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

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dc.contributor.authorXu, Congyueen
dc.contributor.authorWang, Guangyuen
dc.contributor.authorNicolau, Juan Luisen
dc.contributor.authorLiu, Xianweien
dc.date.accessioned2025-05-12T14:50:52Zen
dc.date.available2025-05-12T14:50:52Zen
dc.date.issued2025-10en
dc.description.abstractOnline 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.en
dc.description.versionAccepted versionen
dc.format.extent14 page(s)en
dc.format.mimetypeapplication/pdfen
dc.identifierARTN 105201 (Article number)en
dc.identifier.doihttps://doi.org/10.1016/j.tourman.2025.105201en
dc.identifier.eissn1879-3193en
dc.identifier.issn0261-5177en
dc.identifier.orcidNicolau Gonzalbez, Juan [0000-0003-0048-2823]en
dc.identifier.urihttps://hdl.handle.net/10919/131431en
dc.identifier.volume110en
dc.language.isoenen
dc.publisherElsevieren
dc.rightsCreative Commons Attribution 4.0 Internationalen
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/en
dc.subjectGuest-generated titleen
dc.subjectInteractionen
dc.subjectPosting efforten
dc.subjectManagerial responseen
dc.subjectOnline travel platformen
dc.titleEnhancing the interaction between guests and hotel managers: The value of guest-generated titlesen
dc.title.serialTourism Managementen
dc.typeArticle - Refereeden
dc.type.dcmitypeTexten
dc.type.otherArticleen
dc.type.otherJournalen
pubs.organisational-groupVirginia Techen
pubs.organisational-groupVirginia Tech/Pamplin College of Businessen
pubs.organisational-groupVirginia Tech/Pamplin College of Business/Hospitality and Tourism Managementen
pubs.organisational-groupVirginia Tech/All T&R Facultyen
pubs.organisational-groupVirginia Tech/Pamplin College of Business/PCOB T&R Facultyen

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