Web reputation and performance measurement systems in the hotel industry: An exploratory study in Italy

Titolo Rivista MANAGEMENT CONTROL
Autori/Curatori Selena Aureli, Enrico Supino
Anno di pubblicazione 2015 Fascicolo 2015/2
Lingua Inglese Numero pagine 24 P. 41-64 Dimensione file 141 KB
DOI 10.3280/MACO2015-002003
Il DOI è il codice a barre della proprietà intellettuale: per saperne di più clicca qui

Qui sotto puoi vedere in anteprima la prima pagina di questo articolo.

Se questo articolo ti interessa, lo puoi acquistare (e scaricare in formato pdf) seguendo le facili indicazioni per acquistare il download credit. Acquista Download Credits per scaricare questo Articolo in formato PDF

Anteprima articolo

FrancoAngeli è membro della Publishers International Linking Association, Inc (PILA)associazione indipendente e non profit per facilitare (attraverso i servizi tecnologici implementati da CrossRef.org) l’accesso degli studiosi ai contenuti digitali nelle pubblicazioni professionali e scientifiche

This research, which focuses on web reputation in the hotel industry, aims to understand hotel managers’ practices in monitoring travellers’ opinions disclosed on travel websites and online travel agencies. Results from a web survey administered to Italian hotel managers and owners highlight the great importance attributed to web reputation and describe the type and frequency of controls as well as how the information collected from the Internet is used to support performance evaluation and managers’ decision-making.

Keywords:Web reputation, online reviews, intangibles, online room booking channels, decision making, User Generated Content (UGC)

