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