Do Hotel Responses Matter?

Liu, Wenlong; Ji, Rongrong

doi:10.4018/irmj.2019070104

Cited by 21 publications

(12 citation statements)

References 67 publications

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“…Information overload is usually due to conflicts between individuals with limited information processing capabilities. System function overload occurs when the complexity of the use of technical resources exceeds the addition of new functions [8]. A survey of 298 social media users by the University of Salford found that 66% felt anxious after using social media [8].…”

Section: Social Media and Consumer Sentiment Information Overloadmentioning

confidence: 99%

“…System function overload occurs when the complexity of the use of technical resources exceeds the addition of new functions [8]. A survey of 298 social media users by the University of Salford found that 66% felt anxious after using social media [8]. The effects of social media on emotions can be studied medically, psychologically, and sociologically.…”

Section: Social Media and Consumer Sentiment Information Overloadmentioning

confidence: 99%

“…Naveed found that users' uncertainty about information utilization led to their high expectations of information benefits; Second, high expectations lead to anxiety. Bad social media management and communication leads to users being oppressed and isolated [8]. Because of the huge amount of information and uncertainty of social media, users must be useful or interesting from a large number of information.…”

Section: Social Media and Consumer Sentiment Information Overloadmentioning

confidence: 99%

“…Because of the huge amount of information and uncertainty of social media, users must be useful or interesting from a large number of information. The "information island" of social media reduces the efficiency of users to receive more homogenized information, resulting in information redundancy, which turns into self-compulsion and anxiety [8]. Four speculations about the impact of information overload on consumer sentiment.…”

Section: Social Media and Consumer Sentiment Information Overloadmentioning

confidence: 99%

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The Impact of Social Media on Consumer Sentiment

Sun

2024

SHS Web Conf.

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With the wide use of network media, consumers’ information acquisition and communication methods have undergone significant changes. Network media not only provides them with a fast and efficient way to obtain information, but also provides them with a broader social space and communication platform. Therefore, the popularity of social media has brought some negative effects, such as low mood and depression among consumers. This paper will first study the impact of social media operation strategies on consumer sentiment. Secondly, the author will examine how social media self-control affects mood, which includes how users control their emotions and behaviors on social media, and the impact of this self-control on consumer mood. This paper will discuss and study through the research methods of psychology and sociology. Finally, this study aims to analyze the problem of information overload between social media and consumer sentiment by focusing on the comments made by consumers on social media. At the end of the study, the research results need to be summarized and analyzed in order to provide useful references for social media platforms to manage consumer emotions, so as to provide useful references for lawmakers, academics and practitioners.

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Section: Social Media and Consumer Sentiment Information Overloadmentioning

confidence: 99%

Section: Social Media and Consumer Sentiment Information Overloadmentioning

confidence: 99%

Section: Social Media and Consumer Sentiment Information Overloadmentioning

confidence: 99%

Section: Social Media and Consumer Sentiment Information Overloadmentioning

confidence: 99%

See 2 more Smart Citations

The Impact of Social Media on Consumer Sentiment

Sun

2024

SHS Web Conf.

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“…Likewise, consumers can obtain information about the occurrence of different situations captured in images. Negative reviews are viewed more than positive reviews and are also perceived as more useful [66,67,77]. Thus, for low ratings or negative emotional reviews, responses with sufficient explanations to long reviews, especially those with embedded images, help reviewers and potential consumers understand the services.…”

Section: Hypothesis 2 (H2) Response Voice Has a Relationship With Comentioning

confidence: 99%

Identifying the Types and Impact of Service Provider’s Responses to Online Negative Reviews in the Sharing Economy: Evidence from B&Bs in China

Liu

Nian

et al. 2020

Sustainability

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Online consumer complaints are closely related to business reputation and elicit managers' persistent efforts. However, service providers in the sharing economy (SE) lack the skills to communicate with consumers because most are informal or nonprofessional property owners. This research aims to examine the relationship between service providers' responses and prospective consumers' perceived helpfulness in the SE by using bed and breakfasts (B&B) as the sample. Response length and voice are adopted to measure the content quality of B&B's response to an online complaint. Three types of voices (defensive, formalistic, and accommodative) are identified by analyzing service providers' responses to negative reviews, among which the accommodative voice with empathic statements is the most effective. An inverted-U curve relationship between response length and helpfulness votes is verified based on cognitive load theory. Moreover, interactive effects between response length, review length, and images are also examined. This study suggests the investigation of online reviews from comprehensive perspectives, as well as the adoption of personalized strategies by SE practitioners to respond to consumer complaints.

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