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

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  1. Tan, Huimin & Lv, Xingyang & Liu, Xiaoyan & Gursoy, Dogan, 2018. "Evaluation nudge: Effect of evaluation mode of online customer reviews on consumers’ preferences," Tourism Management, Elsevier, vol. 65(C), pages 29-40.
  2. Xiaobin Zhang & Jun Yu & Hak-Seon Kim, 2024. "Exploring Customers Experience and Satisfaction with Theme Hotels: A Cross-Cultural Analysis of Hotel Reviews," SAGE Open, , vol. 14(2), pages 21582440241, May.
  3. Nguyen The Hien & Yen-Lun Su & Raksmey Sann & Le Thi Phuong Thanh, 2022. "Analysis of Online Customer Complaint Behavior in Vietnam’s Hotel Industry," Sustainability, MDPI, vol. 14(7), pages 1-15, March.
  4. Liu, Zhiwei & Park, Sangwon, 2015. "What makes a useful online review? Implication for travel product websites," Tourism Management, Elsevier, vol. 47(C), pages 140-151.
  5. Ioana-Nicoleta Abrudan & Ciprian-Marcel Pop & Paul-Sorin Lazăr, 2020. "Using a General Ordered Logit Model to Explain the Influence of Hotel Facilities, General and Sustainability-Related, on Customer Ratings," Sustainability, MDPI, vol. 12(21), pages 1-22, November.
  6. Sparks, Beverley A. & So, Kevin Kam Fung & Bradley, Graham L., 2016. "Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern," Tourism Management, Elsevier, vol. 53(C), pages 74-85.
  7. Liu, Ruoran & Hao, Jin-Xing & Yu, Yan & Shan, Wei, 2025. "Helpful or harmful? A curvilinear perspective on AI agent anthropomorphism in service failure tolerance," Journal of Retailing and Consumer Services, Elsevier, vol. 85(C).
  8. Dilşad Erdoğan & Mehmet Kayakuş & Pinar Çelik Çaylak & Nisa Ekşili & Georgiana Moiceanu & Onder Kabas & Mirona Ana Maria Ichimov, 2025. "Developing a Deep Learning-Based Sentiment Analysis System of Hotel Customer Reviews for Sustainable Tourism," Sustainability, MDPI, vol. 17(13), pages 1-30, June.
  9. Guo, Yue & Barnes, Stuart J. & Jia, Qiong, 2017. "Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation," Tourism Management, Elsevier, vol. 59(C), pages 467-483.
  10. Baifeng Sun & Leon Yongdan Liu & Wilco Waihung Chan & Carol Xiaoyue Zhang & Xingqi Chen, 2021. "Signals of Hotel Effort on Enhancing IAQ and Booking Intention: Effect of Customer’s Body Mass Index Associated with Sustainable Marketing in Tourism," Sustainability, MDPI, vol. 13(3), pages 1-20, January.
  11. A Fronzetti Colladon & B Guardabascio & R Innarella, 2021. "Using social network and semantic analysis to analyze online travel forums and forecast tourism demand," Papers 2105.07727, arXiv.org.
  12. 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.
  13. Bronner, Fred & de Hoog, Robert, 2016. "Travel websites: Changing visits, evaluations and posts," Annals of Tourism Research, Elsevier, vol. 57(C), pages 94-112.
  14. Sanchita Aggarwal & Anu Gupta Aggarwal & Abhishek Tandon, 2024. "Understanding online hotel popularity through empirical approach," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 15(5), pages 1923-1933, May.
  15. Plotkina, Daria & Munzel, Andreas, 2016. "Delight the experts, but never dissatisfy your customers! A multi-category study on the effects of online review source on intention to buy a new product," Journal of Retailing and Consumer Services, Elsevier, vol. 29(C), pages 1-11.
  16. Ching-Hsue Cheng & Ming-Chi Tsai & Yuan-Shao Chang, 2023. "The relationship between hotel star rating and website information quality based on visual presentation," PLOS ONE, Public Library of Science, vol. 18(11), pages 1-23, November.
  17. Georgina Lukanova, 2022. "Modern Transformations in Hotel Service," Izvestia Journal of the Union of Scientists - Varna. Economic Sciences Series, Union of Scientists - Varna, Economic Sciences Section, vol. 11(1), pages 157-166, April.
