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Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern

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Cited by:

  1. Lu, Lu & Cai, Ruiying & King, Ceridwyn, 2020. "Building trust through a personal touch: Consumer response to service failure and recovery of home-sharing," Journal of Business Research, Elsevier, vol. 117(C), pages 99-111.
  2. Chuanmin Mi & Yetian Chen & Chiung-Shu Cheng & Joselyne Lucky Uwanyirigira & Ching-Torng Lin, 2019. "Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM," Sustainability, MDPI, vol. 11(9), pages 1-20, May.
  3. Raffaele Filieri & Elisabetta Raguseo & Claudio Vitari, 2018. "When are extreme ratings more helpful? Empirical evidence on the moderating effects of review characteristics and product type," Grenoble Ecole de Management (Post-Print) halshs-01923243, HAL.
  4. Martin Gellerstedt & T. Arvemo, 2019. "The impact of word of mouth when booking a hotel: could a good friend’s opinion outweigh the online majority?," Information Technology & Tourism, Springer, vol. 21(3), pages 289-311, September.
  5. Wenlong Liu & Rongrong Ji & Chen (Peter) Nian & Kisang Ryu, 2020. "Identifying the Types and Impact of Service Provider’s Responses to Online Negative Reviews in the Sharing Economy: Evidence from B&Bs in China," Sustainability, MDPI, vol. 12(6), pages 1-17, March.
  6. Vo Nga Thi & Chovancová Miloslava & Tri Ho Thanh, 2019. "A major boost to the website performance of up-scale hotels in Vietnam," Management & Marketing, Sciendo, vol. 14(1), pages 14-30, March.
  7. Zhu, John Jianjun & Chang, Yung-Chun & Ku, Chih-Hao & Li, Stella Yiyan & Chen, Chi-Jen, 2021. "Online critical review classification in response strategy and service provider rating: Algorithms from heuristic processing, sentiment analysis to deep learning," Journal of Business Research, Elsevier, vol. 129(C), pages 860-877.
  8. Yogesh K Dwivedi & Elvira Ismagilova & Prianka Sarker & Anand Jeyaraj & Yassine Jadil & Laurie Hughes, 2023. "A Meta-Analytic Structural Equation Model for Understanding Social Commerce Adoption," Information Systems Frontiers, Springer, vol. 25(4), pages 1421-1437, August.
  9. Liebrecht, Christine & Tsaousi, Christina & van Hooijdonk, Charlotte, 2021. "Linguistic elements of conversational human voice in online brand communication: Manipulations and perceptions," Journal of Business Research, Elsevier, vol. 132(C), pages 124-135.
  10. Radostina Prodanova, 2021. "An Analysis of Hotel's Responses to Negative and Mixed Online Reviews in Varna," Izvestia Journal of the Union of Scientists - Varna. Economic Sciences Series, Union of Scientists - Varna, Economic Sciences Section, vol. 10(3), pages 33-43, December.
  11. T. Ravichandran & Chaoqun Deng, 2023. "Effects of Managerial Response to Negative Reviews on Future Review Valence and Complaints," Information Systems Research, INFORMS, vol. 34(1), pages 319-341, March.
  12. Liao, Junyun & Chen, Jiawen & Zhao, Haichuan & Li, Muhua, 2023. "Fanning the flames: Transmitting negative word of mouth of rival brands," Journal of Business Research, Elsevier, vol. 154(C).
  13. Inda Premordia & Timea Gál, 2021. "Dear Customer, Thank You for Your Review: The Service Failure-recovery Dyadic Interactions in the Restaurant Industry," International Review of Management and Marketing, Econjournals, vol. 11(3), pages 49-57.
  14. Yan Wan & Yifan Zhang & Fengting Wang & Yufei Yuan, 2023. "Retailer response to negative online consumer reviews: how can damaged trust be effectively repaired?," Information Technology and Management, Springer, vol. 24(1), pages 37-53, March.
