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 towards organizational complaint handling in the context of social media and to empirically test the effect of the two most resource-intensive response options of compensation and explanation. With the help of a profound experimental design, the author detects strategies on how hotel companies should respond towards negative online customer reviews in order to increase the observer’s purchase intention and the hotel company’s return on complaint management.
- ISBN13 9783658139971
- Publish Date 16 June 2016
- Publish Status Active
- Publish Country DE
- Imprint Springer Gabler
- Edition 1st ed. 2016
- Format Paperback
- Pages 235
- Language English