Word-of-Mouth Amplified - An Exploration of Hotel Customer Feedback Websites

The tourism industry has been one of the industries that have been active in online promotion since the start of the Internet

Petra Bouvain; Matthias Muskat; Birgit Muskat

2011

Key concepts

Scholarcy highlights

  • The tourism industry has been one of the industries that have been active in online promotion since the start of the Internet
  • Most hotels have a website that promotes their property and provides information about the amenities that are offered, in most cases augmented by the display of photos, downloadable brochures and videos
  • Customers have relied on the information provided by hotels and some reviews by third parties such as travel guidebooks

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