How do domestic and international high-end hotel brands receive and manage customer feedback?

International Journal of Hospitality Management - Tập 77 - Trang 528-537 - 2019
Markus Schuckert1, Sai Liang2,3, Rob Law1, Wenjun Sun4
1School of Hotel & Tourism Management, The Hong Kong Polytechnic University, 17 Science Museum Road, TST-East, Kowloon, Hong Kong (SAR)
2Collaborative Innovation Center of Modern Tourism Development, Nankai University, 38 Tongyan Road, Tianjin, 300350, PR China
3College of Tourism and Service Management, Nankai University, 38 Tongyan Road, Tianjin, 300350, PR China
4School of Management, Harbin Institute of Technology, 92 West Dazhi Street, Harbin, 150001, PR China

Tài liệu tham khảo

Bastič, 2012, Measurement scale for eco-component of hotel service quality, Int. J. Hosp. Manag., 31, 1012, 10.1016/j.ijhm.2011.12.007 Batra, 2014, Effects of brand local and non-local origin on consumer attitudes in developing countries, J. Consum. Psychol., 9, 83, 10.1207/S15327663JCP0902_3 Becker, 2000, Service recovery strategies: the impact of cultural differences, J. Hosp. Tour. Res., 24, 526, 10.1177/109634800002400407 Benítez, 2007, Using fuzzy number for measuring quality of service in the hotel industry, Tour. Manag., 28, 544, 10.1016/j.tourman.2006.04.018 Bonfanti, 2016, Hotel responses to guests’ online reviews: an exploratory study on communication styles, 397 Cai, 1993, China’s tourism service failure, Cornell Hotel Restaur. Adm. Q., 34, 30, 10.1177/001088049303400408 Cavusgil, 1982, A framework for cross-cultural measurement of consumer dissatisfaction, 80 Chan, 2009, Hotel development in China: the hoteliers’ perspective, J. China Tour. Res., 5, 210, 10.1080/19388160902910755 Chen, 2008, Online consumer review: word-of-mouth as a new element of marketing communication mix, Manage. Sci., 54, 477, 10.1287/mnsc.1070.0810 Chen, 2018, Measuring and managing the externality of managerial responses to online customer reviews, Inf. Syst. Res. Chevalier, 2006, The effect of word of mouth on sales: online book reviews, J. Mark. Res., 43, 345, 10.1509/jmkr.43.3.345 Chon, 2013 Choy, 1986, Tourism in PR China: market trends and changing policies, Tour. Manag., 7, 197, 10.1016/0261-5177(86)90005-1 Cook, 1989, China’s hotels: still playing catch-up, Cornell Hotel Restaur. Adm. Q., 30, 64, 10.1177/001088048903000318 De Pelsmacker, 2018, Digital marketing strategies, online reviews and hotel performance, Int. J. Hosp. Manag., 72, 47, 10.1016/j.ijhm.2018.01.003 Goh, 2013, Social media brand community and consumer behavior: quantifying the relative impact of user- and marketer-generated content, Inf. Syst. Res., 24, 88, 10.1287/isre.1120.0469 Gu, 2003, The Chinese lodging industry: problems and solutions, Int. J. Contemp. Hosp. Manag., 15, 386, 10.1108/09596110310496024 Gu, 2014, First step in social media: measuring the influence of online management responses on customer satisfaction, Prod. Oper. Manag., 23, 570, 10.1111/poms.12043 Gu, 2012, The changing structure of the Chinese hotel industry: 1980–2012, Tour. Manag. Perspect., 4, 56, 10.1016/j.tmp.2012.02.001 Hardingham, 2012 Heung, 2008, International franchising: Opportunities for China’s state-owned hotels?, Int. J. Hosp. Manag., 27, 368, 10.1016/j.ijhm.2007.10.002 Hotel News Now, 2015 Hotels, 2016 Johnson, 2005, Locational strategies of international hotel chains, Ann. Tour. Res., 2, 1077, 10.1016/j.annals.2005.03.003 Johnson, 1995, Rational and adaptive performance expectations in a customer satisfaction framework, J. Consum. Res., 21, 695, 10.1086/209428 Kanousi, 2005, An empirical investigation of the role of culture on service recovery expectations, Manag. Serv. Qual., 15, 57, 10.1108/09604520510575263 Kim, 2004, Factors affecting online hotel reservation intention between online and non-online customers, Int. J. Hosp. Manag., 23, 381, 10.1016/j.ijhm.2004.02.001 Kim, 