Abstract
Management responses play an important role in helping hotels improve customer relationships and enhance performance. However, with the rapid growth of online reviews and limited response resources, managers cannot devote equal response resources to all reviews, making management responses a selective resource allocation behavior. Drawing on construal-level theory, this study finds that reviews posted by distant travelers are more likely to receive faster and longer management responses. This study reveals the role of spatial distance in managers’ response strategies and provides practical implications for hotel managers and online travel agencies.
Recommended Citation
Zhang, Zili; Tan, Ze; Law, Rob; and Zhang, Ziqiong, "The Effect of Spatial Distance on Response Resource Allocation" (2026). ICEB 2026 Proceedings (Beijing, China). 95.
https://aisel.aisnet.org/iceb2026/95