The business value of online consumer reviews and management response to hotel performance
Abstract
The business case for investing in online reputation has received increasing scrutiny in recent years. This study identifies the business value of consumer reviews and management responses to hotel performance. We present a panel data analysis of online consumer reviews and management responses of 843 hotels on a hotel review website. The results show that overall rating, attribute ratings of purchase value, location and cleanliness, variation...
Paper Details
Title
The business value of online consumer reviews and management response to hotel performance
Published Date
Oct 1, 2014
Volume
43
Pages
1 - 12
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