Authors:
- 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)
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Front Matter
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Back Matter
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
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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