RT journal article
T1 Does Electronic Word-of-mouth Differently Influence Traditional Economy Vs. Collaborative Economy Tourist Accommodation? An Empyrical Study
A1 Jiménez García, Mercedes
A1 Ruiz Chico, José
A1 Peña Sánchez, Antonio Rafael
A1 López Sánchez, José Antonio
A2 Economía General
A2 HistoriaGeografía y Filosofía
K1 Airbnb
K1 Tripadvisor
K1 eWOM
K1 online travel reviews
K1 customer satisfaction attributes
K1 complaint reponse strategies
AB This study aims to analyze three main variables of electronicword-of-mouth (eWOM) – impact on bookings volume, mainattributes of client satisfaction, and best strategy for respondingto unfavorable opinions – in a traditional (TripAdvisor) anda collaborative (Airbnb) accommodation system. This is thefirst study to address these themes together in the same analysisarea (New York City) and for both accommodation modelssimultaneously.A mixed analysis methodology was employed, combining quantitativeanalysis (a linear logarithmic model) with a qualitativeanalysis of comments (through Nvivo 12), completed by a seriesof online surveys.The results confirm that, in the three variables analyzed in theeWOM, there are strong similarities in the two accommodationsystems, with basic characteristics common to both systems: theinfluence of online comments on the number of bookings, thecharacteristics of the accommodation and the room as the mostimportant attribute in customer satisfaction, and the responseof the accommodation, in the face of negative criticism, is whatincreases the possibility of booking by other customers. Fromthis point onwards, each system has its own peculiarities thatmake it different. Numerous practical and theoretical implicationsare discussed.
PB Taylor & Francis
SN 1528-008X
YR 2022
FD 2022
LK http://hdl.handle.net/10498/34134
UL http://hdl.handle.net/10498/34134
LA eng
NO This work was supported by the INDESS and the General Economics Department.
DS Repositorio Institucional de la Universidad de Cádiz
RD 06-nov-2026