  18. Alaa Shoukry & Fares Aldeek, 2020. "Attributes prediction from IoT consumer reviews in the hotel sectors using conventional neural network: deep learning techniques," Electronic Commerce Research, Springer, vol. 20(2), pages 223-240, June.
  19. Amal Ponathil & Aasish Bhanu & Kalyan Piratla & Vivek Sharma & Kapil Chalil Madathil, 2024. "Investigation of the factors influencing the online consumer’s choice of a service provider for home improvement," Electronic Commerce Research, Springer, vol. 24(4), pages 2519-2546, December.
  20. Seo Yeon Kim & Jong Uk Kim & Sang Cheol Park, 2017. "The Effects of Perceived Value, Website Trust and Hotel Trust on Online Hotel Booking Intention," Sustainability, MDPI, vol. 9(12), pages 1-14, December.
  21. Anuja Shukla & Anubhav Mishra, 2023. "Effects of Visual Information and Argument Concreteness on Purchase Intention of Consumers Towards Online Hotel Booking," Vision, , vol. 27(5), pages 639-649, November.
  22. Caicedo-Barreth Alba & Pavón Enrique Santos & Santos Luís Lima, 2024. "Bibliometric Analysis of the Scientific Production in Cultural Tourism from 2010 to 2019 in Europe," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 14(1), pages 82-98.
  23. Harrison-Walker, L. Jean & Jiang, Ying, 2023. "Suspicion of online product reviews as fake: Cues and consequences," Journal of Business Research, Elsevier, vol. 160(C).
  24. Filieri, Raffaele, 2016. "What makes an online consumer review trustworthy?," Annals of Tourism Research, Elsevier, vol. 58(C), pages 46-64.
  25. Suman Lata & Anil Kumar, 2021. "What Determines Tourist Adoption of Hotel Websites for Online Hotel Bookings?: An Empirical Analysis by Taking E-Trust as a Mediator," International Journal of Asian Business and Information Management (IJABIM), IGI Global Scientific Publishing, vol. 12(3), pages 1-17, July.
  26. Zuo, Wenming & Bai, Weijing & Zhu, Wenfeng & He, Xinming & Qiu, Xinxin, 2022. "Changes in service quality of sharing accommodation: Evidence from airbnb," Technology in Society, Elsevier, vol. 71(C).
  27. Kim, Molan & Lee, Seung Min & Choi, Sanghak & Kim, Sang Yong, 2021. "Impact of visual information on online consumer review behavior: Evidence from a hotel booking website," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  28. Khalil, Mary & Septianto, Felix & Lang, Bodo & Northey, Gavin, 2021. "The interactive effect of numerical precision and message framing in increasing consumer awareness of food waste issues," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  29. Woo Gon Kim & Jun (Justin) Li & Jin Soo Han & Yunkyong Kim, 2017. "The influence of recent hotel amenities and green practices on guests’ price premium and revisit intention," Tourism Economics, , vol. 23(3), pages 577-593, May.
  30. Josef Zelenka & Tracy Azubuike & Martina Pásková, 2021. "Trust Model for Online Reviews of Tourism Services and Evaluation of Destinations," Administrative Sciences, MDPI, vol. 11(2), pages 1-21, March.
  31. Daniel Palacios-Marqués & Salvador Roig-Dobón & Irene Comeig, 2017. "Background factors to innovation performance: results of an empirical study using fsQCA methodology," Quality & Quantity: International Journal of Methodology, Springer, vol. 51(5), pages 1939-1953, September.
  32. Amaro, Suzanne & Duarte, Paulo & Henriques, Carla, 2016. "Travelers’ use of social media: A clustering approach," Annals of Tourism Research, Elsevier, vol. 59(C), pages 1-15.
  33. Colmekcioglu, Nazan & Marvi, Reza & Foroudi, Pantea & Okumus, Fevzi, 2022. "Generation, susceptibility, and response regarding negativity: An in-depth analysis on negative online reviews," Journal of Business Research, Elsevier, vol. 153(C), pages 235-250.
  34. Bigné, Enrique & Ruiz-Mafé, Carla & Badenes-Rocha, Alberto, 2023. "The influence of negative emotions on brand trust and intention to share cause-related posts: A neuroscientific study," Journal of Business Research, Elsevier, vol. 157(C).
  35. Ruiz-Mafe, Carla & Chatzipanagiotou, Kalliopi & Curras-Perez, Rafael, 2018. "The role of emotions and conflicting online reviews on consumers' purchase intentions," Journal of Business Research, Elsevier, vol. 89(C), pages 336-344.
