Consumers typically compare information before making decisions. Only when the two types of information are consistent in admitting high service quality are consumers motivated to book a hotel. However, the impact of the attitude gap between similar information sources on consumer booking behavior remains unexplored. Drawing on expectation confirmation theory, we investigate the influence of the rating gap and review gap on hotel sales. Additionally, we explore the moderating effect of hotel popularity. Through archival and experimental analyses, we found that (1) both the rating and review gap have a significantly positive effect on hotel sales, (2) the review gap has a more positive effect on hotel sales than the rating gap, and (3) hotel popularity amplifies the effects of both the rating gap and the review gap on hotel sales. Our findings provide valuable managerial insights for service providers to improve hotel sales in dynamic environments.

中文翻译：

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酒店评分差距和评论差距的意外销售提升：期望确认视角


消费者通常会在做出决策之前比较信息。只有当这两种类型的信息一致地承认高服务质量时，消费者才会有动力预订酒店。然而，相似信息来源之间的态度差距对消费者预订行为的影响仍有待探索。借鉴期望确认理论，我们调查了评分差距和评论差距对酒店销售额的影响。此外，我们还探讨了酒店受欢迎程度的调节作用。通过档案和实验分析，我们发现 （1） 评分和评论差距对酒店销售都有显着的积极影响，（2） 评论差距对酒店销售的影响比评级差距更积极，以及 （3） 酒店受欢迎程度放大了评分差距和评论差距对酒店销售的影响。我们的研究结果为服务提供商提供了宝贵的管理见解，以提高动态环境中的酒店销售额。