Cultural Differences in a Restaurant’s Communication with Unsatisfied Customers – The Case of Tripadvisor

Cultural Differences in a Restaurant’s Communication with Unsatisfied Customers – The Case of Tripadvisor

Research background: Platforms such as TripAdvisor have the potential to influence consumers’ decision-making processes, so negative user-generated reviews could have a harmful impact on a company’s reputation and sales. However, the proper mangers’ approach to customer complaints expressed on socia...

Full description

Bibliographic Details
Main Author: Żbikowska Agnieszka
Format: Article
Language:English
Published: Sciendo 2020-12-01
Series:Folia Oeconomica Stetinensia
Subjects:
culture
marketing communication
customer dissatisfaction
social media
tripadvisor
m31
l83
Online Access:https://doi.org/10.2478/foli-2020-0061
id doaj-8c5e0a3b38c849399bf3e7278418cbd3
record_format Article
spelling doaj-8c5e0a3b38c849399bf3e7278418cbd32021-09-05T21:01:01ZengSciendoFolia Oeconomica Stetinensia1898-01982020-12-0120248549310.2478/foli-2020-0061Cultural Differences in a Restaurant’s Communication with Unsatisfied Customers – The Case of TripadvisorŻbikowska Agnieszka0Cracow University of Economics, College of Management and Quality Sciences, Department of Marketing, Rakowicka 27, 31-510Kraków, PolandResearch background: Platforms such as TripAdvisor have the potential to influence consumers’ decision-making processes, so negative user-generated reviews could have a harmful impact on a company’s reputation and sales. However, the proper mangers’ approach to customer complaints expressed on social media can have a positive impact on the companies’ performance.https://doi.org/10.2478/foli-2020-0061culturemarketing communicationcustomer dissatisfactionsocial mediatripadvisorm31l83
collection DOAJ
language English
format Article
sources DOAJ
author Żbikowska Agnieszka
spellingShingle Żbikowska Agnieszka
Cultural Differences in a Restaurant’s Communication with Unsatisfied Customers – The Case of Tripadvisor
Folia Oeconomica Stetinensia
culture
marketing communication
customer dissatisfaction
social media
tripadvisor
m31
l83
author_facet Żbikowska Agnieszka
author_sort Żbikowska Agnieszka
title Cultural Differences in a Restaurant’s Communication with Unsatisfied Customers – The Case of Tripadvisor
title_short Cultural Differences in a Restaurant’s Communication with Unsatisfied Customers – The Case of Tripadvisor
title_full Cultural Differences in a Restaurant’s Communication with Unsatisfied Customers – The Case of Tripadvisor
title_fullStr Cultural Differences in a Restaurant’s Communication with Unsatisfied Customers – The Case of Tripadvisor
title_full_unstemmed Cultural Differences in a Restaurant’s Communication with Unsatisfied Customers – The Case of Tripadvisor
title_sort cultural differences in a restaurant’s communication with unsatisfied customers – the case of tripadvisor
publisher Sciendo
series Folia Oeconomica Stetinensia
issn 1898-0198
publishDate 2020-12-01
description Research background: Platforms such as TripAdvisor have the potential to influence consumers’ decision-making processes, so negative user-generated reviews could have a harmful impact on a company’s reputation and sales. However, the proper mangers’ approach to customer complaints expressed on social media can have a positive impact on the companies’ performance.
topic culture
marketing communication
customer dissatisfaction
social media
tripadvisor
m31
l83
url https://doi.org/10.2478/foli-2020-0061
work_keys_str_mv AT zbikowskaagnieszka culturaldifferencesinarestaurantscommunicationwithunsatisfiedcustomersthecaseoftripadvisor
_version_ 1717781731003596800

Similar Items