Paper Info
Title
"Thank You for Your Stay, " and Then What? Macau Hotels' Responses to Consumer Online Reviews.
Abstract
User generated content (UCG), particularly in the form of online reviews, has significantly influenced consumer purchasing behaviour, not least as regards hotel selection. In order to maintain a positive image on social media, hoteliers are seeking effective strategies for responding to online reviews. This study uses Macau as a locus for investigating reviews posted on the TripAdvisor website. The findings suggest that negative reviews differ widely in accordance with hotel star level. It was also found that Macau hotels reply not only to negative reviews, but act also on positive comments.
Year
DOI
Venue
2017
10.1007/978-3-319-51168-9_40
ENTER
Field
DocType
Citations 
User-generated content,Social media,Advertising,Purchasing,Marketing,Business
Conference
1
PageRank 
References 
Authors
0.36
3
2
Name
Order
Citations
PageRank
Shanshan Qi1156.19
Ning Chris Chen210.36