Perspective (graphical)

Business

Extant taxon

Creativity

Value (mathematics)

Political science

Consumer behaviour

Originality

Biology

Evolutionary biology

Computer science

Marketing

Tourism

Social media

Paleontology

Machine learning

Context (archaeology)

Hospitality industry

Artificial intelligence

Advertising

Psychology

Social psychology

International Journal of Contemporary Hospitality Management

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 0.235 stars in the TripAdvisor ratings of the sampled hotels, as well as a 17.3 per cent increase in the volume of subsequent consumer eWOM. Moreover, managerial response moderates the influence of ratings and volume of consumer eWOM on hotel performance. Practical implications This study offers a practical model that enables hotel managers to orchestrate social media marketing approaches and efforts toward an optimal social media strategy. Originality/value This study differs from extant literature that has extensively focused on consumer reviews by providing a new p...

Effects of managerial response on consumer eWOM and hotel performance