在 TripAdvisor 上管理关系:在线商业平台上负面评论与回应声音的相关性

Xin Huang, Jiayang Zhang
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引用次数: 0

摘要

本研究探讨了负面评论和回应对融洽关系管理的影响,综合了当前有关这一主题的研究。本研究采用已制定的研究问题和卡方检验等统计方法,对收集到的数据进行了系统的定量和定性分析。研究结果表明,在处理负面评论时,各种人际关系管理风格的回应声音--包容型、形式主义型和防御型--存在明显差异。这些发现强调了在批评声中处理人际关系的复杂性,为酒店业等行业改善客户关系管理提供了理论见解和实践指导。通过研究不同的管理声音如何应对负面评论,本研究为服务行业提升客户关系实践提供了一个全新的视角。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Managing Rapport on TripAdvisor: Correlation of Negative Reviews and Response Voices on Online Business Platforms
This study explores the impact of negative reviews and responses on rapport management, synthesizing current research on this topic. Employing formulated research questions and statistical methods like chi-square tests, this study systematically analyzed collected data both quantitatively and qualitatively. Results indicate significant differences in response voices—accommodative, formalistic, and defensive—among various interpersonal relationship management styles when addressing negative reviews. These findings emphasize the complexity of managing interpersonal relationships amidst criticism, offering theoretical insights and practical guidance for improving customer rapport management in industries like hospitality. By examining how different management voices respond to negative reviews, this study contributes a fresh perspective to enhancing customer relationship practices in service sectors.
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