Enhancing the interaction between guests and hotel managers: The value of guest-generated titles

IF 12.4 1区管理学 Q1 ENVIRONMENTAL STUDIES Tourism Management Pub Date : 2025-10-01 Epub Date: 2025-04-17 DOI:10.1016/j.tourman.2025.105201

Congyue Xu , Guangyu Wang , Juan Luis Nicolau , Xianwei Liu

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引用次数: 0

Abstract

Online travel platforms not only help guests make booking decisions by providing online reviews but also serve as interaction channels between them and hotel managers. However, excessive reviews lead to information overload, thus challenging hotel managers in identifying valuable reviews and crafting personalized responses, ultimately preventing them from effectively interacting with guests. Using 384,562 reviews for 2510 hotels on Booking.com, we find that guests exerting additional posting effort tend to upload a guest-generated title, but hotel managers do not prioritize those reviews with guest-generated titles. By measuring these reviews’ title–content similarity and the personalization of managerial responses using a trained support vector machines model, we find that content-related guest-generated titles can help hotel managers craft personalized responses, especially for negative reviews. This research contributes to the literature on guest-generated titles in online travel platforms and provides theoretical and managerial implications for hotel managers and online travel platforms.

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加强客人与酒店经理之间的互动：客人生成标题的价值

在线旅游平台不仅通过提供在线评论帮助客人做出预订决策，同时也是客人与酒店管理者之间的互动渠道。然而，过多的评论会导致信息过载，从而给酒店经理在识别有价值的评论和制定个性化回应方面带来挑战，最终阻碍他们与客人有效互动。通过对Booking.com上2510家酒店的384,562条评论进行分析，我们发现，客人往往会花更多的精力上传客人自创的标题，但酒店经理并不会优先考虑客人自创的标题。通过使用训练有素的支持向量机模型测量这些评论的标题-内容相似性和管理响应的个性化，我们发现与内容相关的客人生成的标题可以帮助酒店经理制作个性化的回复，特别是对于差评。本研究对在线旅游平台中客人生成标题的研究文献有所贡献，并为酒店管理者和在线旅游平台提供理论和管理启示。

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来源期刊

Tourism Management Multiple-

CiteScore

24.10

自引率

7.90%

发文量

190

审稿时长

45 days

期刊介绍： Tourism Management, the preeminent scholarly journal, concentrates on the comprehensive management aspects, encompassing planning and policy, within the realm of travel and tourism. Adopting an interdisciplinary perspective, the journal delves into international, national, and regional tourism, addressing various management challenges. Its content mirrors this integrative approach, featuring primary research articles, progress in tourism research, case studies, research notes, discussions on current issues, and book reviews. Emphasizing scholarly rigor, all published papers are expected to contribute to theoretical and/or methodological advancements while offering specific insights relevant to tourism management and policy.