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Consumer generated feedback, online reviews, customer satisfaction, Tripadvisor, hotel rating system, customer satisfaction, hotels, United States of America
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One Experience And Multiple Reviews: The Case Of Upscale U.S. Hotels, Edwin Torres, Howard Adler, Xinran Lehto, Carl Behnke, Li Miao
One Experience And Multiple Reviews: The Case Of Upscale U.S. Hotels, Edwin Torres, Howard Adler, Xinran Lehto, Carl Behnke, Li Miao
Edwin Torres
Purpose– The present study aimed to understand the relationships between the various kinds of feedback received by hospitality operators. Information from guests, experts, and internal sources are often received, valued, and processed in various ways. The researchers sought to further explore the usage of such feedback and implications for theory and practice. Design/methodology/approach– A survey was sent to hotel general managers of four‐ and five‐diamond properties around the USA using the listing of the American Automobile Association (AAA). A total of 140 responses were received. The researchers utilized correlations and canonical correlation analysis to help understand the relationships among the …