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Let's hook up fast! Hotel reviews and Wi-Fi flaws

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  • Mellinas, Juan Pedro
  • Nicolau, Juan Luis

Abstract

Free Wi-Fi connection is a prevalent service in the modern hotel industry. The effects of Wi-Fi services on customers' satisfaction have been investigated in existing literature. However, the attributes that lead to customers' negative reviews on hotels and the effects of these attributes on hotel ratings remain unexplored. Therefore, this article attempts to fill this gap by using a sample of 4800 reviews and estimating a Heckit model. This methodology allows us to model customers' decisions to write a negative review and rate a hotel simultaneously. The effects of Wi-Fi flaws on hotels' overall ratings are estimated and discussed. Moreover, important managerial implications are consequently derived. Reference dependence and sample selection bias also remain critical when analyzing hotel ratings.

Suggested Citation

  • Mellinas, Juan Pedro & Nicolau, Juan Luis, 2020. "Let's hook up fast! Hotel reviews and Wi-Fi flaws," Annals of Tourism Research, Elsevier, vol. 80(C).
    • Handle: RePEc:eee:anture:v:80:y:2020:i:c:s0160738319301999
    DOI: 10.1016/j.annals.2019.102842
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    References listed on IDEAS

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    Cited by:

    1. Alexakis, Christos & Dowling, Michael & Pappas, Vasileios & Ramachandiran, Manimozhi & Skalvos, Favianos, 2021. "Do hotel financial factors influence satisfaction?," Annals of Tourism Research, Elsevier, vol. 90(C).
    2. Amblee, Naveen & Ullah, Rahat, 2022. "Technique to harmonize Booking.com's dual rating systems," Annals of Tourism Research, Elsevier, vol. 97(C).

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