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.
Managing Negative Word-of-Mouth on Social Media Platforms: The Effect of Hotel Management Responses on Observers' Purchase Intention (Innovatives Markenmanagement) download
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