Reacting to negative online customer reviews Effects of accommodative management responses on potential customers

• Published in: Journal of service theory and practice Vol. 29; no. 4; pp. 401 - 414
• Main Authors: Piehler, Rico, Schade, Michael, Hanisch, Ines, Burmann, Christoph
• Format: Journal Article
• Language: English
• Published: Bingley Emerald Group Publishing Limited 02.12.2019
• Subjects: Compensation; Consumer behavior; Consumers; Customer services; Failure; Hospitality industry; Hotels & motels; Information sources; Quality of service; Theory

Purpose The purpose of this paper is to investigate the effects of explanation and compensation, as specific accommodative management responses to negative online customer reviews, on potential customers. Design/methodology/approach The scenario-based online experiment with 306 participants investig...