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

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

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...

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Bibliographic Details
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.
Online Access:Full Text via HEAL-Link
Table of Contents:
  • Relevance of Responding to Negative Online Customer Reviews
  • The Hotel Industry and its Development since the Emergence of Web 2.0
  • Differentiation of Classical Service Recovery Management and Service Recovery Management in the Context of Social Media.-Development of a Conceptual Basis Explaining Observers’ Behavioral Reactions towards Complaint Handling on Social Media Platforms
  • Empirical Analysis and Validation of Management Response Content.

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