This research, which focuses on web reputation in the hotel industry, aims to understand hotel managers’ practices in monitoring travellers’ opinions disclosed on travel websites and online travel agencies. Results from a web survey administered to Italian hotel managers and owners highlight the great importance attributed to web reputation and describe the type and frequency of controls as well as how the information collected from the Internet is used to support performance evaluation and managers’ decision-making.
Keywords: web reputation, online reviews, intangibles, online room booking channels, decision making, User Generated Content (UGC)
Aureli S., Supino E. (2015), Web reputation and performance measurement systems in the hotel industry: An explanatory study in Italy, Management Control, Special Issue 2, pp. 41-64, Doi: 10.3280/MACO2015-002003
