Customer Satisfaction as a Moderator: Unpacking the Effects of Managerial Response on Future Review Engagement

Simple item page
dc.contributor.authorHu, Yuqing
dc.contributor.authorJia, Lin
dc.contributor.authorZhou, Tongxin
dc.contributor.authorTan, Yong
dc.date.accessioned2024-12-26T21:08:08Z
dc.date.available2024-12-26T21:08:08Z
dc.date.issued2025-01-07
dc.description.abstractOnline managerial responses not only influence the customers who receive it, but also are kept online as a public reference, affecting future engagement of potential customers. Existing literature presents inconsistencies regarding the impact of responses and the optimal response strategy, leaving it unclear whether responding to positive, negative, or both types of reviews is more effective. We address this gap by proposing customer satisfaction as an important moderator, where we focus on the satisfaction of potential customers. Drawing on data from a leading travel platform in China, our findings confirm that customer satisfaction moderates the effectiveness of responses on future engagement. Responses to positive reviews are more effective when customer satisfaction is low, while responses to negative reviews are more effective when customer satisfaction is high. Our findings highlight that an effective response strategy should be contingent on the business's capability and underscore customer satisfaction as a critical strategic variable.
dc.format.extent10
dc.identifier.doi10.24251/HICSS.2025.525
dc.identifier.isbn978-0-9981331-8-8
dc.identifier.other32dce02c-1e03-43dc-b8f7-fbbbceee7080
dc.identifier.urihttps://hdl.handle.net/10125/109371
dc.relation.ispartofProceedings of the 58th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectHospitality and Tourism in a Global Digital Economy – New Models, Services, and Performance
dc.subjectcustomer satisfaction, managerial response, online customer engagement, potential customers
dc.titleCustomer Satisfaction as a Moderator: Unpacking the Effects of Managerial Response on Future Review Engagement
dc.typeConference Paper
dc.type.dcmiText
prism.startingpage4372

Files

Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
0429.pdf
Size:
720.55 KB
Format:
Adobe Portable Document Format
Download

Collections

Hospitality and Tourism in a Global Digital Economy – New Models, Services, and Performance