Company size, online reviews and customer responses: implications for SMEs in the hospitality field
Ruiz-Equihua, Daniel ; Casaló, Luis V. (Universidad de Zaragoza) ; Romero, Jaime
Resumen: 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.
Idioma: Inglés
DOI: 10.1108/JHTT-04-2022-0120
Año: 2023
Publicado en: Journal of Hospitality and Tourism Technology 14, 3 (2023), 490-502
ISSN: 1757-9880
Factor impacto JCR: 5.3 (2023)
Categ. JCR: HOSPITALITY, LEISURE, SPORT & TOURISM rank: 19 / 140 = 0.136 (2023) - Q1 - T1
Factor impacto CITESCORE: 8.4 - Information Systems (Q1) - Computer Science Applications (Q1) - Tourism, Leisure and Hospitality Management (Q1)
Factor impacto SCIMAGO: 1.285 - Computer Science Applications (Q1) - Tourism, Leisure and Hospitality Management (Q1) - Information Systems (Q1)
Financiación: info:eu-repo/grantAgreement/ES/DGA-FSE/LMP51-21
Financiación: info:eu-repo/grantAgreement/ES/DGA/S20-20R
Financiación: info:eu-repo/grantAgreement/ES/MCINN/PID2020-113561RB-I00
Financiación: info:eu-repo/grantAgreement/ES/MICIU/PID2019-105468RB-I00
Tipo y forma: Article (PostPrint)
Área (Departamento): Área Comerci.Investig.Mercados (Dpto. Direc.Mark.Inves.Mercad.)
Exportado de SIDERAL (2025-07-22-15:35:45)
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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.
Idioma: Inglés
DOI: 10.1108/JHTT-04-2022-0120
Año: 2023
Publicado en: Journal of Hospitality and Tourism Technology 14, 3 (2023), 490-502
ISSN: 1757-9880
Factor impacto JCR: 5.3 (2023)
Categ. JCR: HOSPITALITY, LEISURE, SPORT & TOURISM rank: 19 / 140 = 0.136 (2023) - Q1 - T1
Factor impacto CITESCORE: 8.4 - Information Systems (Q1) - Computer Science Applications (Q1) - Tourism, Leisure and Hospitality Management (Q1)
Factor impacto SCIMAGO: 1.285 - Computer Science Applications (Q1) - Tourism, Leisure and Hospitality Management (Q1) - Information Systems (Q1)
Financiación: info:eu-repo/grantAgreement/ES/DGA-FSE/LMP51-21
Financiación: info:eu-repo/grantAgreement/ES/DGA/S20-20R
Financiación: info:eu-repo/grantAgreement/ES/MCINN/PID2020-113561RB-I00
Financiación: info:eu-repo/grantAgreement/ES/MICIU/PID2019-105468RB-I00
Tipo y forma: Article (PostPrint)
Área (Departamento): Área Comerci.Investig.Mercados (Dpto. Direc.Mark.Inves.Mercad.)
Exportado de SIDERAL (2025-07-22-15:35:45)
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Este artículo se encuentra en las siguientes colecciones:
articulos > articulos-por-area > comercializacion_e_investigacion_de_mercados
Notice créée le 2023-05-16, modifiée le 2025-07-22