دانلود مقاله ISI انگلیسی شماره 109814
ترجمه فارسی عنوان مقاله

مدل سازی بی اعتمادی مصرف کنندگان از بررسی آنلاین هتل ها

عنوان انگلیسی
Modeling consumer distrust of online hotel reviews
کد مقاله سال انتشار تعداد صفحات مقاله انگلیسی
109814 2018 14 صفحه PDF
منبع

Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)

Journal : International Journal of Hospitality Management, Volume 71, April 2018, Pages 77-90

ترجمه کلمات کلیدی
بی اعتمادی، بررسی هتل، وب سایت های سفر مهمان نوازی، شکست خدمات شناسایی، کلام دهان،
کلمات کلیدی انگلیسی
Distrust; Hotel reviews; Travel websites; Hospitality; Service failure; Attribution; Word-of-mouth;
پیش نمایش مقاله
پیش نمایش مقاله  مدل سازی بی اعتمادی مصرف کنندگان از بررسی آنلاین هتل ها

چکیده انگلیسی

The online reviews literature has tended to focus on exploring perspectives such as the recipient’s attitude, reviews’ message-based factors, reviews’ trustworthiness, and hotel sales. But research fails to address the underlying processes of consumer distrust of online hotel reviews. Based on a rich stream of literature, this study offers a hierarchical-influence model of consumer distrust of online hotel reviews after a hotel service failure. The research model considers how consumers are influenced by two particular attributes of reviewers, how reviewers make attributions following a service failure, and the relational outcomes of distrust. After applying the model to hospitality consumers in China, we find that the reviewer attributes of fake identity and ulterior motivation directly influence distrust, which further leads to consumers’ psychological discomfort and engagement in negative electronic word-of-mouth. Surprisingly, psychological discomfort positively affects repeat purchase intentions. Service failure attribution positively moderates the relationship between reviewer attributes and distrust. We discuss the theoretical and managerial implications of our study and close by acknowledging the research limitations. Future research directions to tourism and hospitality scholars are also provided.