Factors Affecting Customer Satisfaction in Responses to Negative Online Hotel Reviews

An analysis of three types of responses to negative hotel reviews finds that the response generally should follow the same principles as answering a customer complaint in person. Based on a series of hypothetical responses to a negative review, this study finds that inserting an empathy statement in response to the negative review improved the ratings of the response among a sample of university students. Likewise, this group of 176 potential...