Browsing by Author "Xu, Yukuan"

Now showing 1 - 4 of 4
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    How do hotel managers react to rating fluctuation?
    Xu, Yukuan; Zhang, Zili; Nicolau, Juan Luis; Liu, Xianwei (Elsevier, 2020-08-01)
    Rating fluctuation is inevitable for hotels listed on hotel booking platforms, which induces potential consumers’ perception of uncertainty and risk. Managerial response is expected to be effective in enhancing the interaction between hotels and consumers. However, how hotel managers react to rating fluctuation remains unclear. In order to fill this gap in the literature, we collect customer reviews and managerial responses from a leading hotel booking platform and build a panel dataset (hotel*month). The empirical results suggest that (1) rating fluctuation induces more managerial responses and requires more response time; (2) upscale hotels are more likely to conduct frequent and timely responses when facing rating fluctuation; and (3) hotels tend to respond more frequent and timely once rating fluctuation is observed by a larger audience. This study concludes by presenting theoretical contributions to the literature and practical implications for operators of hotel booking platforms and hotel managers.
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    The saturation effect in hotel managerial response
    Liu, Xianwei; Ye, Qiang; Nicolau, Juan Luis; Xu, Yukuan (Elsevier, 2022-04-01)
    Hotel booking platforms widely adopt managerial response. The literature supports its positive effect on product/service evaluations, but the question of a potential saturation effect and its implications are yet to be analyzed. The present study fills this gap by empirically analyzing 4,888 hotels and over two million hotel reviews and finds that 1) managerial response enhances future ratings of hotels with low rating with a diminishing marginal utility, 2) the effect of managerial response on reducing rating fluctuation mainly works for hotels with high variance, and 3) the effectiveness of managerial response in enhancing the rating valence and reducing the rating variance of a hotel weakens when dealing with experienced consumers. These findings provide direct implications for hotel booking platforms and hotel managers.
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    Travelers' reactions toward recommendations from neighboring rooms: Spillover effect on room bookings
    Xu, Yukuan; Nicolau, Juan Luis; Luo, Peng (Elsevier, 2022-02-01)
    This research aims to test the potential spillover effect among room rentals using the context of room-sharing platforms. The spillover effect refers to the influence of related units' outcomes on a unit's outcome. On this basis, we hypothesize that the number of bookings of targeted neighboring rooms influences the number of bookings of a recommended room. Given our sample of nearly 20,000 observations, the empirical application results show that with the increase in the bookings of targeted neighboring rooms, the bookings of a recommended room rise in line with the hypothesized spillover effect. Moreover, the similarity between the recommended room and its neighboring rooms targeted at the room search stage and the quality of the recommended room further strengthen the spillover effect. This research contributes to the literature by providing novel perspectives to the boundary conditions of spillover effects and presents managerial implications for hosts and operators of room-sharing platforms.
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    Trust transfer in peer-to-peer accommodation: Does booking with one host transfer to other listings by the same host?
    Xu, Yukuan; Chen, Xiaofang; Nicolau, Juan Luis; Luo, Peng (Pergamon-Elsevier, 2023-07)
    Existing studies on peer-to-peer accommodation mainly focused on the effect of property- and host-level features on travelers' booking decisions. However, the spillover effect of one property on another property by the same host and the boundary conditions behind such an effect remain unexplored. Based on intra- and inter-channel trust transfer theory and by collecting data from Mayi.com and constructing a panel dataset, this study extends trust transfer theory in the context of peer-to-peer trading and identifies the boundary conditions under which trust transfer occurs: booking one property can spill over to the booking of another property by the same host, and similarity between properties and host quality can significantly strengthen this spillover effect.