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dc.contributor.authorSparks, Beverleyen_US
dc.contributor.authorBrowning, Victoriaen_US
dc.date.accessioned2017-05-03T12:03:58Z
dc.date.available2017-05-03T12:03:58Z
dc.date.issued2011en_US
dc.date.modified2012-06-12T22:32:06Z
dc.identifier.issn02615177en_US
dc.identifier.doi10.1016/j.tourman.2010.12.011en_US
dc.identifier.urihttp://hdl.handle.net/10072/42587
dc.description.abstractA growing reliance on the Internet as an information source when making choices about tourism products raises the need for more research into electronic word of mouth. Within a hotel context, this study explores the role of four key factors that influence perceptions of trust and consumer choice. An experimental design is used to investigate four independent variables: the target of the review (core or interpersonal); overall valence of a set of reviews (positive or negative); framing of reviews (what comes first: negative or positive information); and whether or not a consumer generated numerical rating is provided together with the written text. Consumers seem to be more influenced by early negative information, especially when the overall set of reviews is negative. However, positively framed information together with numerical rating details increases both booking intentions and consumer trust. The results suggest that consumers tend to rely on easy-to-process information, when evaluating a hotel based upon reviews. Higher levels of trust are also evident when a positively framed set of reviews focused on interpersonal service.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_US
dc.format.extent701048 bytes
dc.format.mimetypeapplication/pdf
dc.languageEnglishen_US
dc.language.isoen_US
dc.publisherElsevieren_US
dc.publisher.placeUnited Kingdomen_US
dc.relation.ispartofstudentpublicationNen_US
dc.relation.ispartofpagefrom1310en_US
dc.relation.ispartofpageto1323en_US
dc.relation.ispartofissue6en_US
dc.relation.ispartofjournalTourism Managementen_US
dc.relation.ispartofvolume32en_US
dc.rights.retentionYen_US
dc.subject.fieldofresearchTourism Marketingen_US
dc.subject.fieldofresearchcode150604en_US
dc.titleThe impact of online reviews on hotel booking intentions and perception of trusten_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.facultyGriffith Business School, Department of Tourism, Sport and Hotel Managementen_US
gro.rights.copyrightCopyright 2011 Elsevier. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.en_US
gro.date.issued2011
gro.hasfulltextFull Text


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