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dc.contributor.authorSparks, Beverley A
dc.contributor.authorBrowning, Victoria
dc.date.accessioned2017-05-03T12:03:58Z
dc.date.available2017-05-03T12:03:58Z
dc.date.issued2011
dc.date.modified2012-06-12T22:32:06Z
dc.identifier.issn0261-5177
dc.identifier.doi10.1016/j.tourman.2010.12.011
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.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.format.extent701048 bytes
dc.format.mimetypeapplication/pdf
dc.languageEnglish
dc.language.isoen_US
dc.publisherElsevier
dc.publisher.placeUnited Kingdom
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom1310
dc.relation.ispartofpageto1323
dc.relation.ispartofissue6
dc.relation.ispartofjournalTourism Management
dc.relation.ispartofvolume32
dc.rights.retentionY
dc.subject.fieldofresearchTourism Marketing
dc.subject.fieldofresearchCommercial Services
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode150604
dc.subject.fieldofresearchcode1504
dc.subject.fieldofresearchcode1505
dc.subject.fieldofresearchcode1506
dc.titleThe impact of online reviews on hotel booking intentions and perception of trust
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.facultyGriffith Business School, Department of Tourism, Sport and Hotel Management
gro.rights.copyright© 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.
gro.date.issued2011
gro.hasfulltextFull Text
gro.griffith.authorSparks, Beverley A.


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