The Influence of Quality on eWOM: A Digital Transformation in Hotel Management

612324

Detalles Bibliográficos
Autores: Sánchez-González, Gloria, González Fernández, Ana María
Tipo de recurso: artículo
Estado:Versión publicada
Fecha de publicación:2021
País:España
Institución:Universidad Rey Juan Carlos
Repositorio:BULERIA. Repositorio Institucional de la Universidad de León
OAI Identifier:oai:buleria.unileon.es:10612/14066
Acceso en línea:https://www.frontiersin.org/articles/10.3389/fpsyg.2020.612324/full
http://hdl.handle.net/10612/14066
Access Level:acceso abierto
Palabra clave:Empresas
eWOM
Objective quality
Perceived quality
On-line comments
Digital transformation
Management
Hotel sector
id ES_54c2116bed40a88d49d2e870c1e97088
oai_identifier_str oai:buleria.unileon.es:10612/14066
network_acronym_str ES
network_name_str España
repository_id_str
spelling The Influence of Quality on eWOM: A Digital Transformation in Hotel ManagementSánchez-González, GloriaGonzález Fernández, Ana MaríaEmpresaseWOMObjective qualityPerceived qualityOn-line commentsDigital transformationManagementHotel sector612324There is no doubt that the use of Internet for purchasing products and services has constituted a crucial change in how people go about buying them. In the era of digital transformation, the possibility of accessing information provided by other users about their personal experiences has taken on more weight in the selection and buying processes. On these lines, traditional word-of-mouth (WOM) has given way to electronic word-of-mouth (eWOM), which constitutes a major social change. This behavior is particularly relevant in the services area, where potential users cannot in advance assess what is on offer. There is an abundant literature analyzing the effects of eWOM on different variables of interest in this sector. However, little is known about the factors that determine eWOM. Thus, the main objective of the present paper is to analyze the impact of two variables (objective quality and perceived quality) on eWOM. Both of them are crucial for potential customers in the process of finding hotel accommodations and they can motivate people to make such comments. The results demonstrate that these variables truly have a significant impact on whether or not users make comments on line. Moreover, it proved possible to observe certain differences according to the profile of the tourist involved and the destination where the hotel is located. In the current changing environment, this information is of great use for hotel managers in order to design strategies according to the type of guest they wish to attract.SIFrontiers Media S.A.Organizacion de EmpresaFacultad de Ciencias Economicas y Empresariales2021info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionhttps://www.frontiersin.org/articles/10.3389/fpsyg.2020.612324/fullhttp://hdl.handle.net/10612/14066reponame:BULERIA. Repositorio Institucional de la Universidad de Leóninstname:Universidad Rey Juan CarlosInglésinfo:eu-repo/semantics/openAccessoai:buleria.unileon.es:10612/140662026-06-24T12:43:27Z
dc.title.none.fl_str_mv The Influence of Quality on eWOM: A Digital Transformation in Hotel Management
title The Influence of Quality on eWOM: A Digital Transformation in Hotel Management
spellingShingle The Influence of Quality on eWOM: A Digital Transformation in Hotel Management
Sánchez-González, Gloria
Empresas
eWOM
Objective quality
Perceived quality
On-line comments
Digital transformation
Management
Hotel sector
title_short The Influence of Quality on eWOM: A Digital Transformation in Hotel Management
title_full The Influence of Quality on eWOM: A Digital Transformation in Hotel Management
title_fullStr The Influence of Quality on eWOM: A Digital Transformation in Hotel Management
title_full_unstemmed The Influence of Quality on eWOM: A Digital Transformation in Hotel Management
title_sort The Influence of Quality on eWOM: A Digital Transformation in Hotel Management
dc.creator.none.fl_str_mv Sánchez-González, Gloria
González Fernández, Ana María
author Sánchez-González, Gloria
author_facet Sánchez-González, Gloria
González Fernández, Ana María
author_role author
author2 González Fernández, Ana María
author2_role author
dc.contributor.none.fl_str_mv Organizacion de Empresa
Facultad de Ciencias Economicas y Empresariales
dc.subject.none.fl_str_mv Empresas
eWOM
Objective quality
Perceived quality
On-line comments
Digital transformation
Management
Hotel sector
topic Empresas
eWOM
Objective quality
Perceived quality
On-line comments
Digital transformation
Management
Hotel sector
description 612324
publishDate 2021
dc.date.none.fl_str_mv 2021
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.none.fl_str_mv https://www.frontiersin.org/articles/10.3389/fpsyg.2020.612324/full
http://hdl.handle.net/10612/14066
url https://www.frontiersin.org/articles/10.3389/fpsyg.2020.612324/full
http://hdl.handle.net/10612/14066
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.rights.none.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.publisher.none.fl_str_mv Frontiers Media S.A.
publisher.none.fl_str_mv Frontiers Media S.A.
dc.source.none.fl_str_mv reponame:BULERIA. Repositorio Institucional de la Universidad de León
instname:Universidad Rey Juan Carlos
instname_str Universidad Rey Juan Carlos
reponame_str BULERIA. Repositorio Institucional de la Universidad de León
collection BULERIA. Repositorio Institucional de la Universidad de León
repository.name.fl_str_mv
repository.mail.fl_str_mv
_version_ 1869408206023819264
score 15.301603

Similares en LA Referencia