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.
Consumer Behaviour in the International Restaurant Sector looks at the factors that influence our culinary tastes and dining behaviour, illustrating how they can translate into successful business in industry.
Serving food in museums, aquariums, zoos, and other cultural institutions has become an important profit-making venture for many of these organizations, but one that they are not always well equipped to handle.