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.

Examining the impact of visual presentations and online reviews on hotel booking intentions

2021 ◽  
pp. 146735842110219
Author(s):  
Dawood Amin ◽  
Anuar SB Mahomed ◽  
Yuhanis B Ab Aziz ◽  
Haslinda B Hashim
Keyword(s):  
Technology Acceptance ◽  
Structural Equation ◽  
Positive Impact ◽  
Online Reviews ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Booking Intentions ◽  
Hotel Booking ◽  
The Impact

This study aims to examine the factors affecting the behavioural intentions toward online hotel booking. The study integrates visual presentations and online reviews with the technology acceptance model (TAM). Partial least squares structural equation modelling (PLS-SEM) was used to test the proposed hypotheses in this research. The results report that booking intentions are mainly determined by visual presentations and perceived usefulness. The statistical analysis supports the notion that visual presentations and online reviews have a positive impact on perceived usefulness and perceived ease of use. However, online reviews do not have any significant influence on booking intention directly. The study concludes that online consumers are more likely to book a hotel online if visual presentations and online reviews appear to be useful and easy to use. The findings contribute several implications for researchers and practitioners in the hospitality field.

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.

How old is your soul? Differences in the impact of eWOM on Generation X and millennials

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Daniel Ruiz-Equihua ◽  
Luis V. Casaló ◽  
Jaime Romero
Keyword(s):  
Generation X ◽  
Behavioral Intentions ◽  
Online Reviews ◽  
Online Review ◽  
Generational Cohort ◽  
Research Attention ◽  
Content Type ◽  
Two Samples ◽  
Booking Intentions ◽  
The Impact

PurposeOnline reviews have received research attention in recent years, as they work as precursors of consumer behaviors. Previous studies have suggested that the influence of online reviews may vary across generations. However, the previous literature has not analyzed yet whether millennials and Generation X react differently to online reviews. This study aims to shed light on this by analyzing whether the attitudes and behavioral intentions generated by online reviews are different for these two generational cohorts.Design/methodology/approachAn experimental procedure was designed to manipulate online review valence; data were collected from 351 respondents in two samples, Generation X and millennial participants.FindingsResults suggested that positive online reviews generate more positive customer attitudes and booking intentions than negative online reviews. In addition, Generation X vs millennials moderates the link among online review valence, attitudes and booking intentions. The resultant behaviors from online reviews are more intense among Generation X than for millennials.Practical implicationsManagers should be aware of online review valence and their customers' generational cohort, that is, whether they are millennials or Generation X, as they react differently to online reviews.Originality/valueThis research examines the moderating role of millennials and Generation X in the relationship between online reviews, consumer attitudes and behavioral intentions. The aim is to explain how millennial and Generation X consumers react to eWOM, that is, whether generational cohort mitigates or enhances the effects of positive vs negative online reviews on consumer reactions.

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.

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.

The effect of emotions, eWOM quality and online review sequence on consumer intention to follow advice obtained from digital services

2020 ◽  
Vol 31 (3) ◽  
pp. 465-487 ◽  
Author(s):  
Carla Ruiz-Mafe ◽  
Enrique Bigné-Alcañiz ◽  
Rafael Currás-Pérez
Keyword(s):  
Structural Model ◽  
Online Reviews ◽  
Moderating Effect ◽  
Online Information ◽  
Bias Effect ◽  
Content Type ◽  
Digital Services ◽  
Information Cues ◽  
Cognitive Information ◽  
The Impact

PurposeThis paper analyses the interrelationships between emotions, the cognitive information cues of online reviews and intention to follow the advice obtained from digital platforms, paying special attention to the moderating effect of the sequencing of review valence.Design/methodology/approachThe data were collected from 830 Spanish Tripadvisor users. In a two-step approach, a measurement model was estimated and a structural model analysed to test the proposed hypotheses. SmartPLS 3.0 software was used. The moderating effect of sequencing of reviews is tested.FindingsThe data analysis showed a bias effect of review sequence on the impact of online information cues and emotions on intention to follow advice obtained from Tripadvisor. When the online reviews of a restaurant begin with positive commentaries, their perceived persuasiveness is a stronger driver of the pleasure and arousal elicited by online reviews than when they begin with negative reviews. On the other hand, the perceived helpfulness of online reviews only triggers arousal when the user reads negative, followed by positive, comments. The impact of pleasure on intention to follow the advice provided in an online travel community is higher with positive-negative than with negative-positive sequences.Originality/valueWhile researchers have demonstrated the benefits of customer reviews on company sales, a largely uninvestigated issue is the interplay between emotions and cognitive information cues in the processing of online reviews. This is one of the first studies to examine the moderating effect of conflicting reviews on the impact of emotions and cognitive information cues on consumer intention to follow the advice obtained from digital services.

scholarly journals The impact of online reviews on e-commerce sales in India: a case study

2021 ◽  
pp. 1-17 ◽  
Author(s):  
Mithun S. Ullal ◽  
Cristi Spulbar ◽  
Iqbal Thonse Hawaldar ◽  
Virgil Popescu ◽  
Ramona Birau
Keyword(s):  
Online Reviews ◽  
The Impact
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