Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern

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Joint effects of management responses and online reviews on hotel financial performance: A data-analytics approach (2017, background): “In contrast, Sparks et al. (2016) experimentally demonstrate that a timely response to a negative online review significantly improves consumer inferences of trustworthiness and concern for customers.”
Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews (2019, background): “The emotions of frustration and anger are revealed when they complain (Sparks et al., 2016).”
“Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers’ Perceptions of Complaint Handling in Social Media (2020, background): “, 2016); for example in online retailing (Holloway & Beatty, 2003; Lin, Wang, & Chang, 2011), hospitality (Sparks et al., 2016), and social media contexts (Hogreve et al.”
The signaling effect of management response in engaging customers: A study of the hotel industry (2017, background): “…a significant step beyond the existing studies that treat response as a one-time communication and consequently mainly focus on the qualitative attributes (e.g., the source, content, audience, and channel of response) of a particular response (e.g., Sparks et al., 2016; van Laer & de Ruyter, 2010).”