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Journal of Hospitality Marketing & Management Volume 32, 2023 - Issue 1
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Research Article

Responding to negative reviews? The interplay of management response strategy and service failure type

Saba Salehi-EsfahaniRosen College of Hospitality Management, University of Central Florida, Orlando, Florida, USACorrespondence[email protected]
,
Edwin TorresRosen College of Hospitality Management, University of Central Florida, Orlando, Florida, USA
&
Nan HuaRosen College of Hospitality Management, University of Central Florida, Orlando, Florida, USA
Pages 29-49 | Published online: 14 Sep 2022

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Read on this site (2)

Meike Rombach, Ani Kartikasari, David L. Dean, Dwi Suhartanto & Brendan T. Chen. (2023) Determinants of customer loyalty to online food service delivery: evidence from Indonesia, Taiwan, and New Zealand. Journal of Hospitality Marketing & Management 32:6, pages 818-842.
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Keyoor Purani & Krishnan Jeesha. (2023) Webcare salience and consumer engagement: The moderating effects of webcare valence, conversational human voice and response time. Journal of Hospitality Marketing & Management 32:3, pages 363-384.
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Articles from other publishers (1)

Zhisheng Wang, Xiang Lin & Huiying Li. (2023) Impact of reputation on hospitality profitability: impact of service failure online exposure on revenue performance – evidence from the hotel industry in China. Tourism Review.
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