DOI Link
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
Copyright Status
Unknown
Copyright Date
2015
Publication Version
Post-print
College
Rosen College of Hospitality Management
Location
Rosen College of Hospitality Management
STARS Citation
Torres, Edwin N.; Singh, Dipendra; and Robertson-Ring, April, "Consumer Reviews and the Creation of Booking Transaction Value: Lessons from the Hotel Industry" (2015). Faculty Scholarship and Creative Works. 231.
https://stars.library.ucf.edu/ucfscholar/231
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