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Vicious advice: Analyzing the impact of TripAdvisor on the quality of restaurants as part of the cultural heritage of Venice

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  • Ganzaroli, Andrea
  • De Noni, Ivan
  • van Baalen, Peter

Abstract

Venice is one of the most popular tourist destinations in the world. In Venice, as in other middle-sized heritage European cities, strong tourism pressure is trapping the city in a vicious circle that is eroding the quality of its tourism attractions. This development is related to the growing numbers of excursionists who lack the time to make informed decisions about the quality of goods. Consequently, suppliers reduce the quality of their offerings and instead focus on market share. Consumer-generated media (CGM) may help resist this development by providing excursionists with aggregated, up-to-date information on the quality of tourism offerings as perceived by customers. In this paper, we investigate the efficiency of TripAdvisor in helping tourists to make informed decisions and in increasing the popularity of restaurants offering a higher expected quality. Our findings suggest that, although TripAdvisor's algorithm is designed to reward quality, it does not adequately meet these goals.

Suggested Citation

  • Ganzaroli, Andrea & De Noni, Ivan & van Baalen, Peter, 2017. "Vicious advice: Analyzing the impact of TripAdvisor on the quality of restaurants as part of the cultural heritage of Venice," Tourism Management, Elsevier, vol. 61(C), pages 501-510.
    • Handle: RePEc:eee:touman:v:61:y:2017:i:c:p:501-510
    DOI: 10.1016/j.tourman.2017.03.019
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    Cited by:

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    2. Volgger, Michael & Taplin, Ross & Pforr, Christof, 2019. "The evolution of ‘Airbnb-tourism’: Demand-side dynamics around international use of peer-to-peer accommodation in Australia," Annals of Tourism Research, Elsevier, vol. 75(C), pages 322-337.
    3. Eglė Baltranaitė & Loreta Kelpšaitė-Rimkienė & Ramūnas Povilanskas & Ilona Šakurova & Vitalijus Kondrat, 2021. "Measuring the Impact of Physical Geographical Factors on the Use of Coastal Zones Based on Bayesian Networks," Sustainability, MDPI, vol. 13(13), pages 1-18, June.
    4. Angelo Antoci & Paolo Russu & Pier Luigi Sacco & Giorgio Tavano Blessi, 2022. "Preying on beauty? The complex social dynamics of overtourism," Journal of Economic Interaction and Coordination, Springer;Society for Economic Science with Heterogeneous Interacting Agents, vol. 17(1), pages 379-400, January.
    5. Codruta Adina Baltescu, 2020. "The Relevance Of Online Reviews For The Development Of Restaurant Industry," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 1, pages 42-47, February.
    6. Barhorst, Jennifer B. & Wilson, Alan & Brooks, Joshua, 2020. "Negative tweets and their impact on likelihood to recommend," Journal of Business Research, Elsevier, vol. 117(C), pages 727-739.
    7. Behera, Rajat Kumar & Bala, Pradip Kumar & Rana, Nripendra P. & Kizgin, Hatice, 2022. "Cognitive computing based ethical principles for improving organisational reputation: A B2B digital marketing perspective," Journal of Business Research, Elsevier, vol. 141(C), pages 685-701.
    8. Min-Pei Lin & Estela Marine-Roig & Nayra Llonch-Molina, 2021. "Gastronomy as a Sign of the Identity and Cultural Heritage of Tourist Destinations: A Bibliometric Analysis 2001–2020," Sustainability, MDPI, vol. 13(22), pages 1-23, November.

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