IDEAS home Printed from https://ideas.repec.org/a/eee/touman/v32y2011i6p1310-1323.html
   My bibliography  Save this article

The impact of online reviews on hotel booking intentions and perception of trust

Author

Listed:
  • Sparks, Beverley A.
  • Browning, Victoria

Abstract

A 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.

Suggested Citation

  • Sparks, Beverley A. & Browning, Victoria, 2011. "The impact of online reviews on hotel booking intentions and perception of trust," Tourism Management, Elsevier, vol. 32(6), pages 1310-1323.
    • Handle: RePEc:eee:touman:v:32:y:2011:i:6:p:1310-1323
    DOI: 10.1016/j.tourman.2010.12.011
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0261517711000033
    Download Restriction: no
    File URL: https://libkey.io/10.1016/j.tourman.2010.12.011?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Xiang, Zheng & Gretzel, Ulrike, 2010. "Role of social media in online travel information search," Tourism Management, Elsevier, vol. 31(2), pages 179-188.
    2. Johnson, Devon & Grayson, Kent, 2005. "Cognitive and affective trust in service relationships," Journal of Business Research, Elsevier, vol. 58(4), pages 500-507, April.
    3. Wu, Jyh-Jeng & Chen, Ying-Hueih & Chung, Yu-Shuo, 2010. "Trust factors influencing virtual community members: A study of transaction communities," Journal of Business Research, Elsevier, vol. 63(9-10), pages 1025-1032, September.
    4. Levin, Irwin P & Gaeth, Gary J, 1988. "How Consumers Are Affected by the Framing of Attribute Information before and after Consuming the Product," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 15(3), pages 374-378, December.
    5. Papathanassis, Alexis & Knolle, Friederike, 2011. "Exploring the adoption and processing of online holiday reviews: A grounded theory approach," Tourism Management, Elsevier, vol. 32(2), pages 215-224.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sharma, Mahak & Antony, Rose & Sehrawat, Rajat & Cruz, Angel Contreras & Daim, Tugrul U., 2022. "Exploring post-adoption behaviors of e-service users: Evidence from the hospitality sector /online travel services," Technology in Society, Elsevier, vol. 68(C).
    2. Filieri, Raffaele & Lin, Zhibin & Pino, Giovanni & Alguezaui, Salma & Inversini, Alessandro, 2021. "The role of visual cues in eWOM on consumers’ behavioral intention and decisions," Journal of Business Research, Elsevier, vol. 135(C), pages 663-675.
    3. Sparks, Beverley A. & Perkins, Helen E. & Buckley, Ralf, 2013. "Online travel reviews as persuasive communication: The effects of content type, source, and certification logos on consumer behavior," Tourism Management, Elsevier, vol. 39(C), pages 1-9.
    4. Sunyoung Hlee & Hanna Lee & Chulmo Koo, 2018. "Hospitality and Tourism Online Review Research: A Systematic Analysis and Heuristic-Systematic Model," Sustainability, MDPI, vol. 10(4), pages 1-27, April.
    5. Lidija Lalicic & Assumpció Huertas & Antonio Moreno & Mohammed Jabreel, 2019. "Which emotional brand values do my followers want to hear about? An investigation of popular European tourist destinations," Information Technology & Tourism, Springer, vol. 21(1), pages 63-81, March.
    6. Ho, Chaang-Iuan & Lin, Meng-Hui & Chen, Hui-Mei, 2012. "Web users’ behavioural patterns of tourism information search: From online to offline," Tourism Management, Elsevier, vol. 33(6), pages 1468-1482.
    7. Babajide Abubakr Muritala & Maria-Victoria Sánchez-Rebull & Ana-Beatriz Hernández-Lara, 2020. "A Bibliometric Analysis of Online Reviews Research in Tourism and Hospitality," Sustainability, MDPI, vol. 12(23), pages 1-18, November.
    8. Chatzigeorgiou, Chryssoula, 2017. "Modelling the impact of social media influencers on behavioural intentions of millennials: The case of tourism in rural areas in Greece," MPRA Paper 87916, University Library of Munich, Germany.
    9. Dah-Kwei Liou & Wen-Hai Chih & Li-Chun Hsu & Chia-Yi Huang, 2016. "Investigating information sharing behavior: the mediating roles of the desire to share information in virtual communities," Information Systems and e-Business Management, Springer, vol. 14(2), pages 187-216, May.
    10. Ngoc Anh Bui & Kiattipoom Kiatkawsin, 2020. "Examining Vietnamese Hard-Adventure Tourists’ Visit Intention Using an Extended Model of Goal-Directed Behavior," Sustainability, MDPI, vol. 12(5), pages 1-18, February.
    11. Sakshi, & Tandon, Urvashi & Ertz, Myriam & Bansal, Harbhajan, 2020. "Social vacation: Proposition of a model to understand tourists’ usage of social media for travel planning," Technology in Society, Elsevier, vol. 63(C).
    12. Llodrà-Riera, Isabel & Martínez-Ruiz, María Pilar & Jiménez-Zarco, Ana Isabel & Izquierdo-Yusta, Alicia, 2015. "A multidimensional analysis of the information sources construct and its relevance for destination image formation," Tourism Management, Elsevier, vol. 48(C), pages 319-328.
    13. Ana B. Casado-Díaz & Leonor M. Pérez-Naranjo & Ricardo Sellers-Rubio, 2017. "Aggregate consumer ratings and booking intention: the role of brand image," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 543-562, September.
    14. Baka, Vasiliki, 2016. "The becoming of user-generated reviews: Looking at the past to understand the future of managing reputation in the travel sector," Tourism Management, Elsevier, vol. 53(C), pages 148-162.
    15. Jose Ramon Saura & Ana Reyes-Menendez & Cesar Alvarez-Alonso, 2018. "Do Online Comments Affect Environmental Management? Identifying Factors Related to Environmental Management and Sustainability of Hotels," Sustainability, MDPI, vol. 10(9), pages 1-20, August.
    16. Bogdan AVRAM, 2014. "A Comparative Facebook Content Analysis between Romanian and Western European Airline Carriers," Expert Journal of Marketing, Sprint Investify, vol. 2(1), pages 28-36.
    17. Syed Sardar Muhammad & Bidit Lal Dey & Vishanth Weerakkody, 2018. "Analysis of Factors that Influence Customers’ Willingness to Leave Big Data Digital Footprints on Social Media: A Systematic Review of Literature," Information Systems Frontiers, Springer, vol. 20(3), pages 559-576, June.
    18. Jean-Luc Pradel Mathurin Augustin & Shu-Yi Liaw, 2018. "Technology and Government Effort, A Two-headed Animal within the Competitiveness Index of the Travel and Tourism Industry," International Business Research, Canadian Center of Science and Education, vol. 11(9), pages 144-159, September.
    19. Yi-Fen Chen & Shi-Han Chang, 2016. "The online framing effect: the moderating role of warning, brand familiarity, and product type," Electronic Commerce Research, Springer, vol. 16(3), pages 355-374, September.
    20. Oun-Joung Park & Jong-hyun Ryu, 2019. "Cognitive fit effects of online reviews on tourists’ information search," Information Technology & Tourism, Springer, vol. 21(3), pages 313-335, September.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:touman:v:32:y:2011:i:6:p:1310-1323. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/tourism-management .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.