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Title: Not all words are beneficial : the impact of management response contents on customer engagement behavior
Authors: Zhang, Z
Li, H 
Yang, Y
Xu, Y
Issue Date: Feb-2021
Source: International journal of hospitality management, Feb. 2021, v. 93, 102805
Abstract: Online reviews play an important role in motivating hotels to enhance customer engagement through appropriate management responses. However, the impact of management responses on customer engagement remains unclear. With data from hotel reviews and management responses, this study demonstrates that customer engagement is significantly reduced when causal explanations and certain words are included in management responses, as indicated by the number of future reviews. We also observe that the negative influence of causal explanations can be alleviated when management responses contain uncertain words. Furthermore, management responses which include positive-emotional words attenuate the negative impact of causal explanations. However, no significant effect is found when negative-emotional words are used in management responses. These findings can help managers develop effective response strategies to facilitate customer engagement behavior.
Keywords: Causal explanations
Certain words
Customer engagement
Emotional words
Management response content
Uncertain words
Publisher: Pergamon Press
Journal: International journal of hospitality management 
ISSN: 0278-4319
EISSN: 1873-4693
DOI: 10.1016/j.ijhm.2020.102805
Appears in Collections:Journal/Magazine Article

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