Innovatives Markenmanagement Managing Negative Word-Of-Mouth on Social Media Platforms: The Effect of Hotel Management Responses on Observers' Purcha, (Paperback)
Product details
| Management number | 251741731 | Release Date | 2026/09/26 | List Price | US$22.00 | Model Number | 251741731 | ||
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<p>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.</p>
- Innovatives Markenmanagement Managing Negative Word-Of-Mouth on Social Media Platforms: The Effect of Hotel Management Responses on Observers' Purcha, (Paperback)
- Author: Ines Nee
- ISBN: 9783658139971
- Format: Paperback
- Publication Date: 2016-06-16
- Page Count: 235
| Manual & guide type | Instruction Manual |
|---|---|
| Book format | Paperback |
| Edition | 2016 Edition |
| Pages | 235 |
| Language | English |
| Brand | Ines Nee |
| Pub date | 20160616 |
| Author | Ines Nee |
| Subgenre | Marketing |
| Genre | Business & Investing |
| Bisac subject heading | Business & Economics |
| Series title | Innovatives Markenmanagement |
| Number in series | 0 |
| Dimensions | 5.83 x 0.54 x 8.27 in |
| Age group | Adult |
| Piece count | 0 |
| Retail packaging | Single Piece |
| Original languages | English |
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