首页    期刊浏览 2024年12月13日 星期五
登录注册

文章基本信息

  • 标题:An Empirical Investigation of the Longitudinal Effect of Online Consumer Reviews on Hotel Accommodation Performance
  • 本地全文:下载
  • 作者:Timmy H. Tseng ; Shao-Hsun Chang ; Yu-Min Wang
  • 期刊名称:Sustainability
  • 印刷版ISSN:2071-1050
  • 出版年度:2021
  • 卷号:13
  • 期号:1
  • 页码:193
  • DOI:10.3390/su13010193
  • 语种:English
  • 出版社:MDPI, Open Access Journal
  • 摘要:This study empirically investigates the effects of online consumer reviews on hotel accommodation performance in an e-commerce context. Online consumer reviews include two types: online consumer satisfaction and electronic word-of-mouth (<i>eWOM</i>). <i>eWOM</i> was also regarded as the proxy of consumer loyalty. Hotel-level online consumer reviews from three well-known online travel agencies (i.e., Agoda.com, Expedia.com, and Trip.com) and financial data from 88 hotels were combined and analyzed using the Hayes’ PROCESS Macro. Based on the service-profit chain (SPC) framework, the two forms of online consumer reviews, satisfaction, and <i>eWOM</i>, were hypothesized to have positive effects on performance. The hypothetic effects were assessed in terms of the concurrent model and three lagged models. The results indicate that satisfaction has a positive effect on <i>eWOM</i>. However, to our great surprise, the two forms of online consumer reviews did not directly affect hotel accommodation performance across the concurrent model and the three lagged models. Additionally, online consumer satisfaction did not influence hotel accommodation performance via <i>eWOM</i>. The results have several important theoretical and practical implications for online consumer relationship management in the hospitality and tourism industry. The results of this study can further clarify the relationships among online consumer satisfaction and <i>eWOM</i> (customer loyalty), and performance.
国家哲学社会科学文献中心版权所有