RT Journal Article
T1 The influence of online ratings and reviews on hotel booking consideration
A1 Gavilán Bouzas, Diana
A1 Avello Iturriagagoitia, María
A1 Martínez Navarro, María Gema
AB This paper analyses the impact of good vs. bad ratings during the first stage of the decision-making process when booking a hotel. This study tested the interaction between numerical ratings given to a product or service and the number of verbal reviews it has received while controlling subject susceptibility to interpersonal influence. The study conducted a full factorial between subjects design of 2 levels of ratings (good vs. bad) x 2 levels of reviews (high vs. low) in a decision-controlled setting. Results suggest an asymmetric interaction between numerical ratings and reviews: When the rating is good, the trust in the rating depends on the number of reviews, but conversely, if the rating is bad, the number of reviews has no effect on how trustworthy the rating is. Academic and managerial implications of this study and scope for future research have also been discussed.
PB Elsevire
SN 0261-5177
YR 2018
FD 2018-06-01
LK https://hdl.handle.net/20.500.14352/11952
UL https://hdl.handle.net/20.500.14352/11952
LA spa
NO Gavilan D, Avello M, Martinez-Navarro G. The influence of online ratings and reviews on hotel booking consideration. Tourism Management 2018; 66: 53–61. [DOI: 10.1016/j.tourman.2017.10.018]
DS Docta Complutense
RD 8 jun 2025