The business value of online consumer reviews and management response to hotel performance

被引：404
|
作者：
Xie, Karen L. [1 ]
Zhang, Zili [2 ]
Zhang, Ziqiong [2 ]
机构：
[1] Univ Denver, Daniels Coll Business, Denver, CO 80208 USA
[2] Harbin Inst Technol, Sch Management, Harbin 150001, Peoples R China
来源：
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2014年 / 43卷
基金：
中国国家自然科学基金;
关键词：
Consumer reviews; Management responses; Hotel performance; Reputation management; WORD-OF-MOUTH; USER-GENERATED CONTENT; CUSTOMER SATISFACTION; PRODUCT REVIEWS; MODERATING ROLE; SOCIAL MEDIA; IMPACT; HOSPITALITY; DYNAMICS; BEHAVIOR;
D O I：
10.1016/j.ijhm.2014.07.007
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The business case for investing in online reputation has received increasing scrutiny in recent years. This study identifies the business value of consumer reviews and management responses to hotel performance. We present a panel data analysis of online consumer reviews and management responses of 843 hotels on a hotel review website. The results show that overall rating, attribute ratings of purchase value, location and cleanliness, variation and volume of consumer reviews, and the number of management responses are significantly associated with hotel performance. In addition, variation and volume of consumer reviews moderate the relationship between overall rating and hotel performance. Management responses, together with variation and volume of consumer reviews, moderate the relationship between certain attribute ratings and hotel performance. Implications of utilizing consumer reviews and management responses to leverage hotel business are provided. (C) 2014 Elsevier Ltd. All rights reserved.
引用
收藏
页码：1 / 12
页数：12
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