A "Triple A" typology of responding to negative consumer-generated online reviews
Beverley A. Sparks, Graham L. Bradley
| Year of publication: |
August 2017
|
|---|---|
| Authors: | Sparks, Beverley ; Bradley, Graham L. |
| Published in: |
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education. - Thousand Oaks, Calif. : Sage, ISSN 1096-3480, ZDB-ID 2415089-7. - Vol. 41.2017, 6, p. 719-745
|
| Subject: | service recovery | online reviews | reputation management | typology | management responses | TripAdvisor | Virales Marketing | Viral marketing | Online-Marketing | Internet marketing | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Social Web | Social web | Firmenimage | Corporate reputation | Kundenzufriedenheit | Customer satisfaction | Online-Handel | Online retailing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1096348014538052 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011736938