  15. Shan-Shan Liao & Ching-Yuan Lin & Ying-Ji Chuang & Xing-Zheng Xie, 2020. "The Role of Social Capital for Short-Video Platform Users’ Travel Intentions: SEM and Fsqca Findings," Sustainability, MDPI, vol. 12(9), pages 1-22, May.
  16. Ao Shen & Peng Wang & Yongyuan Ma, 2022. "When crowding‐in and when crowding‐out? The boundary conditions on the relationship between negative online reviews and online sales," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(6), pages 2016-2032, September.
  17. Zajadacz Alina & Minkwitz Aleksandra, 2020. "Using Social Media Data to Plan for Tourism," Quaestiones Geographicae, Sciendo, vol. 39(3), pages 125-138, September.
  18. Wu, Jintao & Wu, Tong & Schlegelmilch, Bodo B., 2020. "Seize the Day: How Online Retailers Should Respond to Positive Reviews," Journal of Interactive Marketing, Elsevier, vol. 52(C), pages 52-60.
  19. Fang Deng & Chunbo Zhou, 2022. "Sustainable Development of Corporate Governance in the Hospitality and Tourism Industry: The Evolution and the Future," Sustainability, MDPI, vol. 14(7), pages 1-19, April.
  20. Arpan Kumar Kar, 0. "What Affects Usage Satisfaction in Mobile Payments? Modelling User Generated Content to Develop the “Digital Service Usage Satisfaction Model”," Information Systems Frontiers, Springer, vol. 0, pages 1-21.
  21. Sheng, Jie, 2019. "Being Active in Online Communications: Firm Responsiveness and Customer Engagement Behaviour," Journal of Interactive Marketing, Elsevier, vol. 46(C), pages 40-51.
  22. Ahani, Ali & Nilashi, Mehrbakhsh & Yadegaridehkordi, Elaheh & Sanzogni, Louis & Tarik, A. Rashid & Knox, Kathy & Samad, Sarminah & Ibrahim, Othman, 2019. "Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 331-343.
  23. Yang, Luming & Xu, Min & Xing, Lin, 2022. "Exploring the core factors of online purchase decisions by building an E-Commerce network evolution model," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  24. Lucini, Filipe R. & Tonetto, Leandro M. & Fogliatto, Flavio S. & Anzanello, Michel J., 2020. "Text mining approach to explore dimensions of airline customer satisfaction using online customer reviews," Journal of Air Transport Management, Elsevier, vol. 83(C).
  25. Fan Zou & Yupeng Li & Jiahuan Huang, 2022. "Group interaction and evolution of customer reviews based on opinion dynamics towards product redesign," Electronic Commerce Research, Springer, vol. 22(4), pages 1131-1151, December.
  26. Sylvia A. Achieng & Anthony W. Pepela, 2023. "Influence of Interpersonal Communication on Hotel Performance: A Case of Classified Hotels along the Kenyan Coastal Tourism Hub," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(5), pages 1607-1614, May.
  27. Wu, Yuanyuan & Liu, Tianjiao & Teng, Lefa & Zhang, Hui & Xie, Chenxin, 2021. "The impact of online review variance of new products on consumer adoption intentions," Journal of Business Research, Elsevier, vol. 136(C), pages 209-218.
  28. Casper Ferm, Lars-Erik & Thaichon, Park, 2021. "Value co-creation and social media: Investigating antecedents and influencing factors in the U.S. retail banking industry," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  29. Colmekcioglu, Nazan & Marvi, Reza & Foroudi, Pantea & Okumus, Fevzi, 2022. "Generation, susceptibility, and response regarding negativity: An in-depth analysis on negative online reviews," Journal of Business Research, Elsevier, vol. 153(C), pages 235-250.
  30. Arpan Kumar Kar, 2021. "What Affects Usage Satisfaction in Mobile Payments? Modelling User Generated Content to Develop the “Digital Service Usage Satisfaction Model”," Information Systems Frontiers, Springer, vol. 23(5), pages 1341-1361, September.
