DOI Link
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
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; Adler, Howard; Behnke, Carl; Miao, Li; and Lehto, Xinran, "The Use of Consumer-Generated Feedback in the Hotel Industry: Current Practices and Their Effects on Quality" (2015). Faculty Scholarship and Creative Works. 542.
https://stars.library.ucf.edu/ucfscholar/542