  1. CruzI. (2007), How might hospitality organizations optimize their performance measurements ystems?, International Journal of Contemporary Hospitality Management, 19, 7, pp.574-88
  2. Assimakopoulos C., Papaioannou E., Sarmaniotis C., Georgiadis C.K. (2014), Online reviews as a feedback mechanism for hotel CRM systems, Anatolia: An International Journal of Tourism and Hospitality Research. DOI: 10.1080/13032917.2014.933707
  3. Atkinson H., Brander, Brown J. (2001), Rethinking performance measures: assessing progress in UK hotels, International Journal of Contemporary Hospitality Management, 13, 3, pp. 128-35. DOI: 10.1108/09596110110388918
  4. Aureli, S., Medei, R., Supino, E., Travaglini, C. (2013), Online review contents and their impact on three and four-star hotel reservations: some evidence in Italy, In: Xiang, Z., Tussyadiah, L. (2013), Information and Communication Technologies in Tourism 2014-Proceedings of the International Conference in Dublin, Ireland, January 21-24, 2014, Vienna, Springer.
  5. Azzali S., Mazza T. (2011), La valutazione degli Information Technology Control nell’ambito dei sistemi di controllo interno: i risultati di una ricerca empirica, Management Control, 3, pp. 91-118. DOI: 10.3280/MACO2011-003005
  6. Bastakis C., Buhalis D., Butler R. (2004), The perception of small and medium sized tourism accommodation providers on the impacts of the tour operators’ power in Eastern Mediterranean, Tourism Management, 25, 2, pp. 151-170.
  7. Boon E., Bonera M., Bigi A. (2013), Measuring Hotel Service Quality from Online Consumer Reviews: A Proposed Method. In: Xiang Z., Tussyadiah L. (2013), Information and Communication Technologies in Tourism 2014- Proceedings of the International Conference in Dublin, Ireland, January 21-24, 2014, Vienna, Springer.
  8. Brander-Brown J., McDonnell B. (1995), The balanced scorecard: short-term guest or longterm resident?, International Journal of Contemporary Hospitality Management, 7, 2/3, pp.7-11. DOI: 10.1108/09596119510146751
  9. Chan N.L., Guillet B.D. (2011), Investigation of Social Media Marketing: How Does the Hotel Industry in Hong Kong Perform in Marketing on Social Media Websites?, Journal of Travel & Tourism Marketing, 28, pp. 345-368.
  10. Chiucchi M.S., Gatti M., Marasca S. (2012), The relationship between management accounting systems and ERP systems in a medium-sized firm: a bidirectional perspective, Management Control, Special Issue 3, pp. 39-60. DOI: 10.3280/MACO2013-SU3003
  11. Christou E. (2003), Guest loyalty likelihood in relation to hotels. Corporate image and reputation: a study of three countries in Europe, Journal of Hospitality and Leisure Marketing, 10, 3/4, pp. 85-99. DOI: 10.1300/J150v10n03_05.
  12. Del Chiappa G. (2012), Internet e user generated content: ruolo e influenza nei processi di scelta dei prodotti turistico-alberghieri in Messina S. and Santamato V., Esperienze e casi di turismo sostenibile, Milano, FrancoAngeli.
  13. Denton G.A., White B. (2000), Implementing a balanced scorecard approach to managing hotel operations: the case of white lodging services, Cornell Hotel and Restaurant Administration Quarterly, 41, 1, pp. 94-107. DOI: 10.1177/001088040004100127
  14. Dorana M.S., Haddadb K., Chowc C.W. (2002), Maximizing the Success of Balanced Scorecard Implementation in the Hospitality Industry, International Journal of Hospitality & Tourism Administration, 3, 3, pp. 33-58.
  15. Dube L., Renaghan L.M. (2000), Marketing your hotel to and through intermediaries, Cornell Hotel and Restaurant Administration Quarterly, 41, 1, pp. 73-83.
  16. Eberl M., Schwaiger M. (2005), Corporate reputation: disentangling the effects on financial performance, European Journal of Marketing, 39, 7/8, pp. 838-854. DOI: 10.1108/03090560510601798
  17. Edvinsson L., Malone M. (1997), Intellectual capital: Realising your company’s true value by finding its hidden brain-power, New York, Harper Collins.
  18. Erdem M., Cobanoglub C. (2010), The Impact of Consumer-Generated Media and Social Networking in Hospitality: The Implications for Consumers and Hospitality Managers, Journal of Hospitality Marketing & Management, 19, 7, pp. 697-699.
  19. Evans N. (2005), Assessing the balanced scorecard as management toll for hotels, International Journal of Hospitality Management, 17, 5, pp. 376-90.
  20. Fox J. (2005), The R Commander: A Basic Statistics Graphical User Interface to R, Journal of Statistical Software, 14, 9, pp. 1-42.
  21. Gotsi M., Wilson A.M. (2001), Corporate Reputation: seeking a definition, Corporate Communications: An International Journal, 6, 1, pp. 24-30.
  22. Harris P., Mongiello M. (2001), Key performance indicators in European hotel properties: general managers’ choices and company profiles, International Journal of Contemporary Hospitality Management, 13, 3, pp. 120-127.
  23. Husson, F., Josse, J., Le, S., Mazet, J. (2014), FactoMineR: Multivariate Exploratory Data Analysis and Data Mining with R. R package version 1.26. Retrieved from: http://CRAN.R-project.org/package=FactoMineR,
  24. Ittner C.D. (2008), Does measuring intangibles for management purposes improve performance? A review of the evidence, Accounting and Business Research, 38, 3, pp. 261-272. DOI: 10.1080/00014788.2008.9663338
  25. Jeacle I., Carter C. (2011), In TripAdvisor we trust: Rankings, calculative regimes and abstract systems, Accounting, Organizations and Society, 36, pp. 293-309. DOI: 10.1016/j.aos.2011.04.002
  26. Jeong M., Jeon M.M. (2008), Customer reviews of hotel experiences through consumer generated media (CGM), Journal of Hospitality & Leisure Marketing, 17, 1-2, pp. 121-137.
  27. Kaplan A.M., Haenlein M. (2010), Users of the world, unite! the challenges and opportunities of social media, Business Horizons, 53, 1, pp. 59-68.
  28. Kaplan R.S., Norton D.P. (1992), The Balanced Scorecard – measures that drive performance, Harvard Business Review, 70, 1, pp. 71-90.
  29. Kaplan R.S., Norton D.P. (1996), Using the Balanced Scorecard as a Strategic Management System, Harvard Business Review, January-February, pp. 75-85. Kasavana M.L., Nusair K., Teodosic K. (2010), Online social networking: Redefining the human web, Journal of Hospitality and Tourism Technology, 1, 1, pp. 68-82. DOI: 10.1108/17579881011023025
