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Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern

Negative Online ReviewsCustomer SatisfactionConsumer ResearchHospitalityCommunicationCustomer InferencesOnline Customer BehaviorCustomer ReviewManagementConsumer BehaviorTrustMarketingCustomer LoyaltyTrust MetricOnline ReviewsHotel ResponsesInteractive MarketingBusinessPersuasionHospitality Management