Today's rapidly changing digital environments require service businesses to have a greater
understanding of digital media as new forms of digital communication shift how companies …

The importance of online review valence is a subject of debate among scholars. Prior
studies mostly assumed valence as a “peripheral” cue derived from online review surface …

While the impacts of negative online employee reviews were established, few have studied
organizational responses. A text mining of 18,962 Glassdoor reviews and 4386 …

For hotels, strengthening their relationships with customers to build loyalty and encourage
them to become repeat patrons enhances their financial performance. Online managerial …

Negative reviews are related to one of the most important challenges to hotels that must
figure out. Despite the negative reviews affect serverely to hotel revenue, it lacks in …

Pandemics tend to significantly disrupt the global business landscape, but they primarily
impact the hospitality industry. Meanwhile, in such a scenario, online purchasing …

Brand Service Recovery Strategies (BSRS) have garnered significant attention due to their
transformative potential in traditional business practices. However, the precise influence of …

Over the past few years, there has been a significant amount of research conducted on
social media communications, including attitude formation and expression (Yu et al., 2021; …

This introductory article synthesizes the findings of the five subsequent articles and identifies
a promising direction for research on how culture may impact electronic word of mouth …

Electronic word-of-mouth (eWOM) is a prominent source of information that significantly
influences consumer purchase decisions. Recent literature has extensively explored the …