How potential customers perceive companies' reply to negative reviews? - Tan, Wee-Kheng; Chen, Wei-Hung (The Service industries journal, 2024)
Keywords: Customer services; diagnosticity; hostel; humorous reply; intention; Negative word-of-mouth; standard reply; 负面口碑、幽默回复、标准回复、诊断性、意愿、旅舍