回应还是等待？顾客评论差异对酒店响应优先级的影响

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-07-14 DOI:10.1016/j.ijhm.2025.104381

Na Wang , Shan Liu , Guangsen Si , Muyu Zhang

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引用次数: 0

摘要

酒店通常会密切关注客户评论，这是客户在在线旅游平台上发表意见的重要渠道。然而，酒店的信息处理能力通常是有限的。在众多的顾客评论中，目前尚不清楚哪些声音会促使酒店立即回应，哪些声音会让他们选择等待。为了回答这个问题，我们使用从TripAdvisor收集的数据来研究客户评论差异对酒店响应优先级的影响。我们的研究结果表明，内容与其他评论更不同的评论更有可能引起酒店的积极反应，当这些评论同时传达强烈的负面情绪时，这种影响会被放大。然而，带有积极情绪的评论不太可能被处理。这种影响在高档酒店比经济型酒店更强烈。我们还进行了额外的分析，以探讨酒店是否应该调整其响应优先级。我们的研究对酒店管理响应有重要的贡献。

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To respond or to wait? The effect of customer review differentiation on hotel response priority

Hotels typically pay close attention to customer reviews, which serve as a crucial channel for customers to voice their opinions on online travel platforms. However, hotels’ information processing capabilities are usually limited. Among numerous customer reviews, which voices prompt hotels to respond immediately and which they choose to wait on remains unclear. To answer this question, we examine the effects of customer review differentiation on hotel response priority using data scraped from TripAdvisor. Our findings indicate that reviews with content more different from others are more likely to elicit proactive hotel responses, and this effect is amplified when they also convey strong negative emotions. However, reviews with positive emotions stronger than others are less likely to be addressed. Such effects are stronger in premium than budget hotels. We also conduct additional analysis to explore whether hotels should adjust their response priority. Our study makes important contributions to hotel management response.

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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.