Abstract
With the rise of Web 2.0 and Social Media, the importance of User Generated Content (UGC) has risen dramatically. With slight variations, depending on the country and target group, hotel reviews play a very significant role within the hotel selection decision process. There are more than 100 online portals worldwide that collect hotel reviews. This case study gives an overview of the relevant Internet platforms with hotel reviews and ratings in hospitality, and explores their business models and significance. Social networking sites like Facebook or Google+ are becoming increasingly important for hotel reviews as well. The boundaries between these services and traditional hotel review portals are becoming increasingly blurred/nebulous. Hence, special attention is drawn to the role of social networking sites in relation to hotel reviews and Online Reputation Management (ORM). Additionally, current trends and upcoming challenges regarding online guest feedback are discussed.
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Notes
- 1.
As of February 2014, own selection.
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Fritsch, A., Sigmund, H. (2016). Review Platforms in Hospitality. In: Egger, R., Gula, I., Walcher, D. (eds) Open Tourism. Tourism on the Verge. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-54089-9_16
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DOI: https://doi.org/10.1007/978-3-642-54089-9_16
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