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The world today is heavily controlled by the content available on the internet, where a one-star rating gain may work wonders for a company and a one-star rating decline can cause huge damage. Online booking platforms provide more freedom, privacy and contact with experienced travelers than physical hotel booking. The study identifies the factors shaping travelers' online hotel booking intention (OHBI).

We utilized structural equation modeling (SEM) to expand the horizons of the technology acceptance model (TAM) and stimulus-organism-response (SOR) framework in the hospitality sector. The results are based on the data collected from 705 travelers who made online hotel reservations.

The findings demonstrate that online reviews, hotel website quality and hotel website convenience quotient favorably shape prospective tourists' perceived trust, magnifying their inclination to book a hotel online. Website convenience quotient and trust partially mediate the association between the constructs. In addition, the linkage between perceived trust and OHBI is strengthened by promotional offers but weakened by perceived risk.

Our findings provide several important implications for hotel managers, prospective travelers, hotel owners, website developers, policymakers, hotel employees, the local community and competitors to expedite the growth of the Indian hotel industry.

The literature reveals that website convenience quotient, perceived trust and promotional offers have not received enough attention in the hospitality industry and warrant attention. Our study strives to broaden the scope of the TAM and SOR models to better understand these constructs in the backdrop of the Indian hospitality sector. The study also examines how promotional offers and perceived risk influence the linkages between the underlying constructs.

This study employs S-D Logic to examine the hotel booking behaviors of individuals, with a focus on the impact of service customization on service cancellation. Additionally, the moderating role of social co-creation is explored to provide further insight.

The paper draws on booking data from two hotels: a resort hotel with 40,060 recorded bookings, including 11,122 cancellations, and bookings from a city hotel with 79,330 bookings, including 33,102 cancellations.

The result reveals that bookings with higher levels of initial customization, such as special requests, are more likely to be modified later and less likely to be canceled. Interestingly, while multi-adult bookings were found to have a higher cancellation rate than individual bookings, the effects of customization commitment were more pronounced for multi-adult bookings.

This paper is the first to establish a connection between service customization, the number of adults on a booking and the likelihood of cancellation, thus providing new empirical evidence for the emergence of customization effects in services. Additionally, the study identifies important contingencies based on the number of consumers in a booking.

The Internet has enabled consumers to act as their own travel agents and to verify independently the accuracy of the information provided by airlines through the CRSs and travel agents. As a result, the relationships between consumers and the suppliers of air-travel information have been radically altered, and we document these changes. We identify the relevant market for air-travel information, which includes CRSs, online travel agencies, and the websites and call centers of individual carriers. We determine market concentration and market shares using the Herfindhal-Hirschman Index. Based on our analysis, we argue that there is no longer any need to regulate independent CRSs. However, airlines that own CRSs continue to have an incentive to withdraw their flight and fare information from rival CRSs and, to prevent this from happening, the mandatory participation rule adopted in 1992 should be maintained.

In the era of new technological revolution, seeking to survive and guarantee business sustainability in their digital internationalization, enterprises choose to become environmentally oriented. The need for new green business models has become evident in recent years, and enterprises offer green services in creative and eco-friendly ways. However, does the display of a green label on hotels' websites really promote the eco-conscious tourists' online booking intention? This study aims to examine the impact of the perceived label on the online sustainable hotel booking intention of the eco-conscious tourists, using the foundations of signal theory.

This study adopted a structural equation model to integrate several constructs with a sample of 349 validated responses.

The empirical results highlight, the importance of the green label perception on the eco-conscious tourists' booking intention of online sustainable hotel and the role that green trust and green perceived risk play as a mediating variable between the perception of the exposed label and the booking intention. Indeed, when booking a sustainable hotel online, the tourists may be sensitive to the exposure of a green label. Therefore, this signal decreases the perceived risk of unsustainability and ultimately increases the trust in hotel's sustainability.

The first limitation is related to the sample employed in this study. Given that most of the participants were residents of France, the results of this study may not be generalized to the entire population. Secondly, a range of other factors can affect the eco-conscious tourists' intentions to book online a hotel with green label, such as their attitude, social media influence, tourists' satisfaction, etc. Indeed, other variables and/or signals could be adopted to study online booking intention in the pandemic era.

