Keywords

Details

Category:

Articles

Type:

artykuły w czasopismach

Published in:

Central European Management Journal no. 27, pages 2 - 27,
ISSN: 2658-0845

Language:

English

Publication year:

2019

Bibliographic description:

Brzozowska-Woś M., Schivinski B.: The Effect of Online Reviews on Consumer-Based Brand Equity: Case-Study of the Polish Restaurant Sector// Journal of Management and Business Administration. Central Europe -Vol. 27,iss. 3 (2019), s.2-27

DOI:

Digital Object Identifier (open in new tab) 10.7206/cemj.2658-0845.1

Bibliography: test

1. Aaker, D.A. (1991). Managing Brand Equity. New York: Maxweel Macmillan-Canada.
2. Aaker, D.A. (1992). The value of brand equity. Journal of Business Strategy, 13(4), 27-32, http://dx.doi.org/10.1108/eb039503. open in new tab
3. Aaker, D.A. and Keller, K.L. (1990). Consumer evaluations of brand extensions. Journal of Market- ing, 54(1), 27-41, http://dx.doi.org/10.1177/002224299005400102. open in new tab
4. Aaker, D.A. and McLoughlin, D. (2009). Strategic market management: global perspectives. John Wiley & Sons.
5. Ahmad, S.Z., Ahmad, N. and Bakar, A.R.A. (2018). Reflections of entrepreneurs of small and medi- um-sized enterprises concerning the adoption of social media and its impact on performance outcomes: Evidence from the UAE. Telematics and Informatics, 35(1), 6-17, https://doi.org/10.1016/j.tele.2017.09.006. open in new tab
6. Álvarez-García, J., del Carmen Cortés-Domínguez, M., del Río, M.D.L.C. and Simonetti, B. (2019). Influence of brand equity on the behavioral attitudes of customers: Spanish Tourist Paradores. Quality & Quantity, 1-27. open in new tab
7. Anderson, E.W. (1998). Customer satisfaction and word of mouth. Journal of Service Research, 1(1), 5-17, http://dx.doi.org/10.1177/109467059800100102. open in new tab
8. Bagozzi, R.P. and Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94. open in new tab
9. Bambauer-Sachse, S. and Mangold, S. (2011). Brand equity dilution through negative online word- of-mouth communication. Journal of Retailing and Consumer Services, 18(1), 38-45, http://dx.doi.org/10.1016/j.jretconser.2010.09.003. open in new tab
10. Banerjee, S., Bhattacharyya, S. and Bose, I. (2017). Whose online reviews to trust? Understanding reviewer trustworthiness and its impact on business. Decision Support Systems, 96, 17-26, https://doi.org/10.1016/j.dss.2017.01.006. open in new tab
11. Bartosik-Purgat, M. (2018). International Contexts of Social Media and e-WoM Communication in the Customer Decision-Making Process. Journal of Management and Business Administration. Central Europe, 26(2), 16-33, http://dx.doi.org/10.7206/jmba.ce.2450-7814.226. open in new tab
12. Magdalena Brzozowska-Woś, Bruno Schivinski Berezina, K., Bilgihan, A., Cobanoglu, C. and Okumus, F. (2016). Understanding satisfied and dissa- tisfied hotel customers: text mining of online hotel reviews. Journal of Hospitality Marketing & Management, 25(1), 1-24, https://doi.org/10.1080/19368623.2015.983631. open in new tab
13. Berry, L.L. (1980). Services marketing is different. Business, 30(3), 24-29. open in new tab
14. Bhandari, M. and Rodgers, S. (2018). What does the brand say? Effects of brand feedback to negative eWOM on brand trust and purchase intentions. International Journal of Advertising, 37(1), 125-141, https://doi.org/10.1080/02650487.2017.1349030. open in new tab
15. Bilgihan, A., Seo, S. and Choi, J. (2018). Identifying restaurant satisfiers and dissatisfiers: Suggestions from online reviews. Journal of Hospitality Marketing & Management, 27(5), 601-625, https://doi.org/10.1080/19368623.2018.1396275. open in new tab
16. Bruhn, M. and Schnebelen, S. (2017). Integrated marketing communication-from an instrumental to a customer-centric perspective. European Journal of Marketing, 51(3), 464-489, https://doi.org/10.1108/EJM-08-2015-0591. open in new tab
