Online Information Sources Used in Hotel Bookings

Murphy, Hilary Catherine; Chen, Meng-Mei

doi:10.1177/0047287514559033

Cited by 37 publications

(28 citation statements)

References 69 publications

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“…The same is true when a lodging company is commercialized through specialized portals, such as TripAdvisor or HolidayCheck, where reaching the top of a particular tourist destination is essential for achieving a high level of occupancy. The number of comments on the portals is another way to determine the impact on customers [68]. As far as the main social networks are concerned, the impact is measured according to the number of followers and people who interact on social media.…”

Section: Coherence Of Communication Between Online Channels; (2) Veramentioning

confidence: 99%

Gap Analysis of the Online Reputation

2018

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Online reputation is a strategic element of firms' competitiveness. Companies need to manage their reputations and the image that they communicate through the Internet. This paper proposes a model to determine the main aspects that define a competitive online reputation: coherence, veracity, and intensity. The traditional methods that have been used to determine service quality must be adapted to new digital developments and their effects on customers' behavior. Therefore, a gap analysis is performed to define the key aspects that must be managed in order to create and maintain a powerful reputation and image in the companies' communication. Since this subject is too complex to be implemented in distinct sectors and ambits, different lines of research are proposed to expand this new critical line of study.As online reputation is becoming a critical factor for the level of income of companies, it is necessary to develop a communication strategy to achieve the economic sustainability of tourism or e-commerce firms [36,37] and tourist destinations [38,39]. At present, it is necessary to consider the model for measuring the quality of customer service due to technological and communications development. While the method for measuring quality has been based on internal surveys of companies carried out among their customers [9], the rise of opinion portals on the Internet has led to a new way of measuring the quality of service in an open way and shared with other users. In addition, the impact on demand is so high that it is critical for managers to guide their decisions to improve their online reputation [3,5,7].The objective of this study is to propose a model to determine the gaps that managers must take into account to achieve an effective reputation on the web. This methodology is designed to improve the analysis and decisions made by practitioners and serve as a source of information for researchers. The methodology and evaluations proposed can be applied to sectors with high Internet communication activity, such as hospitality and e-commerce. In order to achieve this objective, the next section presents a literature review with the aim of formulating a model for gap analysis of the online reputation in the methodology section. Finally, the main conclusions and future research focused on developing this line of research are presented.

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Section: Coherence Of Communication Between Online Channels; (2) Veramentioning

confidence: 99%

Gap Analysis of the Online Reputation

2018

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“…Meanwhile, there has been a dramatic increase in information and booking channels available for customers (Murphy & Chen, 2014). Hotel customers use an extensive range of information through various channels such as search engines, comparison websites, supplier sites, and online travel agents (OTAs).…”

Section: Introductionmentioning

confidence: 99%

An investigation of multiple devices and information sources used in the hotel booking process

Murphy¹,

Chen²,

Cossutta³

2016

Tourism Management

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116

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“…Furthermore, the issue of booking cancellation (cf. a rejection task) has frequently been examined in the tourism literature from the perspective of operators (Murphy and Chen 2016; Smith, Parsa, Bujisic, and van der Rest 2015) rather that of customers.…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Influence of Choice Architecture on the Preference for a Pro-Environmental Hotel

Kim

Lee

et al. 2019

Journal of Travel Research

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This research examines a contextual trigger, namely, choice architecture, which induces pro-environmental behavior among travelers. In particular, we test whether decision modes (choice vs. rejection) affect travelers’ preference for a sustainable hotel over a less sustainable one, and if yes, how moral hypocrisy mediates the link between decision modes and preference. Results of a series of five experimental studies show that choice decision mode has increased travelers’ preference for a pro-environmental hotel, which is mediated by different types of information processing (elaborate vs. deliberative processing), thereby refuting the potential alternative explanations (i.e., mood) of the findings. This article contributes to the literature by introducing a critical factor, namely, choice architecture, which significantly affects travelers’ preferences for pro-environmental hotels. The implications of the findings are discussed for both practitioners and researchers.

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Online Information Sources Used in Hotel Bookings

Cited by 37 publications

References 69 publications

Gap Analysis of the Online Reputation

Gap Analysis of the Online Reputation

An investigation of multiple devices and information sources used in the hotel booking process

Influence of Choice Architecture on the Preference for a Pro-Environmental Hotel

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