The quality of quality awards: Diminishing information asymmetries in a hotel chain

Nicolau, Juan Luis; Sellers, Ricardo

doi:10.1016/j.jbusres.2009.06.009

Cited by 82 publications

(48 citation statements)

References 65 publications

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“…In order to cope with this uncertainty, consumers evaluate several attributes and consult diverse information sources to assess the credibility of the message (Jun et al, 2007;Nicolau and Sellers, 2010). In particular, dual process theory (Cheung et al, 2009) considers how information contained in the message (central route factors) and online social mechanisms (peripheral route factors) can affect the persuasiveness of online recommendations.…”

Section: Ewom Impacts On Purchasesmentioning

confidence: 99%

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

Viglia¹,

Minazzi

Buhalis

2016

IJCHM

298

192

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Purpose -Online reviews have become increasingly important for customer decisionmaking. The hotel industry represents a noticeable case. Consumer reviews posted on websites such as Bookings.com, TripAdvisor, and Venere.com play a critical role in consumers' choice of a hotel. For this reason a number of recent studies analyses different aspects of online reviews. The purpose of this paper is to investigate their effects in terms of hotel occupancy rates.Design/methodology/approach -The paper measures through regression analysis the impact of three dimensions of consumer reviews (i.e. review score, review variance and review volume) on the occupancy rates of 346 hotels located in Rome, isolating a number of other factors that might also affect demand.Findings -Review score is the dimension with the highest impact. The results suggest that, after controlling for other variables, a one-point increase in the review score is associated to an increase in the occupancy rate by 7.5 percentage points. Regardless the review score, the number of reviews has a positive effect, but with decreasing returns, implying that the higher the number of reviews, the lower the beneficial effect in terms of occupancy rates is.Practical implications -The findings quantify the strong association of online reviews to occupancy rates suggesting the use of appropriate reputational management systems to increase hotel occupancy and therefore performance.2 Originality/Value -A major contribution of this paper is its comprehensiveness in analysing the relation between online consumer reviews and occupancy across a heterogeneous sample of hotels.

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Section: Ewom Impacts On Purchasesmentioning

confidence: 99%

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

Viglia¹,

Minazzi

Buhalis

2016

IJCHM

298

192

View full text Add to dashboard Cite

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“…What is more, several dimensions could be proposed as explanatory variables for the potential abnormal returns, if any, derived from each type of activity. 3) In an analogous way to Nicolau and Sellers (2010) and their analysis of the different effects that distinct types of quality certificates can have on firm performance, it would provide managers with a useful tool if a study analyzed the impacts of the different CSR criteria that exist today, such as the ISO 26000, the OECD Guidelines for Multinational Enterprises, the 10 principles of the UN Global Compact, the UN Guiding Principles on Business and Human Rights or the ILO Tripartite Declaration of Principles on Multinational Enterprises and Social Policy. If discrepancies in results were to exist, managers would know which guidelines are more appropriate to follow or, at least, which guidelines are more visible and more accepted by the market.…”

Section: Discussionmentioning

confidence: 96%

Industry-specific effect of CSR initiatives: hotels and airlines

et al. 2014

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Purpose -This study examines the relationships between a firm's CSR activities and its performance and risk. We hypothesize that industry-level effects are highly determinant of the sign and magnitude of these relationships to establish a ranking of industries to identify the position of the most prominent tourism-related industries: hotels and airlines. Based on the cybernetic model of decision making and the heuristics thereof, shareholders base their investment decisions derived from CSR announcements on the idea that the industries behave differently; their fixed costs being a relevant factor. Design/methodology/approach -We estimate the industry-specific effects of CSR initiatives on firms' performance and risk using a sample of 583 announcements from the Spanish Stock Market. Findings -The results show that while CSR announcements have a positive effect on performance when we do not account for industry specific factors, once we incorporate these factors into our analysis, we find that firm performance and risk vary quite substantially as a function of the industry to which the firm belongs. Interestingly, while the hotel industry presents an average behavior (standing at 9th position in returns, 15th in terms of risk, and 8th according to the ratio returns/volatility), the airline industry presents the worst situation of all industries: last in performance and last in risk. Practical implications -The results help managers assess their decisions and allocate CSR resources optimally. Originality/value -This article is the first attempt to empirically test and comprehensively detect the different relationship between CSR and firm performance across industries.

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“…Reducing information asymmetry [9] is often stated as a proof of the benefits of introducing ISO 9001. The research [10] shows that ISO 9001 certificate improves customer perceptions related to quality, satisfaction and the company's image.…”

Section: Literature Review 21 Development and Implementing Of Iso 90mentioning

confidence: 92%

Implementation of ISO 9001 as a preparation for implementing ISO 14001 in small-scale engineering companies

Kostelac¹,

Vukomanović

Priskić³

2016

Teh. vjesn.

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Subject reviewThis paper analyses the implementation of quality management systems into small-scale engineering companies in Croatia. This paper attempts to account for the importance of implementation of an integrated quality system in accordance with ISO 9000 and an environmental management system in accordance with ISO 14001. The benefits of implementing the ISO 9001 norm as a preparation of introducing the ISO 14001 norm will be shown on the example of a small-scale engineering company. This paper emphasizes that it is precisely the periods in the process of acquiring ISO 9001, as well as the time necessary to collect the information and knowledge leading to a decision to enter into the process of ISO 14001 certification, that are potentially very significant for the company. Keywords: engineering company; ISO 9001 and 14001 norms; quality controlUvođenje ISO 9001 kao priprema za uvođenje norme ISO 14001 u male tvrtke inženjerske djelatnosti Pregledni članak Rad analizira uvođenje sustava upravljanja kvalitetom u male tvrtke u Hrvatskoj koja obavljaju inženjersku djelatnost. Radom je ukazano na važnost uvođenja integriranog sustava kvalitete prema normi ISO 9000 i sustava upravljanja okolišem prema normi ISO 14001. Na primjeru male inženjerske tvrtke prikazat će se dobrobiti uvođenja sustava upravljanja kvalitetom sukladno zahtjevima norme ISO 9001. U ovom radu naglašava se da su upravo vremenski periodi procesa stjecanja certifikata ISO 9001, kao i vrijeme prikupljanja informacija i znanja koje vodi do odluke o tome da se kreće u proces ISO 14001 certifikacije, potencijalno vrlo značajni za tvrtku.Ključne riječi: inženjerska djelatnost; konrola kvlitete; norme ISO 9001 i ISO 14001

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The quality of quality awards: Diminishing information asymmetries in a hotel chain

Cited by 82 publications

References 65 publications

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

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

Industry-specific effect of CSR initiatives: hotels and airlines

Implementation of ISO 9001 as a preparation for implementing ISO 14001 in small-scale engineering companies

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