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

IF 1.2 Q3 COMMUNICATION

Communication Reports Pub Date : 2022-12-28 DOI:10.1080/08934215.2022.2154815

Bobbie Rathjens, Brandon Van Der Heide, Duy Pham, Kelsey Earle, Ezgi Ulusoy, Adam J. Mason, Yidi Zhang, Andrew Bredland

引用次数: 2

Abstract

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.

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网络负面评价与管理者反应：期望不确定性理论在CMC环境中的应用

公司如何回应投诉或负面在线评论，以及经理回应类型的有效性，是最近研究人员关注的一个领域。本研究采用实验设计来调查餐厅经理对预期违反导致的负面在线评论的反应类型的影响。结果表明，拥有较高评级的餐厅被赋予了更多的信任。随后，评级较高的餐厅比评级较低的餐厅更有能力提高顾客满意度，尤其是当餐厅发布个性化的经理回复时。

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

Communication Reports COMMUNICATION-

CiteScore

3.70

自引率

0.00%

发文量

期刊介绍： Communication Reports (CR), published biannually since 1988, is one of two scholarly journals of the Western States Communication Association (WSCA). The journal publishes original manuscripts that are short, data/text-based, and related to the broadly defined field of human communication. The mission of the journal is to showcase exemplary scholarship without censorship based on topics, methods, or analytical tools. Articles that are purely speculative or theoretical, and not data analytic, are not appropriate for this journal. Authors are expected to devote a substantial portion of the manuscript to analyzing and reporting research data.