17. Bruhn, M., Schoenmueller, V. and Schäfer, D.B. (2012). Are social media replacing traditional media in terms of brand equity creation? Management Research Review, 35(9), 770-790, http://dx.doi.org/10.1108/01409171211255948. open in new tab
18. Brzozowska-Woś, M. (2018). The effects of perceived risk, brand value, and brand trust on eWOM. Handel Wewnętrzny, 6, 95-109.
19. Brzozowska-Woś, M. and Schivinski, B. (2017). Zaufanie do marek jako mediator pomiędzy postrze- ganym ryzykiem i skłonnością do elektronicznego word-of-mouth. Handel Wewnętrzny, 5, 72-81.
20. Chatzipanagiotou, K., Christodoulides, G. and Veloutsou, C. (2019). Managing the consumer-based brand equity process: A cross-cultural perspective. International Business Review, 28(2), 328-343, https://doi.org/10.1016/j.ibusrev.2018.10.005. open in new tab
21. Chen, C.C. and Chang, Y.C. (2018). What drives purchase intention on Airbnb? Perspectives of consumer reviews, information quality, and media richness. Telematics and Informatics, 35(5), 1512-1523, https://doi.org/10.1016/j.tele.2018.03.019. open in new tab
22. Cheung, C. and Thadani, D. (2012). The impact of electronic word-of-mouth communication: A litera- ture analysis and integrative model. Decision Support Systems, 54(1), https://doi.org/10.1016/j.dss.2012.06.008. open in new tab
23. Chong, A.Y.L., Li, B., Ngai, E. W., Ch'ng, E. and Lee, F. (2016). Predicting online product sales via online reviews, sentiments, and promotion strategies: A big data architecture and neural network approach. International Journal of Operations & Production Management, 36(4), 358-383. open in new tab
24. Christodoulides, G. and De Chernatony, L. (2010). Consumer-based brand equity conceptualization and measurement: A literature review. International Journal of Research in Marketing, 52(1), 43-66, http://doi.org/10.2501/S1470785310201053. open in new tab
25. Christodoulides, G., Cadogan, J.W. and Veloutsou, C. (2015). Consumer-based brand equity measu- rement: lessons learned from an international study. International Marketing Review, 32(3/4), 307-328, http://dx.doi.org/10.1108/IMR-10-2013-0242. open in new tab
26. Clemons, E.K. (2019). Online Brand Ambassadors and Online Brand Assassins: Master the New Role of the Chief Perception Officer. In: New Patterns of Power and Profit. Palgrave Macmillan, Cham. open in new tab
27. Cobb-Walgren, C.J., Ruble, C.A. and Donthu, N. (1995). Brand equity, brand preference, and purchase intent. Journal of Advertising, 24(3), 25-40, https://doi.org/10.1080/00913367.1995.10673481. open in new tab
28. Craig, C.S., Greene, W.H. and Versaci, A. (2015). E-word of mouth: Early predictor of audience engagement: How pre-release "e-WOM" drives box-office outcomes of movies. Journal of Advertis- ing Research, 55(1), 62-72, https://doi.org/10.2501 / JAR-55-1-062-072. open in new tab
29. Cui, G., Lui, H.K. and Guo, X. (2012). The effect of online consumer reviews on new product sales. International Journal of Electronic Commerce, 17(1), 39-58, http://dx.doi.org/10.2753/JEC1086-4415170102. open in new tab
30. DeAndrea, D.C., Van Der Heide, B., Vendemia, M.A. and Vang, M.H. (2018). How people evaluate online reviews. Communication Research, 45(5), 719-736, https://doi.org/10.1177%2F0093650215573862. open in new tab
31. El-Baz, B.E.S., Elseidi, R.I. and El-Maniaway, A.M. (2018). Influence of Electronic Word of Mouth (e-WOM) on Brand Credibility and Egyptian Consumers' Purchase Intentions. International Journal of Online Marketing (IJOM), 8(4), 1-14, https://doi.org/10.4018 / IJOM.2018100101. open in new tab
32. Ettinger, A., Grabner-Kräuter, S. and Terlutter, R. (2018). Online CSR communication in the hotel industry: Evidence from small hotels. International Journal of Hospitality Management, 68, 94-104, https://doi.org/10.1016/j.ijhm.2017.09.002. open in new tab