2009, The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels, Tour. Manag., 30, 51, 10.1016/j.tourman.2008.04.003 Kim, 2015, The effectiveness of managing social media on hotel performance, Int. J. Hosp. Manag., 44, 165, 10.1016/j.ijhm.2014.10.014 Lam, 2015, How can Asian hotel companies remain internationally competitive?, Int. J. Contemp. Hosp. Manag., 27, 827, 10.1108/IJCHM-05-2013-0226 Levy, 2013, An analysis of one-star online reviews and responses in the Washington, DC, lodging market, Cornell Hosp. Q., 54, 49, 10.1177/1938965512464513 Lewis, 2004, Service failure and recovery: evidence from the hotel industry, Int. J. Contemp. Hosp. Manag., 16, 6, 10.1108/09596110410516516 Li, 2007, Hotel general manager profile in China: a case of Guangdong Province, Int. J. Contemp. Hosp. Manag., 19, 263, 10.1108/09596110710747607 Li, 2011, When east meets west: an exploratory study on Chinese outbound tourists’ travel expectations, Tour. Manag., 32, 741, 10.1016/j.tourman.2010.06.009 Liang, 2017, Multilevel analysis of the relationship between type of travel, online ratings, and management response: empirical evidence from international upscale hotels, J. Travel. Tour. Mark., 34, 239, 10.1080/10548408.2016.1156613 Lin, 2014, Factors affecting online repurchase intention, Ind. Manag. Data Syst., 114, 597, 10.1108/IMDS-10-2013-0432 Magnini, 2004, Service failure recovery in China, Int. J. Contemp. Hosp. Manag., 16, 279, 10.1108/09596110410540249 Mariani, 2018, Effects of the Booking. com rating system: Bringing hotel class into the picture, Tour. Manag., 66, 47, 10.1016/j.tourman.2017.11.006 Mattila, 1999, Consumers value judgments: how business travelers evaluate luxury-hotel services, Cornell Hotel Restaur. Adm. Q., 40, 40, 10.1177/001088049904000121 Mauri, 2013, Web reviews influence on expectations and purchasing intentions of hotel potential customers, Int. J. Hosp. Manag., 34, 99, 10.1016/j.ijhm.2013.02.012 Miller, 2000, Service recovery: a framework and empirical investigation, J. Oper. Manag., 18, 387, 10.1016/S0272-6963(00)00032-2 National Bureau of Statistics of China., 2016 Statistical Yearbook of China, 2016. Retrieved from: http://data.stats.gov.cn/easyquery.htm?cn=C01. O’Connor, 2010, Managing a hotel’s image on TripAdvisor, J. Hosp. Mark. Manag., 19, 754 O’Connor, 2008, Hotel yield management practices across multiple electronic distribution channels, Inf. Technol. Tour., 10, 161, 10.3727/109830508784913103 Özsomer, 2008, Global brand purchase likelihood: a critical synthesis and an integrated conceptual framework, J. Int. Mark., 16, 1, 10.1509/jimk.16.4.1 Pantelidis, 2010, Electronic meal experience: a content analysis of online restaurant comments, Cornell Hosp. Q., 51, 483, 10.1177/1938965510378574 Parasuraman, 1985, A conceptual model of service quality and its implications for future research, J. Mark., 49, 41, 10.1177/002224298504900403 Parasuraman, 1988, SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, J. Retail., 64, 12 Parasuraman, 1991, Understanding customer expectations of service, Sloan Manage. Rev., 32, 39 Park, 2013, Responding to online reviews: Problem solving and engagement in hotels, Cornell Hosp. Q., 54, 64, 10.1177/1938965512463118 Proserpio, 2015 Qu, 1998, Service quality gap in China’s hotel industry: a study of tourist perceptions and expectations, J. Hosp. Tour. Res., 22, 252, 10.1177/109634809802200304 Rabe-Hesketh, 2012 Radojevic, 2017, Inside the rating scores: a multilevel analysis of the factors influencing customer satisfaction in the hotel industry, Cornell Hosp. Q., 58, 134, 10.1177/1938965516686114 Report Buyer, 2013 Schuckert, 2015, Hospitality and tourism online reviews: recent trends and future directions, J. Travel. Tour. Mark., 10.1080/10548408.2014.933154 Schuckert, 2015, A segmentation of online reviews by language groups: How English and non-English speakers rate hotels differently, Int. J. Hosp. Manag., 