Evaluating Domestic Bias on Airline Passengers’ Ratings: The Moderating Effect of Cultural Value Orientation

Stamolampros, Panagiotis, Dousios, Dimitrios and Korfiatis, Nikolaos (2020) Evaluating Domestic Bias on Airline Passengers’ Ratings: The Moderating Effect of Cultural Value Orientation. International Journal of Hospitality Management, 87. ISSN 0278-4319

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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.

Item Type: Article
Uncontrolled Keywords: airlines,cultural orientation,domestic bias,electronic wom,online rating,tourism, leisure and hospitality management,strategy and management ,/dk/atira/pure/subjectarea/asjc/1400/1409
Faculty \ School: Faculty of Social Sciences > Norwich Business School
Related URLs:
Depositing User: LivePure Connector
Date Deposited: 11 Feb 2020 05:34
Last Modified: 11 Jul 2020 23:56
URI: https://ueaeprints.uea.ac.uk/id/eprint/74085
DOI: 10.1016/j.ijhm.2020.102466

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