United Nations World Tourism Organization Study on Online Guest Reviews and Hotel Classification Systems: An Integrated Approach

Other Titles
Abstract
The proliferation of online travel-related content is changing how consumers book and research travel. Before making an online hotel reservation, consumers visit on average almost 14 different travel-related sites, with about 3 visits per site, and carry out 9 travel-related searches on search engines. Official hotel classifications are often used by consumers as a filter mechanism in the hotel research and booking process, with guest reviews being used to make a final selection among a smaller group of hotels. As online reviews continue to grow in popularity, questions arise as to whether traditional hotel classifications systems are becoming less relevant. Traditionally, classification systems have been about amenities, whereas guest reviews are about meeting expectations; thus, guest reviews may be able to provide a quality check on the amenities that are required as part of the classification system. We outline an integrated approach for the inclusion of online reviews into hotel classification whereby guest reviews add a quality dimension to hotel classifications, thereby refining the classification.
Journal / Series
Volume & Issue
Description
Sponsorship
Date Issued
2015-10-27
Publisher
Keywords
online reputation; product classification; hotels
Location
Effective Date
Expiration Date
Sector
Employer
Union
Union Local
NAICS
Number of Workers
Committee Chair
Committee Co-Chair
Committee Member
Degree Discipline
Degree Name
Degree Level
Related Version
Related To
Related Part
Based on Related Item
Has Other Format(s)
Part of Related Item
Related To
Related Publication(s)
Link(s) to Related Publication(s)
References
Link(s) to Reference(s)
Previously Published As
Government Document
ISBN
ISMN
ISSN
Other Identifiers
Rights
Required Publisher Statement: © INFORMS. Final version published as: United Nations World Tourism Organization (UNWTO), Blomberg-Nygard, A. & Anderson, C. K. (2016). United Nations World Tourism Organization study on online guest reviews and hotel classification systems: An integrated approach. Service Science 8(2), 139-151. doi: 10.1287/serv.2016.0139 Reprinted with permission. All rights reserved.
Rights URI
Types
article
Accessibility Feature
Accessibility Hazard
Accessibility Summary
Link(s) to Catalog Record