An Analysis of Customers' E-Complaints for Luxury Resort Properties

Zheng, Tianshu; Youn, Hyewon; Kincaid, Clark S.

doi:10.1080/19368620903170240

Cited by 87 publications

(68 citation statements)

References 28 publications

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“…Previous research has been very helpful to uncover an array of possible benefits of review sites for customers (e.g., Crotts et al, 2009;Jeacle & Carter, 2011;Jeong & Jeon 2008;Lee et al, 2011;Levy et al, 2013;Munzel & Kunz, 2013;O'Connor, 2010;O´Mahony & Smyth, 2010;Park & Allen, 2013;Sparks & Browning, 2011;Verma, 2010;Zheng et al, 2009), but there is still a gap in the literature that needs more research: predictors of review sites use in hotel industry. This paper explores the use of review sites based on hotels with presence in TripAdvisor and offers key information on the topic, contributing to fill this gap in the literature by studying predictors of review sites use.…”

Section: Resultsmentioning

confidence: 99%

“…Thus, papers which have considered the way how TripAdvisor rankings engender trust (Jeacle & Carter, 2011) also studied: the influence of users reviews in their decision (Verma, 2010), interaction activities and motives (Munzel & Kunz, 2013), helpfulness of reviews (Lee, Law, & Murphy, 2011;O´Mahony & Smyth, 2010), frequency of response (Park & Allen, 2013), type of complaints (Jeong & Jeon, 2008;Levy, Duan, & Boo, 2013;O'Connor, 2010;Sparks & Browning, 2011;Zheng, Youn, & Kincaid, 2009), guest satisfaction and competitive position in the hospitality and tourism industry (Crotts, Mason, & Davis, 2009). …”

Section: Introductionmentioning

confidence: 99%

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Predictors of review sites usage in hotels

Pérez-Aranda

Anaya‐Sánchez

Ruiz-Alba

2017

TMS

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The tourism industry has been strongly impacted by the consumer use of review sites. Since review travel sites such as TripAdvisor allowed accommodations to create own profiles with information, hotels began incorporating these actions into their engaging customers programming. Despite the benefits that review sites can offer to customers, hotels and accommodations, its implementation is not developed and exploited in all its possibilities, and little is known about hotels use of this review sites. This study explores the topic trough quantitative methodology, conducting multiple correlation analysis of data obtained from a sample of 301 hotel managers. Managers consider they are committed to this type of platforms and are capable of use it accurately. Also it was found evidence of correlation between use of TripAdvisor and hotel characteristics (size, ownership structure, and category). Furthermore, multiple regression analysis shows competence and commitment as the most important predictors of use intensity.Keywords: Review sites, eWOM, tourism, hotel sector, predictors. ResumenLa industria del turismo se ha visto fuertemente afectada por el uso las plataformas de valoración por parte de los consumidores. Dado que sitios como TripAdvisor permiten a los alojamientos crear perfiles propios, los hoteles han comenzado a incorporar estas acciones en sus programas de compromiso y fidelización de clientes. A pesar de los beneficios que estas webs pueden ofrecer tanto a clientes como a hoteles, su implementación no se ha desarrollado en todas sus posibilidades, y poco se sabe sobre el uso que de ellas hacen los hoteles. Esta investigación explora este tema mediante una metodología cuantitativa, realizando análisis de correlación múltiple con datos obtenidos de 301 gerentes de hoteles. Los gerentes consideran que están comprometidos con este tipo de plataformas y son capaces de usarlas con precisión. Además, encontramos evidencias de correlación entre el uso de TripAdvisor y las características del hotel (tamaño, estructura de propiedad y categoría). Igualmente, el análisis de regresión múltiple muestra la capacidad y el compromiso como los predictores más importantes de la intensidad de su uso.Palabras clave: Plataformas de valoración, eWOM, turismo, sector hotelero, predictores.

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Section: Resultsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Predictors of review sites usage in hotels

Pérez-Aranda

Anaya‐Sánchez

Ruiz-Alba

2017

TMS

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“…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). The motives for users to post reviews have been researched by several authors (Zheng, Youn & Kincaid, 2009;Huang, Basu & Hsu, 2010;Wilson, Murphy & Fierro, 2012). For instance, Zheng et al (2009) suggest that negative experiences are more likely to motivate dissatisfied consumers to post reviews.…”

Section: Ewom In the Tourism And Hospitality Industrymentioning

confidence: 99%

“…The motives for users to post reviews have been researched by several authors (Zheng, Youn & Kincaid, 2009;Huang, Basu & Hsu, 2010;Wilson, Murphy & Fierro, 2012). For instance, Zheng et al (2009) suggest that negative experiences are more likely to motivate dissatisfied consumers to post reviews. Some research argues that there is an inverted-U relationship between customer satisfaction and quantity of WOM or eWOM, with customers who are neither extremely satisfied nor unsatisfied sharing their experiences less (Bansal & Voyer, 2000;Litvin et al, 2008).…”

Section: Ewom In the Tourism And Hospitality Industrymentioning

confidence: 99%

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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“…Especially in the studies on tourism industry, the consumer complaints are examined and analysed (Litvin et. al., 2008;Boo & Kim, 2013;Sparks & Browing, 2010;Kozak, 2007;Sujithamrak & Lam, 2005;Zheng et. al., 2009).…”

Section: Introductionmentioning

confidence: 99%

Social network analysis of e-complaints in fast food sectors in Turkey

Yüncü

2015

HumanSciences

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Complaint is defined as an act of reflecting a dissatisfying situation to other side. Consumers act differently while they are expressing their dissatisfaction. Consumer complaints constitute an important feedback mechanism for companies. Thanks to these feedbacks, the firms get a chance to correct the mistake in the process of production and to produce a more satisfying product. Consumers express their complaints about the dissatisfying processes through feedback to the firm, expressing them to their friends, or resentment. With the developments in the Internet technology, it is seen that complaints have become widespread. Consumers let more people know about their complaints by expressing them in the internet environment. Therefore, the firms should attach importance to e-complaints and tolerate the dissatisfaction of their consumers. Although there are some studies about consumer complaints in the tourism area, there are not any studies about fast-food agencies. For this reason, it is aimed to categorize the fast-food agencies in www.sikayetvar.com.

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An Analysis of Customers' E-Complaints for Luxury Resort Properties

Cited by 87 publications

References 28 publications

Predictors of review sites usage in hotels

Predictors of review sites usage in hotels

An analysis of online reviews of upscale Iberian restaurants

Social network analysis of e-complaints in fast food sectors in Turkey

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