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Management responses to online reviews: consumer preferences of action frames and language style

Management responses to online reviews: consumer preferences of action frames and language style

Bendaraviciute, Agne, Wassler, Philipp, Nguyen, Thi Hong Hai ORCID: 0000-0003-1826-4904 and Thomas, Simon (2020) Management responses to online reviews: consumer preferences of action frames and language style. Tourism Analysis. ISSN 1083-5423 (In Press) (doi:https://doi.org/10.3727/108354220X15958123949919)

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Abstract

This study was taken as management responses remain scarcely understood in theory and practice, especially concerning consumer preferences. This research aims at examining consumer preferences of the action frames and language styles adopted in hotel management responses to online reviews. A multi-method approach, adapting discrete choice experiments followed by in-depth interviews, was employed. Findings show that past action frames in management responses are preferred by customers due to the certainty, trustworthiness and detailed information provided. Moreover, literal is favoured over figurative language style due to perceived professionalism and conciseness. The current study helps hotel management to further understand consumer preferences of management responses to online reviews, especially regarding action frames and language styles.

Item Type: Article
Uncontrolled Keywords: online reviews, management responses, action frame, language style
Subjects: H Social Sciences > H Social Sciences (General)
Faculty / Department / Research Group: Faculty of Business
Faculty of Business > Department of Marketing, Events & Tourism
Last Modified: 13 May 2021 08:50
Selected for GREAT 2016: None
Selected for GREAT 2017: None
Selected for GREAT 2018: None
Selected for GREAT 2019: None
Selected for REF2021: None
URI: http://gala.gre.ac.uk/id/eprint/29965

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