Reference Prices in Online Assessment of Hotel Services
DOI:
https://doi.org/10.25115/eea.v29i3.4416Keywords:
Reference Prices, Hotel Services Assessment, Electronic Word of Mouth.Abstract
The star hotel classification system should act as an external sign that provides clients with information regarding the expected hotel levels of prices and services. However, the stars assigned are not reviewed and usually, they are confusing signs for clients regarding quality levels. Nowadays, on-line reservation systems allow clients to obtain information quickly and easily regarding hotel prices and to consult other guests' satisfaction levels, also known as electronic word of mouth (e-WOM). Many times, this information is more credible than stars when it comes to look for a hotel stay. In this new informative context, this study aims at analyzing the posted data in a hotel reservation web site regarding rooms and the guests' assessment of quality perceived. Its objective is the analysis of the influence of published prices in the assessments made by hotel guests.
Downloads
References
ABRATE, G., CAPRIELLO, A. Y FRAQUELLI, G. (2010): “When quality signals talk: Evidence from the Turin hotel industry”, Tourism Management, doi: 10.1016/l.tourman.2010.08.006
AGUILÓ, E., ALEGRE, J. Y RIERA, A. (2001): “Determinants of the price of German tourist packages on the island of Mallorca”, Tourism Economics, Vol. 7, pp. 59-74.
AGUILÓ, E., ALEGRE, J. Y SAND, M. (2003): “Examining the market structure of the German and UK tour operating industries through an analysis of package holiday prices”, Tourism Economics, Vol. 9, pp. 255-278.
ALÉN, M.E. (2004): “Evaluación de la calidad percibida por los clientes de establecimientos termales a través del análisis de sus expectativas y percepciones”, Revista Galega de Economía, Vol. 13, Nº ½, pp. 5-22.
BECH, J.M. (2010): “Quality of hotel service and consumer protection: A European contract law approach”, Tourism Management, Vol. 32 (2), pp. 277-287.
BRONNER, F. Y HOOG, R. (2010): “Vacationers and eWOM: Who Posts, and Why, Where, and What?”, Journal of Travel Research, DOI:10.1177/ 0047287509355324.
C.M.T (2010): “Informe sobre el comercio electrónico en España a través de entidades de medios de pago”. Primer trimestre de 2010. www.cmt.es
CALLAN, R.J. (1998): “Atributional analysis of customers’ hotel selection criteria by UK grading scheme categories”, Journal of Travel Research, Vol. 36, nº 3, pp. 20-34.
CAMISÓN, C. (1996): “Total quality management in hospitality: An application of the EFQM model”, Tourism Management, Vol. 17 (3), pp. 191-201.
CAMPO, S., MARTÍNEZ, M.P. Y GARAU, J. (2009): “Factors influencing repeat visits to a destination: The influence of group composition”, Tourism Management, Vol. 31 (6), pp. 862-870.
CAMPOS-SORIA, JUAN A.; GONZÁLEZ GARCÍA, L. Y ROPERO GARCÍA, M.A. (2005): “Service quality and competitiveness in the hospitality sector”, Tourism Economics, Vol.11, nº 1, pp. 85-102.
CASINO, A. (1999): “Evaluación de la calidad de servicio en establecimientos de alojamiento turístico en España”, Estadística Española, Vol. 41, pp. 154-168.
CASINO, A. (2001): “Medición de la calidad de servicio: Una aplicación a los establecimientos de alojamiento turístico”, Estudios de Economía Aplicada, Vol. 18, pp. 83-104.
DÍAZ-MARTÍN, A., IGLESIAS, V., VÁZQUEZ, R. Y RUÍZ, A.V. (2000): “The use of quality expectations to segment a service market”, Journal of Service Marketing, Vol. 14 (2), pp. 132-146.
DODDS, W.B., MONROE, K.B. AND GREWAL, D. (1991): ‘‘Effects of price, brand, and store information on buyers’ product evaluations’’, Journal of Marketing Research, Vol. 28 No. 3, pp. 307-18.
ESPINET, J.M., SAEZ, M., COENDERS, G., Y FLUIVA, M. (2003): “Effect on prices of the attributes of holiday hotels: a hedonic price approach”, Tourism Economics, Vol. 9, pp. 165-177.
GO F. M Y GOVERS, R. (2000): “Integrated quality management for tourist destinations: a European perspective on achieving competitiveness”, Tourism Management, Vol. 21, nº 1, pp. 79-88.
