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

IF 10.9 1区 管理学 Q1 ENVIRONMENTAL STUDIES
Chunyu Li , Yiheng Yu , Raffaele Filieri , Geng Cui
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引用次数: 0

摘要

酒店管理者越来越多地回应酒店客人的评论,以获得客户满意度并培养客户关系。传统观念认为,具体的语言在客户服务中更为有效。然而,抽象与具体的管理回应是否、何时以及为何能更有效地达到客户满意度,却鲜为人知。我们采用了一种混合方法,即基于 2306 家酒店 1,253,668 条评论样本的大数据研究和两个基于场景的实验室实验。我们的研究表明,当管理层针对正面(相对于负面)评论做出抽象(相对于具体)回应时,或者当高层管理人员(相对于基层员工)做出回应时,顾客满意度会更高。当回应正面(相对于负面)评价或由高级经理(相对于初级员工)发出时,抽象(相对于具体)的回应会增强顾客的热情感知(相对于能力感知)。我们的研究结果为酒店和旅游业提供了有意义的指导。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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.

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来源期刊
Tourism Management
Tourism Management Multiple-
CiteScore
24.10
自引率
7.90%
发文量
190
审稿时长
45 days
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.
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