Managers increasingly address client feedback online, a practice known as webcare. Based
on a systematic literature review on webcare, we provide a framework that aims to identify …

Service failures and recoveries have important implications for hospitality and tourism
businesses, not only due to general service characteristics of inseparability, heterogeneity …

This study examines the effects of trustworthiness, expertize, perceived usefulness (PU), and
perceived ease of use (PEOU) on usage intention toward user-generated content (UGC) …

Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

Negative user-generated content provides cues that warn other consumers to avoid using a
particular product or service. This study explores whether brand feedback can counteract …

Social media has transformed the way tourism-related information is generated and
distributed. While previous studies have focused largely on the benefits of social media for …

Natural personal care products are gaining popularity due to their benefits in terms of health
and well-being. However, consumers are wary of these products and are guided by the fake …

Extant research has focused on the detection of fake reviews on online review platforms,
motivated by the well-documented impact of customer reviews on the users' purchase …

In this study, the authors investigate the externalities of managers' responses (MRs) to
online reviews on popular travel websites. Specifically, the authors examine the effect of …

Our research examines the perceptions and evaluations of prospective customers toward an
online negative review and any accompanying hotel response. The study explores two main …