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 publicationJournal articleAcademic researchpeer-review

17 Citations (Scopus)


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 languageEnglish
Pages (from-to)239-256
Number of pages18
JournalJournal of Travel and Tourism Marketing
Issue number2
Publication statusPublished - 12 Feb 2017


  • China
  • Customer satisfaction
  • management response
  • online reviews
  • social media

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Marketing

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