Hotels today actively respond to online reviews given their tremendous influence on travelers' decisions. Yet, the questions of how to respond to online reviews continue to baffle hotel managers. By focusing on prospective travelers, we propose the effective management response signals hotels' care ...

Purpose: Online reviews have been gaining relevance in hospitality and tourism management and represent an important research avenue for academia. This study aims to illustrate the discrimination between positive and negative reviews based on single word items and the sector-specific relevance of...

Purpose: This paper aims to examine the effects of traditional customer satisfaction (CS) relative magnitude and social media review ratings on hotel performance and to explore which online travel intermediaries' review ratings serve as the most reliable and valid predictor for hotel performance....

Purpose: This paper aims to explore how emotional expressions embedded in online hotel reviews influence consumers' helpfulness perceptions. In particular, this study develops and tests hypotheses analyzing empirical data with a text-mining method in the context of hotels to investigate how review...

This study aims to establish a relationship between customer sentiments in online reviews and customer ratings for hotels. Customer sentiment refers to the emotions expressed by customers through the text reviews. These sentiments can be positive, negative or neutral. The study explores customer...

The concept of business travelers' satisfaction is acknowledged as the most important component to the success of hoteliers around the globe. Yet, the extant literature is largely focused on the context of Western countries. A better awareness of business travelers' satisfaction in non-Western...

The advent of the "sharing economy" challenges not only the business of hotel industry but also the theories and models based on the conventional hotel industry. A key dimension of the hospitality industry is pricing. The aim of this study is to identify the price determinants of sharing economy...

Hotels are increasingly shifting their online review strategy from passive listening to proactive engagement through management responses. This study investigates the joint effects of management responses and online reviews on hotel financial performance. Based on a large unique dataset of 22,483...

This study sought to create and test a customer-based brand equity model for Spanish hotels with TripAdvisor data. Using a sample of 1514 hotels and structural equation modelling with an asymptotically distribution-free method, a valid basic, unified model was developed. The results confirm the...

This study aims to understand current Italian hotel managers' practices in monitoring online reviews included on travel websites and online travel agencies. Results obtained by a web survey indicate what hotel managers monitor (rating, rankings, guest comments regarding different service elements)...