Social media review rating versus traditional customer satisfaction: Which one has more incremental predictive power in explaining hotel performance? [Summary]

Kim, Woo GonPark, Seo Ah2017-09-242017-09-242017http://hdl.handle.net/10919/79388This 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.application/pdfenCreative Commons Attribution 4.0 InternationalHotel performanceOnline travel intermediariesSocial media review ratingTraditionalSocial media review rating versus traditional customer satisfaction: Which one has more incremental predictive power in explaining hotel performance? [Summary]SummaryInternational Journal of Contemporary Hospitality Management