  31. 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.
  32. 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.
  33. Nilashi, Mehrbakhsh & Abumalloh, Rabab Ali & Minaei-Bidgoli, Behrouz & Abdu Zogaan, Waleed & Alhargan, Ashwaq & Mohd, Saidatulakmal & Syed Azhar, Sharifah Nurlaili Farhana & Asadi, Shahla & Samad, Sar, 2022. "Revealing travellers’ satisfaction during COVID-19 outbreak: Moderating role of service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  34. Raksmey Sann & Pei-Chun Lai & Hui-Chen Chang, 2020. "Does Culture of Origin Have an Impact on Online Complaining Behaviors? The Perceptions of Asians and Non-Asians," Sustainability, MDPI, vol. 12(5), pages 1-37, February.
  35. Zhao, Yan & Wen, Lingling & Feng, Xiangnan & Li, Ran & Lin, Xiaolin, 2020. "How managerial responses to online reviews affect customer satisfaction: An empirical study based on additional reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  36. Ketron, Seth, 2017. "Investigating the effect of quality of grammar and mechanics (QGAM) in online reviews: The mediating role of reviewer crediblity," Journal of Business Research, Elsevier, vol. 81(C), pages 51-59.
  37. Septianto, Felix & Kemper, Joya A. & Choi, Jinyoung (Jane), 2020. "The power of beauty? The interactive effects of awe and online reviews on purchase intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  38. Raffaele Filieri & Elisabetta Raguseo & Claudio Vitari, 2018. "When are extreme ratings more helpful? Empirical evidence on the moderating effects of review characteristics and product type," Post-Print halshs-01923243, HAL.
  39. Xinxiang Zhang, 2020. "Ongoing Trust and Tourism O2O Platform Continuance: A Two-Trustee Involved Model With Moderating Variable," SAGE Open, , vol. 10(2), pages 21582440209, May.
  40. Jin, Wangyan & Chen, Yuangao & Yang, Shuiqing & Zhou, Shasha & Jiang, Hui & Wei, June, 2023. "Personalized managerial response and negative inconsistent review helpfulness: The mediating effect of perceived response helpfulness," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  41. Munzel, Andreas, 2016. "Assisting consumers in detecting fake reviews: The role of identity information disclosure and consensus," Journal of Retailing and Consumer Services, Elsevier, vol. 32(C), pages 96-108.
  42. Javornik, Ana & Filieri, Raffaele & Gumann, Ralph, 2020. "“Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers' Perceptions of Complaint Handling in Social Media," Journal of Interactive Marketing, Elsevier, vol. 50(C), pages 100-119.
  43. Saram Han & Christopher K. Anderson & Kyunghwa Chung, 2023. "Do managerial communications improve customer satisfaction and eWOM? The moderating effect of response authenticity," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.
  44. Pera, Rebecca & Viglia, Giampaolo & Grazzini, Laura & Dalli, Daniele, 2019. "When empathy prevents negative reviewing behavior," Annals of Tourism Research, Elsevier, vol. 75(C), pages 265-278.
  45. Taiga Saito & Akihiko Takahashi & Noriaki Koide & Yu Ichifuji, 2017. "Optimal Overbooking Strategy in Online Hotel Booking Systems," CIRJE F-Series CIRJE-F-1065, CIRJE, Faculty of Economics, University of Tokyo.
  46. Ait-Bakrim, Abderrahman & Attouch, Hicham & Guerreiro, Manuela & Perez-Aranda, Javier, 2019. "Examining The Relationship Between Hoteliers’ Review Site Use Intensity And Hotel Characteristics - Moroccan Hotels," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 7(3), pages 226-239.
  47. Koc, Erdogan & Hatipoglu, Sercan & Kivrak, Oguzhan & Celik, Cemal & Koc, Kaan, 2023. "Houston, we have a problem!: The use of ChatGPT in responding to customer complaints," Technology in Society, Elsevier, vol. 74(C).
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