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“Thank You for Your Stay,” and Then What? Macau Hotels’ Responses to Consumer Online Reviews

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Information and Communication Technologies in Tourism 2017

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.

The original version of this chapter was revised: The second author name order has been updated. The erratum to this chapter is available at DOI 10.1007/978-3-319-51168-9_57

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Acknowledgements

Funding for this study was provided by a research grand from the Macau Science and Technology Development Fund, the grant number is 081/2014/A.

Author information

Authors and Affiliations

  1. Tourism College, Institute for Tourism Studies, Macao, China

    Shanshan Qi

  2. Department of Management, Marketing and Entrepreneurship, University of Canterbury, Christchurch, New Zealand

    Ning (Chris) Chen

Authors
  1. Shanshan Qi
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  2. Ning (Chris) Chen
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Corresponding author

Correspondence to Shanshan Qi .

Editor information

Editors and Affiliations

  1. Institute of Tourism, HES-SO Valais-Wallis, Sierre, Valais, Switzerland

    Roland Schegg

  2. School of Hospitality and Tourism Management, University of Surrey, Guildford, United Kingdom

    Brigitte Stangl

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Qi, S., Chen, N.(. (2017). “Thank You for Your Stay,” and Then What? Macau Hotels’ Responses to Consumer Online Reviews. In: Schegg, R., Stangl, B. (eds) Information and Communication Technologies in Tourism 2017. Springer, Cham. https://doi.org/10.1007/978-3-319-51168-9_40

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