How do negative online hotel reviews and hotel remediation influence consumers’ willingness to purchase.

Xie Shijia (2020) How do negative online hotel reviews and hotel remediation influence consumers’ willingness to purchase. Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar.

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Absztrakt (kivonat)

The development of the Internet has made it increasingly effortless to order products online, and more and more travelers are choosing to book hotels online. Third-party user reviews generated by the Internet have become an important sector of assessing a hotel's online reputation and image. Due to the virtual nature of the network, consumers will tend to elect businesses with high ratings and good reputations in order to avoid the purchase risks associated with online consumption. However, the service attributes of hotel products cause negative hotel reviews to be tough to avoid, which, combined with the targeting and lethality of online communication, make it necessary for hotel executives to use online service remediation to eliminate the adverse impact of negative reviews on marketing and turn the risk into safety. At present, most of the academic research on service remediation still focuses on offline, especially on online service remediation and its effects on the consumers' willingness to purchase are less researched. In this paper, chosen hotels are the objects, in the hope that through the research on online negative reviews and service remediation, especially on the online responses of hotels that can be seen by the public, the research on online service remediation can be supplemented and can be useful to the actual management of hotels.

Intézmény

Budapesti Gazdasági Egyetem

Kar

Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar

Tanszék

Vendéglátás Tanszék

Tudományterület/tudományág

NEM RÉSZLETEZETT

Szak

Turizmus-vendéglátás

Konzulens(ek)

Mű típusa:	diplomadolgozat (NEM RÉSZLETEZETT)
Kulcsszavak:	customer behavior, Customer's attitude, hospitality, Online reviews, Service remediation
SWORD Depositor:	Archive User
Felhasználói azonosító szám (ID):	Archive User
Rekord készítés dátuma:	2021. Feb. 08. 13:04
Utolsó módosítás:	2021. Feb. 08. 13:04

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