摘要：The research required for the purposes of this study was carried out using a sample of Belgrade hotels. The aim of the study was to analyze the tendency of Belgrade hotel guests to post hotel reviews on the TripAdvisor portal during the study period between 2005 and 2014 in order to determine whether there were any significant changes in this tendency during the observed period. Another aim was to determine whether there were any significant differences between hotel guests of different hotel categories. The results obtained for this period point to a significant increase in the frequency of review posting by the guests of Belgrade hotels on the TripAdvisor portal. This increase can only partly be attributed to the increased number of active Internet users. Other reasons are related to the increasing popularity of such portals and changes in consumer behavior. Based on the conducted KruskalWallis test as well as a series of Mann-Whitney tests,it can be concluded that there are statistically significant differences between guests of differentcategory hotels for the observed feature. Thus,the guests of lower category hotels show significantly lower tendency to publish hotel reviews than the guests of middle or high category hotels.
关键词：Electronic Word-of-Mouth (eWOM);online hotel reviews; TripAdvisor