10.1016/j.ijhm.2014.12.007 Shim, 2001, An online prepurchase intentions model: The role of intention to search: Best Overall Paper Award – The Sixth Triennial AMS/ACRA Retailing Conference 2000, J. Retail., 77, 397, 10.1016/S0022-4359(01)00051-3 Smyth, 2010, 1 Snijders, 1999 Sparks, 2016, Responding to negative online reviews: the effects of hotel responses on customer inferences of trust and concern, Tour. Manag., 53, 74, 10.1016/j.tourman.2015.09.011 Steenkamp, 2010, A global investigation into the constellation of consumer attitudes toward global and local products, J. Mark., 74, 18, 10.1509/jmkg.74.6.18 Sun, 2012, How does the variance of product ratings matter?, Manage. Sci., 58, 696, 10.1287/mnsc.1110.1458 Tang, 2006, Ownership, corporate governance, and management in the state-owned hotels in the People’s Republic of China, Cornell Hotel Restaur. Adm. Q., 47, 182, 10.1177/0010880405284845 Treviño, 2013, How should managers respond? Exploring the effects of different responses to negative online reviews, Int. J. Leis. Tour. Mark., 3, 237, 10.1504/IJLTM.2013.052625 TripAdvisor, 2014 Tsang, 2011, Thirty years of research on tourism and hospitality management in China: a review and analysis of journal publications, Int. J. Hosp. Manag., 30, 886, 10.1016/j.ijhm.2011.01.009 Tsang, 2000, Service quality in China’s hotel industry: a perspective from tourists and hotel managers, Int. J. Contemp. Hosp. Manag., 12, 316, 10.1108/09596110010339706 Van Vaerenbergh, 2014, Customer intentions to invoke service guarantees: do excellence in service recovery, type of guarantee and cultural orientation matter?, Manag. Serv. Q. Int. J., 24, 45 Wang, 2008, Cultural perspectives: chinese perceptions of UK hotel service quality, Int. J. Cult. Tour. Hosp. Res., 2, 312, 10.1108/17506180810908970 Wei, 1989, Cultural conflicts: experiences of US visitors to China, Tour. Manag., 10, 322, 10.1016/0261-5177(89)90011-3 Xiao, 2008, International hotel development: a study of potential franchisees in China, Int. J. Hosp. Manag., 27, 325, 10.1016/j.ijhm.2007.10.006 Xie, 2014, The business value of online consumer reviews and management response to hotel performance, Int. J. Hosp. Manag., 43, 1, 10.1016/j.ijhm.2014.07.007 Xie, 2016, Effects of managerial response on consumer eWOM and hotel performance: Evidence from TripAdvisor, Int. J. Contemp. Hosp. Manag., 28, 2013, 10.1108/IJCHM-06-2015-0290 Xie, 2017, Monetizing managerial responses on TripAdvisor: performance implications across hotel classes, Cornell Hosp. Q., 58, 240, 10.1177/1938965516686109 Xie, 2017, Joint effects of management responses and online reviews on hotel financial performance: a data-analytics approach, Int. J. Hosp. Manag., 62, 101, 10.1016/j.ijhm.2016.12.004 Yau, 1988, Chinese cultural values: their dimensions and marketing implications, Eur. J. Mark., 22, 44, 10.1108/EUM0000000005285 Ye, 2009, The impact of online user reviews on hotel room sales, Int. J. Hosp. Manag., 28, 180, 10.1016/j.ijhm.2008.06.011 Ye, 2011, The influence of user-generated content on traveler behavior: an empirical investigation on the effects of e-word-of-mouth to hotel online bookings, Comput. Human Behav., 27, 634, 10.1016/j.chb.2010.04.014 Yu, 2012 Yu, 2005, Hotel reform in China: a SWOT analysis, Cornell Hotel Restaur. Adm. Q., 46, 153, 10.1177/0010880404273892 Zhang, 2018, Booking now or later: Do online peer reviews matter?, Int. J. Hosp. Manag. Zhao, 2015, The influence of online reviews to online hotel booking intentions, Int. J. Contemp. Hosp. Manag., 27, 1343, 10.1108/IJCHM-12-2013-0542 Zhu, 2010, Impact of online consumer reviews on sales: the moderating role of product and consumer characteristics, J. Mark., 74, 133, 10.1509/jmkg.74.2.133 Zoghbi-Manrique-de-Lara, 2014, Hotel guests’ responses to service recovery: how loyalty influences guest behavior, Cornell Hosp. Q., 55, 152, 10.1177/1938965513513348