Leveraging Online Reviews in the Hotel Industry

Research output: Chapters, Conference Papers, Creative and Literary Works › RGC 12 - Chapter in an edited book (Author)

10 Scopus Citations
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Author(s)

  • Selina Wan
  • Rob Law

Related Research Unit(s)

Detail(s)

Original languageEnglish
Title of host publicationAnalytics in Smart Tourism Design
Subtitle of host publicationConcepts and Methods
EditorsZheng Xiang, Daniel R. Fesenmaier
Place of PublicationSwitzerland
PublisherSpringer International Publishing
Pages235-252
ISBN (electronic)978-3-319-44263-1
ISBN (print)978-3-319-44262-4
Publication statusPublished - 2017

Publication series

NameTourism on the Verge
PublisherSpringer
ISSN (Print)2366-2611
ISSN (electronic)2366-262X

Link(s)

DOI

DOI
Check@CityULib
Link to Scopus https://www.scopus.com/record/display.uri?eid=2-s2.0-85019309585&origin=recordpage
Permanent Link https://scholars.cityu.edu.hk/en/publications/publication(b371c303-209e-4d5c-a8ab-97f75c7c34e8).html

Abstract

The increasing popularity of online reviews has changed not only the process through which consumers solicit hotel information, but also the practices by which hoteliers manage their online reputation. As a component of “big data,” online reviews provide valuable information for hoteliers to facilitate the identification of customer intelligence and the emerging patterns in hotel preferences. An analysis of academic studies and the current practices of hoteliers is performed to collate and clarify the issues related to online reviews, as well as their influence on hotel performance. The successful and poor responses of hotel management to online reviews are presented to illustrate the best practices in enhancing hotel guest experiences and reputation management.

Research Area(s)

  • Hotel, Online reviews, Customer intelligence, Reputation management

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Publication fingerprints text

100
Best Practice Computer Science
100
Reputation Manageme... Computer Science
100
Big Data Computer Science
100
Online Reputation Computer Science
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Citation Format(s)

[ RIS ] [ BibTeX ]
Leveraging Online Reviews in the Hotel Industry. / Wan, Selina; Law, Rob.
Analytics in Smart Tourism Design: Concepts and Methods. ed. / Zheng Xiang; Daniel R. Fesenmaier. Switzerland: Springer International Publishing, 2017. p. 235-252 (Tourism on the Verge).

Research output: Chapters, Conference Papers, Creative and Literary Works › RGC 12 - Chapter in an edited book (Author)