Is there any value in the online reviews of remedial satisfied customers? An empirical study in the hospitality industry |
| |
| Institution: | 1. IQS School of Management, Universitat Ramon Llull, Via Augusta, 390, 08017, Barcelona, Spain;2. Tecnológico de Monterrey, Avenida General Ramón Corona 2514, Nuevo México, 45138, Zapopan, JAL, Mexico;1. School of Industrial Engineering, College of Engineering, University of Tehran, Iran;2. School of Business and Economics, RWTH Aachen University, Aachen, Germany;3. Centre for Research in Sustainable Supply Chain Analytics, Rowe School of Business, Dalhousie University, Halifax, NS, Canada;1. Sauder School of Business, University of British Columbia (UBC), Vancouver, British Columbia, V6T 1Z2, Canada;2. Rowe School of Business, Dalhousie University, Halifax, NS, B3H 4R2, Canada |
| |
| Abstract: | Hospitality service providers lack attention to the positive reviews written by remedial satisfied customers, although they have devoted a lot of energy to service recovery. Drawing on the accessibility-diagnosticity framework, this study investigates the relationship between the online review types of remedial satisfied customers and potential customers' booking intentions. The results indicate that outcome satisfactory review not only improves review impression and positively affects customers' booking intentions, but also reduces perceived risk and enhances customers’ booking intentions. The review valence consistency plays a moderating role in the dual-path effect of online review types on booking intentions. |
| |
| Keywords: | Service recovery Online reviews Perceived risk Booking intentions |
| 本文献已被 ScienceDirect 等数据库收录！ |
|
