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Online Complaining Behavior in Mainland China Hotels: The Perception of Chinese and Non-Chinese Customers
16 references·12 citing·44 second hop
Online Complaining Behavior in Mainland China Hotels: The Perception of Chinese and Non-Chinese Customers (2014)Online Complaining Behavior in Mainland C…The impact of online reviews on hotel booking intentions and perception of trust (2011)The impact of online reviews …Contextualizing Performances of Family Firms (2011)Contextualizing Performances …Tried and tested: The impact of online hotel reviews on consumer consideration (2008)Tried and tested: The impact …The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels (2008)The effects of perceived just…Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research (2008)Progress in information techn…Travel Blogs and the Implications for Destination Marketing (2007)Travel Blogs and the Implicat…Electronic word-of-mouth in hospitality and tourism management (2007)Electronic word-of-mouth in h…Qualitative research: Methods in the social sciences (2006)Qualitative research: Methods…Antecedents to Customer Expectations for Service Recovery (1994)Antecedents to Customer Expec…Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues (1988)Consumer Complaint Intentions…Qualitative Analysis for Social Scientists (1987)Qualitative Analysis for Soci…Content Analysis: An Introduction to its Methodology. (1984)Content Analysis: An Introduc…Culture's Consequences: International Differences in Work-Related Values. (1983)Culture's Consequences: Inter…CULTURES CONSEQUENCES: INTERNATIONAL DIFFERENCES IN WORK RELATED VALUES (1980)CULTURES CONSEQUENCES: INTERN…Content Analysis in Consumer Research (1977)Content Analysis in Consumer …Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)Exit, Voice and Loyalty: Resp…Value co-destruction and negative e-WOM behavior: the mediating role of tourist citizenship (2022)Value co-destruction and nega…The effect of hotel livestreaming on viewers’ purchase intention: Exploring the role of parasocial interaction and emotional engagement (2022)The effect of hotel livestrea…A cross-cultural comparison of peer-to-peer accommodation experience: A mixed text mining approach (2022)A cross-cultural comparison o…Heritage hotels and customer experience: a text mining analysis of online reviews (2021)Heritage hotels and customer …Why are Chinese and North American guests satisfied or dissatisfied with hotels? An application of big data analysis (2020)Why are Chinese and North Ame…Understanding homophily of service failure within the hotel guest cycle: Applying NLP-aspect-based sentiment analysis to the hospitality industry (2020)Understanding homophily of se…Shopping centres beyond purchasing of luxury goods: a tourism perspective (2018)Shopping centres beyond purch…A cry and an outcry:Oplakvane(complaining) as a term for communication practice (2018)A cry and an outcry:Oplakvane…Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan (2017)Negative Word of Mouse in the…Effects of managerial response on consumer eWOM and hotel performance (2016)Effects of managerial respons…Big data for big insights: Investigating language-specific drivers of hotel satisfaction with 412,784 user-generated reviews (2016)Big data for big insights: In…A service failure framework of hotels in Taiwan (2016)A service failure framework o…A New Product Growth for Model Consumer Durables (1969)Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations (1996)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? 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(1990)Culture and conformity: A meta-analysis of studies using Asch's (1952b, 1956) line judgment task. (1996)Understanding cultures and implicit leadership theories across the globe: an introduction to project GLOBE (2002)Culture and the Self: Implications for Cognition, Emotion, and Motivation (1991)Universals in the Content and Structure of Values: Theoretical Advances and Empirical Tests in 20 Countries (1992)The weirdest people in the world? (2010)
this work references cited by second hop

References

  • 1984Content Analysis: An Introduction to its Methodology.24,312 cited
  • 1983Culture's Consequences: International Differences in Work-Related Values.15,062 cited
  • 2006Qualitative research: Methods in the social sciences12,365 cited
  • 1987Qualitative Analysis for Social Scientists12,237 cited
  • 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
  • 2008Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research3,833 cited
  • 2007Electronic word-of-mouth in hospitality and tourism management3,132 cited
  • 1977Content Analysis in Consumer Research2,310 cited
  • 1980CULTURES CONSEQUENCES: INTERNATIONAL DIFFERENCES IN WORK RELATED VALUES1,983 cited
  • 2011Contextualizing Performances of Family Firms1,934 cited
  • 2011The impact of online reviews on hotel booking intentions and perception of trust1,628 cited
  • 2008Tried and tested: The impact of online hotel reviews on consumer consideration1,312 cited
  • 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited
  • 2007Travel Blogs and the Implications for Destination Marketing798 cited
  • 1994

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

Antecedents to Customer Expectations for Service Recovery
673 cited
  • 2008The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels637 cited
  • Cited by

    • 2016Big data for big insights: Investigating language-specific drivers of hotel satisfaction with 412,784 user-generated reviews267 cited
    • 2016Effects of managerial response on consumer eWOM and hotel performance172 cited
    • 2022The effect of hotel livestreaming on viewers’ purchase intention: Exploring the role of parasocial interaction and emotional engagement146 cited
    • 2017Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan135 cited
    • 2020Understanding homophily of service failure within the hotel guest cycle: Applying NLP-aspect-based sentiment analysis to the hospitality industry79 cited
    • 2021Heritage hotels and customer experience: a text mining analysis of online reviews66 cited
    • 2020Why are Chinese and North American guests satisfied or dissatisfied with hotels? An application of big data analysis56 cited
    • 2016A service failure framework of hotels in Taiwan47 cited
    • 2022Value co-destruction and negative e-WOM behavior: the mediating role of tourist citizenship41 cited
    • 2022A cross-cultural comparison of peer-to-peer accommodation experience: A mixed text mining approach30 cited
    • 2018Shopping centres beyond purchasing of luxury goods: a tourism perspective22 cited
    • 2018A cry and an outcry:Oplakvane(complaining) as a term for communication practice4 cited