The dimensions of hotel customer ratings that boost RevPAR

Nieto-Garcia, Marta; Resce, Giuliano; Ishizaka, Alessio; Occhiocupo, Nicoletta; Viglia, Giampaolo

doi:10.1016/j.ijhm.2018.09.002

Cited by 45 publications

(26 citation statements)

References 65 publications

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“…Also, (Öğüt & Onur Taş, ) found that 84% of all hotel guests use online reviews to help them plan their holidays. Furthermore, Nieto‐Garcia, Resce, Ishizaka, Occhiocupo, and Viglia () and Viglia, Minazzi, and Buhalis () argue that hotel managers should strive to understand the effect of consumers' attitude to online reviews on their decision making and in turn hotel performance.…”

Section: Discussionmentioning

confidence: 99%

Home and away: Why do consumers shy away from reporting negative experiences in the peer‐to‐peer realms?

Osman

D’Acunto

Johns

2019

Psychology and Marketing

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This study investigates how customers use their construct of “home” in evaluating their experience in peer‐to‐peer rented accommodation, as opposed to traditional hotels. The literature has paid considerable attention to people's perceptions of destinations, but almost none to their perceptions of “home” and its complexities whilst visiting a destination. We examine the relationships between the concepts of “home” or “here” represented in peer‐to‐peer accommodation and the construct of “away” or “there” represented in traditional hotels. A mixed‐method approach determines the existence of bias in reporting behavior. Our findings indicate that there is a consistent review gap between institutional actors and peer‐to‐peer actors. Also, consumers of peer‐to‐peer accommodation prefer not to engage in negative reporting if a bond with the host is developed. This perception of a home shapes consumers' relationship with the host and leads to reporting bias. This study provides clear theoretical insights to advance our knowledge about the underlying motives behind reporting behavior of negative experiences. Furthermore, it offers practical implications for both institutional and peer‐to‐peer contexts.

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Section: Discussionmentioning

confidence: 99%

Home and away: Why do consumers shy away from reporting negative experiences in the peer‐to‐peer realms?

Osman

D’Acunto

Johns

2019

Psychology and Marketing

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“…Thus, the usage of specific software to process large databases is crucial for the success of RM (Guadix et al, 2010; Hormby et al, 2010). The intersection between online ratings and revenue maximization is also confirmed (Nieto-Garcia et al, 2019). Xu et al (2019) advocated that, for hotels to better understand guests’ needs and forecast future demand, online customer reviews should be utilized, and accurate records of past customer demand and room occupancy should be kept.…”

Section: Literature Reviewmentioning

confidence: 66%

Digital transformation and revenue management: Evidence from the hotel industry

2020

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To maximize their revenues and protect their market share against traditional competitors (e.g. formal lodging businesses) and disruptive business models (e.g. Airbnb), the lodging industry increasingly relies on technology in various operations. However, the extent to which hotels adopt technology innovation in their revenue management (RM) operations, as well as the benefits of and barriers for digitalization, remains unclear. Moreover, the possible impacts of digital transformation on the future of revenue managers’ professions have been largely overlooked in previous studies. Drawing on qualitative data collected through 23 semistructured interviews with revenue managers in luxury and upscale hotels across Jordan, the findings suggest that RM is going through digital transformation with different levels of sophistication. While acknowledging the benefits of digital transformation in saving time, supporting the decision-making process, and yielding more revenues, the high cost of RM software emerges as a key barrier for digital transformation. The findings also reveal that the automation of various manual heuristics in RM is far from being possible, and therefore, digital transformation is unlikely to pose a threat to the future of the RM profession.

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“…Along with the fruition of tourism studies during these years, hospitality research reached high altitudes. Academicians invested their resources in understanding consumer perception about hospitality services provided by hotels (Perez-Aranda et al, 2018), the role of rating systems (Gavilan et al, 2018; Nieto-Garcia et al, 2019), consumer reviews in hotel bookings (Tsao et al, 2015) and customer satisfaction and loyalty about hospitality services (Serra & Salvi, 2014). Further, eWOM studies during this tenure have been conducted on diverse eWOM platforms like social media (Tan & Lee, 2019), online reviews (Matute et al, 2016), blogs (Gvili & Levy, 2018) and discussion forums (Shih et al, 2013).…”

Section: Resultsmentioning

confidence: 99%

Evolution of Electronic Word of Mouth: A Systematic Literature Review Using Bibliometric Analysis of 20 Years (2000–2020)

Bhaiswar

Meenakshi

Chawla

2021

FIIB Business Review

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The internet has transformed the consumer approach to evaluate products and services. Consumers follow various internet-based platforms to evaluate products and services. Electronic word of mouth (eWOM) is available in the form of various platforms like social media, online review websites, blogs and discussion forums in the form of textual or visual information. Hence, it is vital to have a comprehensive understanding of the eWOM domain. This article aims to systematically consolidate, synthesize and extend the knowledge on eWOM using bibliometric analysis from a multi-industry and multiple platforms perspective. A total of 746 papers have been obtained between 2000 and 2020 from the top 25 journals from the Web of Science database, including a count of 1,234 authors and 35,351 total citations in the study. This article underlines the trend of publications in eWOM research and identifies the most influential work, most productive authors, countries and journals in the eWOM domain. The clusters from co-citation and co-word analysis networks have defined the intellectual structure of eWOM literature. Finally, the keyword co-occurrence has expressed the research themes in the eWOM area through thematic evolution. The article also discusses the linkage of eWOM to information and communication technologies like the Internet of Things and blockchain technologies. Lastly, the article identifies the gaps in the literature and suggests future research directions.

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The dimensions of hotel customer ratings that boost RevPAR

Cited by 45 publications

References 65 publications

Home and away: Why do consumers shy away from reporting negative experiences in the peer‐to‐peer realms?

Home and away: Why do consumers shy away from reporting negative experiences in the peer‐to‐peer realms?

Digital transformation and revenue management: Evidence from the hotel industry

Evolution of Electronic Word of Mouth: A Systematic Literature Review Using Bibliometric Analysis of 20 Years (2000–2020)

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