Téléchargez le livre : Managing Negative Word-of-Mouth on Social Media Platforms

Managing Negative Word-of-Mouth on Social Media Platforms

The Effect of Hotel Management Responses on Observers' Purchase Intention

Éditeur :

Springer Gabler

Paru le : 2016-06-07

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 towar...
Voir tout
Ce livre est accessible aux handicaps Voir les informations d'accessibilité
Ebook téléchargement , DRM LCP 🛈 DRM Adobe 🛈
Compatible lecture en ligne (streaming)
52,74 €
Ajouter à ma liste d'envies
Téléchargement immédiat
Dès validation de votre commande
Image Louise Reader présentation

Louise Reader

Lisez ce titre sur l'application Louise Reader.

badge apple Application Louise Reader
badge Android Application Louise Reader

Description du livre


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.

À propos

Auteur
Ines Nee
Éditeur
Springer Gabler
Collection
n.c
Parution
2016-06-07
Pages
235 pages
EAN papier
9783658139971

Auteur(s) du livre


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

Caractéristiques détaillées - droits

EAN PDF
9783658139988
Prix
52,74 €
Nombre pages copiables
2
Nombre pages imprimables
23
Taille du fichier
4096 Ko
Ce livre est accessible aux handicaps informations d'accessibilité

Suggestions personnalisées