Trust in managerial response offsets negative review

Negative reviews are related to one of the most important challenges to hotels that must figure out. Despite the negative reviews affect serverely to hotel revenue, it lacks in examining the managerial response of how treats those negative review fairly well and restore the trust of the negative rev...

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Bibliographic Details
Published in:Annals of tourism research 2023-09, Vol.102, p.103641, Article 103641
Main Authors: Yhee, Yerin, Kim, Hyemin, Kim, Jungkeun, Koo, Chulmo
Format: Article
Language:English
Subjects:
Ability
Benevolence
Experiments
Integrity
Managerial response
Negative online reviews
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Summary:Negative reviews are related to one of the most important challenges to hotels that must figure out. Despite the negative reviews affect serverely to hotel revenue, it lacks in examining the managerial response of how treats those negative review fairly well and restore the trust of the negative reviewers as well as potential visitors. This research examines the distinguished roles between ability and other factors, focusing on the integrated perspectives of signaling theory and trusting belief. We found the ability is the most powerful signal to rebuild the trust of potential tourists with the impression that the hotel successfully solves the problem through experimental studies. •Exploration of how hotel managers alleviate the impact of negative online reviews.•Identification of distinguishing between forming the trusting belief•Clarification of what factor is more effective in creating a favorable attitude.•The ability has a possibility of higher-order effects to increase trusting belief.•Hints at how various trusting belief factors work in conjunction with each other.
ISSN:0160-7383
1873-7722
DOI:10.1016/j.annals.2023.103641