Do Hotel Responses Matter?: A Comprehensive Perspective on Investigating Online Reviews

Wenlong Liu and Rongrong Ji
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Wenlong Liu: Nanjing University of Aeronautics and Astronautics, China
Rongrong Ji: Nanjing University of Aeronautics and Astronautics, China

Information Resources Management Journal (IRMJ), 2019, vol. 32, issue 3, 70-89

Abstract: This article aims to examine how hotel responses to online reviews influence how potential consumers perceived the helpfulness of the online reviews. Response length and voice were employed to measure the hotel's response quality. 637 reviews with responses were used for empirical analysis. The study identified three different types of response voices: disputed voice, professional voice, and empathetic voice. The results show that both response length and response voice have significant effects on the helpfulness perceived by potential consumers. Moreover, they also have some interaction effects with star ratings, review length, and review image. This study suggests that hotels should strategically respond to both positive and negative online reviews so as to both create a positive interaction atmosphere and resolve consumer complaints. The findings of this study can, to some extent, help manage word of mouth reputations.

Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:igg:rmj000:v:32:y:2019:i:3:p:70-89

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