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A cross-country comparison of accommodation manager perspectives on online review manipulation
Linnaeus University, School of Business and Economics, Department of Organisation and Entrepreneurship. Lund University;Western Norway Research Institute, Norway.ORCID iD: 0000-0003-0505-9207
Harz University of Applied Sciences, Germany.
University of Canterbury, New Zealand.ORCID iD: 0000-0002-7734-4587
HES-SO University of Applied Sciences Western Switzerland, Switzerland.
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2019 (English)In: Current Issues in Tourism, ISSN 1368-3500, E-ISSN 1747-7603, Vol. 22, no 14, p. 1744-1763Article in journal (Refereed) Published
Abstract [en]

Accommodation businesses are increasingly dependent on a limited number of reservation platforms. A significant feature of these platforms is guest evaluations, which are transformed into ratings and rankings. As the positioning of the business in comparison to competitors determines customer demand, accommodation managers have considerable interest in maintaining or improving their online reputation. One response may be to engage in manipulation strategies. This paper presents the results of a survey including 270 hotel managers in five countries, Germany, Israel, Norway, Sweden and Switzerland. Managers confirm growing competition as a result of ratings and rankings, and they report that guests are increasingly aware of the importance of reviews. To avert negative online feedback impacts, managers intervene strategically. The paper discusses new market pressures, emergent consumer judgement culture and consumer citizenship, opportunities for legal redress and the emerging importance of reputation management strategies.

Place, publisher, year, edition, pages
Taylor & Francis, 2019. Vol. 22, no 14, p. 1744-1763
Keywords [en]
Consumer citizenship, hotels, manipulation, online reviews, rankings, ratings
National Category
Economics and Business
Research subject
Tourism
Identifiers
URN: urn:nbn:se:lnu:diva-72449DOI: 10.1080/13683500.2018.1455171ISI: 000472759400008Scopus ID: 2-s2.0-85044251436OAI: oai:DiVA.org:lnu-72449DiVA, id: diva2:1196244
Available from: 2018-04-09 Created: 2018-04-09 Last updated: 2019-07-18Bibliographically approved

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Gössling, StefanHall, C. Michael

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf