Skip to main content
SpringerLink
Log in

Assessing hotel decision-making of disabled guests: satisfaction correlation study between online comments’ credibility and perceived risk

  • Published:
Electronic Commerce Research Aims and scope Submit manuscript

Abstract

Online comments have become an important tool for disabled guests because of lower physical movement requirements. In order to illustrate and evaluate disabled guests’ decision-making characteristics, this paper has used two steps for studying: (1) Data mining technology to collect e-comments from C-trip (www.ctrip.com) of 97 hotels in the cities of Beijing, Shanghai, Hangzhou and Guangzhou. Over 260,000 words were collected and analyzed by using ROSTcm software for this research. (2) Examined the relationship between the credibility and the perceived risk of disabled guests for their behavioral intentions. The result of this study has showed that: (1) Disabled guests pay more attention to the hotel barrier-free facilities, hotel barrier-free facilities, hotel personalized service, location accessibility, and the attitude and atmosphere of the hotel. (2) Disabled guests show positive attitude towards the hotel, and a neutral attitude accounting for 25.86% which indicates that the hotel industry still has much improving room especially with regards to disabled accessible guestrooms and accessibility. (3) Electronic Word-of-Mouth (eWOM) source credibility has a great influence on the overall perceived risk of the review of disabled guests because they are more likely for seeking internet comments for their lodging decision-making than other common guests. eWOM rational management can reduce the overall potential risk for disabled guests. (4) Hotels can enhance disabled guests’ decision-making by advanced eWOM management. The study illustrated that disabled guests who used eWOM could be better managed and reduce potential risks when making decisions. As a result, this study also found that with better management of eWOM, it could help to meet the potential market for the disabled guests and at the meanwhile attract more customers because of higher social reputation.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1
Fig. 2

Similar content being viewed by others

References

  1. Ajzen, I., & Driver, B. L. (1991). Prediction of leisure participation from behavioral, normative, and control beliefs: An application of the theory of planned behavior. Leisure Sciences, 13(3), 185–204.

    Article  Google Scholar 

  2. Arndt, J. (1967). Role of Product-Related Conversations in the Diffusion of a New Product. Journal of Marketing Research, 4(3), 291.

    Article  Google Scholar 

  3. Bergier, J., Dąbrowski, D., & Zbikowski, J. (2011). Conditioning of participation of disabled males and females from eastern regions of Poland in tourism and recreation. Annals of Agricultural & Environmental Medicine Aaem, 18(2), 350.

    Google Scholar 

  4. Bi, Y., Card, J. A., & Cole, S. T. (2007). Accessibility and attitudinal barriers encountered by Chinese travellers with physical disabilities. International Journal of Tourism Research, 9(3), 205–216.

    Article  Google Scholar 

  5. Bowman, R. G., Navissi, F., & Faff, R. (2003). Earnings management and abnormal returns: Evidence from the 1970–1972 price control regulations. Accounting & Finance, 43(1), 1–19.

    Article  Google Scholar 

  6. Bunduchi, R. (2005). Business relationships in internet-based electronic markets: The role of goodwill trust and transaction costs. Information Systems Journal, 15(4), 321–341.

    Article  Google Scholar 

  7. Cheung, C. M. K., Lee, M. K. O., & Rabjohn, N. (2008). The impact of electronic word-of-mouth. Internet Research, 18(3), 229–247.

    Article  Google Scholar 

  8. Cheung, C. M. K., & Thadani, D. R. (2012). The impact of electronic word-of-mouth communication: A literature analysis and integrative model. Decision Support Systems, 54(1), 461–470.

    Article  Google Scholar 

  9. Clayton, S., Barr, B., Nylen, L., et al. (2012). Effectiveness of return-to-work interventions for disabled people: A systematic review of government initiatives focused on changing the behaviour of employers. The European Journal of Public Health, 22(3), 434–439.

    Article  Google Scholar 

  10. Figueiredo, E., Eusébio, C., & Kastenholz, E. (2012). How diverse are disabled tourists? A pilot study on accessible leisure tourism experiences in Portugal. International Journal of Tourism Research, 14(6), 531–550.

    Article  Google Scholar 

  11. Furmanek, M. (2014). Outbound tourism by the physically disabled inhabitants of Kraków: Current situation and future needs. Turyzm, 24(2), 7–14.

    Article  Google Scholar 

  12. Harrison Mcknight, D., Choudhury, V., & Kacmar, C. (2002). The impact of initial consumer trust on intentions to transact with a web site: A trust building model. Journal of Strategic Information Systems, 11(3), 297–323.

    Article  Google Scholar 

  13. Heitmann, M., Lehmann, D. R., & Herrmann, A. (2007). Choice goal attainment and decision and consumption satisfaction. Journal of Marketing Research, 44(2), 234–250.

    Article  Google Scholar 

  14. Jarvenpaa, S. L., & Todd, P. A. (1996). Consumer reactions to electronic shopping on the world wide web. International Journal of Electronic Commerce, 1(2), 59–88.

    Article  Google Scholar 

  15. Keith, J. M., Bennetto, L., & Rogge, R. D. (2015). The relationship between contact and attitudes: Reducing prejudice toward individuals with intellectual and developmental disabilities. Research in Developmental Disabilities, 47, 14–26.

    Article  Google Scholar 

  16. Kim, M. J., Chung, N., & Lee, C. K. (2011). The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South Korea. Tourism Management, 32(2), 256–265.

    Article  Google Scholar 

  17. Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems, 44(2), 544–564.

    Article  Google Scholar 

  18. Kim, S. E., & Lehto, X. Y. (2012). The voice of tourists with mobility disabilities: Insights from online customer complaint websites. International Journal of Contemporary Hospitality Management, 24(3), 451–476.

