2018 4th International Conference on Innovative Development of E-Commerce and Logistics (ICIDEL 2018) 2018
DOI: 10.23977/icidel.2018.019
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The Influence of Online Non-monetary Service Recovery on Firm Performance: Based on Online Reviews

Abstract: Online reviews is a significant form of online service where firms show their corporate image and service quality, in the case of online information asymmetry. This research investigates the effectiveness of online non-monetary service recovery effort on firm performance improvement using data retrieved from a major online travel agency in China. Using the independently developed network data crawler system based on HttpClient crawler assembly to capture the hotel information and customer reviews information a… Show more

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