When online reviews meet ACSI: how ACSI moderates the effects of online reviews on hotel revenue. Issue 3 (23rd March 2020)

• Record Type: Journal Article
• Authors: Gao, Baojun; Ding, Xiaojie; Chen, Wenbo; Jiang, Xiangmei; Wu, Jianzu
• Is Part Of: Journal of travel & tourism marketing. Volume 37:Issue 3(2020)
• Page Start: 396
• Page End: 408
• Publication Date: 2020-03-23
• Subjects: Online reviews -- social media -- American Customer Satisfaction Index (ACSI) -- hotel revenue -- volume-valence metric -- tripadvisor -- product heterogeneity -- reputation management -- information search -- hotel industry; Tourism -- Periodicals; 338.47910688
• DOI: 10.1080/10548408.2020.1767261
• Languages: English
• ISSNs: 1054-8408

Abstract

ABSTRACT: This study investigates the heterogeneous effects of online reviews on hotel revenue when online reviews and American Customer Satisfaction Index (ACSI) coexist. Using a sample of reviews for 303 Houston hotels, the research finds that online reviews are influential for the revenue of non-ACSI hotels. Our results also demonstrate a substituting role of the positive hotel reviews for hotel brand reputation. The study further highlights implications for online reviews and reputation management.