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Abstract

Although the impacts of reviews provided by reviewers with expertise are well documented, the literature lacks empirical research on how such reviews are longitudinally linked to performance indicators and whether management responses to such reviews lead to differential impacts on these...

Author(s)
Xie, K. L.; So KamFung [So, K. F. K. ]
Publisher
Sage Publications Ltd, London, UK
Citation
Journal of Hospitality & Tourism Research, 2018, 42, 8, pp 1187-1209
Abstract

Hotels are increasingly shifting their online review strategy from passive listening to proactive engagement through management responses. This study investigates the joint effects of management responses and online reviews on hotel financial performance. Based on a large unique dataset of 22,483...

Author(s)
Xie, K. L.; So KamFung [So, K. F. K. ]; Wang Wei
Publisher
Elsevier Ltd, Amsterdam, Netherlands
Citation
International Journal of Hospitality Management, 2017, 62, pp 101-110
Abstract

Our research examines the perceptions and evaluations of prospective customers toward an online negative review and any accompanying hotel response. The study explores two main issues: whether the presence (versus absence) of an organizational response to negative customer reviews affects the...

Author(s)
Sparks, B. A.; So KamFung [So, K. F. K. ]; Bradley, G. L.
Publisher
Elsevier Ltd, Oxford, UK
Citation
Tourism Management, 2016, 53, pp 74-85