Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern. Tourism Management, 53, 74-85, 2016.Sparks, B. A., So, K. K. F., & Bradley, G. L. (2015). Responding to negative online reviews: The effects of hotel responses on ...
The data reveals that providing a service recovery response to negative online reviews increases guest perception of image, guest intent to stay, and guest return intent. Similarly, the study found that guest perception of image was a predictor for guest intent to stay and guest return intent; ...
“Reviewer A indicates that many of the recommendations have been implemented by militaries (but not perhaps public education). I have to agree with this statement. You paper is interesting, please don’t get me wrong, but I believe your paper would have more impact if you acknowledge prior ...
This study, based on the category diagnosticity theory and the literature on managerial responses, develops a research framework to explain the relationships between online negative reviews, managerial responses, consumer attitudes, and their consequent purchase intention behavior. Using an experimental ...
While positive reviews may contribute to brand equity and a company's reputation, the key question is whether organizations should respond to negative reviews. This research begins to answer this question and addresses the conditions when a response is warranted....
In doing so, “‘negative capability’ supports ‘reflective inaction’, that is, the ability to resist dispersing into defensive routines when leading at the limits of one’s knowledge, resources and trust” while ‘positive capability’ supports ‘decisive action’” (Simpson et al. 2002). ...
the combined effect of OA and OW was negative, where the low effect size from the elevated ocean temperature seems to act antagonistically with OA, reversing the individual effects to an even greater negative combined effect. The reason for this result is at this point difficult to disclose, bu...
even if they are not your clients or potential customers. Most people who are contacting you by chat have some sort of online presence and if you are rude with them or reluctant to give them a clear answer, they can leave false negative comments about your company in online forums or on...
targetness; reduced striatal and occipital (lingual gyrus) signalling to novelty and negative emotional salience, reduced signalling in the amygdala, anterior cingulate cortex and parahippocamal gyrus to negative emotional salience, and reduced cerebellar signalling to novelty and negative emotional salience...
In both these examples, the widening of the attentional field to perceive multiple stimuli may have increased the saliency of the global level relative to the local level. Therefore, this more global advantage in the younger age groups may reflect poorer attention control when faced with more ...