Journal
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
Volume 77, Issue -, Pages 528-537Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.ijhm.2018.08.017
Keywords
Hotel branding; Luxury; Brand origin; Online reviews; Reputation management; E-Wom
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Funding
- Hong Kong Polytechnic University [1-ZE3K]
- National Natural Science Foundation of China [71571167]
- Fundamental Research Funds for the Central Universities [63182059]
- Tianjin Science and Technology Development Strategy Research Plan [17ZLZXZF00580]
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This study assesses social media content produced by customers and related review-management strategies of domestic and international hotel chains in Mainland China. Descriptive statistical methods and multilevel regression are employed. The results suggest that: (a) luxury consumers are more likely to choose international hotel chains; (b) international hotels pay more attention to improving response strategies than domestic hotels do; and (c) a response-management strategy is an effective way for managers of Chinese hotels to improve customer satisfaction but shows only a limited effect for hotels with international brand origins. Relevant implications are provided for the hotel industry.
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