Marta Nieto García

• PhD
• Senior Lecturer at University of Portsmouth

Customers’ evaluation of hotel prices has received increasing attention in hospitality research. Beyond the specific attributes of the offer, internal norms related to prior experiences affect customers’ response to price. Drawing on the behavioral price literature, this study investigates the effect of travel frequency and reference price on the f...

Online peer-to-peer platforms empower individual users and facilitate value-oriented exchanges. Personal profiles are the main point of contact with consumers on these platforms. Although individual sellers can use these profiles to market their own products, the optimal communication strategies that maximize their revenues remain uncertain. In lin...

Purpose This paper aims to investigates the use of internal communications to foster workforce resilience in the cruise industry during a crisis. Drawing on the regulatory focus theory, this study explores how internal communication strategies can build employee resilience particularly at a time of difficulty. The regulatory focus theory explores t...

Crisis communications are vital to business in times of uncertainty because clear messaging inspires confidence, keeps stakeholders updated and will help companies continue to trade successfully. Recently, the COVID-19 crisis has challenged traditional communication practice in the cruise sector, highlighting the limitations of traditional crisis c...

Dynamic pricing is at the core of hotel revenue management (RM). Big data technologies have facilitated information processing and enriched dynamic pricing techniques. One of the challenges in the sector relates to price personalization, i.e., how prices can be adjusted at the customer level. Using a qualitative approach, the study analyzes how dyn...

This study aims to contribute to the growing literature on peer‐to‐peer services by investigating the relationships among three relevant aspects of such services, namely customers' identification with service providers, customers' feelings of psychological ownership toward the service setting (i.e., the providers' resources), and customers' interac...

Many service providers explicitly ask customers for a tip. This may create social pressure, thus resulting in lower tips. Building on the theory of psychological reactance, we propose that an explicit request to tip has a detrimental impact on tip size. Across two studies, a field experiment and an online experiment, we test this effect and examine...

The rise of peer-to-peer accommodation has challenged the traditional hotel business model. A lingering question is the effect of Airbnb supply on hotel performance. By analyzing 466 estimates from 33 different studies, our results reveal that the negative effect of Airbnb supply on hotel performance is moderate. The meta-regression of effect size...

Purpose Literature on the motives influencing consumers’ intention to use peer-to-peer (P2P) platforms has become vast and fragmented. The purpose of this paper is to shed light on this research stream by applying a novel methodological approach that reveals the existence of alternative combinations of motives that equally boost consumers’ intentio...

Genuine reviews are essential for financial performance and for customer trust. In the case of a negative experience, withholding negative reviews may lead to biased online information. This paper aims to investigate two factors that may prompt customers to withhold their complaints (i.e., identity disclosure and locus of control). The study adopts...

This study investigates strategic consumer behavior in online hotel booking. Free cancellation policies enable consumers to rebook the hotel room at a later time should the price drop prior to the date of stay. A discrete choice experiment is used to infer consumer preferences for free cancellation and non-refundable rates under different scenarios...

Online ratings provide valuable information to operators. However, the use of this information for revenue maximization purposes remains at a moot point. This article proposes a new method to decompose ratings based on their relevance to hotel performance. From a methodological standpoint, we propose a multi-criteria decision analysis approach. The...

Drawing on the services marketing and sharing economy literature, the study identifies the leading reputational attributes that boost popularity in sharing economy platforms. As popularity stands as a purchase decision-making tool, the purpose of this paper is to jointly examine the influence of personal reputation and product description. A sample...

Understanding the determinants of consumers’ willingness to pay (WTP) is an important challenge especially for practitioners. This study evaluates the effect of external information (eWOM valence and volume) and internal information (internal reference price) on consumers’ WTP for an accommodation. The results of an online experiment (n = 766) show...