Scholars and practitioners in tourism sector seem to agree that web reputation affects the operational performance of hotels. This study addresses this problem 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 considered hotels. The content analysis performed on four star hotels suggests that traditional core services (like room and food as well as interaction with staff) represent key factors in determining customers’ appreciations and criticisms. Regression analysis, considering the same hotels, seems to suggest the presence of a linear relationship between review titles and online reservations to some extent.

Online Review Contents and their Impact on Three and Four-Star Hotel Reservation: some evidence in Italy

AURELI, SELENA;MEDEI, RENATO;SUPINO, ENRICO;TRAVAGLINI, CLAUDIO
2014

Abstract

Scholars and practitioners in tourism sector seem to agree that web reputation affects the operational performance of hotels. This study addresses this problem 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 considered hotels. The content analysis performed on four star hotels suggests that traditional core services (like room and food as well as interaction with staff) represent key factors in determining customers’ appreciations and criticisms. Regression analysis, considering the same hotels, seems to suggest the presence of a linear relationship between review titles and online reservations to some extent.
Information and Communication Technologies in Tourism 2014
381
393
S.Aureli; R.Medei; E.Supino; C.Travaglini
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/11585/223683
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