33. Fagerstrøm, A., Ghinea, G. and Sydnes, L. (2016). Understanding the Impact of Online Reviews on Customer Choice: A Probability Discounting Approach. Psychology & Marketing, 33(2), 125-134, http://doi.org/10.1002/mar.20859. open in new tab
34. Farquhar, P.H., Han, J.Y. and Ijiri, Y. (1991). Recognizing and measuring brand assets. Report number 91-119/Marketing Science Institute (USA). open in new tab
35. Foroudi, P., Jin, Z., Gupta, S., Foroudi, M.M. and Kitchen, P. J. (2018). Perceptional components of brand equity: Configuring the Symmetrical and Asymmetrical Paths to brand loyalty and brand purchase intention. Journal of Business Research, 89, 462-474, http://doi.org/10.1016/j.jbusres.2018.01.031. open in new tab
36. Geetha, M., Singha, P. and Sinha, S. (2017). Relationship between customer sentiment and online customer ratings for hotels-An empirical analysis. Tourism Management, 61, 43-54, https://doi.org/10.1016/j.tourman.2016.12.022. open in new tab
37. Godey, B., Manthiou, A., Pederzoli, D., Rokka, J., Aiello, G., Donvito, R. and Singh, R. (2016). Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior. Journal of Business Research, 69(12), 5833-5841, https://doi.org/10.1016/j.jbusres.2016.04.181. open in new tab
38. Goyette, I., Ricard, L., Bergeron, J. and Marticotte, F. (2010). e-WOM Scale: word-of-mouth measure- ment scale for e-services context. Canadian Journal of Administrative Sciences/Revue Canadienne des Sciences de l'Administration, 27(1), 5-23. open in new tab
39. Gruen, T.W., Osmonbekov, T. and Czaplewski, A.J. (2006). eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty. Journal of Business Research, 59(4), 449-456, http://dx.doi.org/10.1016/j.jbusres.2005.10.004. open in new tab
40. Gvili, Y. and Levy, S. (2018). Consumer engagement with eWOM on social media: the role of social capital. Online Information Review, 42(4), 482-505, https://doi.org/10.1108/OIR-05-2017-0158. open in new tab
41. Han, S.H., Nguyen, B. and Simkin, L. (2016). The dynamic models of consumers' symbolic needs: in the context of restaurant brands. European Journal of Marketing, 50(7/8), 1348-1376. open in new tab
42. Hanaysha, J.R. (2018). Customer retention and the mediating role of perceived value in retail industry. World Journal of Entrepreneurship, Management and Sustainable Development, 14(1), 2-24, https://doi.org/10.1108/WJEMSD-06-2017-0035. open in new tab
43. He, Z., Han, G., Cheng, T.C.E., Fan, B. and Dong, J. (2018). Evolutionary food quality and location strategies for restaurants in competitive online-to-offline food ordering and delivery markets: An agent-based approach. International Journal of Production Economics, https://doi.org/10.1016/j.ijpe.2018.05.008. open in new tab
44. Hennig-Thurau, T., Gwinner, K.P., Walsh, G. and Gremler, D.D. (2004). Electronic word-of-mouth via consumer-opinion platforms: what motivates consumers to articulate themselves on the internet? Journal of Interactive Marketing, 18(1), 38-52, https://doi.org/10.1002/dir.10073. open in new tab
45. Hew, J.J., Lee, V.H., Ooi, K.B. and Lin, B. (2016). Mobile social commerce: The booster for brand loyalty?. Computers in Human Behavior, 59, 142-154, http://dx.doi.org/10.1016/j.chb.2016.01.027. open in new tab
46. Magdalena Brzozowska-Woś, Bruno Schivinski Ho-Dac, N.N., Carson, S.J. and Moore, W.L. (2013). The effects of positive and negative online custo- mer reviews: do brand strength and category maturity matter? Journal of Marketing, 77(6), 37-53, http://dx.doi.org/10.1509/jm.11.0011. open in new tab
47. Ismail, T.A.T., Muhammad, R., Yusoff, N.M. and Shariff, M.S.M. (2018). Hotel Brand and Food Quality in Malaysia. Asian Journal of Quality of Life, 3(10), 51-59, https://doi.org/10.21834/ajqol.v3i10.98 open in new tab
48. Kamakura, W.A. and Russell, G. (1993). Measuring brand value with scanner data. Intern. Journal of Research in Marketing, 10, 9-22. open in new tab
