The signaling effect of management response in engaging customers: A study of the hotel industry

被引：115
|
作者：
Li, Chunyu [1 ,3 ]
Cui, Geng [2 ,4 ]
Peng, Ling [2 ,4 ]
机构：
[1] Guangdong Univ Foreign Studies, Sch Business, Dept Mkt, Guangzhou, Guangdong, Peoples R China
[2] Lingnan Univ, Fac Business, Hong Kong, Hong Kong, Peoples R China
[3] 2 North Baiyun Rd, Guangzhou, Guangdong, Peoples R China
[4] 8 Castle Peak Rd, Tuen Mun, Hong Kong, Peoples R China
来源：
TOURISM MANAGEMENT | 2017年 / 62卷
关键词：
Hotel management; Customer engagement; Signaling; Online reviews; Management response; WORD-OF-MOUTH; ONLINE REVIEWS; MEDIA RICHNESS; ENGAGEMENT; INFORMATION; COMMUNICATION; BEHAVIOR; CONSUMERS; LOYALTY; TRUST;
D O I：
10.1016/j.tourman.2017.03.009
中图分类号：
X [环境科学、安全科学];
学科分类号：
08 ; 0830 ;
摘要：
Hotels today actively respond to online reviews given their tremendous influence on travelers' decisions. Yet, the questions of how to respond to online reviews continue to baffle hotel managers. By focusing on prospective travelers, we propose the effective management response signals hotels' care for customers and quality of service. Particularly, we postulate the frequency, speed and length of response influence the effectiveness of signaling in reducing information asymmetry. Based on the large-scale field data from TripAdvisor, this study demonstrates that the frequency and speed of response significantly enhance travelers' engagement as indicated by more reviews, higher average valence, more votes for helpfulness, and higher popularity ranking. Furthermore, the frequent and speedy response is more effective for budget (vs. premium) hotels. Thus, management response to online reviews serves as a critical channel of communication to engage customers. (C) 2017 Elsevier Ltd. All rights reserved.
引用
收藏
页码：42 / 53
页数：12
相关论文
共 50 条
  • [21] Hotel revenue management and its impact on customers' perceptions of fairness
    Sunmee Choi
    Anna S Mattila
    Journal of Revenue and Pricing Management, 2004, 2 (4) : 303 - 314
  • [22] A Review of Hotel Human Resources Management in Hotel Industry in China
    Liu, Yang
    Cai, Denghuo
    PROCEEDINGS OF 2014 2ND INTERNATIONAL CONFERENCE IN HUMANITIES, SOCIAL SCIENCES AND GLOBAL BUSINESS MANAGEMENT (ISSGBM 2014), VOL 25, 2014, 25 : 125 - 132
  • [23] The international aspects of the hotel industry management
    Palatkin, A. S.
    TERRA ECONOMICUS, 2010, 8 (04): : 205 - 212
  • [24] Earnings Management in the Spanish Hotel Industry
    Parte Esteban, Laura
    Such Devesa, Maria Jesus
    CORNELL HOSPITALITY QUARTERLY, 2011, 52 (04) : 466 - 479
  • [25] Customer Relationship Management in Hotel Industry
    Banga, Gagandeep
    Kumar, Babita
    Goyal, Harshal
    PACIFIC BUSINESS REVIEW INTERNATIONAL, 2013, 5 (12): : 71 - 81
  • [26] Internal marketing management in hotel industry
    Huang, Jingxuan
    2006 International Symposium on Hospitality Management and Business Information, Proceedings, 2006, : 158 - 163
  • [27] RESOURCE-MANAGEMENT IN THE HOTEL INDUSTRY
    PATERSON, NDL
    OPERATIONS MANAGEMENT IN ADVANCED MANUFACTURE AND SERVICES COMMON ISSUES : COMMON APPROACHES, 1989, : 39 - 44
  • [28] Crisis management in the Greek hotel industry in response to COVID-19 pandemic
    Pavlatos, Odysseas
    Kostakis, Hara
    Digkas, Dimitrios
    ANATOLIA-INTERNATIONAL JOURNAL OF TOURISM AND HOSPITALITY RESEARCH, 2021, 32 (01): : 80 - 92
  • [29] REVENUE MANAGEMENT IN HOSPITALITY INDUSTRY (CASE STUDY OF A SELECTED CONGRESS HOTEL)
    Lzicar, Petr
    Rubacek, Filip
    Abrham, Josef
    7TH INTERNATIONAL SCIENTIFIC CONFERENCE IFRS: GLOBAL RULES AND LOCAL USE - BEYOND THE NUMBERS, 2019, : 365 - 374
  • [30] Expatriation in the hotel industry An exploratory study of management skills and cultural training
    Causin, Gina Fe
    Ayoun, Baker
    Moreo, Patrick
    INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2011, 23 (6-7) : 885 - 901
12345