Responding to negative online reviews : the effects of hotel responses on customer inferences of trust and concern
Beverley A. Sparks, Kevin Kam Fung So, Graham L. Bradley
| Year of publication: |
April 2016
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|---|---|
| Authors: | Sparks, Beverley ; So, Kevin Kam Fung ; Bradley, Graham L. |
| Published in: |
Tourism management : research, policies, practice. - Amsterdam [u.a.] : Elsevier Science, ISSN 0261-5177, ZDB-ID 802245-8. - Vol. 53.2016, p. 74-85
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| Subject: | Online hotel reviews | E-complaints | Consumer inferences | Electronic word of mouth | Social media | Trust | Customer concern | Service failure | Virales Marketing | Viral marketing | Social Web | Social web | Hotellerie | Hotel industry | Konsumentenverhalten | Consumer behaviour | Vertrauen | Confidence | Online-Handel | Online retailing | Dienstleistungsqualität | Service quality | Online-Marketing | Internet marketing | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Electronic Commerce | E-commerce | Beschwerdemanagement | Complaint management |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.tourman.2015.09.011 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011440024