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Research unit


Lead researcher

Jean-Charles Marin, Research Professor


Chantal Casavant (ITHQ)


Association des hôtels du Grand Montréal (AHGM)




In a context where consumers rely more and more on rating systems to choose their hotel, they need to understand the criteria that govern this classification in order to be able to influence it in turn.

Therefore, the purpose of this research was to assist hoteliers in their strategic choices to identify and validate the decision rules that explain hotel ratings on online customer review sites (OCRS). To that end, the research team adapted a search tool called Dominance-Based Rough Set Approach (DRSA). The results were used to evaluate the different factors that may influence the position of a hotel in the rankings. This study will allow hoteliers to identify the criteria that can improve their services and thus, adjust their service offer.

Funding sources

Partnership Engage Grant – Natural Sciences and Engineering Research Council of Canada (NSERC)


Hotel industry, online shopping site, operational research, operational tool, customer experience, customer reviews, ranking

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