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

  • Selena Aureli
  • Renato Medei
  • Enrico Supino
  • Claudio Travaglini
Conference paper

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.

Keywords

Digital reputation Web reviews Hotel performance Content analysis 

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Copyright information

© Springer International Publishing Switzerland 2013

Authors and Affiliations

  • Selena Aureli
    • 1
  • Renato Medei
    • 1
  • Enrico Supino
    • 1
  • Claudio Travaglini
    • 1
  1. 1.Department of ManagementThe University of BolognaBolognaItaly

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