Is it worth responding? The effect of different response strategies on the attitude toward the reviewed hotel
Complaint management literature suggests that corporate response to consumer grievance is an important issue. But within practice the corporate act of hotels responding to (negative) online reviews remains modest. Thus, we tested experimentally the significance of review response as well as the perc...
| Main Authors: | , , |
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| Format: | Others |
| Published: |
European Advertising Academy,
2015-01-20T02:03:40Z.
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| Subjects: | |
| Online Access: | Get fulltext |