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Denial in managerial responses: Forms, targets and discourse environment
16 references·0 citing·47 second hop
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References

  • 1987Politeness : Some Universals in Language Usage11,919 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 2005The Language of Evaluation: Appraisal in English2,892 cited
  • 1992Discourse and the Denial of Racism1,221 cited
  • 2004Removing the Shadow of Suspicion: The Effects of Apology Versus Denial for Repairing Competence- Versus Integrity-Based Trust Violations.1,066 cited
  • 1985Metalinguistic Negation and Pragmatic Ambiguity924 cited
  • 2003eTourism: Information technology for strategic tourism management795 cited
  • 2009Culturally speaking: culture, communication and politeness theory718 cited
  • 1995Service recovery: Impact on satisfaction and intentions652 cited
  • 2003Application of Fairness Theory to Service Failures and Service Recovery649 cited
  • 2003Organizational Responses to Customer Complaints: What Works and What Doesn’t618 cited
  • 2004eTourism: Information Technology for Strategic Tourism Management583 cited
  • 2007Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.549 cited
  • 2010Managing a Hotel's Image on TripAdvisor526 cited
  • 2015

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Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern
493 cited
  • 2011Investigation of Social Media Marketing: How Does the Hotel Industry in Hong Kong Perform in Marketing on Social Media Websites?480 cited
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