The impact of online reputation on hotel profitability
Volume: 32, Issue: 1, Pages: 20 - 39
Published: Jan 13, 2020
Abstract
Purpose The purpose of this study is to quantify the impact of online customer reputation on financial profitability. Design/methodology/approach Online reputation is captured by extracting the most recurring textual themes associated with customer satisfaction and dissatisfaction, expressed within positive vs negative online guest reviews on Booking.com. Latent semantic analysis is used for textual analysis. Proxies of overall financial...
Paper Details
Title
The impact of online reputation on hotel profitability
Published Date
Jan 13, 2020
Volume
32
Issue
1
Pages
20 - 39
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