  30. Krambia-Kapardis M., Thomas A. (2006), Hospitality industry in Cyprus: the significance of intangibles, International Journal of Contemporary Hospitality Management, 18, 1, pp. 6-24. DOI: 10.1108/09596110610641948
  31. Lamboglia R., D’Onza G. (2013), Un modello di gestione del rischio reputazionale. Dall’identificazione al fronteggiamento, Management Control, 3, pp. 7-34. DOI: 10.3280/MACO2013-003002
  32. Lanz L., Fischhof B., Lee R. (2010), How are Hotels Embracing Social Media in 2010? Examples of How to Start Engaging, New York: HVS Sales and Marketing Services, June, 2010. Retrieved from: http://www.hvs.com/staticcontent/library/nyu2010/ Lastaccess: May, 8, 2014.
  33. Lee J., Roh J.J. (2012), Revisiting corporate reputation and firm performance link, Benchmarking: An International Journal, 19, 4/5, pp. 649-664.
  34. Levy S., Duan W., Boo S. (2013), An Analysis of One-Star Online Reviews and Responses in the Washington, D.C., Lodging Market, Cornell Hospitality Quarterly, 54, 1, pp. 49-63. DOI: 10.1177/1938965512464513
  35. Litvin S.W., Goldsmith R.E., Pan B. (2008), Electronic word-of-mouth in hospitality and tourism management, Tourism management, 29, 3, pp. 458-468.
  36. Mohobbot A. (2004), The Balanced Scorecard (BSC) – A critical analysis, Journal of humanities and social science, 18, pp. 219-232.
  37. Neely A., Bourne M. (2000), Why measurement initiatives fail, Measuring Business Excellence, 4, 4, pp. 3-6. DOI: 10.1108/13683040010362283
  38. Noone B.M., McGuire K.A., Rohlfs K.V. (2011), Social media meets hotel revenue management: Opportunities, issues and unanswered questions, Journal of Revenue and Pricing Management, 10, 4, pp. 293-305.
  39. Norreklit H. (2000), The balance on the balanced scorecard – a critical analysis of some of its assumptions, Management Accounting Research, 11, 1, pp. 65-88.
  40. O'Connor P. (2010), Managing a hotel's image on TripAdvisor, Journal of Hospitality Marketing & Management, 19, 7, pp. 754-772. DOI: 10.1080/19368623.2010.508007
  41. Park S.Y., Allen J.P. (2013), Responding to online reviews: Approaches to problem-solving and engagement in hotels, Cornell Hospitality Quarterly, 54, 1, p. 64-73.
  42. Pencarelli T., Cioppi M., Forlani F. (2015), Web 2.0 e turismo: nuovo paradigma di marketing o semplice revisione dei canali e delle tecniche di comunicazione?, Piccola Impresa/Small Business (forthcoming).
  43. Pesonen J., Mikkonen J., Makkonen M., Honkanen A. (2013), Barriers Affecting Social Media Adoption in Finnish Tourism Businesses. In: Xiang Z., Tussyadiah L. (2013),
  44. Information and Communication Technologies in Tourism 2014- Proceedings of the International Conference in Dublin, Ireland, January 21-24, 2014, Vienna, Springer.
  45. Phillips P.A. (2007), The Balanced Scorecard and Strategic Control: A Hotel Case Study Analysis, The Service Industries Journal, 27, 6, pp. 731-746.
  46. Roberts P.W., Dowling G.R. (2002), Corporate reputation and sustained superior financial performance, Strategic Management Journal, 23, 12, pp. 1077-1093.
  47. Schmunk S., Höpken W., Fuchs M., Lexhagen M. (2013), Sentiment Analysis: Extracting Decision-Relevant Knowledge from UGC. In: Xiang Z., Tussyadiah L. (2013), Information and Communication Technologies in Tourism 2014- Proceedings of the International Conference in Dublin, Ireland, January 21-24, 2014, Vienna, Springer. Silvi R., Bartolini M., Raffoni A., Visani F. (2011), Business Performance Analytics: il valore emergente nei sistemi di management accounting, Management Control, 3, pp. 17-37. DOI: 10.3280/MACO2011-003002
  48. Stewart T.A. (1997), Intellectual capital. The new wealth of organization, New York, Doubleday.
  49. Sveby K.E. (1997), The new organizational wealth. Managing and measuring knowledgebased assets, San Francisco, Berret-Koehler Publishers.
  50. Torres E.N., Adler H., Lehto X., Behnke C., Miao L. (2013), One experience and multiple reviews: the case of upscale hotels, Tourism Review, 68, 3, pp. 3-20.
  51. Touminen P. (2011), The Influence of TripAdvisor Consumer-Generated Travel Reviews on Hotel Performance. University of Hertfordshire Business School Working Paper. Presented at the 19th annual conference of ‘Frontiers in Service’. Retrieved from: http://uhra.herts.ac.uk/handle/2299/7612 Last access: June 2013.
  52. Vassilikopoulou A., Siomkos G., Chatzipanagiotou K., Triantafillidou A. (2009), Hotels on fire: investigating consumers’ responses and perceptions, International Journal of Contemporary Hospitality Management, 21, 7, pp. 791-815. DOI: 10.1108/09596110910985296
  53. WTTC (2014), Travel & Tourism. Economic Impact 2014 – Italy, World Travel & Tourism Council.
  54. Xiang Z., Gretzel U. (2010), Role of social media in online travel information search, Tourism management, 31, 2, pp. 179-188.
  55. Yoo, K., Gretzel, U. (2009), Comparison of deceptive and truthful travel reviews, In: Höpken, W., Gretzel, U., Law, R. (Eds), Information and communication technologies in tourism, Proceedings of the International Conference in Amsterdam, The Netherlands, 2009 Vienna, Springer.
  56. Zifaro M. (2012), Strumenti tecnologici a supporto del business delle strutture ricettive: possibilità e limiti nei sistemi complessi dell’ospitalità, paper presented at the IX Conference of the Italian Chapter of AIS ‘Organization change and Information Systems: Working and living together in new ways, September, 28 and 29, 2012, Rome, Italy.
  57. Zigan K, Zeglat D. (2010), Intangible resources in performance measurement systems of the hotel industry, Facilities, 28, 13/14, pp. 597-610. DOI: 10.1108/02632771011083667

  • Online Reputation Monitoring: An Exploratory Study on Italian Hotel Managers’ Practices Selena Aureli, Enrico Supino, in International Journal of Hospitality & Tourism Administration /2017 pp.84
    DOI: 10.1080/15256480.2016.1264903

Selena Aureli, Enrico Supino, Web reputation and performance measurement systems in the hotel industry: An exploratory study in Italy in "MANAGEMENT CONTROL" 2/2015, pp 41-64, DOI: 10.3280/MACO2015-002003