Relative deprivation in solving unfair customer reviews

IF 10.4 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Annals of Tourism Research Pub Date : 2025-02-23 DOI:10.1016/j.annals.2025.103927

Juan Liu , Runzhe Yu , Jing Li , Shijia Wang

引用次数: 0

Abstract

Although unfair negative customer reviews are gaining scholarly attention, research on addressing them to attract third-party customer support is in its infancy. This study assumes a social identity perspective in exploring how firms should respond to such reviews. Three experiments reveal several noteworthy findings: 1) perceived relative deprivation of third-party customers, arising from firms' responses to customer-generated unfair negative reviews, fosters support for firms; 2) group identification and empathy serially mediate this effect; and 3) emoji styles (aggressive vs. affiliative) represent a boundary condition of the impacts of perceived relative deprivation. These results enrich theories related to unfair customer reviews and emojis. This study also informs strategies to help tourism and hospitality firms manage unfair customer reviews.

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相对剥夺在解决不公平的客户评论

尽管不公平的负面客户评论正在引起学术界的关注，但解决这些问题以吸引第三方客户支持的研究还处于起步阶段。本研究从社会认同的角度来探讨企业应该如何回应这样的评论。三个实验揭示了几个值得注意的发现：1)第三方客户的感知相对剥夺，源于企业对客户产生的不公平负面评价的回应，促进了对企业的支持；2)群体认同和共情依次介导这一效应；3)表情符号风格（攻击性与亲和性）代表了感知到的相对剥夺影响的边界条件。这些结果丰富了与不公平的客户评论和表情符号相关的理论。这项研究还为帮助旅游和酒店公司管理不公平的客户评论提供了策略。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Annals of Tourism Research Multiple-

CiteScore

19.10

自引率

9.10%

发文量

135

审稿时长

42 days

期刊介绍： The Annals of Tourism Research is a scholarly journal that focuses on academic perspectives related to tourism. The journal defines tourism as a global economic activity that involves travel behavior, management and marketing activities of service industries catering to consumer demand, the effects of tourism on communities, and policy and governance at local, national, and international levels. While the journal aims to strike a balance between theory and application, its primary focus is on developing theoretical constructs that bridge the gap between business and the social and behavioral sciences. The disciplinary areas covered in the journal include, but are not limited to, service industries management, marketing science, consumer marketing, decision-making and behavior, business ethics, economics and forecasting, environment, geography and development, education and knowledge development, political science and administration, consumer-focused psychology, and anthropology and sociology.