How do hotel managers react to rating fluctuation?

Xu, Yukuan; Zhang, Zili; Nicolau, Juan Luis; Liu, Xianwei

doi:10.1016/j.ijhm.2020.102563

Cited by 11 publications

(15 citation statements)

References 52 publications

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Section: Hotel Online Reviewsmentioning

confidence: 99%

“…In terms of hotel booking, Gavilan et al (2018) found that consumers tend to give shortlist hotels with better ratings and suggested an asymmetric interaction between numerical ratings and the number of reviews. Latent semantic analysis was used by Xu et al (2020) for analyzing the online customer reviews of hotels and they found that the determinants that create either customer satisfaction or dissatisfaction towards hotels are different. Moreover, Kwok and Xie (2016) revealed that manager response is one of the significant impacts of several factors on the helpfulness of online reviews through studying 10,797 manager responses from 1,405 hotels.…”

Section: Related Workmentioning

confidence: 99%

“…In the hotel industry, as hotel services cannot be tried or tested before purchase, the prospective customers need to use recommendations from people around them and online information to assist in decision-making, especially when they are concerned about travel safety during the epidemic (Ullah et al, 2019). Accordingly, it is important that understanding the demands and expectations of hotel customers is the most critical part of improving the quality of hotel services, even though customer satisfaction and demand will involve different aspects (Xu et al, 2020). Especially in the case of the large-scale shrinking of demand during the COVID-19 epidemic, it is conceivable that customer satisfaction and needs will have an impact on post-consumer service behaviour.…”

Section: Introductionmentioning

confidence: 99%

“…Notably, online reviews are playing an increasingly important role in understanding customer satisfaction and demand, which bring great product information for users and organizations to make better decisions (Xu et al , 2020). Especially in the case of non-essential face-to-face contact during the epidemic, the hotel online platform offers an alternative to the top-down flow of mass media information, supporting consumers to share real-time experience and satisfaction (Mizrachi and Fuchs, 2016; Zhao et al , 2019).…”

Section: Introductionmentioning

confidence: 99%

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The impact of COVID-19 on hotel customer satisfaction: evidence from Beijing and Shanghai in China

Sun

Jiang²,

Feng

et al. 2021

IJCHM

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Purpose The purpose of this study is to provide better service to hotel customers during the COVID-19 era. Specifically, this study focuses on understanding the changes in hotel customer satisfaction during the epidemic and formulating effective marketing strategies to satisfy and attract guests. Design/methodology/approach As the first victim of the COVID-19 virus, China’s hotel industry has been profoundly affected and customer satisfaction and needs have also changed. Taking 105,635 hotel reviews obtained from Tripadvisor.com in Beijing and Shanghai as samples, this study explores the changes in consumer satisfaction by using text-mining methods. Findings The results suggest that there are significant differences in overall ratings, spatial distribution and ratings of different traveller types before and after the epidemic. Generally, customers have higher “tolerance” and are more inclined to give higher ratings and pay more attention to hotel prevention and control measures to reduce health risks after the COVID-19. Research limitations/implications This paper proves the changes in customer satisfaction before and after the COVID-19 at the theoretical level and reveals the changes in customer attention through the topic model and provides a basis for guiding hotel managers to reduce the impact of the COVID-19 crisis. Practical implications Empirical findings would provide useful insights into tourism management and improve hotel service quality during the COVID-19 epidemic era. Originality/value This research explores the hotel customer satisfaction in the field of hotel management before COVID-19 and after COVID-19, by using text mining to analyse mandarin online reviews. The results of this study will suggest that the hotel industry should continuously adjust its products and services based on the effective information obtained from customer reviews, so as to realize the activation and revitalization of the hotel industry in the epidemic era.

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Section: Hotel Online Reviewsmentioning

confidence: 99%

Section: Related Workmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

The impact of COVID-19 on hotel customer satisfaction: evidence from Beijing and Shanghai in China

Sun

Jiang²,

Feng

et al. 2021

IJCHM

View full text Add to dashboard Cite

show abstract

“…Thus, this research provided to hoteliers some information on human resources management that can influence employee attitudes and behaviors, and consequently, guest satisfaction and hotel performance. Xu et al (2020) and Lee et al (2020) concluded that the online hotel reviews are becoming a critical information source that influences customer purchase intentions. Furthermore, Leon (2019) believes that it is crucial to understand customer attitudes and behaviors in a web-based environment.…”

Section: Practical Implicationsmentioning

confidence: 99%

Studying the relationship between human resources practices, employee motivation, and online hotel reviews: An empirical approach to the hospitality industry

Meira¹,

Hançer²,

Anjos

et al. 2021

Tourism and Hospitality Research

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Increasing competition in hospitality is one of the industry challenges, which depends mainly on human capital. Thus, this research investigated the relationship between human resources practices, employee motivation, and online hotel reviews. Hypotheses were tested using two-phase survey data collected from 308 respondents corresponding to 154 dyads of frontline employees and human resources managers from hotels located in Brazil and England. Quantitative online hotel review ratings were collected from the surveyed hotels as performance indicators. Partial least squares structural equation modeling was used to examine the data collected. Employee intrinsic motivation negatively influenced online hotel review ratings. The online hotel review overall ratings were positively affected by extrinsic motivation. Likewise, human resources practices had a strong influence on the online hotel review service ratings. This study presented some insights to hospitality organizations, identifying relationships among three important topics on hotel management. This information can help hoteliers develop better competitive strategies, using human resources to increase online hotel review ratings, considered critical hotel performance indicators.

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