001358220 000__ 04075cam\a2200625Mi\4500
001358220 001__ 1358220
001358220 003__ OCoLC
001358220 005__ 20230306152656.0
001358220 006__ m\\\\\o\\d\\\\\\\\
001358220 007__ cr\nn\nnnunnun
001358220 008__ 160607s2016\\\\gw\a\\\\ob\\\\000\0\eng\d
001358220 019__ $$a1026437967$$a1066660247
001358220 020__ $$a3658139986
001358220 020__ $$a9783658139988
001358220 020__ $$a9783658139971
001358220 020__ $$a3658139978$$q(Trade Paper)
001358220 0243_ $$a9783658139971
001358220 0247_ $$a10.1007/978-3-658-13998-8$$2doi
001358220 035__ $$aSP(OCoLC)1058542812$$z(OCoLC)1026437967$$z(OCoLC)1066660247
001358220 040__ $$aAU@$$beng$$erda$$epn$$cAU@$$dOCLCO$$dOCLCQ$$dOCLCF$$dOCLCO$$dAU@$$dREB$$dWYU$$dOCLCQ
001358220 049__ $$aISEA
001358220 050_4 $$aHF5410-5417.5
001358220 08204 $$a658.8$$223
001358220 1001_ $$aNee, Ines,$$eauthor.
001358220 24510 $$aManaging Negative Word-of-Mouth on Social Media Platforms :$$bthe Effect of Hotel Management Responses on Observers' Purchase Intention /$$cby Ines Nee.
001358220 264_1 $$aWiesbaden$$bSpringer Fachmedien Wiesbaden$$bImprint :$$bSpringer Gabler,$$c2016.
001358220 300__ $$a1 online resource (XVIII, 235 pages 28 illustrations)
001358220 336__ $$atext$$btxt$$2rdacontent
001358220 337__ $$acomputer$$bc$$2rdamedia
001358220 338__ $$aonline resource$$bcr$$2rdacarrier
001358220 347__ $$atext file
001358220 347__ $$bPDF
001358220 4901_ $$aInnovatives Markenmanagement
001358220 504__ $$aIncludes bibliographical references.
001358220 5050_ $$aRelevance of Responding to Negative Online Customer Reviews -- The Hotel Industry and its Development since the Emergence of Web 2.0 -- Differentiation of Classical Service Recovery Management and Service Recovery Management in the Context of Social Media.-Development of a Conceptual Basis Explaining Observers' Behavioral Reactions towards Complaint Handling on Social Media Platforms -- Empirical Analysis and Validation of Management Response Content.
001358220 506__ $$aAccess limited to authorized users.
001358220 520__ $$aInes Nee makes important key contributions to service recovery research by analyzing the effect of management response content towards negative online customer reviews on the observer's purchase intention. This study is the first to provide a conceptual basis of observers' behavioral reactions towards organizational complaint handling in the context of social media and to empirically test the effect of the two most resource-intensive response options of compensation and explanation. With the help of a profound experimental design, the author detects strategies on how hotel companies should respond towards negative online customer reviews in order to increase the observer's purchase intention and the hotel company's return on complaint management. Contents Relevance of Responding to Negative Online Customer Reviews The Hotel Industry and its Development since the Emergence of Web 2.0 Differentiation of Classical Service Recovery Management and Service Recovery Management in the Context of Social Media Development of a Conceptual Basis Explaining Observers' Behavioral Reactions towards Complaint Handling on Social Media Platforms Empirical Analysis and Validation of Management Response Content Target Groups Researchers and students in the fields of marketing, communication and digital marketing Practitioners in these areas The Author Dr. Ines Nee received her PhD at Prof. Dr. Christoph Burmann's Chair of innovative Brand Management at the University of Bremen.
001358220 588__ $$aDescription based on print version record.
001358220 650_0 $$aBusiness.
001358220 650_0 $$aMarketing.
001358220 650_0 $$aTourism.
001358220 650_0 $$aManagement.
001358220 650_0 $$aWord-of-mouth advertising.
001358220 650_0 $$aHotel management.
001358220 650_0 $$aSocial media$$xMarketing.
001358220 655_0 $$aElectronic books
001358220 7102_ $$aÉcole nationale supérieure des beaux-arts (France)
001358220 77608 $$iPrint version: $$z3658139978
001358220 830_0 $$aInnovatives Markenmanagement.
001358220 852__ $$bebk
001358220 85640 $$3Springer Nature$$uhttps://univsouthin.idm.oclc.org/login?url=https://link.springer.com/10.1007/978-3-658-13998-8$$zOnline Access$$91397441.1
001358220 909CO $$ooai:library.usi.edu:1358220$$pGLOBAL_SET
001358220 980__ $$aBIB
001358220 980__ $$aEBOOK
001358220 982__ $$aEbook
001358220 983__ $$aOnline
001358220 994__ $$a92$$bISE