Browsing by Author "Han, Saram"

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Do managerial communications improve customer satisfaction and eWOM? The moderating effect of response authenticity

Han, Saram; Anderson, Christopher K.; Chung, Kyunghwa (2023-08)

As customer reviews are becoming increasingly valued in the hotel industry, hotel managers are actively responding to customer reviews, and many researchers are investigating the effects of managerial responses. Previous ...
Do managerial communications improve customer satisfaction and eWOM? The moderating effect of response authenticity

Han, Saram; Anderson, Christopher K.; Chung, Kyunghwa (2023-12)

As customer reviews are becoming increasingly valued in the hotel industry, hotel managers are actively responding to customer reviews, and many researchers are investigating the effects of managerial responses. Previous ...