The influence of e-word-of-mouth on hotel occupancy rate

Viglia, Giampaolo; Minazzi, Roberta; Buhalis, Dimitrios

doi:10.1108/ijchm-05-2015-0238

Cited by 298 publications

(225 citation statements)

References 79 publications

(135 reference statements)

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“…This finds an echo in Hu, Kandampully, and Juwaheer () in that consumers who experienced the moderate quality of service were less inclined to report their experiences. Viglia et al () corroborated that this under‐reporting bias affects the reliability of online reviews.…”

Section: Discussionmentioning

confidence: 92%

“…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%

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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: 92%

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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“…According to Sen and Lerman (2007), online consumer reviews are a type of word of mouth involving positive or negative statements given to the products by the consumers in online shopping malls. Moreover, Viglia et al (2016) showed that consumers often rely on outside sources such as customer reviews online due to limited direct information about the quality of service provided. In other words, credibility can be considered as the opinion of the people on the reality of the assessment (Erkan & Evans, 2016).…”

Section: Website Reputationmentioning

confidence: 99%

Factors affecting the credibility of online reviews on TIKI: An assessment study in Vietnam

Trần¹,

Can²

2020

10.5267/j.ijdns

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The purpose of this study was to test the determinants affecting the credibility of online reviews. In this model, the relationships between argument quality and peripheral cue and credibility of online reviews were evaluated. The measurement model and the conceptual model depicting hypothesized relationships were evaluated based on responses from 460 customers using multiple linear regression analysis, accordingly. After the data collection process was completed, all data were put into SPSS 20. The process of checking and analyzing the data sequentially follows: reliability test, EFA factor analysis, Correlation analysis and Multiple linear regression analysis. Initially, the scale was assessed by Cronbach's Alpha and EFA. Then, the correlation coefficient test was used to check the linear relationship between the independent and dependent variables. The results from the study indicated the accuracy, completeness, review quantity, review consistency, product/ service rating, and website reputation were accepted and all of them had positive effects on review credibility. This shows, shoppers are very interested in completeness, the full information as well as necessary evidence to help shoppers assess the truthfulness and accuracy of the information more easily. At the same time, the website reputation also helps increase the credibility of the reviews and buyers tend to believe in online reviews if the website has a good reputation. Basically, the research completed its original purpose of identifying factors that affect the credibility of online reviews.

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“…This article tries to fill this gap and helps incorporate research with the validity of reviews posted without verification procedures. Moreover, this article tries to provide additional insight into ANALYSIS OF HOTEL ONLINE REVIEWS 3 Booking.com are a popular online source for hotel information, as are social media websites like Trip Advisor and Facebook (Sun, Fong, Law & Luk, 2015), which draw the attention of researchers (Balagué, Martin-Fuentes, & Gómez, 2016;Viglia, Minazzi, & Buhalis, 2016).…”

Section: Introductionmentioning

confidence: 99%

Does Verifying Uses Influence Rankings? Analyzing Booking.Com and Tripadvisor

Martín-Fuentes¹,

Mateu²,

Fernàndez³

2018

Tourism Analysis

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Electronic word of mouth (eWOM) is of recent and considerable importance in tourism, particularly because of the intangible nature of the industry. Users' online reviews are a source of information for other consumers, who take them into account before making a reservation at a lodging property. The aim of this study is to establish whether or not the anonymity of the reviews on TripAdvisor alters hotel rankings by comparing them with verified users' reviews on Booking.com. Moreover, the study analyzes whether or not the differences in the rating scales of both websites favor some hotels over others. A large amount of data is used in this study, with more than 40,000 hotels on Booking.com and 70,000 on TripAdvisor in 447 cities around the world, comparing the rankings of about 20,000 hotels matched on both websites. Our findings suggest that the behavior of both rankings is similar and the lack of veracity on TripAdvisor due to the anonymity in the user's verification system is baseless. In addition, some differences are found depending on the hotel category and region, due mainly to the unique rating scale on Booking.com (from 2.5 to 10) compared with the rating scale on TripAdvisor (from 1 to 5).

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The influence of e-word-of-mouth on hotel occupancy rate

Cited by 298 publications

References 79 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?

Factors affecting the credibility of online reviews on TIKI: An assessment study in Vietnam

Does Verifying Uses Influence Rankings? Analyzing Booking.Com and Tripadvisor

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