49. Kang, J.W. and Namkung, Y. (2019). The information quality and source credibility matter in custo- mers' evaluation toward food O2O commerce. International Journal of Hospitality Management, 78, 189-198, https://doi.org/10.1016/j.ijhm.2018.10.011. open in new tab
50. Keller, K.L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing, 57(1), 1-22, http://dx.doi.org/10.2307/1252054. open in new tab
51. Keller, K.L. (2016). Reflections on customer-based brand equity: perspectives, progress, and priori- ties. AMS Review, 1-16, http://doi.org/10.1007/s13162-016-0078-z open in new tab
52. Kim, A.J. and Johnson, K.K. (2016). Power of consumers using social media: Examining the influ- ences of brand-related user-generated content on Facebook. Computers in Human Behavior, 58, 98-108, https://doi.org/10.1016/j.chb.2015.12.047. open in new tab
53. Kim, B., Kim, S. and Heo, C.Y. (2016). Analysis of satisfiers and dissatisfiers in online hotel reviews on social media. International Journal of Contemporary Hospitality Management, 28(9), 1915-1936, https://doi.org/10.1108/IJCHM-04-2015-0177. open in new tab
54. Kim, S., Koh, Y., Cha, J. and Lee, S. (2015). Effects of social media on firm value for US restaurant companies. International Journal of Hospitality Management, 49, 40-46, https://doi.org/10.1016/j.ijhm.2015.05.006. open in new tab
55. Kunja, S.R. and GVRK, A. (2018). Examining the effect of eWOM on the customer purchase intention through value co-creation (VCC) in social networking sites (SNSs) A study of select Facebook fan pages of smartphone brands in India. Management Research Review, https://doi.org/10.1108/MRR-04-2017-0128. open in new tab
56. Lee, J., Park, D.H. and Han, I. (2008). The effect of negative online consumer reviews on product attitude: An information processing view. Electronic Commerce Research and Applications, 7(3), 341-352, http://dx.doi.org/10.1016/j.elerap.2007.05.004. open in new tab
57. Lee, M. and Youn, S. (2009). Electronic word of mouth (eWOM) How eWOM platforms influence consumer product judgement. International Journal of Advertising, 28(3), 473-499. open in new tab
58. Lee, M., Rodgers, S. and Kim, M. (2009). Effects of valence and extremity of eWOM on attitude toward the brand and website. Journal of Current Issues & Research in Advertising, 31(2), 1-11, https://doi.org/10.1080/10641734.2009.10505262. open in new tab
59. Lee, S.H. (2009). How do online reviews affect purchasing intention?. African Journal of Business Management, 3(10), 576-581, https://doi.org/10.5897/AJBM09.204. open in new tab
60. Lee, Y.K., Back, K.J. and Kim, J.Y. (2009). Family restaurant brand personality and its impact on customer's emotion, satisfaction, and brand loyalty. Journal of Hospitality & Tourism Research, 33(3), 305-328, http://dx.doi.org/10.1177/1096348009338511. open in new tab
61. Leong, L.Y., Hew, T.S., Ooi, K.B. and Lin, B. (2019). Do electronic word-of-mouth and elaboration likelihood model influence hotel booking? Journal of Computer Information Systems, 59(2), 146-160, https://doi.org/10.1080/08874417.2017.1320953. open in new tab
62. Li, H., Zhang, Z., Meng, F. and Zhang, Z. (2019). When you write review" matters: The interactive effect of prior online reviews and review temporal distance on consumers' restaurant evaluation. International Journal of Contemporary Hospitality Management, https://doi.org/10.1108/IJCHM-01-2018-0058. open in new tab
63. Li, X., Wu, C. and Mai, F. (2019). The effect of online reviews on product sales: A joint sentiment-topic analysis. Information & Management, 56(2), 172-184, https://doi.org/10.1016/j.im.2018.04.007. open in new tab
64. Lin, M.J. and Wang, W.T. (2015). Examining e-commerce customer satisfaction and loyalty: an integrated quality-risk-value perspective. Journal of Organizational Computing and Electronic Commerce, 25(4), 379-401, http://dx.doi.org/10.1080/10919392.2015.1089681. open in new tab
