How do domestic and international high-end hotel brands receive and manage customer feedback?

Markus Schuckert, Sai Liang, Rob Law, Wenjun Sun

Research output: Journal article publicationJournal articleAcademic researchpeer-review

8 Citations (Scopus)

Abstract

This study assesses social media content produced by customers and related review-management strategies of domestic and international hotel chains in Mainland China. Descriptive statistical methods and multilevel regression are employed. The results suggest that: (a) luxury consumers are more likely to choose international hotel chains; (b) international hotels pay more attention to improving response strategies than domestic hotels do; and (c) a response-management strategy is an effective way for managers of Chinese hotels to improve customer satisfaction but shows only a limited effect for hotels with international brand origins. Relevant implications are provided for the hotel industry.

Original languageEnglish
Pages (from-to)528-537
Number of pages10
JournalInternational Journal of Hospitality Management
Volume77
DOIs
Publication statusPublished - Jan 2019

Keywords

  • Brand origin
  • E-Wom
  • Hotel branding
  • Luxury
  • Online reviews
  • Reputation management

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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