Responding to Tripadvisor: How Hotel Responses to Negative Online Reviews Effect Hotel Image, Intent to Stay, and Intent to Return
作者： Tiffany Avant
DOI:
关键词: Marketing 、 Psychology 、 Advertising
摘要: … negative online reviews increases hotel image, intent to stay, and guest return … among the types of hotel responses to negative online reviews when it comes to the hotel image, intent to …
参考文章(49)
Marianna Sigala, e-Customer Relationship Management in the hotel sector: Guests' perceptions of perceived e-service quality levels Tourism: An international Interdisciplinary Journal. ,vol. 54, pp. 333- 344 ,(2006)
Bayo Lawal, Repeated Measures Design Springer, Cham. pp. 697- 718 ,(2014) , 10.1007/978-3-319-05555-8_18
Marta Fernández-Barcala, Juan Prieto-Rodriguez, Manuel González-Díaz, Factors influencing guests’ hotel quality appraisals European Journal of Tourism Research. ,vol. 2, pp. 25- 40 ,(2009)
Marsha D Loda, William Norman, Kenneth Backman, None, How potential tourists react to mass media marketing: advertising versus publicity. Journal of Travel & Tourism Marketing. ,vol. 18, pp. 63- 70 ,(2005) , 10.1300/J073V18N03_06
Tianshu Zheng, Hyewon Youn, Clark S. Kincaid, An Analysis of Customers' E-Complaints for Luxury Resort Properties Journal of Hospitality Marketing & Management. ,vol. 18, pp. 718- 729 ,(2009) , 10.1080/19368620903170240
Daniel J. Mount, Anna Mattila, The relationship of reliability and recovery to satisfaction and return intent at the hotel unit level. Journal of Quality Assurance in Hospitality & Tourism. ,vol. 10, pp. 301- 310 ,(2009) , 10.1080/15280080903183276
Kalyani Menon, Laurette Dubé, Ensuring greater satisfaction by engineering salesperson response to customer emotions Journal of Retailing. ,vol. 76, pp. 285- 307 ,(2000) , 10.1016/S0022-4359(00)00034-8
Scott D. Crawford, Mick P. Couper, Mark J. Lamias, Web surveys: perceptions of burden Social Science Computer Review. ,vol. 19, pp. 146- 162 ,(2001) , 10.1177/089443930101900202
Alaa Tantawy, Erwin Losekoot, An assessemnt of key hotel guest contract personnel in handling guest complaints Journal of Quality Assurance in Hospitality & Tourism. ,vol. 1, pp. 21- 43 ,(2000) , 10.1300/J162V01N04_02
Julian Gould-Williams, The Impact of Employee Performance Cues on Guest Loyalty, Perceived Value and Service Quality Service Industries Journal. ,vol. 19, pp. 97- 118 ,(1999) , 10.1080/02642069900000032