Online consumer reviews affect the attractiveness of tourism and hospitality organizations as an employer

IF 12.4 1区管理学 Q1 ENVIRONMENTAL STUDIES

Tourism Management Pub Date : 2025-06-23 DOI:10.1016/j.tourman.2025.105255

Yves Van Vaerenbergh , Diane Arijs

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引用次数: 0

Abstract

While the effects of online employee reviews on organizational attractiveness and online consumer reviews on consumer decision-making are well-documented, the influence of consumer reviews on organizational attractiveness as an employer remains underexplored. This is particularly critical for tourism and hospitality organizations, where such reviews are abundant and accessible to potential applicants. Drawing on signaling and symbolic attraction theories, this paper argues that job seekers evaluate online consumer reviews when assessing these organizations as employers. Through four studies (one pilot and three experiments), we show that negative consumer reviews reduce the attractiveness of organizations to job seekers, even when positive employee reviews exist. Applicants interpret consumer reviews as indicators of organizational warmth and competence, questioning the credibility of positive employee reviews in the presence of negative consumer reviews. This research expands the recognized impact of online consumer reviews on organizational attraction by highlighting them as influential third-party signals to applicants.

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在线消费者评论会影响旅游和酒店组织作为雇主的吸引力

虽然在线员工评论对组织吸引力的影响和在线消费者评论对消费者决策的影响都有充分的证据，但消费者评论对雇主组织吸引力的影响仍未得到充分的探讨。这对旅游和接待组织尤其重要，因为这类组织有大量的审查，而且潜在的申请人可以获得这些审查。利用信号和符号吸引理论，本文认为求职者在评估这些组织作为雇主时，会评估在线消费者的评论。通过四项研究（一项试点研究和三项实验研究），我们表明，即使存在积极的员工评价，负面的消费者评价也会降低组织对求职者的吸引力。申请人将消费者评论解释为组织热情和能力的指标，在存在负面消费者评论的情况下质疑积极员工评论的可信度。本研究通过强调在线消费者评论作为对申请人有影响力的第三方信号，扩展了在线消费者评论对组织吸引力的公认影响。

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

Tourism Management Multiple-

CiteScore

24.10

自引率

7.90%

发文量

190

审稿时长

45 days

期刊介绍： Tourism Management, the preeminent scholarly journal, concentrates on the comprehensive management aspects, encompassing planning and policy, within the realm of travel and tourism. Adopting an interdisciplinary perspective, the journal delves into international, national, and regional tourism, addressing various management challenges. Its content mirrors this integrative approach, featuring primary research articles, progress in tourism research, case studies, research notes, discussions on current issues, and book reviews. Emphasizing scholarly rigor, all published papers are expected to contribute to theoretical and/or methodological advancements while offering specific insights relevant to tourism management and policy.