The joint effect of online reviews and manager responses in driving company ratings

IF 7.3 2区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Tourism Management Perspectives Pub Date : 2024-01-01 DOI:10.1016/j.tmp.2023.101215

Nina Krey , Shuang Wu , Shih-Hui (Steven) Hsiao , Tony L.J. Lin

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引用次数: 0

Abstract

The current study extends the literature on firm-customer online relationship building by jointly assessing customers' opinions and firms' responses to understand their impact on firm ratings. This study implements text analytics and sentiment analysis on customer reviews and manager responses. Specifically, the impact of message sentiment (emotional versus rational) and textual characteristics of online reviews and manager responses is examined. Finally, the assessment focuses on the impact of hotel customer reviews and manager responses sentiment on hotel ratings. Data collection implements a web crawler to gather a consistent panel of user-level activity from TripAdvisor. The final data includes customer reviews, manager responses, and hotel ratings over a three-year period. Current contributions provide further insights into how companies can utilize online reviews and manager responses to increase online ratings of their firms. Managerial implications suggest using emotional responses with short sentences to improve online ratings.

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在线评论和经理回应对公司评级的共同影响

本研究通过联合评估客户的意见和公司的回应，了解它们对公司评级的影响，从而扩展了有关公司与客户在线关系建设的文献。本研究对客户评论和经理回复进行了文本分析和情感分析。具体来说，研究了在线评论和经理回复的信息情感（感性与理性）和文本特征的影响。最后，评估的重点是酒店顾客评论和经理回复情感对酒店评分的影响。数据收集采用了网络爬虫技术，从 TripAdvisor 收集一致的用户级活动面板。最终数据包括三年内的客户评论、经理回复和酒店评级。目前的研究成果为企业如何利用在线评论和经理回复来提高其公司的在线评分提供了进一步的见解。对管理者的启示建议使用情感回应和简短的句子来提高在线评分。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Tourism Management Perspectives Multiple-

CiteScore

15.60

自引率

3.40%

发文量

审稿时长

59 days

期刊介绍： Tourism Management Perspectives is an interdisciplinary journal that focuses on the planning and management of travel and tourism. It covers topics such as tourist experiences, their consequences for communities, economies, and environments, the creation of image, the shaping of tourist experiences and perceptions, and the management of tourist organizations and destinations. The journal's editorial board consists of experienced international professionals and it shares the board with Tourism Management. The journal covers socio-cultural, technological, planning, and policy aspects of international, national, and regional tourism, as well as specific management studies. It encourages papers that introduce new research methods and critique existing ones in the context of tourism research. The journal publishes empirical research articles and high-quality review articles on important topics and emerging themes that enhance the theoretical and conceptual understanding of key areas within travel and tourism management.