The unexpected sales boost of the rating gap and review gap for hotels: An expectation confirmation perspective

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2024-10-01 DOI:10.1016/j.ijhm.2024.103940

Pan Jiang , Zhiguo Zhu , Peiyao Zhou , Weiyue Li

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引用次数: 0

Abstract

Consumers typically compare information before making decisions. Only when the two types of information are consistent in admitting high service quality are consumers motivated to book a hotel. However, the impact of the attitude gap between similar information sources on consumer booking behavior remains unexplored. Drawing on expectation confirmation theory, we investigate the influence of the rating gap and review gap on hotel sales. Additionally, we explore the moderating effect of hotel popularity. Through archival and experimental analyses, we found that (1) both the rating and review gap have a significantly positive effect on hotel sales, (2) the review gap has a more positive effect on hotel sales than the rating gap, and (3) hotel popularity amplifies the effects of both the rating gap and the review gap on hotel sales. Our findings provide valuable managerial insights for service providers to improve hotel sales in dynamic environments.

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评分差距和评论差距对酒店销售的意外促进：期望确认的视角

消费者在做出决定之前通常会对信息进行比较。只有当两类信息一致承认服务质量高时，消费者才会有预订酒店的动机。然而，相似信息源之间的态度差距对消费者预订行为的影响仍未得到探讨。借鉴期望确认理论，我们研究了评分差距和评论差距对酒店销售的影响。此外，我们还探讨了酒店受欢迎程度的调节作用。通过档案和实验分析，我们发现：(1) 评分差距和评论差距都对酒店销售额有显著的积极影响；(2) 评论差距比评分差距对酒店销售额有更积极的影响；(3) 酒店受欢迎程度放大了评分差距和评论差距对酒店销售额的影响。我们的研究结果为服务提供商在动态环境中提高酒店销售额提供了宝贵的管理启示。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.