Online Service Recovery: Exploring the Effects of Justice Theory on Managerial Responses to Negative Online Reviews
This conceptual paper intends to a) analyse the effects of distributive, interactional and procedural justice on mana-gerial responses to negative online reviews to new guest hotel choice, b) determine which dimension of justice theory has the largest impact on new guests’ hotel choice, and c) sugg...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Asociación de Directivos Superiores de Administración, Negocios o Empresariales de Chile A.G. (ASFAE)
2017-05-01
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| Series: | Multidisciplinary Business Review |
| Subjects: | |
| Online Access: | https://journalmbr.net/index.php/mbr/article/view/304 |