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Hospitality Administration and Management
Rosen Faculty Scholarship and Creative Works
Online reviews, expert feedback, hotel rating systems, electronic word-of-mouth, service quality, hotels
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Stars, Diamonds, And Other Shiny Things: The Use Of Expert And Consumer Feedback In The Hotel Industry, Edwin Torres, Howard Adler, Carl Behnke
Stars, Diamonds, And Other Shiny Things: The Use Of Expert And Consumer Feedback In The Hotel Industry, Edwin Torres, Howard Adler, Carl Behnke
Rosen Faculty Scholarship and Creative Works
Over the past few years, researchers have studied the topic of online consumer feedback. Most of these studies focus on consumer decision making, and managing a hotel's image.Consequently, more research could explore consumer-generated feedback from the viewpoint of hotel operations and service quality improvement. The present research explored the ways in which hotel General Managers use feedback from consumers (namely online), experts, and internal sources to improve service quality. A combination of a quantitative survey and qualitative interviews were utilized. The study targeted General Managers of upscale hotels.Quantitative data was analyzed using multiple and simple regression analysis, correlations, and ANOVA. …