With use of a more heavily user-influenced Web 2.0 approach now commonplace online, consumers have ready access to a vast amount of detailed hotel information and online user reviews, and can share their own evaluations. Online user-generated reviews are a form of electronic word-of-mouth and...

This study investigates the impact of hotel attributes and complimentary and emerging amenities on online user ratings and compares their effects across star ratings. By combining data scraped from TripAdvisor.com and hotel property information provided by the STR, a total of 763 hotel cases...

Purpose - From its foundation until today, Valamar Riviera hotels are one of the leaders in the Croatian hotel industry. Their strong positioning on the market is recognized throughout Europe, and this is particularly visible through the high ratings of former guests on social networks. Online...

This paper develops and tests an innovative DEA model in the hospitality sector, by originally embedding online customer ratings among the outputs of the model. Based on a sample of 268 independent hotels located in Rome (Italy), we test a eWOM-informed DEA model and find that the introduction of...

The online market enables hotels to enhance their visibility and drive up their revenue. This study analysed both the average room price and price count (i.e. the sum of the number of prices that hotels offer) on Booking.com for a period of 300 days prior to check-in, with data classified by...

Electronic word of mouth (eWOM) information has become extremely relevant for the reputation of hotels and is a key variable in terms of their capacity to set prices and improve their occupancy rate. However, overall ratings have a bias towards high values; luxury hotels concentrate on a few ranges ...

Purpose: The purpose of this paper is to know which hotels mostly rely on Booking.com, investigating the level of presence on Booking.com around the world by country, hotel size, hotel category and managerial form. Neither the company nor the hotels provide this information, so the authors use the...

Electronic word of mouth (eWOM) has gained importance with the emergence of new online tools, and the hospitality sector is at the core of this trend. We employ a secondary data set of hotel guest reviews from a popular online travel platform, with reviews for hotels located in the four main...

The hotel industry has been facing fierce competition in recent years. It is important for hotels to conduct effective strategic planning for competitiveness improvement to achieve sustainable development. Prior studies on hotel strategic planning mainly use questionnaire data or hotel internal...

Purpose - This study aims to examine the effects of user-generated photos (UGPs) and review valence (RV) on hotel guests' perceived service quality, perceived price, perceived overall image and booking intention. Design/methodology/approach - An online experiment where respondents were randomly...