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.
Includes more than 4000 entries, with over 1000 of them new to this edition Profiles 100 outstanding personalities connected with travel, tourism and hospitality Describes 300 international and national organisations, with data from over 200 countries
Heritage, Culture and Society contains the papers presented at the 3rd International Hospitality and Tourism Conference (IHTC2016) & 2nd International Seminar on Tourism (ISOT 2016), Bandung, Indonesia, 10―12 October 2016).
The engaging writing style and hundreds of updated industry examples make Tourism: The Business of Hospitality and Travel, 6/e, the perfect textbook for students taking their first hospitality or tourism class.