Journal
TOURISM MANAGEMENT
Volume 53, Issue -, Pages 125-131Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.tourman.2015.09.020
Keywords
User-generated ratings; E-tourism; Web 2.0; Travellers' profiles; Geographical regions; Independent hotels; Chain hotels
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This paper sheds light on ways travellers' rating patterns in the hotel review website TripAdvisor differ between independent and chain hotels. To delve deeper, travellers were classified according to their profiles, namely, business, couple, family, friend and solo. Besides, hotels straddled across four geographical regions, namely, America, Asia Pacific, Europe as well as Middle East and Africa. A 5 (profiles) x 4 (regions) two-way factorial analysis of variance was conducted separately for independent and chain hotels. A qualitative analysis was further conducted to tease out the findings from the quantitative analyses. Travellers' rating patterns were found to differ substantially between independent and chain hotels across both profiles as well as regions. The paper concludes by highlighting its implications, limitations and potential directions for future research. (C) 2015 Elsevier Ltd. All rights reserved.
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