In light of these results, theoretical and managerial implications are discussed. The findings make an important contribution to SMEs sustainability and internationalization by exploring new ties. This study considers how SMEs and specifically hotels start following green practices (e.g. adoption of an eco-label) relevant to their international environment where they operate and in response to global pressures. SMEs can survive better in the highly competitive global environment where they need to employ more green practices, however, managers should consider how green trust and green perceived risk can affect customer behavior. It also adds to the existing literature by dealing with customer perceptions about the green label of sustainable hotels and its subsequent effect on booking intention.

This study had shown the importance of the display of green label on the eco-conscious tourist's online booking intention.

This study examined how marketer- and user-generated photographs jointly influence consumers' online hotel booking.

Viewing photographs as stimuli that influence consumers' online hotel booking, this study proposes a research model and validates that using one quasi-experiment.

The findings of this study provide some empirical insights. Marketers can release room- and scene-related photographs. Users can release product- and social-related photographs. The interaction between room-related photographs by marketers and product-related photographs by users can promote energetic arousal and dominance and then promote online booking intention. The interaction between scene-related photographs by marketers and social-related photographs by users can promote energetic arousal and dominance and then promote online booking intention. Pleasure, energetic arousal and dominance can positively influence the attitude toward photographs. Pleasure and energetic arousal can positively influence the attitude toward photographs and then positively influence booking intention. Dominance can positively influence booking intention.

The findings of this study reveal significant interaction effects between marketer- and user-generated photographs on consumers' online booking. The findings will help researchers and marketers better understand the impact of photographs on consumers' online hotel booking.

This paper aims to explore how different levels of involvement in the prevacation phase affect vacationers’ subsequent satisfaction, word of mouth (WOM) recommendations and loyal behavior with regard to the planning/booking process.

Data from a field study (N = 5,158) in a travel planning context are used to investigate the differences in WOM recommendations and loyalty between self-packagers (higher involvement) and package buyers (lower involvement).

Tourists who are less involved in the prevacation phase are more likely to recommend the planning/booking process, while more involved tourists are more likely to repeat the same planning/booking process than package buyers.

The findings have implications for tourist agencies, tour operators, tourism suppliers and tourism marketers in terms of customer retention and WOM communication. These findings also have theoretical implications for the WOM and loyalty literature.

This paper reveals how involvement in travel planning may affect satisfaction, WOM recommendation and loyalty behavior. These relationships have not been investigated before.

本文探讨了度假规划和预订模式的选择（自我安排行程与购买套餐）是否会影响度假者随后的满意度、口碑（WOM）推荐以及与规划和预订过程相关的忠诚行为。

使用在旅游规划背景下的一项实地研究（N = 5158）数据来研究自我安排行程者与套餐购买者之间的WOM推荐和忠诚度的差异。

较之自我安排行程者, 套餐购买者更有可能推荐规划/预订过程, 而自我安排行程者比套餐购买者更有可能重复相同的规划过程。

本文对参与旅游规划如何影响满意度、WOM推荐和忠诚度行为进行了深入探讨。尚无研究对这些关系进行探讨。

研究结果对旅游机构、旅游经营者、旅游供应商和旅游营销人员的客户保留和客户WOM沟通有启发意义。研究结果对WOM和忠诚度文献也有理论上的意义。

Este artículo explora si la elección de la planificación de vacaciones y la modalidad de reserva (independiente vs compra de paquetes) afecta la satisfacción posterior de los turistas, las recomendaciones boca a boca (WOM) y la fidelización relacionada con el proceso de planificación y reserva.

Se utilizaron datos de un estudio de campo (N = 5158) en un contexto de planificación de viajes para investigar las diferencias en las recomendaciones WOM y la fidelización entre viajeros independientes (mayor participación) y compradores de paquetes (menor participación).

Es más probable que los compradores de paquetes recomienden el proceso de planificación/reserva que los viajeros independientes, mientras que estos últimos tienen más probabilidades de repetir el mismo proceso de planificación que los compradores de paquetes.

El documento proporciona información sobre la manera como la participación en la planificación de viajes puede afectar la satisfacción, recomendaciones WOM y fidelización. Estas correlaciones no han sido investigadas anteriormente.

Estos hallazgos tienen implicaciones para las agencias, operadores, proveedores y comercializadores turísticos en términos de retención de clientes y comunicación WOM con el cliente. Los hallazgos también tienen implicaciones teóricas para el WOM y la literatura sobre fidelización.

