| 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.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 | embargoed 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 | Not applicable | 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.date.embargo | 2024.02.28 | en_US |
| Appears in Collections: | Journal/Magazine Article | |
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