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Managing Negative Word-of-Mouth on Social Media Platforms

The Effect of Hotel Management Responses on Observers’ Purchase Intention

  • Book
  • © 2016

Overview

Authors:
  1. Ines Nee

    1. Universität Bremen, Bremen, Germany

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  • Publication in the field of economic sciences
  • Includes supplementary material: sn.pub/extras

Part of the book series: Innovatives Markenmanagement (INMA)

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Table of contents (4 chapters)

  1. Front Matter

    Pages I-XVIII
    Download chapter PDF

  2. Relevance of managing online customer reviews

    • Ines Nee
    Pages 1-30

  3. Theoretical foundations

    • Ines Nee
    Pages 31-103

  4. Empirical model validation and hypotheses testing

    • Ines Nee
    Pages 104-159

  5. Conclusion, reflection and outlook

    • Ines Nee
    Pages 160-195

  6. Back Matter

    Pages 197-235
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Keywords

About this book

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.

Authors and Affiliations

  • Universität Bremen, Bremen, Germany

    Ines Nee

About the author

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

Bibliographic Information

  • Book Title: Managing Negative Word-of-Mouth on Social Media Platforms

  • Book Subtitle: The Effect of Hotel Management Responses on Observers’ Purchase Intention

  • Authors: Ines Nee

  • Series Title: Innovatives Markenmanagement

  • DOI: https://doi.org/10.1007/978-3-658-13998-8

  • Publisher: Springer Gabler Wiesbaden

  • eBook Packages: Business and Management, Business and Management (R0)

  • Copyright Information: Springer Fachmedien Wiesbaden 2016

  • Softcover ISBN: 978-3-658-13997-1Published: 16 June 2016

  • eBook ISBN: 978-3-658-13998-8Published: 07 June 2016

  • Series ISSN: 2627-1109

  • Series E-ISSN: 2627-1117

  • Edition Number: 1

  • Number of Pages: XVIII, 235

  • Number of Illustrations: 28 b/w illustrations

  • Topics: Marketing, Tourism Management

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