Are customers’ reviews creating value in the hospitality industry? Exploring the moderating effects of market positioning
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- 作者：Paolo Neirottia ; paolo.neirotti@polito.it" class="auth_mail" title="E-mail the corresponding author ; Elisabetta Raguseob ; elisabetta.raguseo@grenoble-em.com" class="auth_mail" title="E-mail the corresponding author ; Emilio Paoluccic ; emilio.paolucci@polito.it" class="auth_mail" title="E-mail the corresponding author
- 关键词：Social media ; Small and medium hotels ; Online visibility ; Reviews ; Value creation ; Market positioning ; Star-rating ; Local competition ; Localization outside popular destinations
- 刊名：International Journal of Information Management
- 出版年：2016
- 出版时间：December 2016
- 年：2016
- 卷：36
- 期：6
- 页码：1133-1143
- 全文大小：767 K
文摘
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Social Media and user-generated reviews are transforming competition in the hospitality industry.
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On-line ratings of user-generated reviews on TripAdvisor have a positive effect on hotel revenues that is outweighed by a negative effect on gross profit margins.
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Hotels placed outside popular destinations get more advantages from their online visibility on their gross and net profitability than hotels placed in popular destinations.
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Hotels with higher star-rating get more benefits from online visibility on their gross and net profitability.
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Hotels with a lower degree of local competition get more benefits from online visibility on their gross and net profitability.