Hotel reviews during the pandemic: Encouraging repeat customers to “speak up” through management response

Author:

Wang Na,Teo Thompson S.H.,Liu Shan,Lim Vivien K.G.

Funder

National Natural Science Foundation of China

Publisher

Elsevier BV

Reference56 articles.

1. Covid-19 and unpaid leave: impacts of psychological contract breach on organizational distrust and turnover intention: mediating role of emotional exhaustion;Abdalla;Tour. Manag. Perspect.,2021

2. Amazon Seller Central. (2019). Product Rating shows 19% 1 star but no text review at all. Available at: 〈https://sellercentral.amazon.com/seller-forums/discussions/t/a340089797ddcb0540bc2fe4bde6a1fd〉.

3. The Perception of Clean: Consumer Trust in Hotels Amidst COVID-19;Bagnera;Int. J. Gaming, Hosp. Tour.,2022

4. How do developmental and accommodative HRM enhance employee engagement and commitment? The role of psychological contract and SOC strategies;Bal;J. Manag. Stud.,2013

5. Cultivating loyal customers through online customer communities: a psychological contract perspective;Bi;J. Bus. Res.,2019

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