An analysis of smart tourism system satisfaction scores: The role of priced versus average quality
作者：
Highlights：
• Hotel reviews online suggest that star rating categories are used as a reference standard.
• Comparison-level theory posits that product-based norm can be used as a reference point.
• Prospect theory postulates that consumers are more sensitive to loss than to gain.
• The online satisfaction score was positively related to the difference from the product-based norm.
• The negative deviation from the norm has a stronger effect than the positive deviation.
摘要
•Hotel reviews online suggest that star rating categories are used as a reference standard.•Comparison-level theory posits that product-based norm can be used as a reference point.•Prospect theory postulates that consumers are more sensitive to loss than to gain.•The online satisfaction score was positively related to the difference from the product-based norm.•The negative deviation from the norm has a stronger effect than the positive deviation.
论文关键词：User-generated contents,Hotel industry,Comparison-level theory,Prospect theory
论文评审过程：Available online 23 April 2015, Version of Record 31 May 2015.
论文官网地址：https://doi.org/10.1016/j.chb.2015.02.070
