Let's hook up fast! Hotel reviews and Wi-Fi flaws

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dc.contributor.authorMellinas, Juan Pedroen
dc.contributor.authorNicolau, Juan Luisen
dc.date.accessioned2024-08-05T17:31:24Zen
dc.date.available2024-08-05T17:31:24Zen
dc.date.issued2020-01en
dc.description.abstractFree Wi-Fi connection is a prevalent service in the modern hotel industry. The effects of Wi-Fi services on customers' satisfaction have been investigated in existing literature. However, the attributes that lead to customers' negative reviews on hotels and the effects of these attributes on hotel ratings remain unexplored. Therefore, this article attempts to fill this gap by using a sample of 4800 reviews and estimating a Heckit model. This methodology allows us to model customers' decisions to write a negative review and rate a hotel simultaneously. The effects of Wi-Fi flaws on hotels' overall ratings are estimated and discussed. Moreover, important managerial implications are consequently derived. Reference dependence and sample selection bias also remain critical when analyzing hotel ratings.en
dc.description.sponsorshipThis work was partially funded by the Spanish Ministry of Economy and Competitiveness (TURCOLAB ECO2017-88984-R).en
dc.description.versionAccepted versionen
dc.format.extent13 page(s)en
dc.format.mimetypeapplication/pdfen
dc.identifierARTN 102842 (Article number)en
dc.identifier.doihttps://doi.org/10.1016/j.annals.2019.102842en
dc.identifier.issn0160-7383en
dc.identifier.orcidNicolau Gonzalbez, Juan [0000-0003-0048-2823]en
dc.identifier.urihttps://hdl.handle.net/10919/120851en
dc.identifier.volume80en
dc.language.isoenen
dc.publisherPergamon-Elsevieren
dc.relation.urihttp://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcApp=PARTNER_APP&SrcAuth=LinksAMR&KeyUT=WOS:000527848200034&DestLinkType=FullRecord&DestApp=ALL_WOS&UsrCustomerID=930d57c9ac61a043676db62af60056c1en
dc.rightsCreative Commons Attribution 4.0 Internationalen
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/en
dc.subjectHeckit modelen
dc.subjectHotelen
dc.subjectOnline reviewsen
dc.subjectReference dependenceen
dc.subjectWi-Fien
dc.titleLet's hook up fast! Hotel reviews and Wi-Fi flawsen
dc.title.serialAnnals of Tourism Researchen
dc.typeArticle - Refereeden
dc.type.dcmitypeTexten
dc.type.otherArticleen
dcterms.dateAccepted2019-11-19en
pubs.organisational-group/Virginia Techen
pubs.organisational-group/Virginia Tech/Pamplin College of Businessen
pubs.organisational-group/Virginia Tech/Pamplin College of Business/Hospitality and Tourism Managementen
pubs.organisational-group/Virginia Tech/All T&R Facultyen
pubs.organisational-group/Virginia Tech/Pamplin College of Business/PCOB T&R Facultyen

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