Brand feedback on negative reviews: What is the impact on booking intentions?

Detalhes bibliográficos
Autor(a) principal: Salgado, Sandra Cristina Lopes
Data de Publicação: 2021
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/130214
Resumo: Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing Intelligence
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spelling Brand feedback on negative reviews: What is the impact on booking intentions?Hotel Booking IntentionsElectronic Word of MouthBrand FeedbackNegative reviewsBrand FeedbackHotel Booking IntentionsDissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing IntelligencePotential consumers cannot have an opinion about a service in hospitality industry without enjoying the experience, this makes online reviews even more relevant in this sector. So, it is therefore essential that companies keep monitoring what consumers are saying online and answer them properly without damaging their brand image and future sales. Thus, the objective of this research aims to understand the impact of brand feedback on negative reviews. Particularly, we want to explore the relationship between different sorts of brand feedback and the impact it can have on potential customers in hospitality industry. A conceptual model was developed based on the concepts of negative word-of-mouth (nWOM), service failure, brand feedback, attribution theory, and buying intentions. The conceptual model intends to measure the relationship between brand feedback (and different response strategies) and booking intentions. A quantitative research method was applied to test the model, with a sample of primarily Portuguese travelers who search online reviews before making their reservation in an hotel. The findings of this research are beneficial for hotel management for recovering from a service failure by answering dissatisfied customers properly on review websites.Rita, Paulo Miguel Rasquinho FerreiraGuerreiro, JoãoRUNSalgado, Sandra Cristina Lopes2021-12-172024-12-17T00:00:00Z2021-12-17T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/130214TID:202838480enginfo:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T05:08:56Zoai:run.unl.pt:10362/130214Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:46:42.897610Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Brand feedback on negative reviews: What is the impact on booking intentions?
title Brand feedback on negative reviews: What is the impact on booking intentions?
spellingShingle Brand feedback on negative reviews: What is the impact on booking intentions?
Salgado, Sandra Cristina Lopes
Hotel Booking Intentions
Electronic Word of Mouth
Brand Feedback
Negative reviews
Brand Feedback
Hotel Booking Intentions
title_short Brand feedback on negative reviews: What is the impact on booking intentions?
title_full Brand feedback on negative reviews: What is the impact on booking intentions?
title_fullStr Brand feedback on negative reviews: What is the impact on booking intentions?
title_full_unstemmed Brand feedback on negative reviews: What is the impact on booking intentions?
title_sort Brand feedback on negative reviews: What is the impact on booking intentions?
author Salgado, Sandra Cristina Lopes
author_facet Salgado, Sandra Cristina Lopes
author_role author
dc.contributor.none.fl_str_mv Rita, Paulo Miguel Rasquinho Ferreira
Guerreiro, João
RUN
dc.contributor.author.fl_str_mv Salgado, Sandra Cristina Lopes
dc.subject.por.fl_str_mv Hotel Booking Intentions
Electronic Word of Mouth
Brand Feedback
Negative reviews
Brand Feedback
Hotel Booking Intentions
topic Hotel Booking Intentions
Electronic Word of Mouth
Brand Feedback
Negative reviews
Brand Feedback
Hotel Booking Intentions
description Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing Intelligence
publishDate 2021
dc.date.none.fl_str_mv 2021-12-17
2021-12-17T00:00:00Z
2024-12-17T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/130214
TID:202838480
url http://hdl.handle.net/10362/130214
identifier_str_mv TID:202838480
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/embargoedAccess
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dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
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repository.mail.fl_str_mv
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