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Trust in managerial response offsets negative review

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  • Yhee, Yerin
  • Kim, Hyemin
  • Kim, Jungkeun
  • Koo, Chulmo

Abstract

Negative reviews are related to one of the most important challenges to hotels that must figure out. Despite the negative reviews affect serverely to hotel revenue, it lacks in examining the managerial response of how treats those negative review fairly well and restore the trust of the negative reviewers as well as potential visitors. This research examines the distinguished roles between ability and other factors, focusing on the integrated perspectives of signaling theory and trusting belief. We found the ability is the most powerful signal to rebuild the trust of potential tourists with the impression that the hotel successfully solves the problem through experimental studies.

Suggested Citation

  • Yhee, Yerin & Kim, Hyemin & Kim, Jungkeun & Koo, Chulmo, 2023. "Trust in managerial response offsets negative review," Annals of Tourism Research, Elsevier, vol. 102(C).
    • Handle: RePEc:eee:anture:v:102:y:2023:i:c:s0160738323001147
    DOI: 10.1016/j.annals.2023.103641
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    References listed on IDEAS

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    1. Martin Reimann & Christoph Hüller & Oliver Schilke & Karen S. Cook, 2022. "Impression management attenuates the effect of ability on trust in economic exchange," Decision Analysis, INFORMS, vol. 119(30), pages 2118548119-, July.
    2. Li, Chunyu & Cui, Geng & Peng, Ling, 2017. "The signaling effect of management response in engaging customers: A study of the hotel industry," Tourism Management, Elsevier, vol. 62(C), pages 42-53.
    3. van Noort, Guda & Willemsen, Lotte M., 2012. "Online Damage Control: The Effects of Proactive Versus Reactive Webcare Interventions in Consumer-generated and Brand-generated Platforms," Journal of Interactive Marketing, Elsevier, vol. 26(3), pages 131-140.
    4. Sparks, Beverley A. & Browning, Victoria, 2011. "The impact of online reviews on hotel booking intentions and perception of trust," Tourism Management, Elsevier, vol. 32(6), pages 1310-1323.
    5. Surachartkumtonkun, Jiraporn (Nui) & Grace, Debra & Ross, Mitchell, 2021. "Unfair customer reviews: Third-party perceptions and managerial responses," Journal of Business Research, Elsevier, vol. 132(C), pages 631-640.
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    Cited by:

    1. Xia Lin & Jiali Zhu, 2024. "The Impact of Online Negative Hotel Reviews and Merchant Response Strategies on Potential Consumers’ Purchase Intentions: A Perceived Trust Perspective," International Journal of Social Science Studies, Redfame publishing, vol. 12(2), pages 1-16, March.
    2. Li, Hui & Chen, Xi-Zhuo, 2024. "Tourism-industrial atmosphere and executive change: How can they impact firms? - A mixed context analysis study," Annals of Tourism Research, Elsevier, vol. 109(C).

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