The influence of internet customer reviews on the online sales and prices in hotel industry

Hulisi Öǧüt*, Bedri Kamil Onur Taş

*المؤلف المقابل لهذا العمل

نتاج البحث: المساهمة في مجلةArticleمراجعة النظراء

284 اقتباسات (Scopus)

ملخص

In this paper, the impact of two service quality metrics (star rating and customer rating) on hotel room sales and prices is investigated. Two of the most popular tourist destinations in the world, Paris and London, are chosen. It is found that a higher customer rating significantly increases the online sales of hotels. The study results show that a 1% increase in online customer rating increases Sales per Room up to 2.68% in Paris and up to 2.62% in London. Contrary to expectations, higher stars do not increase the sales. It is also shown that higher customer ratings result in higher prices of the hotel and the prices of high star hotels are more sensitive to online customer ratings.

اللغة الأصليةEnglish
الصفحات (من إلى)197-214
عدد الصفحات18
دوريةService Industries Journal
مستوى الصوت32
رقم الإصدار2
المعرِّفات الرقمية للأشياء
حالة النشرPublished - فبراير 2012
منشور خارجيًانعم

ASJC Scopus subject areas

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بصمة

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