Social media review rating versus traditional customer satisfaction: Which one has more incremental predictive power in explaining hotel performance? [Summary]
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Date
2017
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Publisher
Virginia Tech
Abstract
This paper aims to examine the effects of traditional customer satisfaction (CS) relative magnitude and social media review ratings on hotel performance and to explore which online travel intermediaries’ review ratings serve as the most reliable and valid predictor for hotel performance.
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Keywords
Hotel performance, Online travel intermediaries, Social media review rating, Traditional