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  • The Influence of Online Reviews on Consumers' Attributions of Service Quality and Control for Service Standards in Hotels

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    Author(s)
    Browning, Victoria
    So, Kevin
    Sparks, Beverley
    Griffith University Author(s)
    Sparks, Beverley A.
    Year published
    2013
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    Abstract
    Online travel reviews are emerging as a powerful source of information affecting tourists' pre-purchase evaluation of a hotel organization. This trend has highlighted the need for a greater understanding of the impact of online reviews on consumer attitudes and behaviors. In view of this need, we investigate the influence of online hotel reviews on consumers' attributions of service quality and firms' ability to control service delivery. An experimental design was used to examine the effects of four independent variables: framing; valence; ratings; and target. The results suggest that in reviews evaluating a hotel, remarks ...
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    Online travel reviews are emerging as a powerful source of information affecting tourists' pre-purchase evaluation of a hotel organization. This trend has highlighted the need for a greater understanding of the impact of online reviews on consumer attitudes and behaviors. In view of this need, we investigate the influence of online hotel reviews on consumers' attributions of service quality and firms' ability to control service delivery. An experimental design was used to examine the effects of four independent variables: framing; valence; ratings; and target. The results suggest that in reviews evaluating a hotel, remarks related to core services are more likely to induce positive service quality attributions. Recent reviews affect customers' attributions of controllability for service deliv- ery, with negative reviews exerting an unfavorable influence on consumers' perceptions. The findings highlight the importance of managing the core service and the need for managers to act promptly in addressing customer service problems.
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    Journal Title
    Journal of Travel & Tourism Marketing
    Volume
    30
    Issue
    1-2
    DOI
    https://doi.org/10.1080/10548408.2013.750971
    Copyright Statement
    © 2013 Taylor & Francis. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal website for access to the definitive, published version.
    Subject
    Commercial services
    Marketing
    Tourism
    Tourism marketing
    Publication URI
    http://hdl.handle.net/10072/52550
    Collection
    • Journal articles

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