Harnessing the wisdom of employees from online reviews

Abstract

The research note discusses the informational value of online employee reviews in tourism and hospitality research and practice.Online reviews can complement existing approaches offering access in a pool of opinion highly representative of the industry. Theresults of our analysis reveal that the unstructured form of reviews through topic analysis can efficiently capture important topics foremployees and is in agreement with previous literature. As such it opens new avenues for researchers and practitioners since theintangible and heterogeneous nature of tourism and hospitality services can be measured with more direct data sources available tothe decision makers, than cross-sectional questionnaires.