USER – GENERATED REVIEWS AND OFFICIAL STAR RATINGS: CAN THE TWO WORK TOGETHER IN HOTEL EVALUATION SYSTEMS?

Economic Review

Femi Odebiyi¹  Vitaliya Gontar² 

[1] Department of Business Administration, LCC International University, Lithuania;St. Petersburg University, Graduate School of Management (GSOM), Russia;

关键词: e-wom;    guest feedback;    online review;    star rating;   

DOI  :  

来源: DOAJ

【 摘 要 】

Thepurposeofthisstudyistounderstandthe emerging influence of e-WOM (electronic word-of-mouth)asacontemporaryfeedbacksystem, itsroleforhotels,andimportanceforguests. Furthermore,thestudyidentifiesthenatureof user-generated feedback in terms of determining hotel ratings, and establishing whethersimilaritiesbetweenofficialhotel ratings and guests’ feedback evaluations exist. The qualitative study is based on the analysis of 240 feedbacks, taken from the TripAdvisor.com, for 20 hotels of 3 and 4 star ratings in Klaipeda (Lithuania)andKaliningrad(Russia),and interviews of eight hoteliers. The most importantreviewcategoriesforguestswere found to be that of amenities, service, and location.Thefindingsrevealthattheonline reviewsystemisstillnotstructuredenoughto become the main evaluation system of a hotel.

【 授权许可】

Unknown