Is there any value in the online reviews of remedial satisfied customers? An empirical study in the hospitality industry

Yanzhuang Bai, Tingwu Li and Chundong Zheng

Journal of Retailing and Consumer Services, 2022, vol. 64, issue C

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 (search for similar items in EconPapers)
Date: 2022
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:64:y:2022:i:c:s0969698921003702

DOI: 10.1016/j.jretconser.2021.102804

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