%0 Journal Article 
%A Jiménez García, Mercedes
%A Ruiz Chico, José
%A Peña Sánchez, Antonio Rafael
%A López Sánchez, José Antonio
%T Does Electronic Word-of-mouth Differently Influence Traditional Economy Vs. Collaborative Economy Tourist Accommodation? An Empyrical Study
%D 2022
%@ 1528-008X
%U http://hdl.handle.net/10498/34134
%X This study aims to analyze three main variables of electronic
word-of-mouth (eWOM) – impact on bookings volume, main
attributes of client satisfaction, and best strategy for responding
to unfavorable opinions – in a traditional (TripAdvisor) and
a collaborative (Airbnb) accommodation system. This is the
first study to address these themes together in the same analysis
area (New York City) and for both accommodation models
simultaneously.
A mixed analysis methodology was employed, combining quantitative
analysis (a linear logarithmic model) with a qualitative
analysis of comments (through Nvivo 12), completed by a series
of online surveys.
The results confirm that, in the three variables analyzed in the
eWOM, there are strong similarities in the two accommodation
systems, with basic characteristics common to both systems: the
influence of online comments on the number of bookings, the
characteristics of the accommodation and the room as the most
important attribute in customer satisfaction, and the response
of the accommodation, in the face of negative criticism, is what
increases the possibility of booking by other customers. From
this point onwards, each system has its own peculiarities that
make it different. Numerous practical and theoretical implications
are discussed.
%K Airbnb
%K Tripadvisor
%K eWOM
%K online travel reviews
%K customer satisfaction attributes
%K complaint reponse strategies
%~ Universidad de Cádiz