Determinants of online hotel booking intentions: website quality, social presence, affective commitment, and e-trust

2021 ◽  
pp. 1-26
Author(s):  
Muslim Amin ◽  
Kisang Ryu ◽  
Cihan Cobanoglu ◽  
Ahmad Nizam
Keyword(s):  
Social Presence ◽  
Affective Commitment ◽  
Website Quality ◽  
Booking Intentions ◽  
Hotel Booking

Impact of hotel website quality on online booking intentions: eTrust as a mediator

2015 ◽  
Vol 47 ◽  
pp. 108-115 ◽  
Author(s):  
Liang Wang ◽  
Rob Law ◽  
Basak Denizci Guillet ◽  
Kam Hung ◽  
Davis Ka Chio Fong
Keyword(s):  
Website Quality ◽  
Booking Intentions

Young Tourists' Perceptions of Hotel Disintermediation

2017 ◽  
pp. 381-399
Author(s):  
Giacomo Del Chiappa ◽  
Mariella Pinna ◽  
Marcello Atzeni
Keyword(s):  
Affective Commitment ◽  
Statistical Tests ◽  
Three Dimensions ◽  
Travel Agency ◽  
Gen Y ◽  
Travel Agencies ◽  
High Street ◽  
Online Reservation ◽  
Hotel Managers ◽  
Hotel Booking

Generation Y has been considered to be a sizeable new market. This study, based on a sample of 1131 Italian travellers from Gen Y, investigates their views for and against disintermediation, and analyses how their choices are influenced by user generated content (UGC), rather than by information provided by high street travel agencies. The factor analysis uncovers three dimensions: “Benefits of Travel Agency”, “Benefits of Online Reservation”, and “Online Trust & Search Behaviour”. Further, a series of statistical tests indicate that demographics such as age and education have a significant influence on the respondents' perceptions. Our findings suggest that hotel managers and travel agencies should monitor Gen Y perceptions of the benefits and constraints of using the Internet, UGC and travel agencies for hotel booking. Further, accommodation providers should use online channels to create affective commitment in their young customers. Limitations of the study are discussed and suggestions for further research are given.

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.

Attraction, Social Presence, Sociability, and Booking Intentions: The Moderating Role of Homophily

2021 ◽  
pp. 109634802098889
Author(s):  
Jeong-Yeol Park ◽  
Robin M. Back ◽  
Diego Bufquin ◽  
Marco W. W. Nutta
Keyword(s):  
Social Presence ◽  
Structural Equation ◽  
Empirical Studies ◽  
Equation Modeling ◽  
Moderating Effects ◽  
Social Attraction ◽  
Perceived Social Presence ◽  
Booking Intentions ◽  
Moderating Role

It is essential for hotel marketers to better understand how human images—found in website photographs—are perceived by customers, and how such perceptions can affect customers’ website experience and behavioral intentions. Given the lack of empirical studies related to the effects of human images and hotel website photographs, this study first assesses the influence of physical and social attraction evaluations—related to human images in hotel website photographs—on perceived social presence, in order to further examine the relationships between social presence, sociability, and booking intentions. Moreover, the moderating effects of background homophily, on the relationships between physical and social attraction and social presence, are also examined. This study, which adopts structural equation modeling and analyzes data collected from a sample of 417 U.S. travelers who have recently booked a hotel room directly through a hotel website, confirms all of the aforementioned relationships.

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.

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