The present research focuses on the role of web reputation in hotel industry, aiming to understand current hotel managers practices in monitoring travellers’ opinions disclosed on travel web sites, social media and online travel agencies. Results stemming from a web survey administered to Italian hotels describe which web reputation items (i.e. staff friendliness, adequacy of the rooms, sport services) hotel managers are more interested in, the frequency of controls and how the information collected from the Internet is used to support performance evaluation and mangers’ decision making.
Selena, A., Enrico, S. (2014). Web reputation and performance measurement systems in hotel industry. INTERNATIONAL CONFERENCE ON TOURISM MANAGEMENT AND TOURISM RELATED ISSUES, IV, 1-26.
Web reputation and performance measurement systems in hotel industry
AURELI, SELENA;SUPINO, ENRICO
2014
Abstract
The present research focuses on the role of web reputation in hotel industry, aiming to understand current hotel managers practices in monitoring travellers’ opinions disclosed on travel web sites, social media and online travel agencies. Results stemming from a web survey administered to Italian hotels describe which web reputation items (i.e. staff friendliness, adequacy of the rooms, sport services) hotel managers are more interested in, the frequency of controls and how the information collected from the Internet is used to support performance evaluation and mangers’ decision making.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
