect in a different way online customer satisfaction. Brazytė et al (2017) scrutinize a sample of 2,487 ORs of 30 Costa-Rican hotels endowed with a sustainability certification and reveal that, where sustainability indicators are explicitly used OR ratings are higher than where they are not mentioned. By employing qualitative content analysis on a sample of 1,383 ORs pertaining to 47 Austrian hotels and mentioning CSR aspects, Ettinger et al (2018) document that a large majority of the review (more than 90%) was of a positive or neutral nature.…”

“…This is certainly in line with the recommended use of big data research in management studies (George et al, 2014). Last, we innovatively build a joined-up body of knowledge matching the identification and examination of the drivers of e-WOM helpfulness (Ghose and Ipeirotis, 2006, the emerging debate on consumers' perception of environmental initiatives in the tourism and hospitality industry (Ettinger et al, 2018) and the research stream at the intersection between online consumers' perceptions of environmental issues through e-WOM (e.g., Brazytė et al, 2017;Lee et al, 2016;Yu et al, 2017), by shedding new light on the relationship between e-WOM helpfulness and environmental discourse.…”

“…Recently online reviews (ORs) have been used to capture hotel guests' perceptions of service providers' environmental practices (Brazytė et al, 2017;D'Acunto et al, 2020;Ettinger et al, 2018;Lee et al, 2016;Peiró-Signes et al, 2014;Yu et al, 2017) as part of a wider research stream related to electronic Word-of-Mouth (e-WOM). However, extant studies revolving around the relationship between environmental discourse and ORs and e-WOM features are rather fragmented and limited.…”