摘要：The purpose of this study is to verify how online reviews can become a useful tool for the
improvement of hotel businesses through an in-depth analysis of selected scientific papers. This
systematic literature review analyses refereed journals in English, Spanish and Portuguese,
published worldwide between January 2008 and January 2020 and containing the keywords:
online reviews, hotel improvement, hotel performance and hotel development, in 11 different
databases. After examining 59 relevant papers, a range of approaches showing how online
reviews support hotel business development are uncovered. Besides contributing to the existing
literature by extending the current research on the use of online reviews, the findings of this study
also provide hoteliers with insights on how to take advantage of online reviews. Although several
studies approach hotel business development using online reviews, only a few studies have
gathered these papers to verify their applications and managerial implications. Thus, this paper
aims to fill this research gap.
