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

• Κύριος συγγραφέας: Nee, Ines (Συγγραφέας)
• Συγγραφή απο Οργανισμό/Αρχή: SpringerLink (Online service)
• Μορφή: Ηλεκτρονική πηγή Ηλ. βιβλίο
• Γλώσσα: English
• Έκδοση: Wiesbaden : Springer Fachmedien Wiesbaden : Imprint: Springer Gabler, 2016.
• Σειρά: Innovatives Markenmanagement
• Θέματα: 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...

Πίνακας περιεχομένων:

• 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.