Credibility of online reviews and initial online trust in hotel services: the roles of similarity and review quality
As a new type of word-of-mouth media, online hotel review sites have a significant role in travelers’ decision making. Despite of growing popularity and adoption among travelers, online reviews are often questioned for their credibility. The purpose of this study is to investigate how review quality...
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| Other Authors: | |
| Format: | Conference Paper |
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Australian and New Zealand Marketing Academy
2011
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| Subjects: | |
| Online Access: | http://hdl.handle.net/20.500.11937/18977 |
| _version_ | 1848749901906706432 |
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| author | Kusumasondjaja, Sony Shanka, Tekle Marchegiani, Chris |
| author2 | Dale Sanders |
| author_facet | Dale Sanders Kusumasondjaja, Sony Shanka, Tekle Marchegiani, Chris |
| author_sort | Kusumasondjaja, Sony |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | As a new type of word-of-mouth media, online hotel review sites have a significant role in travelers’ decision making. Despite of growing popularity and adoption among travelers, online reviews are often questioned for their credibility. The purpose of this study is to investigate how review quality and perceived similarity affect travelers’ perception of credibility of the reviews and their initial trust in the hotel being reviewed. A survey involving 430 real travelers from 16 countries was conducted in popular tourist destination. Results confirm that (1) review quality affects credibility and initial trust in hotel services; (2) similarity affects credibility and initial trust in hotel services; (3) credibility of online reviews affects initial trust in hotel services. |
| first_indexed | 2025-11-14T07:28:18Z |
| format | Conference Paper |
| id | curtin-20.500.11937-18977 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T07:28:18Z |
| publishDate | 2011 |
| publisher | Australian and New Zealand Marketing Academy |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-189772023-01-27T05:26:31Z Credibility of online reviews and initial online trust in hotel services: the roles of similarity and review quality Kusumasondjaja, Sony Shanka, Tekle Marchegiani, Chris Dale Sanders Kate Mizerski credibility travel marketing trust similarity online review As a new type of word-of-mouth media, online hotel review sites have a significant role in travelers’ decision making. Despite of growing popularity and adoption among travelers, online reviews are often questioned for their credibility. The purpose of this study is to investigate how review quality and perceived similarity affect travelers’ perception of credibility of the reviews and their initial trust in the hotel being reviewed. A survey involving 430 real travelers from 16 countries was conducted in popular tourist destination. Results confirm that (1) review quality affects credibility and initial trust in hotel services; (2) similarity affects credibility and initial trust in hotel services; (3) credibility of online reviews affects initial trust in hotel services. 2011 Conference Paper http://hdl.handle.net/20.500.11937/18977 Australian and New Zealand Marketing Academy fulltext |
| spellingShingle | credibility travel marketing trust similarity online review Kusumasondjaja, Sony Shanka, Tekle Marchegiani, Chris Credibility of online reviews and initial online trust in hotel services: the roles of similarity and review quality |
| title | Credibility of online reviews and initial online trust in hotel services: the roles of similarity and review quality |
| title_full | Credibility of online reviews and initial online trust in hotel services: the roles of similarity and review quality |
| title_fullStr | Credibility of online reviews and initial online trust in hotel services: the roles of similarity and review quality |
| title_full_unstemmed | Credibility of online reviews and initial online trust in hotel services: the roles of similarity and review quality |
| title_short | Credibility of online reviews and initial online trust in hotel services: the roles of similarity and review quality |
| title_sort | credibility of online reviews and initial online trust in hotel services: the roles of similarity and review quality |
| topic | credibility travel marketing trust similarity online review |
| url | http://hdl.handle.net/20.500.11937/18977 |