Managing Negative Word-of-Mouth on Social Media Platforms : the Effect of Hotel Management Responses on Observers' Purchase Intention / by Ines Nee.

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 react...

Full description

Bibliographic Details

Online Access:	Full Text (via Springer)
Main Author:	Nee, Ines (Author)
Corporate Author:	École nationale supérieure des beaux-arts (France)
Format:	eBook
Language:	English
Published:	Wiesbaden Springer Fachmedien Wiesbaden Imprint : Springer Gabler, 2016.
Series:	Innovatives Markenmanagement ; Bd 58.
Subjects:	Business. Marketing. Tourism. Management. Word-of-mouth advertising. Hotel management. Social media > Marketing.