Abstract
This study aims to clarify the current status of managerial response for customer reviews by collecting and analyzing response data from 'Jaran net', the domestic highest reserved hotel reservation web site. Specifically, we collected and analyzed 16,738 customer reviews and 14,113 managerial responses from 233 hotels which are registered at the Japan Hotel Association. Our results showed that the hotel's managerial response rate to customer reviews is over 80%, and the number of reviews will increase and the review rating will be improved if the number of managerial response gets increased. However, it is also revealed that response rate, response speed, and the length of responses do not have a significant influence on the number of reviews and the review rating.
