Organizational responses to online employee reviews: A mixed-method research

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2024-11-23 DOI:10.1016/j.ijhm.2024.104003

Yunxuan Carrie Zhang , Cass Shum , Amanda Belarmino

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引用次数: 0

Abstract

While the impacts of negative online employee reviews were established, few have studied organizational responses. A text mining of 18,962 Glassdoor reviews and 4386 organizational responses from 115 hotel management companies revealed that responses are analytical, clout, standardized, and in a positive tone, resembling appreciative explanations. Although only 41.7 % of organizations responded to employee reviews, the response ratio was higher for long reviews from larger organizations in post-pandemic. Drawing on the elaboration likelihood model (ELM), a two (explanation responses) by two (job seekers’ attitudes toward reviews) by two (source expertise) quasi-experiment was conducted. Explanation responses increase job seekers’ application intentions via the mediating role of situational blame, especially when job seekers have favorable attitudes toward reviews and the source expertise (embodied in review writers’ organizational tenure) is high. The findings add to research on employee reviews and provide recommendations for organizations to manage negative employee reviews.

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组织对在线员工评论的回应：混合方法研究

虽然网上员工负面评论的影响已经得到证实，但很少有人研究过组织的回应。对 Glassdoor 上的 18962 条评论和 115 家酒店管理公司的 4386 条组织回应进行文本挖掘后发现，回应具有分析性、影响力、标准化，且语气积极，类似于赞赏性解释。虽然仅有 41.7% 的组织回复了员工评论，但在大流行后，来自大型组织的长篇评论的回复率更高。借鉴阐述可能性模型（ELM），我们进行了一个二（解释性回应）乘以二（求职者对评论的态度）乘以二（来源专业知识）的准实验。通过情境责备的中介作用，解释性回应增加了求职者的求职意向，尤其是当求职者对评论持有利态度且来源的专业知识（体现为评论作者的组织任期）较高时。研究结果为员工评论研究增添了新的内容，并为企业管理员工负面评论提供了建议。

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

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.