{"title":"言出必行:管理层回应酒店客人评论时的具体语言与抽象语言","authors":"","doi":"10.1016/j.tourman.2024.105032","DOIUrl":null,"url":null,"abstract":"<div><p>Hospitality managers increasingly respond to hotel guest reviews to achieve customer satisfaction and cultivate customer relationships. Conventional wisdom suggests that concrete language is more effective in customer service encounters. However, little is known whether, when and why abstract <em>versus</em> concrete management response is more effective in achieving customer satisfaction. We adopt a mixed-method approach with a big data study based on a sample of 1,253,668 reviews from 2306 hotels and two scenario-based laboratory experiments. We show that abstract (<em>versus</em> concrete) management response fosters greater customer satisfaction when it addresses positive (<em>versus</em> negative) reviews or is from a senior manager (<em>versus</em> junior staff). When responding to positive (<em>versus</em> negative) reviews or issued by a senior manager (<em>versus</em> junior staff), the abstract (<em>versus</em> concrete) response enhances customers’ perceived warmth (<em>versus</em> perceived competence). Our findings provide meaningful guidelines for the hospitality and tourism industry.</p></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":null,"pages":null},"PeriodicalIF":10.9000,"publicationDate":"2024-08-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.sciencedirect.com/science/article/pii/S0261517724001511/pdfft?md5=e7ec51d9bb7f4b48df6a28fd9c80380e&pid=1-s2.0-S0261517724001511-main.pdf","citationCount":"0","resultStr":"{\"title\":\"All words have consequences: Concrete versus abstract language in management response to hotel guest reviews\",\"authors\":\"\",\"doi\":\"10.1016/j.tourman.2024.105032\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<div><p>Hospitality managers increasingly respond to hotel guest reviews to achieve customer satisfaction and cultivate customer relationships. Conventional wisdom suggests that concrete language is more effective in customer service encounters. However, little is known whether, when and why abstract <em>versus</em> concrete management response is more effective in achieving customer satisfaction. We adopt a mixed-method approach with a big data study based on a sample of 1,253,668 reviews from 2306 hotels and two scenario-based laboratory experiments. We show that abstract (<em>versus</em> concrete) management response fosters greater customer satisfaction when it addresses positive (<em>versus</em> negative) reviews or is from a senior manager (<em>versus</em> junior staff). When responding to positive (<em>versus</em> negative) reviews or issued by a senior manager (<em>versus</em> junior staff), the abstract (<em>versus</em> concrete) response enhances customers’ perceived warmth (<em>versus</em> perceived competence). Our findings provide meaningful guidelines for the hospitality and tourism industry.</p></div>\",\"PeriodicalId\":48469,\"journal\":{\"name\":\"Tourism Management\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":10.9000,\"publicationDate\":\"2024-08-24\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"https://www.sciencedirect.com/science/article/pii/S0261517724001511/pdfft?md5=e7ec51d9bb7f4b48df6a28fd9c80380e&pid=1-s2.0-S0261517724001511-main.pdf\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Tourism Management\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://www.sciencedirect.com/science/article/pii/S0261517724001511\",\"RegionNum\":1,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"ENVIRONMENTAL STUDIES\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Tourism Management","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0261517724001511","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"ENVIRONMENTAL STUDIES","Score":null,"Total":0}
All words have consequences: Concrete versus abstract language in management response to hotel guest reviews
Hospitality managers increasingly respond to hotel guest reviews to achieve customer satisfaction and cultivate customer relationships. Conventional wisdom suggests that concrete language is more effective in customer service encounters. However, little is known whether, when and why abstract versus concrete management response is more effective in achieving customer satisfaction. We adopt a mixed-method approach with a big data study based on a sample of 1,253,668 reviews from 2306 hotels and two scenario-based laboratory experiments. We show that abstract (versus concrete) management response fosters greater customer satisfaction when it addresses positive (versus negative) reviews or is from a senior manager (versus junior staff). When responding to positive (versus negative) reviews or issued by a senior manager (versus junior staff), the abstract (versus concrete) response enhances customers’ perceived warmth (versus perceived competence). Our findings provide meaningful guidelines for the hospitality and tourism industry.
期刊介绍:
Tourism Management, the preeminent scholarly journal, concentrates on the comprehensive management aspects, encompassing planning and policy, within the realm of travel and tourism. Adopting an interdisciplinary perspective, the journal delves into international, national, and regional tourism, addressing various management challenges. Its content mirrors this integrative approach, featuring primary research articles, progress in tourism research, case studies, research notes, discussions on current issues, and book reviews. Emphasizing scholarly rigor, all published papers are expected to contribute to theoretical and/or methodological advancements while offering specific insights relevant to tourism management and policy.