Does TripAdvisor Makes Hotels Better?

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Title: Does TripAdvisor Makes Hotels Better?
Authors: Cunningham, PádraigSmyth, BarryWu, GuangyuGreene, Derek
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Date: Dec-2010
Online since: 2021-08-09T11:39:39Z
Abstract: It seems reasonable to expect that the emergence of opinion sites such as TripAdvisor should result in significant behavior changes among service providers. They might be expected to improve their service because disgruntled customers have the facility to share their impressions with a wider audience. There are two aspects to this, service providers are motivated to improve their services in order to avoid negative comment that can reach a wide audience and they are informed about what should be changed in order to improve their service. We report on an analysis of reviews relating to the hotel sector in Ireland that demonstrates this “TripAdvisor effect”. We compare these results with an analysis on Las Vegas hotels over a similar time period, where the effect is absent, presumably because sensitivity to reputation on TripAdvisor is already well-established there.
Funding Details: Science Foundation Ireland
Type of material: Technical Report
Publisher: University College Dublin. School of Computer Science and Informatics
Series/Report no.: UCD CSI Technical Reports; ucd-csi-2010-06
Copyright (published version): 2010 the Authors
Keywords: Service qualityHotel serviceElectronic word-of-mouthTripAdvisor
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Language: en
Status of Item: Not peer reviewed
This item is made available under a Creative Commons License:
Appears in Collections:CASL Research Collection
Computer Science and Informatics Technical Reports

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