Comparing customer ratings from multiple reputation systems: the case of New York City hotels

• Doug Sanford ^[1] ; James Otto ^[1]
  1. [1] Towson University

     Towson University

     Estados Unidos

     
• Localización: Tourism review international, ISSN 1544-2721, Vol. 16, Nº. 3-4, 2012, págs. 169-181
• Idioma: inglés
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• Resumen

  • This exploratory study analyzes the customer ratings of hotels across multiple reputation systems: Expedia, Orbitz, and travelocity. We investigate the extent to which the websites' customer ratings for overall satisfaction are equivalent. Our analysis of a random sample of 99 hotels in New York City and 5,575 individual customer ratings suggests that the ratings are not equivalent across websites, and that each website's customer ratings offers unique information on the ability of hotels to satisfy customers. We discuss how this finding affects strategies for users to combine the ratings and implications for consumers, hotel managers, and website administrators.