服务业管理者对在线负面评论的反应:基于策略和文化的模型

Q1 Business, Management and Accounting

Journal of Global Marketing Pub Date : 2021-02-23 DOI:10.1080/08911762.2021.1888393

Irina Y. Yu, L. Wan, X. Yi

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引用次数: 5

摘要

摘要鉴于在线负面评价（NORs）对服务业的广泛和重大影响，本研究探讨了一个及时而重要的话题——服务企业如何制定有效的管理对策（MR）来应对NORs。我们提出了一种基于策略和文化的MR设计集成模型，该模型特别适用于在线评论平台中的服务公司。基于归因理论和跨文化文献，我们的研究通过提出一系列命题来丰富电子口碑文献，这些命题说明了在不同文化下，如何通过结合MR来源和MR目标来有效地传递不同类型的MR。

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Managerial Response to Negative Online Reviews in the Service Industry: A Tactic-Based and Culture-Based Model

Abstract Given the widespread and significant impacts of negative online reviews (NORs) on service industries, this research addresses a timely and important topic—how service firms develop effective managerial response (MR) to respond NORs. We propose an integrated tactic-based and culture-based model of MR design that is especially applicable to service firms in the online review platforms. Based on attribution theory and cross-cultural literature, our research enriches the electronic word of mouth literature by proposing a series of propositions that illustrate how different types of MR can be effectively delivered by incorporating both MR source and MR target under different cultures.

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来源期刊

Journal of Global Marketing Business, Management and Accounting-Business and International Management

CiteScore

6.80

自引率

0.00%

发文量

期刊介绍： Stay current on cross-cultural marketing at both micro and macro levels! The Journal of Global Marketing is the top-notch journal packed with the latest global marketing planning and programming strategies, current information, and contemporary research findings on marketing challenges and opportunities that firms, industries, and public sector agencies encounter worldwide. The expert contributors to the journal include leading marketing and international business scholars, practitioners, and policymakers who provide up-to-date practical information vital for management and administrative professionals.