The dimensions of hotel customer ratings that boost RevPAR [Summary]

Date
2018-09Author
Nieto-García, Marta
Resce, Giuliano
Ishizaka, Alessio
Occhiocupo, Nicoletta
Viglia, Giampaolo
Metadata
Show full item recordAbstract
Online ratings provide valuable information to operators. However, the use of this information for revenue maximization purposes remains at a moot point. This article proposes a new method to decompose ratings based on their relevance to hotel performance. From a methodological standpoint, we propose a multi-criteria decision analysis approach. The empirical validation includes two independent data sources, online ratings from Booking.com and RevPAR data from STR.