65. Litvin, S.W., Goldsmith, R.E. and Pan, B. (2018). A retrospective view of electronic word-of-mouth in hospitality and tourism management. International Journal of Contemporary Hospitality Management, 30(1), 313-325, https://doi.org/10.1108/IJCHM-08-2016-0461. open in new tab
66. Liu, Z. and Park, S. (2015). What makes a useful online review? Implication for travel product web- sites. Tourism Management, 47, 140-151, https://doi.org/10.1016/j.tourman.2014.09.020. open in new tab
67. Matzler, K., Teichmann, K., Strobl, A. and Partel, M. (2019). The effect of price on word of mouth: First time versus heavy repeat visitors. Tourism Management, 70, 453-459, https://doi.org/10.1016/j.tourman.2018.09.013. open in new tab
68. Mehrabian, A. and Russell, J.A. (1974). An approach to environmental psychology. Cambridge: MIT Press.
69. Muthén, L.K. and Muthén, B.O. (2012). Mplus user's guide (seventh edition). Los Angeles, CA: Muthén & Muthén. open in new tab
70. Narteh, B. (2018). Brand equity and financial performance. Marketing Intelligence & Planning, 36(3), 381-395, http://doi.org/10.1108/MIP-05-2017-0098. open in new tab
71. Nieto-Garcia, M., Resce, G., Ishizaka, A., Occhiocupo, N. and Viglia, G. (2019). The dimensions of hotel customer ratings that boost RevPAR. International Journal of Hospitality Management, 77, 583-592, https://doi.org/10.1016/j.ijhm.2018.09.002. open in new tab
72. Niu, R.H. and Fan, Y. (2018). An exploratory study of online review management in hospitality services. Journal of Service Theory and Practice, 28(1), 79-98, https://doi.org/10.1108/JSTP-09-2016-0158. open in new tab
73. Oliveira, B. and Casais, B. (2019). The importance of user-generated photos in restaurant selection. Jour- nal of Hospitality and Tourism Technology, 10(1), 2-14, https://doi.org/10.1108/JHTT-11-2017-0130. open in new tab
74. Pizzaportal.pl (2019), available at: https://blog.pizzaportal.pl/media/ (11.04.2019).
75. Pornpitakpan, C. (2004). The persuasiveness of source credibility: A critical review of five decades' evidence. Journal of Applied Social Psychology, 34(2), 243-281, http://dx.doi.org/10.1111/j.1559-1816.2004.tb02547.x. open in new tab
76. Portalspozywczy.pl (2019a), available at: http://www.portalspozywczy.pl/horeca/wiadomosci/polacy-coraz -chetniej-zamawia- ja-jedzenie-online-raport,169946.html (11.04.2019).
77. Portalspozywczy.pl, (2019b), available at: http://www.portalspozywczy.pl/horeca/wiadomosci/trend-convenience-na-rynku-dostaw-jedze- nia,160346.html (11.04.2019).
78. Purnawirawan, N., Eisend, M., De Pelsmacker, P. and Dens, N. (2015). A Meta-analytic Investigation of the Role of Valence in Online Reviews. Journal of Interactive Marketing, 31, 17-27. http://doi.org/10.1016/j.intmar.2015.05.001. open in new tab
79. Pyszne.pl (2019), available at: https://www.pyszne.pl/en/ (11.04.2019).
80. Rambocas, M., Kirpalani, V. M., & Simms, E. (2018). Brand equity and customer behavioral inten- tions: a mediated moderated model. International Journal of Bank Marketing, 36(1), 19-40, https://doi.org/10.1108/IJBM-09-2016-0139. open in new tab
81. Rangaswamy, A., Burke, R.R. and Oliva, T.A. (1993). Brand equity and the extendibility of brand names. International Journal of Research in Marketing, 10(1), 61-75, https://doi.org/10.1016/0167-8116(93)90034-V. open in new tab
82. Magdalena Brzozowska-Woś, Bruno Schivinski Restaurantdive (2019). https://www.restaurantdive.com/news/why-the-delivery-market-will-look- different-in-5-years/546936/ (11.04.2019). open in new tab
83. Ruiz-Mafe, C., Chatzipanagiotou, K. and Curras-Perez, R. (2018). The role of emotions and conflicting online reviews on consumers' purchase Intentions. Journal of Business Research, 89, 336-344, https://doi.org/10.1016/j.jbusres.2018.01.027. open in new tab
84. Schivinski, B. and Dabrowski, D. (2015). The impact of brand communication on brand equity through Facebook. Journal of Research in Interactive Marketing, 9(1), 31-53, http://dx.doi.org/10.1108/JRIM-02-2014-0007. open in new tab
