125994 20250722154012.0 doi 10.1108/JHTT-04-2022-0120 sideral 133562 ART-2023-133562 eng Ruiz-Equihua, Daniel Company size, online reviews and customer responses: implications for SMEs in the hospitality field 2023 Access copy available to the general public Unrestricted Purpose: Previous research into online reviews in the hospitality industry has focused mainly on big companies; thus, it is not yet known whether its findings apply also to small and medium enterprises (SMEs), the most abundant in the sector. Focusing on online reviews in the hospitality sector, this study aims to analyse whether firm size moderates the relationship between online review valence and customer responses. Design/methodology/approach: This study uses a 2 (positive vs negative online review) × 2 (SME vs big company) experimental research design conducted in two hospitality settings, hotels and restaurants. Findings: The impact of online reviews on customer responses is less intense for smaller hospitality companies. Originality/value: This study incorporates firm size as a moderator of the relationship between online review valence and customer responses in two hospitality settings, restaurants and hotels. info:eu-repo/grantAgreement/ES/DGA-FSE/LMP51-21 info:eu-repo/grantAgreement/ES/DGA/S20-20R info:eu-repo/grantAgreement/ES/MCINN/PID2020-113561RB-I00 info:eu-repo/grantAgreement/ES/MICIU/PID2019-105468RB-I00 info:eu-repo/semantics/openAccess by-nc http://creativecommons.org/licenses/by-nc/3.0/es/ 5.3 2023 HOSPITALITY, LEISURE, SPORT & TOURISM 19 / 140 = 0.136 2023 Q1 T1 1.285 2023 Computer Science Applications 2023 Q1 Tourism, Leisure and Hospitality Management 2023 Q1 Information Systems 2023 Q1 8.4 2023 info:eu-repo/semantics/article info:eu-repo/semantics/acceptedVersion Casaló, Luis V. Universidad de Zaragoza (orcid)0000-0002-9643-2814 Romero, Jaime 4011 095 Universidad de Zaragoza Dpto. Direc.Mark.Inves.Mercad. Área Comerci.Investig.Mercados 14, 3 (2023), 490-502 Journal of Hospitality and Tourism Technology 1757-9880 462446 http://zaguan.unizar.es/record/125994/files/texto_completo.pdf Postprint 1128034 http://zaguan.unizar.es/record/125994/files/texto_completo.jpg?subformat=icon icon Postprint oai:zaguan.unizar.es:125994 articulos driver 2025-07-22-15:35:45 ARTICLE