Prevention of negative online customer reviews: A dynamic and compensation perspective

被引：7
作者：
Bi, Datian [1 ]
Kong, Jingyuan [1 ]
Gao, Yang [2 ]
机构：
[1] Jilin Univ, Sch Business & Management, Changchun 130012, Peoples R China
[2] Hainan Univ, Sch Management, Haikou 570228, Hainan, Peoples R China
来源：
JOURNAL OF HOSPITALITY AND TOURISM MANAGEMENT | 2024年 / 58卷
关键词：
Negative online reviews; Dynamic effects; Compensation; Service failure; Opinion mining; SERVICE RECOVERY; HOTEL REVIEWS; HOSPITALITY; TOURISM; IMPACT; SATISFACTION; FAILURES; CHINESE; MOTIVATIONS; PERFORMANCE;
D O I：
10.1016/j.jhtm.2024.01.006
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Drawing on the dynamic and compensation perspective, this paper offers two novel stages from previous research regarding how to prevent negative online customer reviews generated from service failure. Reviews were collected from China's major online hotel platform, Ctrip, using crawler tools. The authors discuss the spatiotemporal topics of reviews with service failure and focus on their evolution and then propose beneficial compensation strategies subsequent to service failure. The findings reveal a dynamic stage that precedes service failure, as well as a compensation stage that occurs immediately after service failure. Suggestions for theoretical and practical insight into the prevention of negative reviews are also offered.
引用
收藏
页码：269 / 285
页数：17
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