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Title: Identifying Value-Creating Aspects in Luxury Hotel Services via Third-Party Online Reviews: A Cross-Cultural Study
Authors: Tsiotsou, Rodoula H.
Type: Article
Subjects: FRASCATI::Social sciences
FRASCATI::Social sciences
Keywords: luxury services
value creation
online reviews
cultural differences
customer engagement
third party sites
European tourists
Issue Date: 2022
Publisher: EMERALD
Source: International Journal of Retail and Distribution Management
Volume: 50
Issue: 2
First Page: 183
Last Page: 205
Abstract: The purpose of the study is to identify critical value-creating elements of luxury services expressed in ratings and reviews posted οn third-party sites and examine cross-cultural differences. To this end, the research analyzed online ratings and reviews of luxury hotels posted on TripAdvisor from customers of four European regions (East, North, South, and West). Design/methodology/approach. Eight hundred thirty-eight online reviews and ratings of luxury hotels were analyzed quantitatively using MANOVA and qualitatively using text analysis. Findings. The study findings support a) that product and physical evidence are the most critical experiential elements of luxury hotels' offerings and b) cultural differences among tourists from various regions of Europe in their hotel ratings and reviews. Specifically, Eastern and Northern Europeans are more generous in their review ratings than Western and Southern Europeans. Moreover, Eastern Europeans value the hotel's physical evidence/environment whereas Western Europeans prioritize the core product (room and food) followed by the physical environment/servicescape. Southern Europeans and Northern Europeans value most the personnel, followed by the physical environment and the core product, respectively.
Appears in Collections:Department of Business Administration

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