85. Schivinski, B. and Dabrowski, D. (2016). The effect of social media communication on consumer perceptions of brands. Journal of Marketing Communications, 22(2), 189-214, http://dx.doi.org/10.1080/13527266.2013.871323. open in new tab
86. Schivinski, B. and Łukasik, P. (2014). Rozwój badań nad kapitałem marki bazującym na konsumen- cie -przegląd literatury. Marketing i Rynek, 11, 74-80.
87. Sen, S. and Lerman, D. (2007). Why are you telling me this? An examination into negative consumer reviews on the web. Journal of interactive marketing, 21(4), 76-94, http://dx.doi.org/10.1002/dir.20090. open in new tab
88. Serra-Cantallops, A., Ramon-Cardona, J. and Salvi, F. (2018). The impact of positive emotional experiences on eWOM generation and loyalty. Spanish Journal of Marketing-ESIC, 22(2), 142-162, https://doi.org/10.1108/SJME-03-2018-0009. open in new tab
89. Sher, P.J. and Lee, S.H. (2009). Consumer skepticism and online reviews: An elaboration likelihood model perspective. Social Behavior and Personality: an international journal, 37(1), 137-143, http://dx.doi.org/10.2224/sbp.2009.37.1.137. open in new tab
90. Sijoria, C., Mukherjee, S. and Datta, B. (2019). Impact of the antecedents of electronic word of mouth on consumer based brand equity: a study on the hotel industry. Journal of Hospitality Marketing & Management, 28(1), 1-27, https://doi.org/10.1080/19368623.2018.1497564. open in new tab
91. Silverman, G. (2001). Secrets of Word-of-Mouth Marketing. New York, NY: AMACOM Books.
92. Sparks, B.A. and Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32(6), 1310-1323, http://dx.doi.org/10.1016/j.tourman.2010.12.011. open in new tab
93. Statista -The Statistics Portal (2019a), available at: https://www.statista.com/outlook/375/100/ restaurant -to-consumer-delivery/worldwide (10.10.2019). open in new tab
94. Statista -The Statistics Portal (2019b), available at: https://www.statista.com/outlook/374/146/online -food-delivery/poland (10.10.2019). Sürücü, Ö., Öztürk, Y., Okumus, F. and Bilgihan, A. (2019). Brand awareness, image, physical quality and employee behavior as building blocks of customer-based brand equity: Consequences in the hotel context. Journal of Hospitality and Tourism Management, 40, 114-124, https://doi.org/10.1016/j.jhtm.2019.07.002. open in new tab
95. Tata, S.V., Prashar, S. and Gupta, S. (2019). An examination of the role of review valence and review source in varying consumption contexts on purchase decision. Journal of Retailing and Consu- mer Services, https://doi.org/10.1016/j.jretconser.2019.01.003 open in new tab
96. Teman, E.D. (2012). The performance of multiple imputation and full information maximum likelihood for missing ordinal data in structural equation models. University of Northern Colorado.
97. Thelwall, M. (2019). Sentiment Analysis for Tourism. In Big Data and Innovation in Tourism, Travel, and Hospitality (pp. 87-104). Singapore: Springer. open in new tab
98. Trusov, M., Bucklin, R.E. and Pauwels, K. (2009). Effects of word-of-mouth versus traditional mar- keting: findings from an internet social networking site. Journal of Marketing, 73(5), 90-102, http://dx.doi.org/10.1509/jmkg.73.5.90. open in new tab
99. Xiang, Z., Du, Q., Ma, Y. and Fan, W. (2017). A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism. Tourism Management, 58, 51-65, https://doi.org/10.1016/j.tourman.2016.10.001. open in new tab
100. Xiang, Z., Schwartz, Z., Gerdes Jr, J.H. and Uysal, M. (2015). What can big data and text analytics tell us about hotel guest experience and satisfaction? International Journal of Hospitality Manage- ment, 44, 120-130, https://doi.org/10.1016/j.ijhm.2014.10.013. open in new tab
101. Xiao, L., Zhang, Y. and Fu, B. (2019). Exploring the moderators and causal process of trust transfer in online-to-offline commerce. Journal of Business Research, 98, 214-226, https://doi.org/10.1016/j.jbusres.2019.01.069. open in new tab
