| Because online reviews have such a big impact on travelers' decisions,hotels today actively respond to online reviews.However,the issue of how to respond more effectively to reviews has been a constant source of frustration for hotel managers.In order to better serve future consumers,we put forward a better signal indicator to show that the hotel CARES about customers and service quality.At the same time,in order to reduce the effectiveness of information asymmetry,we respectively assume the impact of the frequency,speed and length of management feedback on customer participation.However,most existing research on online reviews and management feedback USES a single source,so the quality of the data is largely questionable.This,to a large extent,results in certain deviations in the analysis results of social media,which limits the research in relevant fields.Moreover,there is little influence of management feedback on customer participation in the case of false comments.This paper mainly aims at the deficiencies existing in previous studies,compares the data on two different types of platforms,and puts forward feasible Suggestions for the operation of hotels on the platform based on the characteristics of the platform design.The main research and conclusions of this paper are as follows:(1)with TripAdvisor and Expedia as background,this study represents two different types of websites respectively,and conducts research and analysis on hotel review information and management feedback information in these two websites.The data obtained are processed into panel data for multiple regression,and the impact of hotel online management feedback on customer participation is compared and analyzed in different platforms.In this paper,based on previous relevant research foundations and theories,the author analyzes the influence of hotel categories,average hotel scores and hotel membership on the two platforms on future customer participation as moderating variables.When checking the model,the fixed effect and sequence correlation in the model are solved.(2)the hotel from the two platforms according to whether affected by false claims is divided into independent hotels,hotel chains and independent hotels adjacent,is not affected by false claims of hotel,according to different attributes,each type of hotel properties respectively analysis of every kind of hotel management feedback for future customers to participate in,for later research provides a new train of thought,has very important theoretical and practical significance.(3)the study found that the frequency and speed of the management in TripAdvisor feedback to clients are involved in the influence of its property management feedback effect on customer involvement in big,for independent hotels and hotel chains and independent hotels adjacent,TripAdvisor management feedback frequency and speed of influence on customer involvement than management feedback effect on customer involvement in its larger;In hotel,is not affected by false claims management in TripAdvisor feedback has a significant effect on customer involvement and its feedback does not significantly affect customer involvement in the management,the relevant research conclusion can for the hotel to better manage online reviews information provides a good basis,attract more customers,in order to obtain greater economic benefits,at the same time,in the aspect of theory provides a new research idea for related research. |
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