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
Set email alert for when this publication receives citations?
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.