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Keywords: Managerial response
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2020) 34 (7): 967–981.
Published: 21 May 2020
... that encompasses both restaurant and hotel reviews. The first study compares the impact of direct and indirect NVIB. The second, third and fourth studies measure this impact moderated by aggregate ratings, the volume of positive reviews and managerial responses. Findings Drawing on recent literature...
