Managing Negative Word-of-Mouth on Social Media Platforms: The Effect of Hotel Management Responses on Observers’ Purchase Intention
Author:   Ines Nee
Publisher:   Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
Edition:   1st ed. 2016
ISBN:  

9783658139971


Pages:   235
Publication Date:   16 June 2016
Format:   Paperback
Availability:   Manufactured on demand   Availability explained
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Managing Negative Word-of-Mouth on Social Media Platforms: The Effect of Hotel Management Responses on Observers’ Purchase Intention


Overview

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.

Full Product Details

Author:   Ines Nee
Publisher:   Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
Imprint:   Springer Gabler
Edition:   1st ed. 2016
Dimensions:   Width: 14.80cm , Height: 1.40cm , Length: 21.00cm
Weight:   3.351kg
ISBN:  

9783658139971


ISBN 10:   3658139978
Pages:   235
Publication Date:   16 June 2016
Audience:   Professional and scholarly ,  Professional and scholarly ,  Professional & Vocational ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   Manufactured on demand   Availability explained
We will order this item for you from a manufactured on demand supplier.

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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Author Information

Dr. Ines Nee received her PhD at Prof. Dr. Christoph Burmann’s Chair of innovative Brand Management at the University of Bremen.

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