Hotel managers increasingly compose rote responses (e.g., similar responses repeated from prior responses) to reviews when dealing with customers' opinions while improving efficiency and saving cost. However, such responses may be ineffective because they are unspecific and add little information to reviewers' comments. To address this dilemma, we examine the degree of managers' rote responses to identify the similarity of managers' response texts. Basing on panel data of 334,671 reviews and 169,794 manager responses from 868 hotels in TripAdvisor, we find that customers leave fewer reviews and lower review valence during the subsequent month, when the level of roteness of managers’ responses is higher. However, rote responses only decrease the volume of subsequent positive reviews but have no influence on the volume of negative reviews. Moreover, such effects are weaker for chain hotels than for independent ones. Therefore, managers should differentiate their responses to online reviews, particularly for independent hotels.

当处理顾客的意见时，酒店经理越来越多地撰写死记硬背的回应（例如，与先前回应重复的类似回应），以提高效率和节省成本。但是，这样的回答可能是无效的，因为它们是不明确的，并且在评论者的评论中添加的信息很少。为了解决这个难题，我们研究了经理人死记硬背的反应程度，以识别经理人反应性文本的相似性。根据来自TripAdvisor的868家酒店的334,671条评论和169,794位管理者反馈的面板数据，我们发现，在随后的一个月中，当管理者的回复的刻板程度较高时，顾客留下的评论数量更少并且评论价降低。然而，死记硬背的回应只会减少后续正面评论的数量，而不会影响负面评论的数量。而且，这种影响对于连锁酒店而言要比独立酒店弱。因此，管理者应区别对待他们对在线评论的反应，尤其是对于独立酒店。