How potential customers perceive companies' reply to negative reviews?

• Published in: The Service industries journal Vol. 44; no. 3-4; pp. 288 - 316
• Main Authors: Tan, Wee-Kheng, Chen, Wei-Hung
• Format: Journal Article
• Language: English
• Published: London Routledge 11.03.2024; Taylor & Francis Ltd
• Subjects: 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

Companies are increasingly using humorous replies as a service recovery method to respond and apologize to complainants. However, there is a lack of clarity regarding the effectiveness and appropriateness of humorous replies. Drawing on information processing theory, this study assesses how consumer...