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How online service recovery reviews influence behavioral intentions in the hospitality context: Regulatory focus and loss aversion perspectives

  • Published:2021-03 Issue: Volume:46 Page:440-455
  • ISSN:1447-6770
  • Container-title:Journal of Hospitality and Tourism Management
  • language:en
  • Short-container-title:Journal of Hospitality and Tourism Management

Author:

Chang Kuo-Chien,Cheng Yi-SungORCID

Funder

Ministry of Science and Technology, Taiwan

Publisher

Elsevier BV

Subject

Tourism, Leisure and Hospitality Management

Reference87 articles.

1. What makes a successful hotel reputation management strategy: Qualitative research on Tripadvisor hotel reviews;Ajanović,2015

2. Hotel website quality, perceived flow, customer satisfaction and purchase intention;Ali;Journal of Hospitality and Tourism Technology,2016

3. Exploring customer loyalty following service recovery: A replication study in the Ghanaian hotel industry;Ampong,2020

4. Service failures and recovery: Theories and models;Baker,2017

5. Handling online hotel reviews in COVID-19;Barry,2020

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