TY - JOUR
T1 - Predictors and outcomes of consumer deception in hotel reviews
T2 - the roles of reviewer type and attribution of service failure
AU - Akhtar, Naeem
AU - Ahmad, Wasim
AU - Siddiqi, Umar Iqbal
AU - Akhtar, Muhammad Nadeem
N1 - Publisher Copyright:
© 2019 CAUTHE - COUNCIL FOR AUSTRALASIAN TOURISM AND HOSPITALITY EDUCATION
Copyright:
Copyright 2019 Elsevier B.V., All rights reserved.
PY - 2019/6
Y1 - 2019/6
N2 - The factors that contribute to manipulated online hotel reviews have not been given fair consideration in literature. The present study fills this void by developing a conceptual framework that conceptualizes the manipulated identity of reviewer from the aspects of peer review and expert review. In particular, we investigate (1) how hotel consumers are influenced by peer and expert reviewers who have fake identities that deceive consumers, (2) how the attribution of service failure moderates the relationships of peer and expert reviewers with fake identities with deception, (3) and how the resulting consumer deception creates dissatisfaction. We applied our model to Chinese hotel industry, where we collected data from 409 consumers who stayed in hotels in Beijing. Our findings revealed a positive effect of both peer and expert reviewers with fake identities on deception, which leads to consumers’ dissatisfaction. In addition, attribution of service failure positively moderates the relationship between peer and expert reviewers with fake identities and deception. The findings offer solid implications for literature and practice. Some limitations suggest research directions for tourism and hospitality scholars.
AB - The factors that contribute to manipulated online hotel reviews have not been given fair consideration in literature. The present study fills this void by developing a conceptual framework that conceptualizes the manipulated identity of reviewer from the aspects of peer review and expert review. In particular, we investigate (1) how hotel consumers are influenced by peer and expert reviewers who have fake identities that deceive consumers, (2) how the attribution of service failure moderates the relationships of peer and expert reviewers with fake identities with deception, (3) and how the resulting consumer deception creates dissatisfaction. We applied our model to Chinese hotel industry, where we collected data from 409 consumers who stayed in hotels in Beijing. Our findings revealed a positive effect of both peer and expert reviewers with fake identities on deception, which leads to consumers’ dissatisfaction. In addition, attribution of service failure positively moderates the relationship between peer and expert reviewers with fake identities and deception. The findings offer solid implications for literature and practice. Some limitations suggest research directions for tourism and hospitality scholars.
KW - Attribution of service failure
KW - Deception
KW - Dissatisfaction
KW - Fake identity
KW - Hotel reviews
KW - Travel websites
UR - http://www.scopus.com/inward/record.url?scp=85062912443&partnerID=8YFLogxK
U2 - 10.1016/j.jhtm.2019.03.004
DO - 10.1016/j.jhtm.2019.03.004
M3 - Review Article
AN - SCOPUS:85062912443
SN - 1447-6770
VL - 39
SP - 65
EP - 75
JO - Journal of Hospitality and Tourism Management
JF - Journal of Hospitality and Tourism Management
ER -