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The Resource Managing Negative Word-of-Mouth on Social Media Platforms : The Effect of Hotel Management Responses on Observers' Purchase Intention

Managing Negative Word-of-Mouth on Social Media Platforms : The Effect of Hotel Management Responses on Observers' Purchase Intention

Label
Managing Negative Word-of-Mouth on Social Media Platforms : The Effect of Hotel Management Responses on Observers' Purchase Intention
Title
Managing Negative Word-of-Mouth on Social Media Platforms
Title remainder
The Effect of Hotel Management Responses on Observers' Purchase Intention
Creator
Subject
Language
eng
Member of
Cataloging source
MiAaPQ
Literary form
non fiction
Nature of contents
dictionaries
Series statement
Innovatives Markenmanagement
Managing Negative Word-of-Mouth on Social Media Platforms : The Effect of Hotel Management Responses on Observers' Purchase Intention
Label
Managing Negative Word-of-Mouth on Social Media Platforms : The Effect of Hotel Management Responses on Observers' Purchase Intention
Link
http://libproxy.rpi.edu/login?url=https://ebookcentral.proquest.com/lib/rpi/detail.action?docID=4543288
Publication
Copyright
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Carrier category
online resource
Carrier category code
cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
  • Intro -- Foreword -- Preface -- Contents -- Figures -- Tables -- Abbreviations -- A Relevance of managing online customer reviews -- B Theoretical foundations -- C Empirical model validation and hypotheses testing -- D Conclusion, reflection and outlook -- Appendix -- References -- 3. Summary and visualization of research model -- 4. Outline of results and consideration of hypotheses validation -- 1. Summary of the empirical results -- 2. Managerial implications -- 3. Implications for further research -- 3. Results -- 2. Experimental study design -- 1. Methodological basis for construct measurement -- 2. Service recovery management as webcare tool -- 2. Current state of research on management responses to negative online customer reviews and research gaps -- 3. Research objective, research questions and study outline -- 1. The hotel industry and its development since the emergence of Web 2.0 -- 1. The development of electronic word-of-mouth and its impact on observer's purchase intention in the hotel industry -- 1.1 The development of eWOM and its differentiation from traditional WOM -- 1.2 Online customer reviews and their influence in the hotel industry -- 1.3 Management responses to online reviews in the hotel industry -- 1.1 Characterizing the hotel industry -- 1.2 The development of social media in the hospitality and tourism industry -- 1.3 Changes in the travel process since the development of social media -- 2.4 Observers' reaction towards management responses -- 2.1 Webcare -- 2.2 Aim and functions of service recovery management -- 2.3 Customer complaint behavior -- 1.1 Conceptualization of experimental analysis -- 1.2 Operationalization of variables -- 1.3 Experimental design -- 1.4 Experimental setting -- 1.5 Validity in experimentation -- 2.5 Organizational complaint handling -- 2.1 Manipulation of moderators and independent variables
  • 2.2 Measures -- 2.3 Questionnaire design -- 2.4 Pre-test -- 2.5 Sample selection, data check and data cleansing -- 3.1 Examination of validity -- 3.2 Hypotheses testing -- 1.4 Typology of hotel review platforms -- 3.2.1 Hypothesis 1: monetary compensation on observer's purchase intention -- 3.2.2 Hypothesis 2: explanation on observer's purchase intention -- 3.2.3 Hypothesis 3: interaction effect of monetary compensation and explanation -- 3.2.4 Hypothesis 4: moderating effect failure type -- 2.1.1 Negative online customer review: failure type -- 2.1.2 Management response: monetary compensation/explanation -- 2.5.1 Compensation -- 2.5.2 Organizational procedures -- 2.5.3 Favorable employee behavior -- 2.5.4 Moderating effect - failure type -- 2.3.1 Attribution theory -- 2.3.2 Theories of customer complaint reactions -- 2.3.3 Theory of perceived justice -- 2.4.1 Vicariously perceiving justice -- 2.4.2 Risk reduction and signaling theory to understand observers' justice perceptions and behavioral intentions -- 1.3.1 Pre-trip phase -- 1.3.2 During-Trip phase -- 1.3.3 Post-Trip phase
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Dimensions
unknown
http://library.link/vocab/discovery_link
{'f': 'http://opac.lib.rpi.edu/record=b4385474'}
Extent
1 online resource (251 pages)
Form of item
online
Isbn
9783658139988
Media category
computer
Media MARC source
rdamedia
Media type code
c
Sound
unknown sound
Specific material designation
remote

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