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Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern

  • Published:2016-04 Issue: Volume:53 Page:74-85
  • ISSN:0261-5177
  • Container-title:Tourism Management
  • language:en
  • Short-container-title:Tourism Management

Author:

Sparks Beverley A.,So Kevin Kam Fung,Bradley Graham L.

Funder

University of Nevada, Las Vegas

Caesars Foundation

Publisher

Elsevier BV

Subject

Strategy and Management,Tourism, Leisure and Hospitality Management,Transportation,Development

Reference75 articles.

1. Nielsen: global consumers' trust in ‘earned’ advertising grows in importance;AC Nielsen,2012

2. Structural equation modeling in practice: a review and recommended two-step approach;Anderson;Psychological Bulletin,1988

3. Excuse making: a prevalent company response to complaints?;Baer;Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,1994

4. EQS 6 structural equations program manual;Bentler,2005

5. Customer reactions to staff empowerment: mediators and moderators;Bradley;Journal of Applied Social Psychology,2000
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