Title

Consumer Reviews and the Creation of Booking Transaction Value: Lessons from the Hotel Industry

Keywords

Consumer-generated feedback; Online reviews; Hotel finance; Lodging

Abstract

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 with the average size of each online booking transaction. The paper concludes with theoretical and practical implications.

Publication Date

8-8-2015

Original Citation

Torres, E. N., Singh, D., & Robertson-Ring, A. (2015). Consumer reviews and the creation of booking transaction value: Lessons from the hotel industry. International Journal of Hospitality Management, 20, 77-83.

Number of Pages

77-83

Document Type

Paper

Language

English

Source Title

International Journal of Hospitality Management

Volume

50

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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http://dx.doi.org/10.1016/j.ijhm.2015.07.012

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