The interactive effects of online reviews on the determinants of Swiss hotel performance: A neural network analysis

From a strategy perspective, the growth of social media accelerates the need for tourism organisations to constantly re-appraise their competitive strategies. This study contributes theoretically to the tourism performance literature by validating a new approach to examining the determinants of hote...

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Bibliographic Details
Published in:Tourism management (1982) 2015-10, Vol.50, p.130-141
Main Authors: Phillips, Paul, Zigan, Krystin, Santos Silva, Maria Manuela, Schegg, Roland
Format: Article
Language:English
Subjects:
Artificial neural network
Determinants of performance
Hotels and tourism
Online reviews
Switzerland
User generated content
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Summary:From a strategy perspective, the growth of social media accelerates the need for tourism organisations to constantly re-appraise their competitive strategies. This study contributes theoretically to the tourism performance literature by validating a new approach to examining the determinants of hotel performance. Drawing from and extending prior hotel determinants studies, this study uses artificial neural network model with ten input variables to investigate the relationships among user generated online reviews, hotel characteristics, and Revpar. The sample includes 235 Swiss hotels for the period 2008–2010, with 59,688 positive reviews from 69 online sources. The empirical findings reveal four hidden nodes that have a significant impact on RevPar. Three of these have negative impacts: room quality, positive regional review, hotel regional reputation, and regional room star rating has a positive impact. Further, the findings imply that there may be boundaries to reputational benefits for Swiss hotels. •We examine the determinants of Swiss hotel performance.•We use an artificial neural network model to build on prior eWOM studies.•Regional room star rating has a positive impact on RevPar.•Room quality, regional review, hotel regional reputation negatively affect RevPar.•Findings imply boundaries to reputational benefits for Swiss hotels.
ISSN:0261-5177
1879-3193
DOI:10.1016/j.tourman.2015.01.028