Title

The Use of Consumer-Generated Feedback in the Hotel Industry: Current Practices and Their Effects on Quality

Keywords

consumer-generated feedback, consumer reviews, hospitality, hotels, service quality

Abstract

Consumer-generated feedback is hard to ignore these days. Word-of-mouth has expanded beyond a customer’s immediate friends and family; with the help of technology it reaches thousands of current and prospective guests. In light of this, scholars and practitioners are exploring the subject of consumer-generated feedback. Today, most of the research regarding this subject focuses on the use of consumer-generated feedback to make purchase decisions. In contrast, the present study explores the use of such information for the purposes of improving hotel operations. This article examines the amount of value placed on consumer-generated feedback, the relative importance placed on positive and negative feedback, and its effects on perceived quality. Furthermore, this study inquires as to the specific uses given to consumer-generated feedback in the hotel industry. It is the researchers’ contention that valuing feedback has positive effects on perceived quality. The findings conclude that hotels can use consumer-generated feedback to take actions such as modifying training programs and operating procedures, as well as identifying patterns of complaint and praise.

Publication Date

7-8-2015

Original Citation

Torres, E.N., Adler, H., Behnke, C., Miao, L., & Lehto, X. (2015). The use of consumer generated feedback in the hotel industry: Current practices and their effects on quality. International Journal of Hospitality and Tourism Administration, 16 (3), 224-250.

Number of Pages

224-250

Document Type

Paper

Language

English

Source Title

International Journal of Hospitality and Tourism Administration

Volume

16

Issue

3

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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http://dx.doi.org/10.1080/15256480.2015.1054754

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