Stamolampros, P orcid.org/0000-0001-8143-7244, Dousios, D and Korfiatis, N (2020) Evaluating domestic bias on airline passengers’ ratings: The moderating effect of cultural value orientation. International Journal of Hospitality Management, 87. 102466. ISSN 0278-4319
Abstract
We explore differences in airline passengers’ online ratings toward domestic and foreign carriers. Using a dataset of more than 380,000 airline passenger reviews obtained from TripAdvisor, we show that on average passengers express higher satisfaction (as proxied by their overall rating) for airline service encounters with domestic carriers, exhibiting a form of domestic bias. Using Hofstede’s framework, we examine how cultural dimensions influence the strength of this bias and find support for the moderating impact (positive and negative) of passengers’ cultural dimensions on their provided ratings toward domestic airlines. The study has theoretical and practical implications for international marketing researchers and airline operational planners.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Editors: |
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Copyright, Publisher and Additional Information: | © 2020 Elsevier Ltd. All rights reserved. This is an author produced version of an article published in International Journal of Hospitality Management. Uploaded in accordance with the publisher's self-archiving policy. |
Keywords: | Electronic WOM; Online rating; Airlines; Cultural orientation; Domestic bias |
Dates: |
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Institution: | The University of Leeds |
Academic Units: | The University of Leeds > Faculty of Business (Leeds) > Management Division (LUBS) (Leeds) > Management Division Decision Research (LUBS) |
Depositing User: | Symplectic Publications |
Date Deposited: | 06 Feb 2020 11:13 |
Last Modified: | 12 Aug 2021 00:38 |
Status: | Published |
Publisher: | Elsevier |
Identification Number: | 10.1016/j.ijhm.2020.102466 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:156305 |