Modeling consumer distrust of online hotel reviews

Ahmad, Wasim; Sun, Jin

doi:10.1016/j.ijhm.2017.12.005

Cited by 95 publications

(100 citation statements)

References 65 publications

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“…From a unidimensional perspective, the behavioral dimension has perhaps received the most attention (Van Doorn et al, 2010). Strictly behavioral conceptualizations have focused on various customer behaviors including positive and negative word of mouth (WOM; Ahmad & Sun, 2018; Choi & Kandampully, 2019; Wei, Hua, Fu, & Guchait, 2017), eWOM (Liu, Jayawardhena, Dibb, & Ranaweera, 2019), willingness to suggest (Choi & Kandampully, 2019), destination engagement intention (Zhang, Gordon, Buhalis, & Ding, 2018), and food engagement (e.g., tasting, talking, and learning; Organ, Koenig-Lewis, Palmer, & Probert, 2015). CE has also been measured using revenue-related indicators such as loyalty card swipes and discounts offered at concessions (Aluri, Price, & McIntyre, 2019).…”

Section: Conceptualizations And/or Operationalizations Of Cementioning

confidence: 99%

A Decade of Customer Engagement Research in Hospitality and Tourism: A Systematic Review and Research Agenda

Kim

2019

Journal of Hospitality & Tourism Research

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Over the past decade, customer engagement has attracted significant interest from academics and practitioners. This article reviews and synthesizes customer engagement research published in seven leading hospitality and tourism journals between 2009 and 2019. It systematically analyzes publication outlets and trajectories, study sectors, methodological approaches, analytical techniques, conceptualizations of customer engagement, classifications of antecedents and consequences, and key mediators and moderators. This article also presents a model summarizing extant customer engagement research and identifies critical avenues for future scholarly inquiry into customer engagement. The comprehensive review and analysis offered in this article contribute to the literature by detailing the status of customer engagement research and the evolution of relevant literature over the past 11 years.

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Section: Conceptualizations And/or Operationalizations Of Cementioning

confidence: 99%

A Decade of Customer Engagement Research in Hospitality and Tourism: A Systematic Review and Research Agenda

Kim

2019

Journal of Hospitality & Tourism Research

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“…It was the emergence ITs and innovative management method of hotel service quality to fill the interconnection gaps in the social media channel to improve its competitiveness (Buhalis D. , 1998). The information, interface, and trustworthy facts and details (Ahmad & Sun, 2018) showed on the hotel website and social media can influence online bookers (Ferguson, 2014) and direct customer decision making (Martín & Herrero, 2012). In the long run, the hotel website's interactivity could motivate users to reload the hotel website (Abdullaha, Jayaraman, & Kamal, 2016).…”

Section: Introductionmentioning

confidence: 99%

“…Trust could build long-term relationships with customers in the service industry and from then on direct customers' attention to repurchase service on a hotel website (Abdullaha, Jayaraman, & Kamal, 2016). However, some viewers did distrust comments and information via website (Ahmad & Sun, 2018) or hesitate to buy service if they feel risky or uncertainty (McKnight, Choudhury, & Kacmar, 2002). Lien et al (2015) preferred to book rooms on OTA channels such as Agoda, Booking, TripAdvisor, etc.…”

Section: Introductionmentioning

confidence: 99%

The Impact of E-service Quality on the Customer Satisfaction and Consumer Engagement Behaviors Toward Luxury Hotels

Nga

Chovancová

Tri

2019

Journal of Quality Assurance in Hospitality & Tourism

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Research background: Website quality of luxury hotels (from 4-star to 5star ranking) is a vital role to attract customer's first impression, satisfaction, engagement behaviors, and loyalty intentions. Purpose of the article: the study aims to increase the number online bookers by boosting the level of customer satisfaction and customer engagement behaviors (CEBs) on e-service of up-scale hotel websites in Vietnam. Moreover, this study examines whether mediation relationships between website quality, customer satisfaction, and CEBs. Methods: the 332 online bookers fulfilled the survey via online and offline approaches. The PLS-SEM analysis applied to measure the relationship of the constructs. Findings: The study confirms that website service quality contributes to customer satisfaction, then influences their CEBs and brand loyalty. Additionally, customer satisfaction acts as a partial mediation on the relationships between hotel website service quality and CEBs in the hotel industry. Originality/Value added: besides the results of the new insights of hotel website studies, this research is one of the pioneering studies concentrating on the impact of consumer engagement behaviors on its site, satisfaction and loyalty intention in the hotel and tourism industry. The study supports the business of e-commerce and operation of hotel/tourism service, marketing and research.

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“…As eWOM is increasing in its relevance, recent work has examined factors such as fake reviews [26], assessments of contradictory reviews [27] and purchasing patterns of online consumers [28]. These works hold the common theme of customers attempting to assess levels of trust and information quality in the reviews that they consider.…”

Section: Literature Review and Theory Developmentmentioning

confidence: 99%

The Addition of Images to eWOM in the Travel Industry: An Examination of Hotels, Cruise Ships and Fast Food Reviews

Zinko

Furner

Burgh-Woodman

et al. 2020

JTAER

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Extensive research has examined the influence of online product reviews on consumer behavior. However, few have investigated the influence of reviewer submitted images on consumer attitudes. This research examines consumer perceptions of trust, information quality and valence disparity using three simulated online reviews appearing on TripAdvisor.com: one for a hotel, one for a cruise ship and one for a fast food restaurant. Findings reveal that reviews with images are seen as more trustworthy, and that consumers perceive reviews with images as possessing higher information quality than reviews containing text only. Likewise, the findings showed that effective images should be consistent with review text (e.g., reviewers do not respond positively to negative reviews linked with positive images, or vice versa).

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Modeling consumer distrust of online hotel reviews

Cited by 95 publications

References 65 publications

A Decade of Customer Engagement Research in Hospitality and Tourism: A Systematic Review and Research Agenda

A Decade of Customer Engagement Research in Hospitality and Tourism: A Systematic Review and Research Agenda

The Impact of E-service Quality on the Customer Satisfaction and Consumer Engagement Behaviors Toward Luxury Hotels

The Addition of Images to eWOM in the Travel Industry: An Examination of Hotels, Cruise Ships and Fast Food Reviews

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