Perception of Online Hotel Reviews from the Demand and Supply Side. With the Example of Comfort Hotels in Downtown Toronto

      Аннотация: The book is a journey that makes the reader discover if online hotel reviews affect customer's and/or hotelier's behaviour. Throughout the pages many different aspects of user-generated contect are discussed, being always illustrated with interesting examples. It will give answer to many of today's questions concerning the hotel industry and how it is affected by the increase of social media. The findings revealed with this research display an interesting starting point for further studies. These are also a great help for hotel businesses from any country, as well as for those who want to become wiser travellers.

Ключевые слова: Electronic Word-of-Mouth, User-generated Content, Guest review, Review platform, Guest experience, Guest behavior, Hotelier behavior