Guest interaction with hotel booking website information: scale development and validation of antecedents and consequences

ABSTRACT

Hotel booking websites to collect information about hospitality products/services are becoming more popular in the hotel industry. As a result, the importance of these websites for tourism firms marketing their services and products through electronic word of mouth (eWOM) on these hotel booking websites continues to grow. Despite its importance, there has been little research on how guests interact with information to increase eWOM. This paper creates a new scale for assessing guest interaction with Meituan.com information to fill this void. To this end, a three-step mixed-methods approach using open-ended surveys and published relevant research is used. Data were gathered from 440 hotel guests in Taiwan, China, and Hong Kong. Using SmartPLS 4, confirmatory factor analysis revealed 33 final items for the new scale. This paper significantly contributes to potential guest behavior by creating and confirming this new scale in the hospitality context.

抽象的

收集有關酒店產品/服務資訊的酒店預訂網站在酒店業中變得越來越流行。 因此，這些網站對於旅遊公司透過這些飯店預訂網站上的電子口碑 (eWOM) 行銷其服務和產品的重要性不斷增長。 儘管它很重要，但關於客人如何與資訊互動以增加電子口碑的研究卻很少。 本文創建了一個新的量表來評估客人與美團網資訊的互動FF0Cz以填補這一空白。 為此，採用了三步驟混合方法，利用開放式調查和已發表的相關研究。 資料收集自台灣、中國大陸和香港的 440 位飯店客人。 使用 SmartPLS 4，驗證性因子分析揭示了新量表的 33 個最終項目。 本文透過在酒店業環境中創建和確認這一新規模，對潛在賓客行為做出了重大貢獻。

KEYWORDS:

• Guest interaction
• hotel booking
• Meituan
• self-presentation
• scale development

Disclosure statement

No potential conflict of interest was reported by the author(s).

Credit author statement

Kareem M. Selem	=	Conceptualization, Visualization, Supervision, Writing-Review & Editing, and Project Administration
Muhammad Haroon Shoukat	=	Conceptualization, Methodology, Software, Validation, Formal Analysis, and Data Curation
Rimsha Khalid	=	Investigation, Resources, Writing-Original Draft, and Visualization
Mohsin Raza	=	Supervision, Writing-Review & Editing, and Project Administration

Supplementary Material

Supplemental data for this article can be accessed online at https://doi.org/10.1080/19368623.2023.2279174.

Additional information

Funding

No funding was received to assist with the preparation of this manuscript.