Hotel Response Strategies and Consumer Booking Intentions酒店回复策略与预订意愿调查

Introduction/说明

This survey is for academic research only. All responses are anonymous and will be used for statistical analysis.
本问卷仅用于学术研究，所有数据匿名处理，仅用于统计分析。

This study aims to understand your views on hotel responses to negative online reviews and your booking intentions.
本研究旨在了解您对酒店在线评论回复的看法及预订意愿。

Please answer based on your real opinions. There are no right or wrong answers.
请根据您的真实想法作答，问卷不存在对错之分。
Section A: Screening Questions 筛选问题
*
1.

Have you ever booked a hotel online (e.g., Ctrip, Meituan, Booking.com) in the past year?

您在过去一年内是否曾通过在线平台（如携程、美团、Booking等）预订过酒店？ 

Yes / 是
No / 否 （结束作答）
*
2.
  1. Have you browsed other users' reviews when booking hotels online (e.g., Ctrip, Meituan, Booking.com)?
  2. 您在线预订酒店时是否浏览过其他用户的点评？
Yes / 是
No / 否 （结束作答）
*
3.
  1. Have you browsed the hotel's responses to user reviews when booking hotels online?
  2. 您在线预订酒店时是否浏览过酒店对用户点评的回复内容？
Yes / 是
No / 否 （结束作答）
Section B: Scenario 情境材料

Guest Review (5 stars):
顾客评价（5星）:

"Very satisfied! The room was spotless and the soundproofing was great—I slept very well. The air conditioning worked perfectly. The front desk staff were warm and welcoming, and checked me in very quickly. I will definitely come back!"
"非常满意！房间一尘不染，隔音也很好——我睡得很香。空调运作正常。前台工作人员热情周到，办理入住非常快。我肯定会再来的！"

Hotel Management Response:
商家回复:
（Posted 2 hours after the review. 评论发布2小时后回复)

"Thank you for your review."

"谢谢您的好评。"

Based on the hotel management response you just read, please indicate your level of agreement with the following statements.
请根据您刚才看到的商家回复，对以下陈述进行评分。

(1 = Strongly Disagree 非常不同意, 5 = Strongly Agree 非常同意)

*
4.
The hotel put a great deal of effort into their response. 该商家在回复中付出了较多的努力。
很不同意
不同意
一般
同意
很同意
*
5.
The hotel's response was detailed and specifically addressed the customer's complaints. 该商家的回复内容详细且有针对性。
很不同意
不同意
一般
同意
很同意
*
6.
The hotel took the customer's complaint seriously. 该商家认真对待了顾客的反馈。
很不同意
不同意
一般
同意
很同意

Section D: Perceived Fairness 感知公平

Based on the hotel management response you just read, please indicate your level of agreement with the following statements.
请根据您看到的商家回复，对以下陈述进行评分。

(1 = Strongly Disagree 非常不同意, 5 = Strongly Agree 非常同意)

Part 1: Distributive Justice 分配公平

*
7.
I believe the hotel's response was reasonable. 
我认为该商家的回复是合理的。
很不同意
不同意
一般
同意
很同意
*
8.
The hotel's response was appropriate given the customer's feedback. 
该商家的回复与顾客的反馈是相匹配的。
很不同意
不同意
一般
同意
很同意
*
9.
Overall, the outcome of the hotel's handling of the complaint was fair. 
总体而言，该商家的处理结果是公平的。
很不同意
不同意
一般
同意
很同意

Part 2: Procedural Justice 程序公平

*
10.
I believe the hotel's response was timely. 
我认为该商家的回复是及时的。
很不同意
不同意
一般
同意
很同意
*
11.
  • The hotel's process for handling this matter was proper and reasonable.
  • 该商家处理此事的流程是规范合理的。
很不同意
不同意
一般
同意
很同意
*
12.
  • The way the hotel handled the situation gave me confidence in their service.
  • 中文：该商家的处理方式让我对其服务感到放心。
很不同意
不同意
一般
同意
很同意

Part 3: Interactional Justice 互动公平

*
13.
I believe the hotel showed respect for the customer in their response. 
我认为该商家在回复中表现出了对顾客的尊重。
很不同意
不同意
一般
同意
很同意
*
14.
The tone of the hotel's response was sincere. 
该商家的回复语气是真诚的。
很不同意
不同意
一般
同意
很同意
*
15.
The hotel's response made me feel that they genuinely cared about the customer. 
该商家的回复让我感受到了他们的关心和重视。
很不同意
不同意
一般
同意
很同意

Section E: Booking Intention 预订意愿

Based on all the information you have just read (including the positive review and the hotel's response), please indicate your level of agreement with the following statements.
基于您刚才看到的所有信息（顾客好评及商家回复），请对以下陈述进行评分。

(1 = Strongly Disagree 非常不同意, 5 = Strongly Agree 非常同意)

*
16.
I would be willing to consider booking this hotel. 
我愿意考虑预订这家酒店。
很不同意
不同意
一般
同意
很同意
*
17.
If I needed accommodation, I would include this hotel as one of my options.
如果需要住宿，我会将这家酒店列入备选。
很不同意
不同意
一般
同意
很同意
*
18.
There is a high likelihood that I would book this hotel. 
我有较大的可能性会预订这家酒店。
很不同意
不同意
一般
同意
很同意
*
19.
I would be willing to recommend this hotel to a friend. 
我愿意向朋友推荐这家酒店。
很不同意
不同意
一般
同意
很同意

Section F: Demographics 人口统计信息
Please answer the following questions about yourself.
请回答以下关于您个人的基本信息。

*
20.
What is your gender? 您的性别
Male/男
Female/女
prefer not to say (不愿透露）
*
21.
What is your age? 您的年龄
18-25
26-35
36-45
46-55
56 and above / 56岁及以上
*
22.
How often have you used online platforms to book hotels in the past year? 
您过去一年使用在线平台预订酒店的频率
Never 从未
1-2 times 1-2次
3-5 times 3-5次
6 or more times 6次以上
*
23.
What is your highest level of education?
您的最高学历是？
High school or below / 高中及以下
Vocational college / 大专
Bachelor's degree / 本科
Master's degree or above / 硕士及以上
*
24.

  1. What is your monthly disposable income?
    您的月可支配收入

Below 3,000 3000以下
3000-5000
5000-10000
Above 10,000 10000以上
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