All Words Have Consequences: Concrete versus Abstract Language in Management Response to Hotel Guest Reviews - Archive ouverte HAL
Article Dans Une Revue Tourism Management Année : 2025

All Words Have Consequences: Concrete versus Abstract Language in Management Response to Hotel Guest Reviews

C. Li
  • Fonction : Auteur
Y. Yu
  • Fonction : Auteur
R. Filieri
G. Cui
  • Fonction : Auteur

Résumé

Hospitality managers increasingly respond to hotel guest reviews to achieve customer satisfaction and cultivate customer relationships. Conventional wisdom suggests that concrete language is more effective in customer service encounters. However, little is known whether, when and why abstract versus concrete management response is more effective in achieving customer satisfaction. We adopt a mixed-method approach with a big data study based on a sample of 1,253,668 reviews from 2306 hotels and two scenario-based laboratory experiments. We show that abstract (versus concrete) management response fosters greater customer satisfaction when it addresses positive (versus negative) reviews or is from a senior manager (versus junior staff). When responding to positive (versus negative) reviews or issued by a senior manager (versus junior staff), the abstract (versus concrete) response enhances customers’ perceived warmth (versus perceived competence). Our findings provide meaningful guidelines for the hospitality and tourism industry.
Fichier sous embargo
Fichier sous embargo
1 4 24
Année Mois Jours
Avant la publication
vendredi 27 février 2026
Fichier sous embargo
vendredi 27 février 2026
Connectez-vous pour demander l'accès au fichier

Dates et versions

hal-04680682 , version 1 (04-09-2024)

Identifiants

Citer

C. Li, Y. Yu, R. Filieri, G. Cui. All Words Have Consequences: Concrete versus Abstract Language in Management Response to Hotel Guest Reviews. Tourism Management, 2025, 106 (February 2025), ⟨10.1016/j.tourman.2024.105032⟩. ⟨hal-04680682⟩

Collections

AUDENCIA UNAM
19 Consultations
0 Téléchargements

Altmetric

Partager

More