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Full-Text Articles in Business
Playing For First Place: An Analysis Of Online Reviews And Their Impact On Local Market Rankings, Dipendra Singh, Edwin N. Torres, April Robertson-Ring
Playing For First Place: An Analysis Of Online Reviews And Their Impact On Local Market Rankings, Dipendra Singh, Edwin N. Torres, April Robertson-Ring
Rosen Faculty Scholarship and Creative Works
Whereas past research studied the impact of online reviews on a hotel’s image, the present study analyzes the impact of various measures of customer engagement on the local market ranking of a hotel. For these purposes, the researchers collected data on a sample of hotels including the number of reviews, absolute rating (i.e. 1-5 stars), and market ranking (i.e. 1st, 2nd, 3rd place) on TripAdvisor. The authors tested the relationships between number of reviews, market ranking, overall rating and number of booking transactions. Results revealed that the absolute rating of the hotel was a significant factor in determining its market …
Consumer Reviews And The Creation Of Booking Transaction Value: Lessons From The Hotel Industry, Edwin N. Torres, Dipendra Singh, April Robertson-Ring
Consumer Reviews And The Creation Of Booking Transaction Value: Lessons From The Hotel Industry, Edwin N. Torres, Dipendra Singh, April Robertson-Ring
Faculty Scholarship and Creative Works
In recent years, much has been said about online consumer-generated feedback. Concern typically emerges regarding consumer decision-making as well as the preservation of an organization's image. Additionally, a company's financial performance can be affected by customer online ratings. The present study explores the impact of a hotel's rating and number of reviews on the value generated through online transactions. Through collaboration with consulting company Travel Click, the research team gathered a sample of 178 hotels representing various companies and brands within the United States. Research results demonstrate that TripAdvisor ratings as well as the number of reviews had positive relationship …
The Relationship Between Perceived Personal Fairness, Social Fairness, Hotel Cancellation Policies And Consumer Patronage, Scott J. Smith
The Relationship Between Perceived Personal Fairness, Social Fairness, Hotel Cancellation Policies And Consumer Patronage, Scott J. Smith
Electronic Theses and Dissertations
The objective of the study was to examine the relationships between the concepts of personal fairness and social fairness and hotel cancellation policies. These relationships will be explored using the framework of Prospect Theory in terms of consumer patronage (willingnessto-purchase and word-of-mouth). This study begins with a brief history of the development of the lodging industry in the United States from inns and taverns to the modern hotel industry that is a critical sector of the hospitality and tourism economy. Current statistics are provided regarding the U.S. and Central Florida hotel industry in order to provide both a national and …
Exploring The Association Of The Attributes Of Self-Service Kiosks, Customer Check-In Satisfaction, And Customer Commitment In C, Gary Deel
Electronic Theses and Dissertations
Research regarding self-service technology and its integration into the traditional service environment is relatively limited as it applies to the lodging industry. The purpose of this study was to investigate the customer check-in satisfaction and customer commitment impacts of self-service hotel kiosks as implemented in convention hotels by examining perceptions of kiosk users. It has been theorized that customer perceptions of self-service technology attributes are positively related to satisfaction and subsequent commitment. A model was employed in this study that had been previously supported outside of the hospitality industry which demonstrated support for a universal standard of investigating self-service technology …