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The Resource Managing negative word-of-mouth on social media platforms : the effect of hotel management responses on observers' purchase intention, Ines Nee ; foreword by Prof. Dr. Christoph Burmann

Managing negative word-of-mouth on social media platforms : the effect of hotel management responses on observers' purchase intention, Ines Nee ; foreword by Prof. Dr. Christoph Burmann

Creator
Author
Contributor
Summary
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. Contents Relevance of Responding to Negative Online Customer Reviews The Hotel Industry and its Development since the Emergence of Web 2.0 Differentiation of Classical Service Recovery Management and Service Recovery Management in the Context of Social Media Development of a Conceptual Basis Explaining Observers' Behavioral Reactions towards Complaint Handling on Social Media Platforms Empirical Analysis and Validation of Management Response Content Target Groups Researchers and students in the fields of marketing, communication and digital marketing Practitioners in these areas The Author Dr. Ines Nee received her PhD at Prof. Dr. Christoph Burmann's Chair of innovative Brand Management at the University of Bremen
Language
eng
Work
Publication
Extent
1 online resource.
Contents
  • Relevance of Responding to Negative Online Customer Reviews
  • The Hotel Industry and its Development since the Emergence of Web 2.0
  • Differentiation of Classical Service Recovery Management and Service Recovery Management in the Context of Social Media.-Development of a Conceptual Basis Explaining Observers' Behavioral Reactions towards Complaint Handling on Social Media Platforms
  • Empirical Analysis and Validation of Management Response Content
Isbn
9783658139988
Link
https://ezproxy.lib.ou.edu/login?url=http://link.springer.com/10.1007/978-3-658-13998-8
Instance
Label
Managing negative word-of-mouth on social media platforms : the effect of hotel management responses on observers' purchase intention
Title
Managing negative word-of-mouth on social media platforms
Title remainder
the effect of hotel management responses on observers' purchase intention
Statement of responsibility
Ines Nee ; foreword by Prof. Dr. Christoph Burmann
Creator
Contributor
Author
Subject
Genre
Language
eng
Summary
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. Contents Relevance of Responding to Negative Online Customer Reviews The Hotel Industry and its Development since the Emergence of Web 2.0 Differentiation of Classical Service Recovery Management and Service Recovery Management in the Context of Social Media Development of a Conceptual Basis Explaining Observers' Behavioral Reactions towards Complaint Handling on Social Media Platforms Empirical Analysis and Validation of Management Response Content Target Groups Researchers and students in the fields of marketing, communication and digital marketing Practitioners in these areas The Author Dr. Ines Nee received her PhD at Prof. Dr. Christoph Burmann's Chair of innovative Brand Management at the University of Bremen
Member of
Cataloging source
N$T
http://library.link/vocab/creatorName
Nee, Ines
Dewey number
658.8
Index
no index present
LC call number
HF5827.95
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
http://library.link/vocab/relatedWorkOrContributorName
Burmann, Christoph
Series statement
  • Innovatives Markenmanagement
  • Research
Series volume
Band 58
http://library.link/vocab/subjectName
  • Word-of-mouth advertising
  • Hotel management
  • Social media
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • Hotel management
  • Word-of-mouth advertising
http://bibfra.me/vocab/relation/writerofforeword
DC63SZC0qzU
Label
Managing negative word-of-mouth on social media platforms : the effect of hotel management responses on observers' purchase intention, Ines Nee ; foreword by Prof. Dr. Christoph Burmann
Link
https://ezproxy.lib.ou.edu/login?url=http://link.springer.com/10.1007/978-3-658-13998-8
Instantiates
Publication
Copyright
Antecedent source
unknown
Bibliography note
Includes bibliographical references
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
Relevance of Responding to Negative Online Customer Reviews -- The Hotel Industry and its Development since the Emergence of Web 2.0 -- Differentiation of Classical Service Recovery Management and Service Recovery Management in the Context of Social Media.-Development of a Conceptual Basis Explaining Observers' Behavioral Reactions towards Complaint Handling on Social Media Platforms -- Empirical Analysis and Validation of Management Response Content
Dimensions
unknown
Extent
1 online resource.
File format
unknown
Form of item
online
Isbn
9783658139988
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Note
SpringerLink
Other control number
10.1007/978-3-658-13998-8
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
  • (OCoLC)951622342
  • (OCoLC)ocn951622342
Label
Managing negative word-of-mouth on social media platforms : the effect of hotel management responses on observers' purchase intention, Ines Nee ; foreword by Prof. Dr. Christoph Burmann
Link
https://ezproxy.lib.ou.edu/login?url=http://link.springer.com/10.1007/978-3-658-13998-8
Publication
Copyright
Antecedent source
unknown
Bibliography note
Includes bibliographical references
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
Relevance of Responding to Negative Online Customer Reviews -- The Hotel Industry and its Development since the Emergence of Web 2.0 -- Differentiation of Classical Service Recovery Management and Service Recovery Management in the Context of Social Media.-Development of a Conceptual Basis Explaining Observers' Behavioral Reactions towards Complaint Handling on Social Media Platforms -- Empirical Analysis and Validation of Management Response Content
Dimensions
unknown
Extent
1 online resource.
File format
unknown
Form of item
online
Isbn
9783658139988
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Note
SpringerLink
Other control number
10.1007/978-3-658-13998-8
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
  • (OCoLC)951622342
  • (OCoLC)ocn951622342

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