The Complex World of Online Reviews: Criteria for Establishing a Global Index for Accommodation

Juan Pedro Mellinas () and Eva Martin-Fuentes ()
Additional contact information
Juan Pedro Mellinas: University of Murcia
Eva Martin-Fuentes: University of Lleida

A chapter in Information and Communication Technologies in Tourism 2024, 2024, pp 434-439 from Springer

Abstract: Abstract Online reviews play a crucial role in shaping consumer decisions, particularly in the hospitality industry where the intangibility of services creates uncertainty. The lack of a standardized approach to measure the quality of hotels based on online reviews poses challenges for consumers and businesses alike. In the past, there have been various attempts to create a global index of average accommodation scores. However, all of them presented serious deficiencies in terms of transparency and level of dissemination, failing to achieve the expected success. To address these challenges, the study proposes the establishment of a rational reputation standard for accommodation services through online reviews. A Delphi method is proposed to seek consensus among academic experts and hotel managers, aiming to prioritize criteria for creating a transparent algorithm and a reliable global index for comparing accommodation establishments. The proposed rational reputation standard aims to empower consumers, allowing them to make informed decisions, while benefiting the hospitality industry by promoting transparency and credibility, as well as to allow public authorities with knowledge to establish a quality standard based on online reviews.

Keywords: Online reviews; transparency; hotel standards; criteria; index (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

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:spr:prbchp:978-3-031-58839-6_44

Ordering information: This item can be ordered from
http://www.springer.com/9783031588396

DOI: 10.1007/978-3-031-58839-6_44

Access Statistics for this chapter

More chapters in Springer Proceedings in Business and Economics from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().