Effects of crowdvoting on hotels: the Booking.com case

Abstract

[EN] Purpose - This paper aims to define and demonstrate the importance of crowdsourcing for the improvement of diverse functions of hotels, the advantages and disadvantages of this technique and, specifically, the relevance of crowdvoting for enhancing hotel sales, and diverse hotel performance dimensions.

Design/methodology/approach - A total of 45,103 opinions from Booking.com, a sample of 184 questionnaires addressed to hotel managers and partial least squares (PLS)-path modeling were combined to contrast the hypotheses.

Findings - The results empirically show the direct and positive impact of the opinions of the crowd on the amount of hotel sales that do not depend on physical intermediaries, and the impact that this has on the performance dimensions of hotels.

Practical implications - The paper shows the relevance of following strategies addressed at increasing the customers' recommendations in the main social media or virtual travel agencies, as a mechanism to reduce tourism and hospitality organizations' traditional weaknesses and increase their long-term performance.

Originality/value - The novelty of crowdsourcing, means that few works (although with an explosive increase and with high impact) have focused on this aspect in the literature, especially in the tourism and hospitality literature. The results of our research open new areas of research and contrast the relevance of crowdsourcing and specifically crowdvoting for the success of hotels. In addition, the methodology employed, by mixing the data from a social media, with a questionnaire addressed to managers, can open new ideas for future works.