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Online Review Contents and Their Impact on Three and Four-Star Hotel Reservations: Some Evidence in Italy

In: Information and Communication Technologies in Tourism 2014

Author

Listed:
  • Selena Aureli

    (The University of Bologna)

  • Renato Medei

    (The University of Bologna)

  • Enrico Supino

    (The University of Bologna)

  • Claudio Travaglini

    (The University of Bologna)

Abstract

Scholars and practitioners in the tourism sector seem to agree that web reputation affects hotel operational performance. This study addresses this issue by analysing the online review contents of 40 (20 four-star and 20 three-star) hotels in the Province of Rimini (Italy). In particular, it questions if and to what extent the positive/negative sense of TripAdvisor reviews influences the online reservations of the hotels considered. The content analysis performed on hotels suggests that traditional core services (like room and interaction with staff) represent key factors in determining customer appreciations and criticism. Panel data analysis, of the same hotels, seems to suggest the presence, to some extent, of a linear relationship between operational hotel performance and online reputation.

Suggested Citation

  • Selena Aureli & Renato Medei & Enrico Supino & Claudio Travaglini, 2013. "Online Review Contents and Their Impact on Three and Four-Star Hotel Reservations: Some Evidence in Italy," Springer Books, in: Zheng Xiang & Iis Tussyadiah (ed.), Information and Communication Technologies in Tourism 2014, edition 127, pages 381-393, Springer.
    • Handle: RePEc:spr:sprchp:978-3-319-03973-2_28
    DOI: 10.1007/978-3-319-03973-2_28
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    Cited by:

    1. Selena Aureli & Enrico Supino, 2015. "Web reputation and performance measurement systems in the hotel industry: An exploratory study in Italy," MANAGEMENT CONTROL, FrancoAngeli Editore, vol. 2015(2), pages 41-64.

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