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Managing negative word-of-mouth on social media platforms = the effect of hotel management responses on observers' purchase intention /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Managing negative word-of-mouth on social media platforms/ by Ines Nee.
Reminder of title:	the effect of hotel management responses on observers' purchase intention /
Author:	Nee, Ines.
Published:	Wiesbaden :Springer Fachmedien Wiesbaden : : 2016.,
Description:	xviii, 235 p. :ill., digital ; : 24 cm.;
Contained By:	Springer eBooks
Subject:	Hotel management. -
Online resource:	http://dx.doi.org/10.1007/978-3-658-13998-8
ISBN:	9783658139988

Managing negative word-of-mouth on social media platforms = the effect of hotel management responses on observers' purchase intention /
Nee, Ines.

Managing negative word-of-mouth on social media platformsthe effect of hotel management responses on observers' purchase intention /[electronic resource] :by Ines Nee. - Wiesbaden :Springer Fachmedien Wiesbaden :2016. - xviii, 235 p. :ill., digital ;24 cm. - Innovatives markenmanagement;Band 58. - Innovatives markenmanagement ;Band 47..

Relevance of Responding to Negative Online Customer Reviews -- The Hotel Industry and its Development since the Emergence of Web 2.0 -- Differentiation of Classical Service Recovery Management and Service Recovery Management in the Context of Social Media -- Development of a Conceptual Basis Explaining Observers' Behavioral Reactions towards Complaint Handling on Social Media Platforms -- Empirical Analysis and Validation of Management Response Content.

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. Contents Relevance of Responding to Negative Online Customer Reviews The Hotel Industry and its Development since the Emergence of Web 2.0 Differentiation of Classical Service Recovery Management and Service Recovery Management in the Context of Social Media Development of a Conceptual Basis Explaining Observers' Behavioral Reactions towards Complaint Handling on Social Media Platforms Empirical Analysis and Validation of Management Response Content Target Groups Researchers and students in the fields of marketing, communication and digital marketing Practitioners in these areas The Author Dr. Ines Nee received her PhD at Prof. Dr. Christoph Burmann's Chair of innovative Brand Management at the University of Bremen.

ISBN: 9783658139988

Standard No.: 10.1007/978-3-658-13998-8doiSubjects--Topical Terms:

568817
Hotel management.

LC Class. No.: HF5827.95 / .N44 2016

Dewey Class. No.: 658.8

Managing negative word-of-mouth on social media platforms = the effect of hotel management responses on observers' purchase intention /
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