Are guests of the same opinion as the hotel star-rate classification system?

Hotel classification systems have been questioned on some occasions due to the loss of credibility of stars as a quality standard and because they are sometimes subject to outdated criteria. In any case, this system allows reducing the adverse effects of asymmetric information, characterized in a ma...

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Detalles Bibliográficos
Autor: Martín Fuentes, Eva
Tipo de recurso: artículo
Estado:Versión aceptada para publicación
Fecha de publicación:2016
País:España
Institución:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
Repositorio:Recercat. Dipósit de la Recerca de Catalunya
OAI Identifier:oai:recercat.cat:10459.1/64696
Acceso en línea:https://doi.org/10.1016/j.jhtm.2016.06.006
http://hdl.handle.net/10459.1/64696
Access Level:acceso abierto
Palabra clave:eWOM
Star-rate system
Room price
Hotel size
Booking
TripAdvisor
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repository_id_str
spelling Are guests of the same opinion as the hotel star-rate classification system?Martín Fuentes, EvaeWOMStar-rate systemRoom priceHotel sizeBookingTripAdvisorHotel classification systems have been questioned on some occasions due to the loss of credibility of stars as a quality standard and because they are sometimes subject to outdated criteria. In any case, this system allows reducing the adverse effects of asymmetric information, characterized in a market such as the hospitality industry. With a sample of more than 14,000 hotels in 100 cities around the world taken from two of the most important tourism websites as are Booking and TripAdvisor, we ascertained whether the star-rating classification system of hotels, room price, or even hotel size, match user satisfaction measured from the point of view the scores awarded by past users. The results confirm that despite the differences in criteria in implementing the hotel star-rate classification system throughout the world, a relationship does exist with user satisfaction, based on the scores awarded by former customers both on TripAdvisor and on Booking. In turn, price is related to hotel category and with satisfaction. However, the number of rooms does not influence the score awarded, although depending on the region, there is a relationship between hotel size and category. We conclude that the hotel classification system adequately fulfils its function as customer ratings increase with each additional star, just as price is also related with both aspects. The main contribution of this study is that the results concern hotels from around the world comparing them with the views of customers expressed on TripAdvisor and Booking.This work has been partially funded by Ministerio de Economía y Competitividad research project TIN2015-71799-C2-2-P.Elsevier201820182016info:eu-repo/semantics/articleinfo:eu-repo/semantics/acceptedVersionhttps://doi.org/10.1016/j.jhtm.2016.06.006http://hdl.handle.net/10459.1/64696http://hdl.handle.net/10459.1/64696reponame:Recercat. Dipósit de la Recerca de Catalunyainstname:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)InglésMINECO/PN2013-2016/TIN2015-71799-C2-2-PVersió postprint del document publicat a https://doi.org/10.1016/j.jhtm.2016.06.006Journal of Hospitality and Tourism Management, 2016, vol. 29, p. 126-134cc-by-nc-nd (c) Elsevier, 2016info:eu-repo/semantics/openAccesshttp://creativecommons.org/licenses/by-nc-nd/4.0/oai:recercat.cat:10459.1/646962026-05-29T05:05:01Z
dc.title.none.fl_str_mv Are guests of the same opinion as the hotel star-rate classification system?
title Are guests of the same opinion as the hotel star-rate classification system?
spellingShingle Are guests of the same opinion as the hotel star-rate classification system?
Martín Fuentes, Eva
eWOM
Star-rate system
Room price
Hotel size
Booking
TripAdvisor
title_short Are guests of the same opinion as the hotel star-rate classification system?
title_full Are guests of the same opinion as the hotel star-rate classification system?
title_fullStr Are guests of the same opinion as the hotel star-rate classification system?
title_full_unstemmed Are guests of the same opinion as the hotel star-rate classification system?
title_sort Are guests of the same opinion as the hotel star-rate classification system?
dc.creator.none.fl_str_mv Martín Fuentes, Eva
author Martín Fuentes, Eva
author_facet Martín Fuentes, Eva
author_role author
dc.subject.none.fl_str_mv eWOM
Star-rate system
Room price
Hotel size
Booking
TripAdvisor
topic eWOM
Star-rate system
Room price
Hotel size
Booking
TripAdvisor
description Hotel classification systems have been questioned on some occasions due to the loss of credibility of stars as a quality standard and because they are sometimes subject to outdated criteria. In any case, this system allows reducing the adverse effects of asymmetric information, characterized in a market such as the hospitality industry. With a sample of more than 14,000 hotels in 100 cities around the world taken from two of the most important tourism websites as are Booking and TripAdvisor, we ascertained whether the star-rating classification system of hotels, room price, or even hotel size, match user satisfaction measured from the point of view the scores awarded by past users. The results confirm that despite the differences in criteria in implementing the hotel star-rate classification system throughout the world, a relationship does exist with user satisfaction, based on the scores awarded by former customers both on TripAdvisor and on Booking. In turn, price is related to hotel category and with satisfaction. However, the number of rooms does not influence the score awarded, although depending on the region, there is a relationship between hotel size and category. We conclude that the hotel classification system adequately fulfils its function as customer ratings increase with each additional star, just as price is also related with both aspects. The main contribution of this study is that the results concern hotels from around the world comparing them with the views of customers expressed on TripAdvisor and Booking.
publishDate 2016
dc.date.none.fl_str_mv 2016
2018
2018
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/acceptedVersion
format article
status_str acceptedVersion
dc.identifier.none.fl_str_mv https://doi.org/10.1016/j.jhtm.2016.06.006
http://hdl.handle.net/10459.1/64696
http://hdl.handle.net/10459.1/64696
url https://doi.org/10.1016/j.jhtm.2016.06.006
http://hdl.handle.net/10459.1/64696
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv MINECO/PN2013-2016/TIN2015-71799-C2-2-P
Versió postprint del document publicat a https://doi.org/10.1016/j.jhtm.2016.06.006
Journal of Hospitality and Tourism Management, 2016, vol. 29, p. 126-134
dc.rights.none.fl_str_mv cc-by-nc-nd (c) Elsevier, 2016
info:eu-repo/semantics/openAccess
http://creativecommons.org/licenses/by-nc-nd/4.0/
rights_invalid_str_mv cc-by-nc-nd (c) Elsevier, 2016
http://creativecommons.org/licenses/by-nc-nd/4.0/
eu_rights_str_mv openAccess
dc.publisher.none.fl_str_mv Elsevier
publisher.none.fl_str_mv Elsevier
dc.source.none.fl_str_mv reponame:Recercat. Dipósit de la Recerca de Catalunya
instname:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
instname_str Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
reponame_str Recercat. Dipósit de la Recerca de Catalunya
collection Recercat. Dipósit de la Recerca de Catalunya
repository.name.fl_str_mv
repository.mail.fl_str_mv
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