...Gabriel Gazzoli; Woo Gon Kim; Radesh Palakurthi Purpose The internet has significantly changed the ways hotels distribute and price their products. The imminent success of online intermediaries caused financial problems for hotel chains since online travel agencies offered better prices than...

...Yaniv Poria The literature claims that respondents who fill in guest satisfaction questionnaires do not form a truly representative sample of the hotel guests because they do so on a voluntary basis. This study explores the distribution of guest satisfaction questionnaires and the biases...