eWOM effects on hotel booking intentions, attitudes, trust, and website perceptions

2015 ◽  
Vol 46 ◽  
pp. 36-45 ◽  
Author(s):  
Riadh Ladhari ◽  
Mélissa Michaud
Keyword(s):  
Booking Intentions ◽  
Hotel Booking

scholarly journals The impact of online reviews on hotel booking intentions and perception of trust

2011 ◽  
Vol 32 (6) ◽  
pp. 1310-1323 ◽  
Author(s):  
Beverley A. Sparks ◽  
Victoria Browning
Keyword(s):  
Online Reviews ◽  
Booking Intentions ◽  
Hotel Booking ◽  
The Impact

Perceived credibility of online hotel reviews and its impact on hotel booking intentions

2019 ◽  
Vol 31 (9) ◽  
pp. 3465-3483 ◽  
Author(s):  
Uttam Chakraborty
Keyword(s):  
Structural Equation ◽  
Positive Impact ◽  
Online Reviews ◽  
Equation Modeling ◽  
Measurement Scales ◽  
Content Type ◽  
Perceived Credibility ◽  
Booking Intentions ◽  
Hotel Booking ◽  
The Impact

Purpose This study aims to evaluate the vitality of source, receiver and message factors on credibility assessment of online hotel reviews. Further, the current study determines the effects of perceived credibility of online reviews (PCOR) on hotel booking intentions (HBI). Design/methodology/approach The current study performs reliability analysis to determine the internal consistency of the measurement scales and to ensure the uni-dimensionality of the measurement scales the present study performs exploratory factor analysis. Further, the present study performs structural equation modeling to identify the relationships between the variables. Findings Two-sided online reviews have a more significant positive impact on PCOR as compared to the effects of receiver, review quality, review consistency and negative-sided online reviews. Originality/value This is one of the first study that analyses the impact of source, receiver and message on PCOR. Moreover, the present study offered theoretical justification behind the factors that affect the authenticity of online hotel reviews and its effects on HBI.

The influence of online reviews to online hotel booking intentions

2015 ◽  
Vol 27 (6) ◽  
pp. 1343-1364 ◽  
Author(s):  
Xinyuan (Roy) Zhao ◽  
Liang Wang ◽  
Xiao Guo ◽  
Rob Law
Keyword(s):  
Regression Analysis ◽  
Mainland China ◽  
Online Reviews ◽  
Online Review ◽  
Content Type ◽  
Theoretical Contribution ◽  
Review Management ◽  
Marketing Tool ◽  
Booking Intentions ◽  
Hotel Booking

Purpose – This study aims to investigate the impacts of online review and source features upon travelers’ online hotel booking intentions. Design/methodology/approach – This study developed a research model and empirically examined the model by collecting data from business travelers in the Mainland China. Factor analysis was adopted to identify features of online reviews content and source attribute. Regression analysis was used to examine impacts of these attributes upon travelers’ online booking intention. Findings – Six features of online reviews content and one source attribute were identified, namely, usefulness, reviewer expertise, timeliness, volume, valence (negative and positive) and comprehensiveness. Regression analysis results testified positive causal relationships between usefulness, reviewer expertise, timeliness, volume and comprehensiveness and respondents’ online booking intentions. A significantly negative relation between negative online reviews and online booking intentions was identified, whereas impacts from positive online reviews upon booking intentions were not statistically significant. Research limitations/implications – The major limitation of this study is that interrelationships among features of online reviews, which were discussed in other similar studies, were not considered. Still, this study benefited researchers from scrutinizing features of online reviews, rather than several of them. As such, it offered more comprehensive suggestions for practitioners in how to better utilize online reviews as a marketing tool. Practical implications – Hospitality practitioners could enhance consumer review management by applying the six underlying factors of online review in the present study to find out the ways of increasing consumers’ booking intentions in the specific hotel contexts. Originality/value – A major theoretical contribution of this paper is its comprehensiveness in examining features of review content as well as its source simultaneously. This study also offered areas worthy of more research efforts from perspectives of practitioners and researchers.

The impacts of customers’ observed severity and agreement on hotel booking intentions: moderating role of webcare and mediating role of trust in negative online reviews

2016 ◽  
Vol 71 (2) ◽  
pp. 77-89 ◽  
Author(s):  
Sreejesh S. ◽  
Anusree M.R.
Keyword(s):  
Service Failure ◽  
Online Reviews ◽  
Study Data ◽  
Content Type ◽  
Perceived Trust ◽  
Negative Effect ◽  
Booking Intentions ◽  
Hotel Booking ◽  
Agreement Condition

Purpose The purpose of the paper is to examine the conditional role of webcare as a service failure recovery strategy on customers’ hotel booking intentions in presence of different levels of observed severity and review agreement. Furthermore, the study also examines the mechanism through which webcare can shape the adverse effect of observed severity and review agreement on hotel booking intentions. Design/methodology/approach A 2 (severity: high or low) × 2 (agreement: high or low) × 2 (webcare: webcare or no webcare) between-subject experimental design was conducted to collect responses. Analyses of variance and moderated mediation analysis were performed to analyze the study data. Findings Prospective customers who observed high severe service failure from a review reported less booking intention. Further, customers’ observed agreement strengthened these behaviors, i.e. customers who are exposed to high severe service failure in high-agreement condition reported low booking intention, as compared to those who exposed to low review agreement condition. Furthermore, results supported the fact that use of appropriate webcare plays a significant role to shape or mitigate the negative effect of severity and agreement on hotel booking intentions via perceived trust. Originality/value This is the first in its stream of studies that examined how webcare can be used to tackle the adverse effects of observed severity and agreement, so that perceived trust would be formed to create hotel booking intention.

