國立虎尾科技大學 |

Managing Negative Word-of-Mouth on Social Media Platforms = The Effect of Hotel Management Responses on Observers’ Purchase Intention /

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	Managing Negative Word-of-Mouth on Social Media Platforms/ by Ines Nee.
其他題名:	The Effect of Hotel Management Responses on Observers’ Purchase Intention /
作者:	Nee, Ines.
面頁冊數:	XVIII, 235 p. 28 illus.online resource. :
Contained By:	Springer Nature eBook
標題:	Marketing. -
電子資源:	https://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. - 1st ed. 2016. - XVIII, 235 p. 28 illus.online resource. - Innovatives Markenmanagement,2627-1109. - Innovatives Markenmanagement,51.

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:

557931
Marketing.

LC Class. No.: HF5410-5417.5

Dewey Class. No.: 658.8

Managing Negative Word-of-Mouth on Social Media Platforms = The Effect of Hotel Management Responses on Observers’ Purchase Intention /
LDR:03413nam a22004095i 4500 001 978331
003 DE-He213
005 20200701123945.0
007 cr nn 008mamaa
008 201211s2016 gw | s |||| 0|eng d
020 $a 9783658139988 $9 978-3-658-13998-8
024 7 $a 10.1007/978-3-658-13998-8 $2 doi
035 $a 978-3-658-13998-8
050 4 $a HF5410-5417.5
072 7 $a KJS $2 bicssc
072 7 $a BUS043000 $2 bisacsh
072 7 $a KJS $2 thema
072 7 $a KJSM $2 thema
082 0 4 $a 658.8 $2 23
100 1 $a Nee, Ines. $4 aut $4 http://id.loc.gov/vocabulary/relators/aut $3 1109939
245 1 0 $a Managing Negative Word-of-Mouth on Social Media Platforms $h [electronic resource] : $b The Effect of Hotel Management Responses on Observers’ Purchase Intention / $c by Ines Nee.
250 $a 1st ed. 2016.
264 1 $a Wiesbaden : $b Springer Fachmedien Wiesbaden : $b Imprint: Springer Gabler, $c 2016.
300 $a XVIII, 235 p. 28 illus. $b online resource.
336 $a text $b txt $2 rdacontent
337 $a computer $b c $2 rdamedia
338 $a online resource $b cr $2 rdacarrier
347 $a text file $b PDF $2 rda
490 1 $a Innovatives Markenmanagement, $x 2627-1109
505 0 $a 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.
520 $a 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.
650 0 $a Marketing. $3 557931
650 0 $a Tourism. $3 558888
650 0 $a Management. $3 558618
650 2 4 $a Tourism Management. $3 1062256
710 2 $a SpringerLink (Online service) $3 593884
773 0 $t Springer Nature eBook
776 0 8 $i Printed edition: $z 9783658139971
776 0 8 $i Printed edition: $z 9783658139995
830 0 $a Innovatives Markenmanagement, $x 2627-1109 ; $v 51 $3 1253740
856 4 0 $u https://doi.org/10.1007/978-3-658-13998-8
912 $a ZDB-2-BUM
912 $a ZDB-2-SXBM
950 $a Business and Management (SpringerNature-41169)
950 $a Business and Management (R0) (SpringerNature-43719)