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Managing negative word-of-mouth on social media platforms : the effect of hotel management responses on observers' purchase intention

Author: Ines Nee; Christoph Burmann
Publisher: Wiesbaden : Springer Gabler, [2016] ©2016
Series: Innovatives Markenmanagement, Bd. 58.; Research (Wiesbaden, Germany)
Edition/Format:   eBook : Document : EnglishView all editions and formats
Summary:
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  Read more...
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Genre/Form: Electronic books
Additional Physical Format: Print version:
Nee, Ines.
Managing Negative Word-of-Mouth on Social Media Platforms : The Effect of Hotel Management Responses on Observers' Purchase Intention.
Wiesbaden : Springer Fachmedien Wiesbaden, ©2016
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Ines Nee; Christoph Burmann
ISBN: 9783658139988 3658139986 3658139978 9783658139971
OCLC Number: 951622342
Description: 1 online resource.
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.
Series Title: Innovatives Markenmanagement, Bd. 58.; Research (Wiesbaden, Germany)
Responsibility: Ines Nee ; foreword by Prof. Dr. Christoph Burmann.

Abstract:

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  Read more...

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