With the aim of enhancing their online reputation, several hospitality businesses have started soliciting their guests to write online reviews. Available studies have not yet evaluated the effects of this strategy. To fill this knowledge gap, this study draws on the theory of psychological reactance and investigates guests’ attitudinal and behavioral reactions to received solicitations. Evidence collected from a sample of Italian travelers indicates that soliciting reviews has both benefits and drawbacks: It increases the number of reviews for the business, but it also irritates a significant share of guests. Particularly high levels of irritation arise when a business explicitly asks its guests to write positive reviews. The implications of these findings for the reputation management strategy of hospitality businesses are discussed.

(2018). "Please write a (great) online review for my hotel!" Guests’ reactions to solicited reviews [journal article - articolo]. In JOURNAL OF VACATION MARKETING. Retrieved from http://hdl.handle.net/10446/117422

"Please write a (great) online review for my hotel!" Guests’ reactions to solicited reviews

Magno, Francesca;Bruni, Attilio
2018-01-01

Abstract

With the aim of enhancing their online reputation, several hospitality businesses have started soliciting their guests to write online reviews. Available studies have not yet evaluated the effects of this strategy. To fill this knowledge gap, this study draws on the theory of psychological reactance and investigates guests’ attitudinal and behavioral reactions to received solicitations. Evidence collected from a sample of Italian travelers indicates that soliciting reviews has both benefits and drawbacks: It increases the number of reviews for the business, but it also irritates a significant share of guests. Particularly high levels of irritation arise when a business explicitly asks its guests to write positive reviews. The implications of these findings for the reputation management strategy of hospitality businesses are discussed.
articolo
2018
Magno, Francesca; Cassia, Fabio; Bruni, Attilio
(2018). "Please write a (great) online review for my hotel!" Guests’ reactions to solicited reviews [journal article - articolo]. In JOURNAL OF VACATION MARKETING. Retrieved from http://hdl.handle.net/10446/117422
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/10446/117422
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