This study aims to assess if the benefits outweigh the costs of participation in online travel agencies (OTAs) such as Booking.com.

A two-step system generalised method of moments estimation of a regression model of firm-level return on assets (ROA) is used on a dummy variable indicating whether a lodging facility participates in Booking.com. The assessment contained various control variables, including size, age, leverage, liquidity and lagged ROA. The moderating effect of firm age and size was studied by including interaction variables between the Booking.com dummy and age and size, respectively. The model was estimated using participation and financial data of 775 Belgian firms over a 20-year period (1999–2018).

The findings indicate that participation in Booking.com is associated with higher profitability, with this effect more economically important and pronounced for smaller hotel properties.

The study provides a broadly applicable empirical model to assess the impact of platform participation on the financial performance of tourism, hospitality or retail businesses.

The study provides empirical evidence that, from a transaction cost perspective, the benefits of participation in OTAs outweigh the costs, resulting in substantially higher profitability. The evidence can be used to justify the use of OTAs as distribution channels.

While prior studies have described and conceptually analysed the evolution and role of OTAs in the hotel sector, and speculated on the net effect of OTA participation, to the best of the authors’ knowledge, this is the first study to empirically assess whether OTA participation creates value for hotel owners and investors.

本文采用了两步系统GMM的估计方法, 用一个虚拟变量指示住宿设施是否参与了Booking.com, 以确定企业级别的资产回报率（ROA）的回归模型。评估涵盖了多种控制变量, 包括公司规模, 年限, 杠杆, 流动性和滞后资产回报率。企业年龄和规模的调节作用是通过加入Booking.com虚拟变量与年龄和规模之间的交互变量实现的。该模型是使用20年（1999–2018年）间775家比利时公司的参与和财务数据估算得出的。

本文目的是评估收益是否超过了参与Booking.com等在线旅行社（OTA）的成本。

研究结果表明, 参与Booking.com与更高的获利能力相关联。这种影响在经济上更加重要, 并且对于较小的酒店物业而言更为明显。

该研究提供了广泛适用的经验模型, 以评估平台参与对旅游业, 酒店业或零售业的财务绩效的影响。

该研究提供了重要的实证依据。从交易成本的角度来看, 参与OTA的收益大于成本, 从而大大提高了盈利能力。该实例证明了使用OTA作为分销渠道是合理的。

尽管先前的研究已经描述并从概念上分析了OTA在酒店领域的演变和作用, 并推测了OTA参与的净效应, 但据我们所知, 这是第一个凭经验评估OTA参与是否为酒店所有者和投资者创造价值的研究。

Una estimación GMM en dos pasos de un modelo de regresión del rendimiento de los activos (ROA) a nivel de empresa sobre una variable ficticia que indica si un establecimiento de alojamiento participa en Booking.com. La evaluación contenía diversas variables de control, como el tamaño, la edad, el apalancamiento, la liquidez y el ROA retardado. El efecto moderador de la edad y el tamaño de la empresa se estudió incluyendo variables de interacción entre la variable ficticia de Booking.com y la edad y el tamaño, respectivamente. El modelo se estimó utilizando datos de participación y financieros de 775 empresas belgas durante un periodo de 20 años (1999–2018).

Evaluar si los beneficios superan los costes de la participación en agencias de viajes online (OTAs) como Booking.com.

Los resultados indican que la participación en Booking.com está asociada a una mayor rentabilidad, siendo este efecto más importante y pronunciado desde el punto de vista económico para las propiedades hoteleras más pequeñas.

El estudio proporciona un modelo empírico ampliamente aplicable para evaluar el impacto de la participación en la plataforma en los resultados financieros de las empresas turísticas, hoteleras o minoristas.

El estudio proporciona pruebas empíricas de que, desde la perspectiva de los costes de transacción, los beneficios de la participación en las OTAs superan los costes, lo que se traduce en una rentabilidad sustancialmente mayor. Las pruebas pueden utilizarse para justificar el uso de las OTAs como canales de distribución.

Aunque estudios anteriores han descrito y analizado conceptualmente la evolución y el papel de las OTAs en el sector hotelero, y han especulado sobre el efecto neto de la participación en las OTAs, hasta donde sabemos, éste es el primero que evalúa empíricamente si la participación en las OTAs crea valor para los propietarios e inversores de hoteles.

