The effects of experience perceptions on eWOM of U.S. hotel guests' in American and Chinese five-star hotels
Date
Authors
Major Professor
Advisor
Committee Member
Journal Title
Journal ISSN
Volume Title
Publisher
Altmetrics
Authors
Research Projects
Organizational Units
The Department of Apparel, Education Studies, and Hospitality Management provides an interdisciplinary look into areas of aesthetics, leadership, event planning, entrepreneurship, and multi-channel retailing. It consists of four majors: Apparel, Merchandising, and Design; Event Management; Family and Consumer Education and Studies; and Hospitality Management.
History
The Department of Apparel, Education Studies, and Hospitality Management was founded in 2001 from the merging of the Department of Family and Consumer Sciences Education and Studies; the Department of Textiles and Clothing, and the Department of Hotel, Restaurant and Institutional Management.
Dates of Existence
2001 - present
Related Units
- College of Human Sciences (parent college)
- Department of Family and Consumer Sciences Education and Studies (predecessor)
- Department of Hotel, Restaurant, and Institutional Management (predecessor)
- Department of Textiles and Clothing (predecessor)
- Trend Magazine (student organization)
Journal Issue
Is Version Of
Versions
Series
Department
Abstract
In the hospitality industry, advancements in information communication technology have led to an increase in online reviews written by guests. This study investigated differences in word usage of U.S. guests' electronic Word-of-Mouth (eWOM) communications regarding the different perceptions of their experiences in American and Chinese five-star hotels by analyzing the content of online reviews. It also investigated the impact eWOM had on the post-purchase behaviors of guests who wrote reviews. Content analysis was applied to collect and classify words and phrases used in the online reviews. Five American-based five-star hotel brands were selected, and five pairs of American and Chinese cities were selected, respectively, based on the five hotel brands for comparison purpose of this study. Data were collected from Tripadvisor.com and coded manually into four main categories. The results of this study revealed differences in customers' word usage that reflected their different perceptions regarding the main hotel attributes of American and Chinese properties. The results should assist American and Chinese five-star hotel management in improving the service and facilities offered to U.S. guests as well as in adapting their managerial strategies in various aspects of their properties.