Inconsistent behavior in online consumer reviews: The effects of hotel attribute ratings on location

Juan Pedro Mellinas; Juan L. Nicolau; Sangwon Park

doi:10.1016/j.tourman.2018.10.034

Inconsistent behavior in online consumer reviews: The effects of hotel attribute ratings on location

Juan Pedro Mellinas, Juan L. Nicolau, Sangwon Park

Research output: Journal article publication › Journal article › Academic research › peer-review

45 Citations (Scopus)

Abstract

The purpose of this article is to analyze the effects of hotel attribute ratings on location. This analysis is highly pertinent given the prevailing use of reviews and their potential interdependence. Within the framework of prospect theory, the results show that: i) the assessment of location is influenced by the evaluation of other hotel attributes; ii) this influence is asymmetric, in line with the loss aversion phenomenon (the consumer punishes the hotel more harshly for dissatisfaction than praises it lavishly for satisfaction); and iii) the effect of a change in the evaluations of other hotel attributes on the assessment of location presents a pattern that reverses the diminishing sensitivity property. Relevant research and managerial implications are outlined.

Original language	English
Pages (from-to)	421-427
Number of pages	7
Journal	Tourism Management
Volume	71
DOIs	https://doi.org/10.1016/j.tourman.2018.10.034
Publication status	Published - Apr 2019

Keywords

Diminishing sensitivity
Location
Loss aversion
Prospect theory
Ratings
Reviews

ASJC Scopus subject areas

Development
Transportation
Tourism, Leisure and Hospitality Management
Strategy and Management

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10.1016/j.tourman.2018.10.034

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abstract = "The purpose of this article is to analyze the effects of hotel attribute ratings on location. This analysis is highly pertinent given the prevailing use of reviews and their potential interdependence. Within the framework of prospect theory, the results show that: i) the assessment of location is influenced by the evaluation of other hotel attributes; ii) this influence is asymmetric, in line with the loss aversion phenomenon (the consumer punishes the hotel more harshly for dissatisfaction than praises it lavishly for satisfaction); and iii) the effect of a change in the evaluations of other hotel attributes on the assessment of location presents a pattern that reverses the diminishing sensitivity property. Relevant research and managerial implications are outlined.",

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AB - The purpose of this article is to analyze the effects of hotel attribute ratings on location. This analysis is highly pertinent given the prevailing use of reviews and their potential interdependence. Within the framework of prospect theory, the results show that: i) the assessment of location is influenced by the evaluation of other hotel attributes; ii) this influence is asymmetric, in line with the loss aversion phenomenon (the consumer punishes the hotel more harshly for dissatisfaction than praises it lavishly for satisfaction); and iii) the effect of a change in the evaluations of other hotel attributes on the assessment of location presents a pattern that reverses the diminishing sensitivity property. Relevant research and managerial implications are outlined.

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Inconsistent behavior in online consumer reviews: The effects of hotel attribute ratings on location

Abstract

Keywords

ASJC Scopus subject areas

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