Journal
TOURISM MANAGEMENT
Volume 53, Issue -, Pages 74-85Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.tourman.2015.09.011
Keywords
Online hotel reviews; E-complaints; Consumer inferences; Electronic word of mouth; Social media; Trust; Customer concern; Service failure
Funding
- Caesars Hospitality Research Center, University of Nevada, Las Vegas
- Caesars Foundation
Ask authors/readers for more resources
Our research examines the perceptions and evaluations of prospective customers toward an online negative review and any accompanying hotel response. The study explores two main issues: whether the presence (versus absence) of an organizational response to negative customer reviews affects the inferences potential consumers draw about the target business, and which aspects of responses affect their impressions. We test the effects of four variables associated with a response: source of response, voice of responder, speed of response, and action frame on two outcomes variables (i.e., customer concern and trust inferences). The provision of an online response (versus no response) enhanced inferences that potential consumers draw regarding the business's trustworthiness and the extent to which it cares about its customers. Using a human voice and a timely response yielded favorable customer inferences. Inferences did not vary with response source or action frame. Implications are drawn for effective management of negative online reviews. (C) 2015 Elsevier Ltd. All rights reserved.
Authors
I am an author on this paper
Click your name to claim this paper and add it to your profile.
Reviews
Recommended
No Data Available