Online Review Contents and Their Impact on Three and Four-Star Hotel Reservations: Some Evidence in Italy

Selena Aureli (), Renato Medei (), Enrico Supino () and Claudio Travaglini ()
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Selena Aureli: The University of Bologna
Renato Medei: The University of Bologna
Enrico Supino: The University of Bologna
Claudio Travaglini: The University of Bologna

A chapter in Information and Communication Technologies in Tourism 2014, 2013, pp 381-393 from Springer

Abstract: Abstract Scholars and practitioners in the tourism sector seem to agree that web reputation affects hotel operational performance. This study addresses this issue by analysing the online review contents of 40 (20 four-star and 20 three-star) hotels in the Province of Rimini (Italy). In particular, it questions if and to what extent the positive/negative sense of TripAdvisor reviews influences the online reservations of the hotels considered. The content analysis performed on hotels suggests that traditional core services (like room and interaction with staff) represent key factors in determining customer appreciations and criticism. Panel data analysis, of the same hotels, seems to suggest the presence, to some extent, of a linear relationship between operational hotel performance and online reputation.

Keywords: Digital reputation; Web reviews; Hotel performance; Content analysis (search for similar items in EconPapers)
Date: 2013
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DOI: 10.1007/978-3-319-03973-2_28

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