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1、JournalofHospitalityMarketing&ManagementISSN:1936-8623(Print)1936-8631(Online)Journalhomepage:http://www.tandfonline.com/loi/whmm20AnAnalysisofWord-of-MouseRatingsandGuestCommentsofOnlineHotelDistributionSitesBetsyBenderStringam&JohnGerdesJrTocitethisarticle:Bet
2、syBenderStringam&JohnGerdesJr(2010)AnAnalysisofWord-of-MouseRatingsandGuestCommentsofOnlineHotelDistributionSites,JournalofHospitalityMarketing&Management,19:7,773-796,DOI:10.1080/19368623.2010.508009Tolinktothisarticle:https://doi.org/10.1080/19368623.2010.5080
3、09Publishedonline:13Sep2010.SubmityourarticletothisjournalArticleviews:1870ViewrelatedarticlesCitingarticles:61ViewcitingarticlesFullTerms&Conditionsofaccessandusecanbefoundathttp://www.tandfonline.com/action/journalInformation?journalCode=whmm20JournalofHospita
4、lityMarketing&Management,19:773796,2010Copyright©Taylor&FrancisGroup,LLCISSN:1936-8623print/1936-8631onlineDOI:10.1080/19368623.2010.508009AnAnalysisofWord-of-MouseRatingsandGuestCommentsofOnlineHotelDistributionSitesBETSYBENDERSTRINGAMDepartmentofHotelsandResor
5、ts,SchoolofHotel,Restaurant,andTourismManagement,NewMexicoStateUniversity,LasCruces,NewMexico,USAJOHNGERDES,JR.DepartmentofIntegratedInformationTechnology,CollegeofHospitality,Retail,&SportManagement,UniversityofSouthCarolina,Columbia,SouthCarolina,USAThisstudye
6、valuates60,648consumerratingsandcommentsfromanonlinedistributionsitetoexplorewhatfactorsdriveconsumerratingsofhotels.Ratingsassignedbytravelerswerecombinedwithwordsusedintheircommentstobringtolightthemostfrequentcommendationsandconcernsmentionedwhenratinghotels.
7、Specifically,thestudyyieldsinformationastothemostfre-quentlyusedwords,aswellasthepatternofwordusagewitheitherhighorlowguestratings.Italsoexploreswordchoicesofguestsscoringhotelsatlowerratingsversushigherratings.Implicationsofthedifferencesinwordchoicearediscussed
8、.Theresultsofthisstudywillhelphotelmanagementinallocatingresourcestoimproveratingsandguestcomments.KEYWORDSHotel,rating,comment,Internet,DBPM,ExpediaINTRODUCTIONConsu