    Article  Google Scholar 

  19. Larcker, F. D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.

    Article  Google Scholar 

  20. Lee, Y. C. (2014). Impacts of decision-making biases on eWOM retrust and risk-reducing strategies. Computers in Human Behavior, 40(40), 101–110.

    Article  Google Scholar 

  21. Lee, Y., & Choi, K. (2002). Functional disability of older persons in long-term care facilities in Korea. Archives of Gerontology and Geriatrics, 34(2), 93–106.

    Article  Google Scholar 

  22. Li, Y. M., Lin, C. H., & Lai, C. Y. (2010). Identifying influential reviewers for word-of-mouth marketing. Electronic Commerce Research and Applications, 9(4), 294–304.

    Article  Google Scholar 

  23. Liu, S., Pan, Z., & Cheng, X. (2017). A novel fast fractal image compression method based on distance clustering in high dimensional sphere surface. Fractals, 25(04), 10.

    Google Scholar 

  24. Liu, S., Pan, Z., Fu, W., et al. (2017). Fractal generation method based on asymptote family of generalized Mandelbrot set and its application. Journal of Nonlinear Sciences and Applications, 10(3), 1148–1161.

    Article  Google Scholar 

  25. Lord, J. E., Raja, D. S., & Blanck, P. (2015). Law and people with disabilities. In N. J. Smelser & P. B. Baltes (Eds.), International encyclopedia of the social & behavioral sciences (pp. 497–503). Oxford: Pergamon.

    Chapter  Google Scholar 

  26. Mccole, P. (2002). The role of trust for electronic commerce in services. International Journal of Contemporary Hospitality Management, 14(2), 81–87.

    Article  Google Scholar 

  27. Mcknight, D. H., & Kacmar, C. J. (2007). Factors and effects of information credibility. In International conference on electronic commerce: The wireless world of electronic commerce. DBLP.

  28. Mitchell, A. A., & Dacin, P. A. (1996). The assessment of alternative measures of consumer expertise. Journal of Consumer Research, 23(3), 219.

    Article  Google Scholar 

  29. Morris, S., & Kazi, S. (2014). Emerging trends regarding accessible accommodation in Dubai luxury hotels. Worldwide Hospitality and Tourism Themes, 6(4), 317–327.

    Article  Google Scholar 

  30. Park, D. H., Lee, J., & Han, I. (2007). The effect of on-line consumer reviews on consumer purchasing intention: The moderating role of involvement. International Journal of Electronic Commerce, 11(4), 125–148.

    Article  Google Scholar 

  31. Roselius, T. (1971). Consumer rankings of risk reduction methods. Journal of Marketing, 35(1), 56–61.

    Article  Google Scholar 

  32. Salb, J., Lindemann, U., Woodward, C., et al. (2015). Gait analysis in adults with intellectual disabilities living in a residential facility. Journal of Applied Research in Intellectual Disabilities, 30(1), 205–210.

    Article  Google Scholar 

  33. Schuff, D. (2012). What makes a helpful online review? A study of customer reviews on Amazon.com. Social Science Electronic Publishing, 34(1), 185–200.

    Google Scholar 

  34. Smith, R. W. (1987). Leisure of disable tourists: Barriers to participation. Annals of Tourism Research, 14(3), 376–389.

    Article  Google Scholar 

  35. Smith, D., Menon, S., & Sivakumar, K. (2010). Online peer and editorial recommendations, trust, and choice in virtual markets. Journal of Interactive Marketing, 19(3), 15–37.

    Article  Google Scholar 

  36. Steffes, E. M., & Burgee, L. E. (2009). Social ties and online word of mouth. Internet Research, 19(1), 42–59.

    Article  Google Scholar 

  37. Teng, D. B. S. (2004). The risk-based view of trust: A conceptual framework. Journal of Business and Psychology, 19(1), 85–116.

    Article  Google Scholar 

  38. Todd, W. P. A. (2005). A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16(1), 85–102.

    Article  Google Scholar 

  39. Vaitsman, J., Lobato, L. D. V. C., Vaitsman, J., et al. (2017). Continuous Cash Benefit (BCP) for disabled individuals: Access barriers and intersectoral gaps. Ciência & Saúde Coletiva, 22(11), 3527–3536.

    Article  Google Scholar 

  40. Wan, Y., Ma, B., & Pan, Y. (2017). Opinion evolution of online consumer reviews in the e-commerce environment. Electronic Commerce Research, 18(2), 291–311.

    Article  Google Scholar 

  41. Williams, R., Rattray, R., & Grimes, A. (2010). Meeting the on-line needs of disabled tourists: An assessment of UK-based hotel websites. International Journal of Tourism Research, 8(1), 59–73.

    Article  Google Scholar 

  42. Yau, K. S. M., Mckercher, B., & Packer, T. L. (2004). Traveling with a disability—More than an access issue. Annals of Tourism Research, 31(4), 946–960.

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. School of Tourism and Urban–Rural Planning, Zhejiang Gongshang University, Hangzhou, 310018, China

    Yan Zhang & Qiongjing Yang

Authors
  1. Yan Zhang
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Qiongjing Yang
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Yan Zhang.

Additional information

Publisher’s Note

Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.

Rights and permissions

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

Zhang, Y., Yang, Q. Assessing hotel decision-making of disabled guests: satisfaction correlation study between online comments’ credibility and perceived risk. Electron Commer Res 21, 767–786 (2021). https://doi.org/10.1007/s10660-019-09343-w

Download citation

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s10660-019-09343-w

Keywords

Search

Navigation