Modeling attitude ambivalence and behavioral outcomes from hotel reviews

2020 ◽  
Vol 32 (9) ◽  
pp. 2831-2855 ◽  
Author(s):  
Naeem Akhtar ◽  
Umar Iqbal Siddiqi ◽  
Muhammad Nadeem Akhtar ◽  
Muhammad Usman ◽  
Wasim Ahmad
Keyword(s):  
Service Management ◽  
Positive Impact ◽  
Positive Association ◽  
The Body ◽  
Future Research ◽  
Content Type ◽  
Heuristic Systematic Model ◽  
Tourism And Hospitality ◽  
Booking Intentions ◽  
Hotel Booking

Purpose This study aims to offer a conceptual framework that elaborates on how tourists’ perception of contradictory features in reviews’ factuality and comprehension – within a single hotel review and across multiple hotel reviews – trigger attitude ambivalence and psychological discomfort, which determine their behaviors – choice deferral and hotel booking intentions. It also investigates the moderating role of anticipated conflicting reactions (ACRs) through contradictory features on consumers’ attitude ambivalence. Design/methodology/approach Using a Chinese setting, researchers collected data from 524 inbound tourists who were the consumers of hotels in Beijing. The study used IBM Amos 23.0 to test measurement and structural models for the proposed relationships. It also used PROCESS macro 3.4 for the moderation analysis. Findings The findings reveal a positive association between contradictory features in reviews and the resulting ambivalence that affects consumers’ discomfort and leads to the decision to defer the choice of hotel. Conversely, consumers’ discomfort has a positive impact on the hotel booking intentions. ACRs have positive moderating effects on the associations between contradictory features and consumers’ attitude ambivalence. Originality/value By investigating the contradictory features in hotel reviews, this study extends the body of research on dual information processing (i.e. the heuristic–systematic model) and the literature on service management, psychological behaviors, travel intermediaries and hotel firms. Future research directions are recommended for tourism and hospitality researchers.

scholarly journals Shifting consumers’ sustainable behavior in the hospitality industry

2021 ◽  
Vol 280 ◽  
pp. 02001
Author(s):  
I Wayan Edi Arsawan ◽  
Viktor Koval ◽  
Ni Putu Santi Suryantini ◽  
Yuriy Polyezhayev
Keyword(s):  
Millennial Generation ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Online Reviews ◽  
Consumer Reviews ◽  
Online Consumer Reviews ◽  
Online Consumer ◽  
Positive Valence ◽  
Booking Intentions ◽  
Hotel Booking

Although research on hotel booking intention has been carried out in the last decade, the research that reveals the role of hotel reservation information through online consumer reviews in the millennial generation is still very rare. This study aims to determine the factors of online consumer reviews that affect hotel booking intentions for the millennial generation in Bali, Indonesia. This study uses a quantitative approach by distributing questionnaires to 385 respondents through a non-probability sampling technique, namely purposive sampling. The data analysis technique of this research is a multiple linear regression analysis processed using the SPSS 25.0 program. The results reveal that usefulness, timeline, and comprehensiveness have a significant effect on hotel booking intentions. Meanwhile, the volume of online reviews, the positive valence of online reviews, and the negative valence of online reviews are not significant for hotel booking intentions. The research findings reveal the characteristics of the millennial generation which are in line with the theory of reason action that they have their views in making decisions. The research implications are discussed in the paper.

The Significance of Online Reviews for Hotel Entrepreneurial Success

2020 ◽  
pp. 75-86
Author(s):  
Zilmiyah Kamble ◽  
Quoc Toan Doan ◽  
Hoai Nam Nguyen ◽  
Zeqi Zeng ◽  
Liao Liao Zihui
Keyword(s):  
Negative Impact ◽  
Relevant Literature ◽  
Online Reviews ◽  
Positive Influence ◽  
Entrepreneurial Success ◽  
Hotel Performance ◽  
Significant Negative Impact ◽  
Booking Intentions ◽  
Hotel Booking ◽  
Online Travel

Online reviews have become a significant source of information for travel planning, influencing consumers purchasing decisions and behaviour. This study aims to explore the impacts of online reviews on hotel booking intentions and its significance for entrepreneurial success. It evaluates features from the content of online reviews to understand their impacts upon customers' online booking intention in hotels. Content analysis findings of relevant literature indicates positive causal relationship between online review volume, valence, quality, and online booking intention. There is a significant negative impact of negative online reviews on online booking intention, whilst positive online reviews can gain positive influence. Consumer tend to be more influenced by negative reviews than positive ones. Social media and online travel agent sites are popular internet platforms used. The influence of online reviews on hotel performance is very significant. Hotel entrepreneurs are recommended to pay close attention to online reviews and its impacts and effectively manage reviews.

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