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Abstract

Hotel ratings given by reviewers on travel-related social media sites are generally perceived as symmetric. Using the perspective of positive-negative asymmetry, we challenge this perception by comparing the prevalence of single- and dual-valence reviews associated with opposite hotel ratings....

Author(s)
Fong HocNang [Fong, H. N. L. ]; Lei SutIeng [Lei, S. I. S. ]; Law, R.
Publisher
Routledge, Philadelphia, USA
Citation
Journal of Hospitality Marketing & Management, 2017, 26, 1, pp 67-82
Abstract

Electronic word of mouth (eWOM) communication, such as the online hotel review, is receiving increasing attention from marketing managers in the hotel industry, primarily because consumers are making considerable use of online forums and often do not book without seeking online advice on...

Author(s)
Kim, E. K. E.; Mattila, A. S.; Baloglu, S.
Publisher
Sage Publications, Thousand Oaks, USA
Citation
Cornell Hospitality Quarterly, 2011, 52, 4, pp 399-406