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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: Lingua: Inglese 
Numero pagine:  24 P. 41-64 Dimensione file:  141 KB
DOI:  10.3280/MACO2015-002003
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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)

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

Selena Aureli, Enrico Supino, in "MANAGEMENT CONTROL" 2/2015, pp. 41-64, DOI:10.3280/MACO2015-002003

   

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