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 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 ( concrete) management response fosters greater customer satisfaction when it addresses positive ( negative) reviews or is from a senior manager ( junior staff). When responding to positive ( negative) reviews or issued by a senior manager ( junior staff), the abstract ( concrete) response enhances customers’ perceived warmth ( perceived competence). Our findings provide meaningful guidelines for the hospitality and tourism industry.

中文翻译：

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所有词语都会产生后果：管理层对酒店客人评论的回应中的具体语言与抽象语言


酒店经理越来越多地回复酒店客人的评论，以实现客户满意度并培养客户关系。传统观点认为，在客户服务中，具体的语言更有效。然而，人们很少知道抽象的具体管理响应是否、何时以及为何能够更有效地实现客户满意度。我们采用混合方法，基于来自 2306 家酒店的 1,253,668 条评论样本和两个基于场景的实验室实验进行大数据研究。我们表明，当抽象（具体）的管理层回应针对正面（负面）评论或来自高级经理（初级员工）时，可以提高客户满意度。当回应正面（负面）评论或由高级经理（初级员工）发出的评论时，抽象（具体）的回应会增强顾客的感知温暖（感知能力）。我们的研究结果为酒店和旅游业提供了有意义的指导。