102. Xie, K.L., Zhang, Z. and Zhang, Z. (2014). The business value of online consumer reviews and manage- ment response to hotel performance. International Journal of Hospitality Management, 43, 1-12, https://doi.org/10.1016/j.ijhm.2014.07.007. open in new tab
103. Xue, F. and Phelps, J.E. (2004). Internet-facilitated consumer-to-consumer communication: The moderating role of receiver characteristics. International Journal of Internet Marketing and Advertising, 1(2), 121-136, http://dx.doi.org/10.1504/IJIMA.2004.004016. open in new tab
104. Yang, Y., Park, S. and Hu, X. (2018). Electronic word of mouth and hotel performance: A meta-analysis. Tourism Management, 67, 248-260, https://doi.org/10.1016/j.tourman.2018.01.015. open in new tab
105. Yoo, B. and Donthu, N. (2001). Developing and validating a multidimensional consumer-based brand equity scale. Journal of Business Research, 52(1), 1-14, http://dx.doi.org/10.1016/S0148-2963(99)00098-3. open in new tab
106. Yoon, Y., Kim, A. J., Kim, J. and Choi, J. (2019). The effects of eWOM characteristics on consumer ratings: evidence from TripAdvisor. com. International Journal of Advertising, 1-20, https://doi.org/10.1080/02650487.2018.1541391. open in new tab
107. Yu, M., Liu, F., Lee, J. and Soutar, G. (2018). The influence of negative publicity on brand equity: attri- bution, image, attitude and purchase intention. Journal of Product & Brand Management, 27(4), 440-451, https://doi.org/10.1108/JPBM-01-2017-1396. open in new tab
108. Zeithaml, V.A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22, http://dx.doi.org/10.2307/1251446. open in new tab
109. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1985). Problems and strategies in services mar- keting. Journal of Marketing, 49(2), 33-46, http://dx.doi.org/10.2307/1251563. open in new tab
110. Zeithaml, V.A. (1981). How consumer evaluation processes differ between goods and services. in Donnelly, J.H. and George, W.R. (eds). Marketing of Services. Chicago: American Marketing Association.
111. Zhang, C., Tian, Y.X., Fan, Z.P., Liu, Y. and Fan, L.W. (2019). Product sales forecasting using macro- economic indicators and online reviews: a method combining prospect theory and sentiment analysis. Soft Computing, 1-14. open in new tab
112. Zhang, L. and Hanks, L. (2018). Online reviews: The effect of cosmopolitanism, incidental similarity, and dispersion on consumer attitudes toward ethnic restaurants. International Journal of Hospi- tality Management, 68, 115-123, https://doi.org/10.1016/j.ijhm.2017.10.008. open in new tab
113. Zhang, T., Abound Omran, B. and Cobanoglu, C. (2017). Generation Y's positive and negative eWOM: use of social media and mobile technology. International Journal of Contemporary Hospitality Management, 29(2), 732-761, https://doi.org/10.1108/JHTT-11-2017-0130. open in new tab
114. Zhang, Z., Ye, Q., Law, R. and Li, Y. (2010). The impact of e-word-of-mouth on the online popularity of restaurants: A comparison of consumer reviews and editor reviews. International Journal of Hospitality Management, 29(4), 694-700, http://dx.doi.org/10.1016/j.ijhm.2010.02.002. open in new tab
115. Magdalena Brzozowska-Woś, Bruno Schivinski Zhang, Z., Zhang, Z. and Law, R. (2014). Positive and negative word of mouth about restaurants: Exploring the asymmetric impact of the performance of attributes. Asia Pacific Journal of Tourism Research, 19(2), 162-180, http://dx.doi.org/10.1080/10941665.2012.735680. open in new tab
116. Zhao, Y., Xu, X., and Wang, M. (2019). Predicting overall customer satisfaction: big data evidence from hotel online textual reviews. International Journal of Hospitality Management, 76, 111-121, https://doi.org/10.1016/j.ijhm.2018.03.017. open in new tab

show (116) hide

Verified by:

Gdańsk University of Technology