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