Trust in managerial response offsets negative review

Yerin Yhee, Hyemin Kim, Jungkeun Kim and Chulmo Koo

Annals of Tourism Research, 2023, vol. 102, issue C

Abstract: Negative reviews are related to one of the most important challenges to hotels that must figure out. Despite the negative reviews affect serverely to hotel revenue, it lacks in examining the managerial response of how treats those negative review fairly well and restore the trust of the negative reviewers as well as potential visitors. This research examines the distinguished roles between ability and other factors, focusing on the integrated perspectives of signaling theory and trusting belief. We found the ability is the most powerful signal to rebuild the trust of potential tourists with the impression that the hotel successfully solves the problem through experimental studies.

Keywords: Managerial response; Negative online reviews; Ability; Benevolence; Integrity; Experiments (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0160738323001147
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:anture:v:102:y:2023:i:c:s0160738323001147

DOI: 10.1016/j.annals.2023.103641

Access Statistics for this article

Annals of Tourism Research is currently edited by John Tribe

More articles in Annals of Tourism Research from Elsevier
Bibliographic data for series maintained by Catherine Liu ().