GRETZEL, U., HYAN-YOO, K., & PURIFOY, M. (2007): Online travel review study: The role and impact of online travel reviews. College Station, TX: Laboratory for Intelligent Systems in Tourism.
GRUEN, T.W., OSMONBEKOV, T., Y CZAPLEWSKI, A.J. (2005): “E-Wom: The impact of customer-to-customer online know-how exchange on customer value and loyalty”, Journal of Business Research, Vol. 59, nº 4, pp. 449-456.
HARRINGTON D. Y AKEHURST G. (1996): “Service quality and business performance in the UK hotel industry”, International Journal of Hospitality Management, Vol. 15, nº 3, pp. 283-298.
HUANG, C-Y., CHOU, C-J, Y LIN, P-C. (2010): “Involvement theory in constructing bloggers’ intention to purchase”, Tourism Management, Vol. 31, pp. 513–526.
ISRAELI, A. (2002): “Star rating and corporate affiliation: their influence on foom price and performance of hotels in Israel”, Hospitality Management, Vol. 21, pp. 405-424.
KIM, W.G., MA, X. Y KIM, D.J. (2006): “Determinants of Chinese hotel customer’s e-satisfaction and purchase intentions”, Tourism Management, vol. 27, pp. 890-900.
LITVIN, S.W., BLOSE, J.E., Y LAIRD, S.T. (2004): “Tourist use of restaurant web-pages: Is the internet a critical marketing tool?”, Journal of Vacation Marketing, Vol. 11, nº 2, pp. 155-161.
LITVIN, S.W., GOLDSMITH, E. Y PAN, B. (2008): “Electronic word-of mouth in hospitality and tourism management”, Tourism Management, Vol. 29, pp. 458-468.
LOCKYER, T. (2000): “A New Zealand investigation into the factors influencing consumers’ selection of business hotel accommodation”, Australiam Journal of Hospitality Management, Vol. 7, nº 2, pp. 11-23.
LOCKYER, T. (2002): “Business guests’ accommodation selection: The view from both sides”, International Journal of Contemporary Hospitality Management, Vol. 6, nº 14, pgs. 294-300.
LOCKYER, T. (2005): “The perceived importance of price as one hotel selection dimension”, Tourism Management, Vol. 26, pp. 529-537.
LÓPEZ, M.C. Y SERRANO, A.M. (2004): “Is the hotel classification system a good indicador of hotel quality?”, Tourism Management, Vol. 25, pp. 771-775.
MORGAN, N.J., PRITCHARD, A. Y PIGGOTT, R. (2003): “Destination branding and the role of the stakeholders: The case of New Zealand”, Journal of Vacation Marketing, Vol. 9, nº 3, pp. 285-299.
O’CONNOR, P. (2010): “Managing a hotel’s image on TripAdvisor”, Journal of Hospitality Marketing and Management, Vol. 19, pp. 754-772.
PARASURAMAN, A., ZEITMAL, V.A. Y BERRY, L.L. (1988): “A Muliple-Item Scale for Measuring Consumer Perceptions of Service Quality”. Journal of Retailing, Vol. 64, Nº 1, pp. 12-40.
RAO, A.R. AND MONROE, K.B. (1989): “‘The effect of price, brand name, and store name on buyers’ perceptions of product quality: an integrative review’’, Journal of Marketing Research, Vol. 26, August, pp. 351-7.
RUÍZ, A.V., VÁZQUEZ, R. Y DÍAZ, A. (1995): “La calidad percibida del servicio en establecimientos hoteleros de turismo rural”, Papers de Turisme, Vol. 19, pp. 17-33.
SONG, H., LIN, S., WITT, S. Y ZHANG, X. (2011): “Impact of Financial/Economic crisis on demand for hotel rooms in Hong Kong”, Tourism Management, Vol. 32, Nº1, pp. 172-186.
VERMEULEN, I.E. Y SEEGERS, D. (2009): “Traed and tested: The impact of online hotel reviews on consumer consideration”, Tourism Management, Vol. 30, pp. 123-127
YE, Q., LAW, R. Y GU, B. (2009): “The impact of online user reviews on hotel room sales”, International Journal of Hospitality Management, Vol. 28, pp. 180-182.
ZEITHAML, V.A. (1988): ‘‘Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence’’, Journal of Marketing, Vol. 52, July, pp. 2-22.
