Satisfaction with response: The impact on potential customers' perceived service quality and intent to stay
Limited research exists on the types of responses to online reviews that effectively meet the expectations of potential hotel guests, and whether their satisfaction with these responses leads to improved perceived service quality and intent to stay. This study examines the Vietnamese Mekong Delta as...
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| Format: | Article |
| Language: | English |
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Elsevier
2025-05-01
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| Series: | Annals of Tourism Research Empirical Insights |
| Subjects: | |
| Online Access: | http://www.sciencedirect.com/science/article/pii/S266695792500014X |
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| _version_ | 1849434426653540352 |
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| author | Dieu Thi Tran Kiet Tuan Nguyen Da Van Huynh Brigitte Stangl |
| author_facet | Dieu Thi Tran Kiet Tuan Nguyen Da Van Huynh Brigitte Stangl |
| author_sort | Dieu Thi Tran |
| collection | DOAJ |
| description | Limited research exists on the types of responses to online reviews that effectively meet the expectations of potential hotel guests, and whether their satisfaction with these responses leads to improved perceived service quality and intent to stay. This study examines the Vietnamese Mekong Delta as an emerging destination, investigating how different response approaches and content impact guest perceptions. It is the first to explore how potential guest satisfaction with hotel responses influences service quality perception and intent to stay. A 3 (response approaches namely full response, selective response and no response) x 2 (response content types namely customized response and rote response) between-subject experiment was conducted with 260 participants via Qualtrics.com. Using ANOVAs and PLS-SEM, results reveal that full, customized responses yield the highest satisfaction and perceived service quality. Satisfaction with responses positively impacts intent to stay directly and indirectly via perceived service quality. Given the increased attention to online review management strategies in the post-pandemic context, this study provides valuable insights and managerial recommendations for hoteliers in emerging destinations. |
| format | Article |
| id | doaj-art-93e4d31d89f14158a3d0511c9c047ea3 |
| institution | Kabale University |
| issn | 2666-9579 |
| language | English |
| publishDate | 2025-05-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Annals of Tourism Research Empirical Insights |
| spelling | doaj-art-93e4d31d89f14158a3d0511c9c047ea32025-08-20T03:26:39ZengElsevierAnnals of Tourism Research Empirical Insights2666-95792025-05-016110017910.1016/j.annale.2025.100179Satisfaction with response: The impact on potential customers' perceived service quality and intent to stayDieu Thi Tran0Kiet Tuan Nguyen1Da Van Huynh2Brigitte Stangl3School of Economics, Can Tho University, Campus 2, 3/2 Street, Xuan Khanh Ward, Ninh Kieu District, Can Tho City, Viet Nam; Business Administration Department, FPT University, 600 Nguyen Van Cu Street (extend), An Binh, Ninh Kieu, Can Tho City, Viet NamSchool of Economics, University of Economics Ho Chi Minh City, Campus B, 279 Nguyen Tri Phuong, District 10, Ho Chi Minh city, Viet Nam; Corresponding author.School of Social Sciences and Humanities, Can Tho University, Campus 2, 3/2 street, Xuan Khanh, Ninh Kieu, Can Tho city, Viet NamSurrey Hospitality and Tourism Management, University of Surrey, Guildford GU2 7XH, UKLimited research exists on the types of responses to online reviews that effectively meet the expectations of potential hotel guests, and whether their satisfaction with these responses leads to improved perceived service quality and intent to stay. This study examines the Vietnamese Mekong Delta as an emerging destination, investigating how different response approaches and content impact guest perceptions. It is the first to explore how potential guest satisfaction with hotel responses influences service quality perception and intent to stay. A 3 (response approaches namely full response, selective response and no response) x 2 (response content types namely customized response and rote response) between-subject experiment was conducted with 260 participants via Qualtrics.com. Using ANOVAs and PLS-SEM, results reveal that full, customized responses yield the highest satisfaction and perceived service quality. Satisfaction with responses positively impacts intent to stay directly and indirectly via perceived service quality. Given the increased attention to online review management strategies in the post-pandemic context, this study provides valuable insights and managerial recommendations for hoteliers in emerging destinations.http://www.sciencedirect.com/science/article/pii/S266695792500014XManagerial responsesOnline reviewsSERVQUALIntent to staySatisfaction with review responses |
| spellingShingle | Dieu Thi Tran Kiet Tuan Nguyen Da Van Huynh Brigitte Stangl Satisfaction with response: The impact on potential customers' perceived service quality and intent to stay Annals of Tourism Research Empirical Insights Managerial responses Online reviews SERVQUAL Intent to stay Satisfaction with review responses |
| title | Satisfaction with response: The impact on potential customers' perceived service quality and intent to stay |
| title_full | Satisfaction with response: The impact on potential customers' perceived service quality and intent to stay |
| title_fullStr | Satisfaction with response: The impact on potential customers' perceived service quality and intent to stay |
| title_full_unstemmed | Satisfaction with response: The impact on potential customers' perceived service quality and intent to stay |
| title_short | Satisfaction with response: The impact on potential customers' perceived service quality and intent to stay |
| title_sort | satisfaction with response the impact on potential customers perceived service quality and intent to stay |
| topic | Managerial responses Online reviews SERVQUAL Intent to stay Satisfaction with review responses |
| url | http://www.sciencedirect.com/science/article/pii/S266695792500014X |
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