How Consumers Evaluate Hotels - Insights from Consumer Online Reviews

摘要

With the rise of social media such as blogs and social networks, these interpersonal communication expressed by online reviews has become more and more important as an influential source of information both for the managers and consumers. In-depth purchasing related information is made available to markers. Now we can utilize this new source of information to understand how consumers evaluate hotels. In this paper we not only examine the contents of attributes of hotels consumers value when they stay but also attempted to categorize a number of key areas by the level of importance as measured from consumers' online reviews also. Moreover, the means-end chain theory was used as a theoretical framework to analyze the attributes of the hotels with the dimensions of the key areas in evaluating hotel qualities.