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- W4220797448 abstract "Many prior studies confirmed the effectiveness of applying managerial response strategy on the performance of service providers. However, studies focusing on the effect of the specific types of managerial response remain limited. Thus, based on a longitudinal dataset, the present study uses a machine-learning method to identify the apologetic responses and investigates their effectiveness on hotels’ subsequent review volume. Results show that the proportion of reviews that received apologetic responses significantly improved the hotels’ future review volume. This positive effect is amplified if hotels previously have more expert reviews, more reviews from leisure customers, and higher overall ratings. Hotel managers can improve the effectiveness of apologetic response strategies by mostly targeting negative reviews and writing the response contends, including the information of explanation and commitment. The findings of this study can present implications to relevant literature and active hotel managers. • This study noted how apologetic responses affect hotels’ subsequent review volume. • This study collected 2999,999 reviews of 855 hotels in Beijing. • Applying the apologetic response strategy boosts the subsequent review volume. • Apologetic response benefits hotels targeting experienced and leisure customers. • Apologetic response, including explanation and commitment, prompts apology efficacy." @default.
- W4220797448 created "2022-04-03" @default.
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- W4220797448 date "2022-05-01" @default.
- W4220797448 modified "2023-10-16" @default.
- W4220797448 title "Power of apologetic responses in online travel community" @default.
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- W4220797448 doi "https://doi.org/10.1016/j.ijhm.2022.103208" @default.
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