Online Customer Reviews of Hotels: As Participation Increases, Better Evaluation Is Obtained

Material TypeArticleLanguageEnglish
TitleOnline Customer Reviews of Hotels: As Participation Increases, Better Evaluation Is Obtained Author(S)Santiago Melian-Gonzalez (Author)
Abstract  Customer reviews posted on the web and through social media (electronic word of mouth [eWOM]) have grown in importance for tourism businesses, but most studies have examined the effects of the content of reviews, particularly negative reviews (i.e., their valence). This study considers both the valence and the volume of eWOM using a broad and varied sample of 16,680 hotels in 249 tourist areas. ...Paginationp 274-283
SubjectHome economicsDescriptorsHospitality industry
Journal TitleCornell Hospitality Quarterly  
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