Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/90564
DC Field | Value | Language |
---|---|---|
dc.contributor | School of Hotel and Tourism Management | en_US |
dc.creator | Zhang, Z | en_US |
dc.creator | Li, H | en_US |
dc.creator | Yang, Y | en_US |
dc.creator | Xu, Y | en_US |
dc.date.accessioned | 2021-07-22T05:35:28Z | - |
dc.date.available | 2021-07-22T05:35:28Z | - |
dc.identifier.issn | 0278-4319 | en_US |
dc.identifier.uri | http://hdl.handle.net/10397/90564 | - |
dc.language.iso | en | en_US |
dc.publisher | Pergamon Press | en_US |
dc.rights | © 2020 Elsevier Ltd. All rights reserved. | en_US |
dc.rights | © 2020. This manuscript version is made available under the CC-BY-NC-ND 4.0 license http://creativecommons.org/licenses/by-nc-nd/4.0/. | en_US |
dc.rights | The following publication Zhang, Z., Li, H., Yang, Y., & Xu, Y. (2021). Not all words are beneficial: The impact of management response contents on customer engagement behavior. International Journal of Hospitality Management, 93, 102805 is available at https://dx.doi.org/10.1016/j.ijhm.2020.102805. | en_US |
dc.subject | Causal explanations | en_US |
dc.subject | Certain words | en_US |
dc.subject | Customer engagement | en_US |
dc.subject | Emotional words | en_US |
dc.subject | Management response content | en_US |
dc.subject | Uncertain words | en_US |
dc.title | Not all words are beneficial : the impact of management response contents on customer engagement behavior | en_US |
dc.type | Journal/Magazine Article | en_US |
dc.identifier.volume | 93 | en_US |
dc.identifier.doi | 10.1016/j.ijhm.2020.102805 | en_US |
dcterms.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. | en_US |
dcterms.accessRights | open access | en_US |
dcterms.bibliographicCitation | International journal of hospitality management, Feb. 2021, v. 93, 102805 | en_US |
dcterms.isPartOf | International journal of hospitality management | en_US |
dcterms.issued | 2021-02 | - |
dc.identifier.scopus | 2-s2.0-85099497354 | - |
dc.identifier.eissn | 1873-4693 | en_US |
dc.identifier.artn | 102805 | en_US |
dc.description.validate | 202107 bcvc | en_US |
dc.description.oa | Accepted Manuscript | en_US |
dc.identifier.FolderNumber | a0984-n09 | - |
dc.description.fundingSource | Others | en_US |
dc.description.fundingText | This research is partially supported by the National Natural Science Foundation of China (71772053 and 71671049), and the Humanities and Social Science Research Foundation of the Ministry of Education of China (17YJA630136). | en_US |
dc.description.pubStatus | Published | en_US |
dc.description.oaCategory | Green (AAM) | en_US |
Appears in Collections: | Journal/Magazine Article |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Zhang_not_all_words.pdf | Pre-Published version | 1.67 MB | Adobe PDF | View/Open |
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