Electronic word-of-mouth in the hospitality industry: a comparative study in top hotels

Martina Asenova, Juan Llopis, Jose Gasco and Reyes Gonzalez

International Journal of Business Excellence, 2024, vol. 34, issue 2, 201-225

Abstract: Academic researchers have demonstrated the increasing importance of electronic word-of-mouth (eWOM) in recent decades as part of the technological development of the internet. The nature of the hospitality industry means that eWOM has much more influence in comparison with other market sectors. This study aims to analyse eWOM and its main impact in the context of the 150 top hotels and hotel groups included in the latest annual report 'Hotels 325'. The study has two main scopes. The first is the evaluation and justification of the increasing importance of eWOM in the hotel industry. The second is the comparative evaluation of the feedback received by customers using Tripadvisor, one of the most influential platforms, by categorising and quantifying the obtained results. A specific conceptual model including different hypotheses was created to support the main scopes. A regression correlation matrix (Pearson and Spearman) was also introduced to measure the relationship of the results. The conclusions show the overall result of the study and its limitations. The outcome of the research supports the implemented hypothesis and the linear relationship between the values.

Keywords: electronic word-of-mouth; eWOM; top hotels; Tripadvisor; client feedback. (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=141640 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbexc:v:34:y:2024:i:2:p:201-225

Access Statistics for this article

More articles in International Journal of Business Excellence from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().