Hotel Performance Impact of Socially Engaging with Consumers

dc.contributor.authorAnderson, Chris K.
dc.contributor.authorHan, Saram
dc.description.abstractUser reviews have become a critical aspect of the travel research process, as evidenced, for instance, by TripAdvisor having over 350 million unique monthly visitors.1 One benefit of these posted reviews is that hotels can address issues raised by consumers in an effort to improve consumer satisfaction along with review scores. Given the importance of consumer reviews, one goal for hotels is to find ways to improve their social media performance (with a goal of boosting financial outcomes). In this report we examine the effects of reviews posted on TripAdvisor to look at non-operational and relatively inexpensive ways in which hoteliers can improve their performance, both on the review sites themselves and in terms of actual hotel revenue and sales performance.
dc.description.legacydownloadsAnderson_2016_Hotel_performance_impact.pdf: 9043 downloads, before Aug. 1, 2020.
dc.rightsRequired Publisher Statement: © Cornell University. This report may not be reproduced or distributed without the express permission of the publisher.
dc.subjectonline travel agents
dc.subjectconsumer reviews
dc.subjectguest ratings
dc.subjecthotel revenue
dc.titleHotel Performance Impact of Socially Engaging with Consumers
local.authorAffiliationAnderson, Chris K.: Cornell University School of Hotel Administration
local.authorAffiliationHan, Saram: Cornell University School of Hotel Administration


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