Purpose: This study aims to investigate how prior reviews posted by other consumers affect subsequent consumers’ evaluations and to what extent the review temporal distance can increase or reduce the social influence of prior reviews. In this study’s restaurant context, review temporal...

Purpose: This paper aims to examine the influences of the number of hotel management responses and especially the textual similarity in hotel management responses to online reviews on hotel online booking. Design/methodology/approach: This study used the data from 437 hotels in New York City on...

Purpose: Online reviews are often likely to be socially influenced by prior reviews. This study aims to examine key review and reviewer characteristics which may influence the social influence process. Design/methodology/approach: Restaurant review data from Yelp.com are analyzed using an...

Purpose This study aims to measures the effects of managerial response on consumer electronic word-of-mouth (eWOM) and hotel performance. Design/methodology/approach A sample of 56,284 consumer reviews and 10,793 managerial responses for 1,045 hotels was retrieved from TripAdvisor, along with...

Purpose – The purpose of this paper is to examine how regional factors affect customer satisfaction in the food service sector. This is achieved through investigating the moderating effects on the most important attributes of restaurants. Design/methodology/approach – Hierarchical linear...