How do Berlin, London, Madrid, New York, and Paris mid-range hotels handle mixed reviews of domestic tourists? A cross-cultural comparison
Year: 2025
Type: article
Abstract: This study examined how independent and mid-range chain hotels in five global cities responded to mixed reviews from domestic guests on Booking.com. The analysis of 1000 guest-hotel interactions showed that the use of defensive response strategies depended on both hotel affiliation and cultural context. Additionally, the use of empathetic and solution-oriented responses varied across countries. These findings offer novel insights into the influence of hotel affiliation and cultural context on response strategies, providing guidance for hotel managers to improve eWOM communication.
Source: Current Issues in Tourism
Institutions: University of Antwerp, KU Leuven, Radboud University Nijmegen
Language: English
Subfield: Sociology and Political Science
Field: Social Sciences
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W4410224837