@inproceedings{dd15e6317aa04639bcbfa0c1684acf5a,
title = "The Impact of Reviews and Average Rating on Hotel-Booking-Intention: A Qualitative Study",
abstract = "User-generated information types (ratings and reviews) are highly used when booking hotel rooms on Online Travel Agency (OTA) websites. The impact of user-generated information on decision-making is often investigated through quantitative research, thereby not examining in depth how and why travelers use this information. This paper therefore presents a qualitative study conducted to achieve a deeper understanding. We investigated the use of reviews and average rating in a hotel-booking-context through a laboratory experiment, which involved a task of examining a hotel on a pre-designed OTA website followed by an interview. We processed the data from the interview, and the analysis resulted in a model generalizing the use of reviews and average rating in the deliberation phase of a hotel-booking. The findings are overall consistent with related research. Yet, beyond this, the qualitative approach has given some deep insights that expand the knowledge in the field.",
keywords = "Hotel-booking · Decision-making · Review · Rating · User-generated information · eWOM · Qualitative research",
author = "Buus, {Line Thomassen} and Jensen, {Charlotte Thodberg} and Jessen, {Anne Mette Karn{\o}e} and J{\o}rgensen, {Lotte Ishoy} and Laursen, {Jeanette K{\o}lb{\ae}k} and Larsen, {Lars Bo}",
year = "2016",
month = jul,
day = "15",
doi = "10.1007/978-3-319-41947-3_30",
language = "English",
isbn = "978-3-319-41946-6",
series = "Advances in Intelligent Systems and Computing",
publisher = "Springer Publishing Company",
pages = "319--331",
editor = "Ahram, {Tareq Z.} and Waldemar Karwowski",
booktitle = "Advances in The Human Side of Service Engineering",
address = "United States",
note = "AHFE 2016 International Conference on The Human Side of Service Engineering ; Conference date: 27-07-2016 Through 31-07-2016",
}