  36. Theodoros Lappas & Gaurav Sabnis & Georgios Valkanas, 2016. "The Impact of Fake Reviews on Online Visibility: A Vulnerability Assessment of the Hotel Industry," Information Systems Research, INFORMS, vol. 27(4), pages 940-961, December.
  37. Ert, Eyal & Fleischer, Aliza & Magen, Nathan, 2016. "Trust and reputation in the sharing economy: The role of personal photos in Airbnb," Tourism Management, Elsevier, vol. 55(C), pages 62-73.
  38. Kim, Taeyong & Hwang, Seungsoo & Kim, Minkyung, 2022. "Text analysis of online customer reviews for products in the FCB quadrants: Procedure, outcomes, and implications," Journal of Business Research, Elsevier, vol. 150(C), pages 676-689.
  39. Yi Luo & Xiaowei Xu, 2019. "Predicting the Helpfulness of Online Restaurant Reviews Using Different Machine Learning Algorithms: A Case Study of Yelp," Sustainability, MDPI, vol. 11(19), pages 1-17, September.
  40. Martin Gellerstedt & T. Arvemo, 2019. "The impact of word of mouth when booking a hotel: could a good friend’s opinion outweigh the online majority?," Information Technology & Tourism, Springer, vol. 21(3), pages 289-311, September.
  41. Yang, Yang & Mueller, Noah J. & Croes, Robertico R., 2016. "Market accessibility and hotel prices in the Caribbean: The moderating effect of quality-signaling factors," Tourism Management, Elsevier, vol. 56(C), pages 40-51.
  42. 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.
  43. Veronica Digiorgio, 2016. "Impact of promotional tools on reservation channels management: a descriptive model of Italian accommodation facilities," Information Technology & Tourism, Springer, vol. 16(4), pages 347-373, December.
  44. Young Joon Park & Jaewoo Joo & Charin Polpanumas & Yeujun Yoon, 2021. "“Worse Than What I Read?” The External Effect of Review Ratings on the Online Review Generation Process: An Empirical Analysis of Multiple Product Categories Using Amazon.com Review Data," Sustainability, MDPI, vol. 13(19), pages 1-22, September.
  45. Akbari, Morteza & Foroudi, Pantea & Zaman Fashami, Rahime & Mahavarpour, Nasrin & Khodayari, Maryam, 2022. "Let us talk about something: The evolution of e-WOM from the past to the future," Journal of Business Research, Elsevier, vol. 149(C), pages 663-689.
  46. 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.
  47. Brzozowska-Woś Magdalena & Schivinski Bruno, 2019. "The Effect of Online Reviews on Consumer-Based Brand Equity: Case-Study of the Polish Restaurant Sector," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 27(3), pages 2-27, September.
  48. Juan Pedro Mellinas & Eva Martin-Fuentes, 2019. "Does hotel size matter to get more reviews per room?," Information Technology & Tourism, Springer, vol. 21(2), pages 165-180, June.
  49. Zhang, Ziqiong & Wang, Bowen & Law, Rob & Han, Yu, 2024. "Public health emergencies and travelers' review efforts," Annals of Tourism Research, Elsevier, vol. 106(C).
  50. Zhang, Mingyue & Zhao, Haichuan & Chen, Haipeng (Allan), 2022. "How much is a picture worth? Online review picture background and its impact on purchase intention," Journal of Business Research, Elsevier, vol. 139(C), pages 134-144.
  51. Koji Ishida & Lisa Slevitch & Katia Siamionava, 2016. "The Effects of Traditional and Electronic Word-of-Mouth on Destination Image: A Case of Vacation Tourists Visiting Branson, Missouri," Administrative Sciences, MDPI, vol. 6(4), pages 1-17, September.
  52. Slak Valek, Nataša, 2015. "Tourism expenditure according to mode of transportation: A comparative study between 2009 and 2012," MPRA Paper 77406, University Library of Munich, Germany, revised 07 Oct 2015.
  53. Zhang, Ziqiong & Zhang, Zili & Yang, Yang, 2016. "The power of expert identity: How website-recognized expert reviews influence travelers' online rating behavior," Tourism Management, Elsevier, vol. 55(C), pages 15-24.
  54. Deszczyński Bartosz, 2017. "Word-Of-Mouth in Social Media. The Case of Polish Tourist Industry," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 53(4), pages 93-114, December.
