Browsing by Author "Sadaghashvil, Ani"
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- Impact of service recovery on online negative reviews: the case of hospitality industryPublication . Sadaghashvil, Ani; Correia, RicardoThe aim of this research is to understand better the dynamics of online negative reviews. Particularly we want to explore the relationship between service recovery online and customer satisfaction in the hospitality industry. Based on the concepts of service failure, service recovery, and satisfaction a conceptual model was developed. With the conceptual model was intended to measure the relationship between service recovery online and customer satisfaction. An empirical quantitative research, with a sample of international travellers, who had written online negative review and have respond on it was used to test the model. From the research resulted practical insights that we believe can be very useful for hotel management to apply service recovery correctly when they are responding dissatisfied customers’ online reviews on travel related platforms.
- Online negative reviews in the hospitality industry: moving from problems to opportunitiesPublication . Sadaghashvil, Ani; Correia, RicardoThe aim of this research is to understand better the dynamics of online negative reviews. Particularly, we want to explore the relationship between service recovery online and customersatisfaction in the hospitality industry. Based on the concepts of service failure, service recovery, and satisfaction, a conceptual model was developed. The conceptual model intends to measure the relationship between online service recovery and customer satisfaction. An empirical quantitative research was used to test the model, with a sample of international travellers who had written an online negative review and received responses on it. This research concludes some practical insights that are believed to be very useful for hotel management in applying service recovery correctly when responding to dissatisfied customers’ online reviews on travel related platforms.