Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/65737
Title: Multilevel analysis of the relationship between type of travel, online ratings, and management response : empirical evidence from international upscale hotels
Authors: Liang, S
Schuckert, M 
Law, R 
Keywords: China
Customer satisfaction
Management response
Online reviews
Social media
Issue Date: 2017
Publisher: Routledge, Taylor & Francis Group
Source: Journal of travel & tourism marketing, 2017, v. 34, no. 2, p. 239-256 How to cite?
Journal: Journal of travel & tourism marketing 
Abstract: The diverse characteristics of customers and hotels have been identified as relevant to online customer satisfaction at the individual level. In this study, a comprehensive examination is conducted, through the use of a multilevel, nested model and secondary data set. The results show that both online review experience and management response frequencies can positively affect customer satisfaction. Additionally, hotel managers need to pay more attention to customers who have less online review experience when they carry out targeted response strategies. The findings have various implications for both academic researchers and hotel operators.
URI: http://hdl.handle.net/10397/65737
ISSN: 1054-8408
EISSN: 1540-7306
DOI: 10.1080/10548408.2016.1156613
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