  55. Elvira Ismagilova & Emma L. Slade & Nripendra P. Rana & Yogesh K. Dwivedi, 2020. "The Effect of Electronic Word of Mouth Communications on Intention to Buy: A Meta-Analysis," Information Systems Frontiers, Springer, vol. 22(5), pages 1203-1226, October.
  56. Zhen-juan Xia & Yong Liu & Qi Zhang, 2022. "A dual supply chain revenue sharing contract considering online reviews and rebate," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 21(3), pages 321-331, June.
  57. Angellie Williady & Herwinda Novitya Wardhani & Hak-Seon Kim, 2022. "A Study on Customer Satisfaction in Bali’s Luxury Resort Utilizing Big Data through Online Review," Administrative Sciences, MDPI, vol. 12(4), pages 1-15, October.
  58. Hsin‐Hui Lin & Ching‐Feng Chen & Chih‐Lun Wu, 2023. "The effects of news authenticity and social media tie strength on consumer dissemination behavior," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 44(4), pages 2292-2313, June.
  59. Li, Chunqing & Guo, Shuojia & Wang, ChengLu & Zhang, Jieli, 2019. "Veni, vidi, vici: The impact of social media on virtual acculturation in tourism context," Technological Forecasting and Social Change, Elsevier, vol. 145(C), pages 513-522.
  60. Pooja Katyal & Reetika Sehgal & Anand Kumar Gupta, 2025. "The impact of online consumer reviews on purchase intentions for electronic products," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 16(9), pages 3178-3197, September.
  61. C. I. Chiang, 2023. "Availability control under online reviews in hospitality," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 22(5), pages 385-398, October.
  62. Zheng, Lili, 2021. "The classification of online consumer reviews: A systematic literature review and integrative framework," Journal of Business Research, Elsevier, vol. 135(C), pages 226-251.
  63. Nath, Prithwiraj & Devlin, James & Reid, Veronica, 2018. "The effects of online reviews on service expectations: Do cultural value orientations matter?," Journal of Business Research, Elsevier, vol. 90(C), pages 123-133.
  64. Kim, Insin & Kim, Joonhyeong Joseph, 2017. "Older adults’ parasocial interaction formation process in the context of travel websites: The moderating role of parent-child geographic proximity," Tourism Management, Elsevier, vol. 63(C), pages 399-416.
  65. Meek, Stephanie & Wilk, Violetta & Lambert, Claire, 2021. "A big data exploration of the informational and normative influences on the helpfulness of online restaurant reviews," Journal of Business Research, Elsevier, vol. 125(C), pages 354-367.
  66. José Alberto Martínez-González & Eduardo Parra-López & Almudena Barrientos-Báez, 2021. "Young Consumers’ Intention to Participate in the Sharing Economy: An Integrated Model," Sustainability, MDPI, vol. 13(1), pages 1-21, January.
  67. Evangelinos, Christos & Obermeyer, Andy & Bartel, Aaron, 2020. "The individual monetary valuation of online hotel ratings," IU Discussion Papers - Hospitality, Tourism & Event 3/2020, IU International University of Applied Sciences.
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  77. Rosa Maria Fanelli & Luca Romagnoli, 2020. "Customer Satisfaction with Farmhouse Facilities and Its Implications for the Promotion of Agritourism Resources in Italian Municipalities," Sustainability, MDPI, vol. 12(5), pages 1-21, February.
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  110. Rishikesh Bhaiswar & N. Meenakshi & Deepak Chawla, 2021. "Evolution of Electronic Word of Mouth: A Systematic Literature Review Using Bibliometric Analysis of 20 Years (2000–2020)," FIIB Business Review, , vol. 10(3), pages 215-231, September.
  111. Mayur Taneja & Vikas Nath & Noopur Saxena, 2024. "Factors Influencing Behavioral Intention Toward Using Travel Mobile Application: Examining the Mediating Role of Reviews and Ratings," Jindal Journal of Business Research, , vol. 13(2), pages 162-180, December.
  112. Talwar, Manish & Talwar, Shalini & Kaur, Puneet & Islam, A.K.M. Najmul & Dhir, Amandeep, 2021. "Positive and negative word of mouth (WOM) are not necessarily opposites: A reappraisal using the dual factor theory," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
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  114. Girardin, Florent & Bezençon, Valéry & Lunardo, Renaud, 2021. "Dealing with poor online ratings in the hospitality service industry: The mitigating power of corporate social responsibility activities," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
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