What Makes Potential Tourists Trust the Managerial Response of the Hotel? - The Three-Way Interaction of Ability, Benevolence, and Integrity

Yerin Yhee (), Hyemin Kim (), Jungkeun Kim () and Chulmo Koo ()
Additional contact information
Yerin Yhee: Kyung Hee University
Hyemin Kim: Kyung Hee University
Jungkeun Kim: Auckland University of Technology
Chulmo Koo: Kyung Hee University

A chapter in Information and Communication Technologies in Tourism 2023, 2023, pp 343-348 from Springer

Abstract: Abstract Potential customers are likely to rely on online reviews as e-WOM. While review from negative consumer has an impact on customers’ decision-making, the response of hotel to negative review is also perceived as a signal of restoring trust. Although three dimensions of trust (ability, benevolence, and integrity) have significant effects on the overall trust of consumers, it is still an open issue how the three variables interact. To fill this gap, current study investigates a three-way interaction effect of the dimension of trusting belief in managerial responses by experimental analyses. The results suggest that the hotel’s ability to handle the issue is the most important consideration for hotel management. Attitude toward hotels is high even if only one of benevolence and integrity is high under conditions of high ability. In contrast, attitude is only high when both other dimensions are high simultaneously. This study has implications for understanding the distinct effect of each dimension of trusting belief in online review systems and providing insights into effective managerial response strategies from the perspective of trust.

Keywords: Negative online reviews; Managerial response; Trusting belief; Ability; Benevolence; Integrity (search for similar items in EconPapers)
Date: 2023
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

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:spr:prbchp:978-3-031-25752-0_38

Ordering information: This item can be ordered from
http://www.springer.com/9783031257520

DOI: 10.1007/978-3-031-25752-0_38

Access Statistics for this chapter

More chapters in Springer Proceedings in Business and Economics from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().