Original paper
Effects of managerial response on consumer eWOM and hotel performance
Volume: 28, Issue: 9, Pages: 2013 - 2034
Published: Sep 12, 2016
Abstract
Purpose This study aims to measures the effects of managerial response on consumer electronic word-of-mouth (eWOM) and hotel performance. Design/methodology/approach A sample of 56,284 consumer reviews and 10,793 managerial responses for 1,045 hotels was retrieved from TripAdvisor, along with 30,232 performance records matched to these hotels on a quarterly basis. Findings This study finds that managerial response leads to an average increase of...
Paper Details
Title
Effects of managerial response on consumer eWOM and hotel performance
Published Date
Sep 12, 2016
Volume
28
Issue
9
Pages
2013 - 2034