Are customers’ reviews creating value in the hospitality industry? Exploring the moderating effects of market positioning

•Social Media and user-generated reviews are transforming competition in the hospitality industry.•On-line ratings of user-generated reviews on TripAdvisor have a positive effect on hotel revenues that is outweighed by a negative effect on gross profit margins.•Hotels placed outside popular destinat...

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Veröffentlicht in:	International journal of information management 2016-12, Vol.36 (6), p.1133-1143
Hauptverfasser:	Neirotti, Paolo, Raguseo, Elisabetta, Paolucci, Emilio
Format:	Artikel
Sprache:	eng
Schlagworte:	Communities Competition Consumer behavior Customer feedback Customer satisfaction Customers Digital media Economics Hospitality industry Hotels Hotels & motels Local competition Localization outside popular destinations Market positioning Marketing Online visibility Profit margins Profitability Regression models Reviews Small and medium hotels Social media Social networks Star-rating Studies User generated content Value creation Virtual communities Visibility Web site reviews
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