Background: The great majority of travellers read online reviews before selecting a hotel. Showcasing how big of a role online customer reviews (OCR) play in the consumer decision-making process. Apart from potential financial gains, reviews also help to indicate the areas that performed excellently and those that still need to be improved. However, only a part of hotel visitors actually leave an online review after a hotel stay indicating that there is still room for increasing the amount of OCR left to boost hotel performance and drive sales. Purpose: The purpose of this research is to explore how hotel managers work with OCR and provide recommendations on how they can incorporate it into their business successfully. Method: This study follows a qualitative research approach by conducting semi-structured interviews with five hotel managers and a CEO from a ratings and review agency. Conclusion: The study found that although all hotels use OCR to some extent, chain hotels often apply more advanced strategies. This study identified several strategies that could be adopted to increase the amount of online reviews. For instance, by developing omnichannel to make the customer experience seamless, offer them easy feedback tools, and the possibility to give short reviews. This is in addition to offering the option for guests to choose if they want to share longer and deeper feedback afterwards. Also, it is important to research when it is most convenient for hotel guests to leave a review. This would be either straight after the hotel stay or a few days later. Overall, it is important to develop good customer relationship management to improve customer satisfaction, but at the same time have a well-developed service failure system in case something negative is indicated in the review.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:hj-64460 |
| Date | January 2024 |
| Creators | Halvorsen, Ada, Hibic, Emina, Placina, Agneta |
| Publisher | Jönköping University, Internationella Handelshögskolan |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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