Negative Online Reviews and Manager Response: Applying Expectancy Disconfirmation Theory in a CMC Context

被引：3

作者：

Rathjens, Bobbie ^{[1
,2
]}

van der Heide, Brandon ^{[3
]}

Pham, Duy ^{[2
]}

Earle, Kelsey ^{[2
]}

Ulusoy, Ezgi ^{[2
]}

Mason, Adam J. ^{[2
]}

Zhang, Yidi ^{[2
]}

Bredland, Andrew ^{[2
]}

机构：

[1] Michigan State Univ, Dept Commun, 404 Wilson Rd, E Lansing, MI 48824 USA

[2] Michigan State Univ, Dept Commun, E Lansing, MI USA

[3] Michigan State Univ, E Lansing, MI USA

来源：

COMMUNICATION REPORTS | 2023年 / 36卷 / 02期

关键词：

Computer-mediated communication; expectancy disconfirmation theory; manager response; negative online reviews; WORD-OF-MOUTH; EXPECTATIONS; TRUST;

D O I：

10.1080/08934215.2022.2154815

中图分类号：

G2 [信息与知识传播];

学科分类号：

05 ; 0503 ;

摘要：

How firms respond to complaints or negative online reviews and the effectiveness of manager response types is an area that has recently become a focal point for researchers. The present study utilized an experimental design to investigate the effect of restaurant manager response types to negative online reviews resulting from expectation violations. Results indicated that restaurants that possess higher ratings are assigned more trust. Subsequently, higher-rated restaurants have more power to increase customer satisfaction than those with lower ratings, especially when the restaurant publishes personalized manager responses.

引用

页码：110 / 122

页数：13

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