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.
BEST HOTELS AND RESTAURANTS IN BELIZE by Lan Sluder concentrates entirely on the two things most travelers find critically important: lodging and food. It rates and reviews the best hotels and restaurants in Belize.
Here from the celebrated California restaurant Big Sur Bakery is a stunningly photographed cookbook showcasing seasonal ingredients, local vintners, fishermen, and farmers—and the food that makes the Big Sur Bakery unique.