Table 1 Previous research using business...

Table 1

Previous research using business outcomes as dependent variable versus the current study

		Li et al. (2018)	Xie et al. (2017b)	Xie et al. (2017a)	Current study
Dependent Variable		Hotel Sales Revenue	Financial performance (revenue, average daily rate, and occupancy)	RevPAR	Future hotel bookings
Control variable(s)		Seasonality	Hotel characteristics	Hotel characteristics	Seasonality, hotel, previous bookings
Webcare strategies	Manager’s name and function		−	+	✓
	Timeliness		+	+	✓
	Tailoring	(*)	−	NS	✓
	Tone of voice				✓
	Redirect to private channel				✓
	Request more information				✓
	Express gratitude				✓
	Apology	(*)			✓
	Compensation	(*)			✓
	Defensiveness	+			✓

		Li et al. (2018)	Xie et al. (2017b)	Xie et al. (2017a)	Current study
Dependent Variable		Hotel Sales Revenue	Financial performance (revenue, average daily rate, and occupancy)	RevPAR	Future hotel bookings
Control variable(s)		Seasonality	Hotel characteristics	Hotel characteristics	Seasonality, hotel, previous bookings
Webcare strategies	Manager’s name and function		−	+	✓
	Timeliness		+	+	✓
	Tailoring	(*)	−	NS	✓
	Tone of voice				✓
	Redirect to private channel				✓
	Request more information				✓
	Express gratitude				✓
	Apology	(*)			✓
	Compensation	(*)			✓
	Defensiveness	+			✓

Note(s): *Li et al. (2018) label responses including apology, problem acknowledgment, acceptance of responsibility or remedy attempts as an accommodative response. As they do not shed light on the individual effects, their results for those strategies are not comparable to the present study. The authors also claim to study tailoring; however, this is operationalized as offering either accommodative or defensive webcare, not fitting the designation of tailoring adopted in the current work

Source(s): Developed by the authors

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