Factors Affecting Customer Satisfaction in Responses to Negative Online Hotel Reviews

By Hyounae Kelly Min, Y. Lim, V. Magnini. 2015

164 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/1b96842f63a3ea1ad4f352fb7987cb6f7e712090

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Geng Cui
2. Kevin Kam Fung So
3. Wei Wang
4. Karen L. Xie

In Sociology and Political Science

1. Geng Cui
2. Kevin Kam Fung So
3. Wei Wang
4. Karen L. Xie

Citations in the corpus

• The signaling effect of management response in engaging customers: A study of the hotel industry (2017, background): “Most studies have relied on laboratory experiments to examine the effect of a one-time management response (Lee & Cranage, 2014; Min et al., 2015; Sparks et al., 2016; van Laer & de Ruyter, 2010; van Noort & Willemsen, 2012; Wei et al., 2013).”
• Joint effects of management responses and online reviews on hotel financial performance: A data-analytics approach (2017, background): “Min et al. (2015) find that the speed with which the hotel responds to an online complaint does not influence the participants’ rating of the response.”