Vicious advice: Analyzing the impact of TripAdvisor on the quality of restaurants as part of the cultural heritage of Venice |
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| Institution: | 1. University of Milan, Italy;2. University of Amsterdam, The Netherlands;1. Newcastle Business School, Northumbria University, City Campus East 1, NE1 8ST, Newcastle upon Tyne, United Kingdom;2. Research Assistant at Newcastle Business School, Northumbria University, United Kingdom;1. School of Computing, Faculty of Engineering, Universiti Teknologi Malaysia, 81310 UTM Johor Bahru, Johor, Malaysia;2. Department of Information Systems, Faculty of Computer Science & Information Technology, University of Malaya, 50603 Kuala Lumpur, Malaysia;3. CBA Research Centre, Department of Business Administration, Collage of Business and Administration, Princess Nourah Bint Abdulrahman University, Riyadh, Saudi Arabia;4. Department for Management of Science and Technology Development, Ton Duc Thang University, Ho Chi Minh City, Viet Nam;5. Faculty of Electrical & Electronics Engineering, Ton Duc Thang University, Ho Chi Minh City, Viet Nam;6. School of Engineering, University of California, Merced, USA |
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| Abstract: | Venice is one of the most popular tourist destinations in the world. In Venice, as in other middle-sized heritage European cities, strong tourism pressure is trapping the city in a vicious circle that is eroding the quality of its tourism attractions. This development is related to the growing numbers of excursionists who lack the time to make informed decisions about the quality of goods. Consequently, suppliers reduce the quality of their offerings and instead focus on market share. Consumer-generated media (CGM) may help resist this development by providing excursionists with aggregated, up-to-date information on the quality of tourism offerings as perceived by customers. In this paper, we investigate the efficiency of TripAdvisor in helping tourists to make informed decisions and in increasing the popularity of restaurants offering a higher expected quality. Our findings suggest that, although TripAdvisor's algorithm is designed to reward quality, it does not adequately meet these goals. |
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| Keywords: | Tourism management Destination management Heritage city Consumer-generated media TripAdvisor |
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