Multilevel Analysis of the Relationship Between Type of Travel, Online Ratings, and Management Response: Empirical Evidence from International Upscale Hotels

Sai Liang; Markus Rolf Schuckert; Chun Hung Roberts Law

doi:10.1080/10548408.2016.1156613

Multilevel Analysis of the Relationship Between Type of Travel, Online Ratings, and Management Response: Empirical Evidence from International Upscale Hotels

Sai Liang, Markus Rolf Schuckert, Chun Hung Roberts Law

Research output: Journal article publication › Journal article › Academic research › peer-review

36 Citations (Scopus)

Abstract

The diverse characteristics of customers and hotels have been identified as relevant to online customer satisfaction at the individual level. In this study, a comprehensive examination is conducted, through the use of a multilevel, nested model and secondary data set. The results show that both online review experience and management response frequencies can positively affect customer satisfaction. Additionally, hotel managers need to pay more attention to customers who have less online review experience when they carry out targeted response strategies. The findings have various implications for both academic researchers and hotel operators.

Original language	English
Pages (from-to)	239-256
Number of pages	18
Journal	Journal of Travel and Tourism Marketing
Volume	34
Issue number	2
DOIs	https://doi.org/10.1080/10548408.2016.1156613
Publication status	Published - 12 Feb 2017

Keywords

China
Customer satisfaction
management response
online reviews
social media

ASJC Scopus subject areas

Tourism, Leisure and Hospitality Management
Marketing

More information

10.1080/10548408.2016.1156613

Cite this

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Multilevel Analysis of the Relationship Between Type of Travel, Online Ratings, and Management Response: Empirical Evidence from International Upscale Hotels. / Liang, Sai; Schuckert, Markus Rolf; Law, Chun Hung Roberts.
In: Journal of Travel and Tourism Marketing, Vol. 34, No. 2, 12.02.2017, p. 239-256.

Research output: Journal article publication › Journal article › Academic research › peer-review

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Multilevel Analysis of the Relationship Between Type of Travel, Online Ratings, and Management Response: Empirical Evidence from International Upscale Hotels

Abstract

Keywords

ASJC Scopus subject areas

More information

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