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Differences between TripAdvisor and Booking.com in branding co-creation

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  • Teresa Borges-Tiago, Maria
  • Arruda, Carolina
  • Tiago, Flavio
  • Rita, Paulo

Abstract

The most popular travel platforms in the world are Booking.com and TripAdvisor. Both these platforms take advantage of users' reviews as a source of information to help other users in their traveling decision processes. These users' reviews are creating, recreating, and destroying online reputation, and consequently affecting firms brand image. Managing a hotel's brand image online can be a major challenge, considering the wide range of user content generated in distinctive platforms. This article focuses on hotel brand image co-creation in TripAdvisor and Booking. Using a sample of 52 hotel units, all located in an island destination, it shows that despite both platforms being supported by user-generated content (UGC), both projected brand identity and image can be quite different. Content analysis was used to assess the brand personality traits communicated as well as sentiment analysis in order to understand the nature of the content better. Results show that hotel profile descriptions in the TripAdvisor platform convey a more sincere brand personality, while the descriptions in Booking.com convey a personality-oriented profile to the scale of excitement. This study demonstrates the utility of looking into electronic word-of-mouth as a source of brand meaning co-creation.

Suggested Citation

  • Teresa Borges-Tiago, Maria & Arruda, Carolina & Tiago, Flavio & Rita, Paulo, 2021. "Differences between TripAdvisor and Booking.com in branding co-creation," Journal of Business Research, Elsevier, vol. 123(C), pages 380-388.
    • Handle: RePEc:eee:jbrese:v:123:y:2021:i:c:p:380-388
    DOI: 10.1016/j.jbusres.2020.09.050
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    References listed on IDEAS

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    Cited by:

    1. Flávio Tiago & Pedro Correia & Victor-Alexandru Briciu & Teresa Borges-Tiago, 2021. "Geotourism Destinations Online Branding Co-Creation," Sustainability, MDPI, vol. 13(16), pages 1-18, August.
    2. Teresa Borges-Tiago & Sandra Silva & Sónia Avelar & João Pedro Couto & Luíz Mendes-Filho & Flávio Tiago, 2021. "Tourism and COVID-19: The Show Must Go On," Sustainability, MDPI, vol. 13(22), pages 1-19, November.
    3. Kapoor, Kawaljeet & Ziaee Bigdeli, Ali & Dwivedi, Yogesh K. & Schroeder, Andreas & Beltagui, Ahmad & Baines, Tim, 2021. "A socio-technical view of platform ecosystems: Systematic review and research agenda," Journal of Business Research, Elsevier, vol. 128(C), pages 94-108.
    4. Santiago, Joanna & Borges-Tiago, Maria Teresa & Tiago, Flávio, 2022. "Is firm-generated content a lost cause?," Journal of Business Research, Elsevier, vol. 139(C), pages 945-953.
    5. Liu, Xiao & Li, Ming-Yang, 2024. "Sustainable service product design method: Focus on customer demands and triple bottom line," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
    6. Josef Zelenka & Tracy Azubuike & Martina Pásková, 2021. "Trust Model for Online Reviews of Tourism Services and Evaluation of Destinations," Administrative Sciences, MDPI, vol. 11(2), pages 1-21, March.
    7. Maksim Godovykh & Alan Fyall & Carissa Baker, 2024. "Sustainable Labels in Tourism Practice: The Effects of Sustainable Hotel Badges on Guests’ Attitudes and Behavioral Intentions," Sustainability, MDPI, vol. 16(6), pages 1-12, March.

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