The purpose of this paper is to know which hotels mostly rely on Booking.com, investigating the level of presence on Booking.com around the world by country, hotel size, hotel category and managerial form. Neither the company nor the hotels provide this information, so the authors use the number of reviews as an indicator of estimated sales.

Data from 33,996 hotels worldwide are downloaded from Booking.com using a Web browser automatically controlled, developed in Python, that simulated a user navigation (clicks and selections). The comparison between independent hotels and hotels belonging to a chain is performed by a Student’s t distribution test and the comparison of hotel categories and hotel size is analyzed by a one-way ANOVA test.

The results show that three factors clearly influence the usage level of Booking.com: independent vs chain hotels, small vs large hotels and low vs high category hotels worldwide. The authors also observe that hotels from Europe are the ones that rely more on Booking.com.

The originality of this research is to identify the factors that make hotels to have a greater (lesser) dependence on Booking.com within each destination and geographical area. Moreover, the use of big data from hotels worldwide allows the authors to know the level of use of Booking.com in dozens of countries, especially those with the highest tourist activity. This work expands the capabilities of big data in the hospitality industry research, and with a simple ratio, this study counteracts the lack of public data on hotel sales through Booking.com. This new approach could be extended to the analysis of other online travel agencies (OTAs), which use similar review systems.

Property websites have been widely used to simplify the complicated conventional booking system nowadays. However, the services provided by the property websites are limited to information searching and registration. The uptake of the e-booking system in the property industry is still sluggish. The purpose of this paper is to examine the potential of the e-booking system as the blue ocean in enhancing property developers’ competitive advantage, and also investigates the benefits and key features of the e-booking system in the Malaysian property industry.

A mixed method of questionnaire and interviews is used to investigate the acuities of potential purchasers on the concept and potential of the e-booking system in the Malaysian property industry.

The findings of the study revealed that the perception towards the application of the e-booking system is positive. The benefits and prominent features are identified. There are no significant differences in perceptions among the three generation cohorts comprising of Generation Y, Generation X, and Baby Boomers.

The sampling of this study is limited to the Klang Valley area only with the respondents mainly from Selangor and Kuala Lumpur. The small sample size may restrict the generalisation of the findings to represent the whole population of Malaysia.

These findings provide insights and guidelines for property developers in developing a strategic plan to introduce the e-booking system which can lead to a more efficient way of property purchasing process and praiseworthy users’ experience.

To the authors’ knowledge, this is the first paper that seeks to explore the potential of the online property transactions as a blue ocean strategy that will enhance property developers’ competitive advantage. As such, the key features identified in this study will be used in designing the e-booking system in the real estate market.

In September 2019, Booking.com changed from the smiley-based scoring system (2.5–10) to the purely 10-point evaluation system (1–10). The smiley-based service evaluation is based on the multi-dimensional (M-D) system, whereas the purely 10-point service evaluation is based on the single-dimensional (S-D) system. This paper aims to focus on how a change in review posting policies impacts service evaluations regarding review generation and distribution.

The authors exploit the natural experiment using Booking.com when the site changed its scoring system from a multidimensional smiley-based service evaluation system to an S-D scoring system. The authors collected online reviews posted on two travel agencies (Booking.com and Priceline.com) between September 2019 and October 2020. A quasi-experimental approach, Difference-in-Differences, was used to isolate the impacts of the new scoring system from the impacts of the change in the service evaluation environment, i.e. COVID-19.

The change in the scoring system considerably alters review distributions by decreasing the portion of positive reviews but increasing the portion of highly positive reviews. Using the theory of emotion work (Hochschild, 1979, 2001), DID is also the reason that the former M-D smiley-based system could have underrated, highly positive reviews of services. Using the information transfer theory (Belkin, 1984), the authors reason the asymmetric transfer of information when users consume reviews from the older (M-D) system but are required to generate reviews on a newer (S-D) system.

The findings would provide online review platform management with a deeper understanding of the consequences of changes in service evaluations when the scoring system is changed.

Though the change in the scoring system would affect how customers evaluate the services of hotels, the causal impacts of switching to the new S-D scoring system have not yet been thoroughly covered by prior hospitality and service evaluation literature, which this research aspires to do.