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Segmenting customers according to online word-of-mouth about hotels

Author

Listed:
  • Beatriz Moliner-Velázquez

    (Universitat de València)

  • Maria Fuentes-Blasco

    (Pablo de Olavide University)

  • Irene Gil-Saura

    (Universitat de València)

Abstract

There is a renewed interest in the study of online word-of-mouth behavior due to the increasing use of the Internet and the development of social networks. This paper focuses on the receiver perspective to analyze the unequal influence of the antecedents of online consumer searches. The main purpose is to detect the heterogeneity of the effect of different motivations (convenience, risks reduction and social reassurance) and the volume of comments on the willingness to check online reviews. Based on 393 guests of hotels, a mixture regression model indicates the existence of three internally consistent segments, which reveal the varying influence on consumer intentions to look at online comments.

Suggested Citation

  • Beatriz Moliner-Velázquez & Maria Fuentes-Blasco & Irene Gil-Saura, 2021. "Segmenting customers according to online word-of-mouth about hotels," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 103-130, March.
    • Handle: RePEc:spr:svcbiz:v:15:y:2021:i:1:d:10.1007_s11628-020-00435-4
    DOI: 10.1007/s11628-020-00435-4
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    References listed on IDEAS

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    Cited by:

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    5. Marinko Skare & Domingo Riberio Soriano, 2022. "Explaining COVID-19 shock wave mechanism in the European service industry using convergence clubs analysis," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 283-307, June.

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