A cross-country comparison of accommodation manager perspectives on online review manipulation

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dc.citation.issue14
dc.citation.volume22
dc.contributor.authorGössling S
dc.contributor.authorZeiss H
dc.contributor.authorHall CM
dc.contributor.authorMartin-Rios C
dc.contributor.authorRam Y
dc.contributor.authorGrøtte I-P
dc.date.accessioned2025-08-06T02:17:41Z
dc.date.available2025-08-06T02:17:41Z
dc.date.issued2019-08-27
dc.description.abstractAccommodation businesses are increasingly dependent on a limited number of reservation platforms. A significant feature of these platforms is guest evaluations, which are transformed into ratings and rankings. As the positioning of the business in comparison to competitors determines customer demand, accommodation managers have considerable interest in maintaining or improving their online reputation. One response may be to engage in manipulation strategies. This paper presents the results of a survey including 270 hotel managers in five countries, Germany, Israel, Norway, Sweden and Switzerland. Managers confirm growing competition as a result of ratings and rankings, and they report that guests are increasingly aware of the importance of reviews. To avert negative online feedback impacts, managers intervene strategically. The paper discusses new market pressures, emergent consumer judgement culture and consumer citizenship, opportunities for legal redress and the emerging importance of reputation management strategies.
dc.description.confidentialfalse
dc.format.pagination1744-1763
dc.identifier.citationGössling S, Zeiss H, Hall CM, Martin-Rios C, Ram Y, Grøtte IP. (2019). A cross-country comparison of accommodation manager perspectives on online review manipulation. Current Issues in Tourism. 22. 14. (pp. 1744-1763).
dc.identifier.doi10.1080/13683500.2018.1455171
dc.identifier.eissn1747-7603
dc.identifier.elements-typejournal-article
dc.identifier.issn1368-3500
dc.identifier.urihttps://mro.massey.ac.nz/handle/10179/73302
dc.languageEnglish
dc.publisherTaylor and Francis Group
dc.publisher.urihttps://www.tandfonline.com/doi/full/10.1080/13683500.2018.1455171
dc.relation.isPartOfCurrent Issues in Tourism
dc.rights(c) The author/sen
dc.rights.licenseCC BY-NC-NDen
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/en
dc.subjectConsumer citizenship
dc.subjecthotels
dc.subjectmanipulation
dc.subjectonline reviews
dc.subjectratings
dc.subjectrankings
dc.titleA cross-country comparison of accommodation manager perspectives on online review manipulation
dc.typeJournal article
pubs.elements-id502467
pubs.organisational-groupOther
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