Beyond the stars: Unpacking the impact of score-textual inconsistency of online reviews on hotel performance

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

International Journal of Hospitality Management Pub Date : 2025-05-12 DOI:10.1016/j.ijhm.2025.104271

Ping Wang , Hailin Zhang , Xina Yuan , Xiulin Zhang

引用次数: 0

Abstract

Merchants often implement strategies to secure high ratings for their products. However, consumers consider more than just rating scores, placing significant emphasis on the sentiment conveyed in review texts when making purchase decisions. This study examines the nuanced interplay between product rating, review inconsistency (i.e., high review scores paired with low textual sentiments), and product sales. Analysing a dataset of 299,975 online reviews from 300 hotels on Ctrip.com, the findings indicate that while product rating is positively associated with product sales, review inconsistency exerts a negative impact. Additionally, this research highlights the moderating roles of reviewer anonymity, image number, and managerial response in these relationships. The results suggest that consumers engage in both heuristic and systematic processing modes when evaluating online reviews.

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超越星级：剖析在线评论的分数与文本不一致对酒店绩效的影响

商家通常会采取一些策略来确保他们的产品获得高评级。然而，消费者考虑的不仅仅是评分，在做出购买决定时，他们非常重视评论文本所传达的情感。本研究考察了产品评级、评论不一致（即，高评论分数与低文本情感配对）和产品销售之间微妙的相互作用。通过分析携程上300家酒店的299,975条在线评论数据集，研究结果表明，虽然产品评级与产品销售呈正相关，但评论不一致会产生负面影响。此外，本研究还强调了审稿人匿名性、图像数量和管理者反应在这些关系中的调节作用。结果表明，消费者在评价网络评论时，同时采用启发式和系统化处理两种方式。

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.