Managing Negative Word-of-Mouth on Social Media Platforms The Effect of Hotel Management Responses on Observers’ Purchase Intention /

• Main Author: Nee, Ines (Author)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic eBook
• Language: English
• Published: Wiesbaden : Springer Fachmedien Wiesbaden : Imprint: Springer Gabler, 2016.
• Series: Innovatives Markenmanagement
• Subjects: Business.; Marketing.; Tourism.; Management.; Business and Management.; Tourism Management.

Ines Nee makes important key contributions to service recovery research by analyzing the effect of management response content towards negative online customer reviews on the observer’s purchase intention. This study is the first to provide a conceptual basis of observers’ behavioral reactions towar...