This research, which focuses on web reputation in the hotel industry, aims to understand hotel managers’ practices in monitoring travellers’ opinions disclosed on travel websites and online travel agencies. Results from a web survey administered to Italian hotel managers and owners highlight the great importance attributed to web reputation and describe the type and frequency of controls as well as how the information collected from the Internet is used to support performance evaluation and managers’ decision-making.
Aureli, S., Supino, E. (2015). Web reputation and performance measurement systems in the hotel industry: An exploratory study in Italy. MANAGEMENT CONTROL, 2, 41-64 [10.3280/MACO2015-002003].
Web reputation and performance measurement systems in the hotel industry: An exploratory study in Italy
AURELI, SELENA;SUPINO, ENRICO
2015
Abstract
This research, which focuses on web reputation in the hotel industry, aims to understand hotel managers’ practices in monitoring travellers’ opinions disclosed on travel websites and online travel agencies. Results from a web survey administered to Italian hotel managers and owners highlight the great importance attributed to web reputation and describe the type and frequency of controls as well as how the information collected from the Internet is used to support performance evaluation and managers’ decision-making.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
