1. ZHAW digitalcollection
  2. School of Management and Law
  3. Publikationen
  4. Publikationen School of Management and Law
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dc.contributor.authorFurchheim, Pia-
dc.contributor.authorMüller, Steffen-
dc.contributor.authorSponagel, Claudio-
dc.contributor.authorCollenberg, Anja-
dc.date.accessioned2019-12-11T10:28:23Z-
dc.date.available2019-12-11T10:28:23Z-
dc.date.issued2019-
dc.identifier.isbn978-3-9821146-0-6de_CH
dc.identifier.urihttps://digitalcollection.zhaw.ch/handle/11475/18881-
dc.description.abstractOnline reviews have proliferated in recent years. For hotels and restaurants, TripAdvisor has become the most important platform, and many consumers read online reviews before making a purchasing decision. Therefore, many hotels and restaurants have started to reply to online reviews. However, prior research reports mixed results on the effectiveness of a reply, and little is known about how to design a reply. We fill this gap and conduct an online experiment with four response scenarios (no reply, defensive reply, friendly reply, professional reply). We show that the effect of the reply on booking intention is mediated by trust, and that the friendly reply is the best option – especially when the perceived service failure severity is high. We give relevant recommendations to managers of hotels and restaurants based on these results and suggest areas for further research – e.g., testing the effect of multiple responses to multiple online reviews.de_CH
dc.language.isoende_CH
dc.publisherEMACde_CH
dc.rightsLicence according to publishing contractde_CH
dc.subjectOnline reviewde_CH
dc.subjectService recoveryde_CH
dc.subjectManagement responsede_CH
dc.subject.ddc658.8: Marketingmanagementde_CH
dc.title“Dear Monica, thank you for your review” : the impact of hotel responses to online reviewsde_CH
dc.typeKonferenz: Sonstigesde_CH
dcterms.typeTextde_CH
zhaw.departementSchool of Management and Lawde_CH
zhaw.organisationalunitInstitut für Marketing Management (IMM)de_CH
zhaw.conference.detailsEMAC 48th Annual Conference, Hamburg, Germany, 28-31 May 2019de_CH
zhaw.funding.euNode_CH
zhaw.originated.zhawYesde_CH
zhaw.publication.statuspublishedVersionde_CH
zhaw.publication.reviewPeer review (Abstract)de_CH
zhaw.title.proceedingsProceedings of the EMAC 48th Annual Conferencede_CH
zhaw.author.additionalNode_CH
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Furchheim, P., Müller, S., Sponagel, C., & Collenberg, A. (2019). “Dear Monica, thank you for your review” : the impact of hotel responses to online reviews. Proceedings of the EMAC 48th Annual Conference.
Furchheim, P. et al. (2019) ‘“Dear Monica, thank you for your review” : the impact of hotel responses to online reviews’, in Proceedings of the EMAC 48th Annual Conference. EMAC.
P. Furchheim, S. Müller, C. Sponagel, and A. Collenberg, ““Dear Monica, thank you for your review” : the impact of hotel responses to online reviews,” in Proceedings of the EMAC 48th Annual Conference, 2019.
FURCHHEIM, Pia, Steffen MÜLLER, Claudio SPONAGEL und Anja COLLENBERG, 2019. “Dear Monica, thank you for your review” : the impact of hotel responses to online reviews. In: Proceedings of the EMAC 48th Annual Conference. Conference presentation. EMAC. 2019. ISBN 978-3-9821146-0-6
Furchheim, Pia, Steffen Müller, Claudio Sponagel, and Anja Collenberg. 2019. ““Dear Monica, Thank You for Your Review” : The Impact of Hotel Responses to Online Reviews.” Conference presentation. In Proceedings of the EMAC 48th Annual Conference. EMAC.
Furchheim, Pia, et al. ““Dear Monica, Thank You for Your Review” : The Impact of Hotel Responses to Online Reviews.” Proceedings of the EMAC 48th Annual Conference, EMAC, 2019.


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