The Resource Managing Negative Word-of-Mouth on Social Media Platforms : The Effect of Hotel Management Responses on Observers’ Purchase Intention, by Ines Nee, (electronic resource)

Managing Negative Word-of-Mouth on Social Media Platforms : The Effect of Hotel Management Responses on Observers’ Purchase Intention, by Ines Nee, (electronic resource)

Label
Managing Negative Word-of-Mouth on Social Media Platforms : The Effect of Hotel Management Responses on Observers’ Purchase Intention
Title
Managing Negative Word-of-Mouth on Social Media Platforms
Title remainder
The Effect of Hotel Management Responses on Observers’ Purchase Intention
Statement of responsibility
by Ines Nee
Creator
Author
Author
Subject
Language
eng
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 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. 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 Target Groups Researchers and students in the fields of marketing, communication and digital marketing Practitioners in these areas The Author Dr. Ines Nee received her PhD at Prof. Dr. Christoph Burmann’s Chair of innovative Brand Management at the University of Bremen
Member of
http://library.link/vocab/creatorName
Nee, Ines
Dewey number
658.8
http://bibfra.me/vocab/relation/httpidlocgovvocabularyrelatorsaut
2DfeZMzv5wA
Image bit depth
0
LC call number
HF5410-5417.5
Literary form
non fiction
Nature of contents
dictionaries
Series statement
Innovatives Markenmanagement,
http://library.link/vocab/subjectName
  • Marketing
  • Tourism
  • Marketing
  • Tourism Management
Label
Managing Negative Word-of-Mouth on Social Media Platforms : The Effect of Hotel Management Responses on Observers’ Purchase Intention, by Ines Nee, (electronic resource)
Instantiates
Publication
Antecedent source
mixed
Bibliography note
Includes bibliographical references
Carrier category
online resource
Carrier category code
cr
Carrier MARC source
rdacarrier
Color
not applicable
Content category
text
Content type code
txt
Content type MARC source
rdacontent
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
Dimensions
unknown
Extent
1 online resource (XVIII, 235 p. 28 illus.)
File format
multiple file formats
Form of item
online
Isbn
9783658139988
Level of compression
uncompressed
Media category
computer
Media MARC source
rdamedia
Media type code
c
Other control number
10.1007/978-3-658-13998-8
Quality assurance targets
absent
Reformatting quality
access
Specific material designation
remote
System control number
  • (CKB)3710000000726856
  • (DE-He213)978-3-658-13998-8
  • (MiAaPQ)EBC4543288
  • (EXLCZ)993710000000726856
Label
Managing Negative Word-of-Mouth on Social Media Platforms : The Effect of Hotel Management Responses on Observers’ Purchase Intention, by Ines Nee, (electronic resource)
Publication
Antecedent source
mixed
Bibliography note
Includes bibliographical references
Carrier category
online resource
Carrier category code
cr
Carrier MARC source
rdacarrier
Color
not applicable
Content category
text
Content type code
txt
Content type MARC source
rdacontent
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
Dimensions
unknown
Extent
1 online resource (XVIII, 235 p. 28 illus.)
File format
multiple file formats
Form of item
online
Isbn
9783658139988
Level of compression
uncompressed
Media category
computer
Media MARC source
rdamedia
Media type code
c
Other control number
10.1007/978-3-658-13998-8
Quality assurance targets
absent
Reformatting quality
access
Specific material designation
remote
System control number
  • (CKB)3710000000726856
  • (DE-He213)978-3-658-13998-8
  • (MiAaPQ)EBC4543288
  • (EXLCZ)993710000000726856

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