東華大學圖書館 |

Language: English

Help

回圖書館首頁

手機版館藏查詢

Back

Switch To: Labeled | MARC Mode | ISBD

Managing negative word-of-mouth on s...

Nee, Ines.

Linked to FindBook

Google Book

Amazon

博客來

Managing negative word-of-mouth on social media platforms = the effect of hotel management responses on observers' purchase intention /

Record Type:	Electronic resources : Monograph/item
Title/Author:	Managing negative word-of-mouth on social media platforms/ by Ines Nee.
Reminder of title:	the effect of hotel management responses on observers' purchase intention /
Author:	Nee, Ines.
Published:	Wiesbaden :Springer Fachmedien Wiesbaden : : 2016.,
Description:	xviii, 235 p. :ill., digital ;24 cm.
[NT 15003449]:	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.
Contained By:	Springer eBooks
Subject:	Hotel management. -
Online resource:	http://dx.doi.org/10.1007/978-3-658-13998-8
ISBN:	9783658139988

Managing negative word-of-mouth on social media platforms = the effect of hotel management responses on observers' purchase intention /
Nee, Ines.

Managing negative word-of-mouth on social media platformsthe effect of hotel management responses on observers' purchase intention /[electronic resource] :by Ines Nee. - Wiesbaden :Springer Fachmedien Wiesbaden :2016. - xviii, 235 p. :ill., digital ;24 cm. - Innovatives markenmanagement;Band 58. - Innovatives markenmanagement ;Band 47..

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.

Ines 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.

ISBN: 9783658139988

Standard No.: 10.1007/978-3-658-13998-8doiSubjects--Topical Terms:

659480
Hotel management.

LC Class. No.: HF5827.95 / .N44 2016

Dewey Class. No.: 658.8

Managing negative word-of-mouth on social media platforms = the effect of hotel management responses on observers' purchase intention /
LDR:03050nmm a2200337 a 4500 001 2041115
003 DE-He213
005 20161207111554.0
006 m d
007 cr nn 008maaau
008 170118s2016 gw s 0 eng d
020 $a 9783658139988 $q (electronic bk.)
020 $a 9783658139971 $q (paper)
024 7 $a 10.1007/978-3-658-13998-8 $2 doi
035 $a 978-3-658-13998-8
040 $a GP $c GP
041 0 $a eng
050 4 $a HF5827.95 $b .N44 2016
072 7 $a KJS $2 bicssc
072 7 $a KJSM $2 bicssc
072 7 $a BUS043000 $2 bisacsh
082 0 4 $a 658.8 $2 23
090 $a HF5827.95 $b .N372 2016
100 1 $a Nee, Ines. $3 2199643
245 1 0 $a Managing negative word-of-mouth on social media platforms $h [electronic resource] : $b the effect of hotel management responses on observers' purchase intention / $c by Ines Nee.
260 $a Wiesbaden : $b Springer Fachmedien Wiesbaden : $b Imprint: Springer Gabler, $c 2016.
300 $a xviii, 235 p. : $b ill., digital ; $c 24 cm.
490 1 $a Innovatives markenmanagement; $v Band 58
505 0 $a 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.
520 $a Ines 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.
650 0 $a Hotel management. $3 659480
650 0 $a Social media $x Marketing. $3 961996
650 0 $a Word-of-mouth advertising. $3 779984
650 1 4 $a Business and Management. $2 eflch $3 1485455
650 2 4 $a Marketing. $3 536353
650 2 4 $a Tourism Management. $3 2068134
710 2 $a SpringerLink (Online service) $3 836513
773 0 $t Springer eBooks
830 0 $a Innovatives markenmanagement ; $v Band 47. $3 2055625
856 4 0 $u http://dx.doi.org/10.1007/978-3-658-13998-8
950 $a Business and Management (Springer-41169)