{"title":"Relative deprivation in solving unfair customer reviews","authors":"Juan Liu , Runzhe Yu , Jing Li , Shijia Wang","doi":"10.1016/j.annals.2025.103927","DOIUrl":null,"url":null,"abstract":"<div><div>Although unfair negative customer reviews are gaining scholarly attention, research on addressing them to attract third-party customer support is in its infancy. This study assumes a social identity perspective in exploring how firms should respond to such reviews. Three experiments reveal several noteworthy findings: 1) perceived relative deprivation of third-party customers, arising from firms' responses to customer-generated unfair negative reviews, fosters support for firms; 2) group identification and empathy serially mediate this effect; and 3) emoji styles (aggressive vs. affiliative) represent a boundary condition of the impacts of perceived relative deprivation. These results enrich theories related to unfair customer reviews and emojis. This study also informs strategies to help tourism and hospitality firms manage unfair customer reviews.</div></div>","PeriodicalId":48452,"journal":{"name":"Annals of Tourism Research","volume":"111 ","pages":"Article 103927"},"PeriodicalIF":10.4000,"publicationDate":"2025-02-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Annals of Tourism Research","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0160738325000337","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
引用次数: 0
Abstract
Although unfair negative customer reviews are gaining scholarly attention, research on addressing them to attract third-party customer support is in its infancy. This study assumes a social identity perspective in exploring how firms should respond to such reviews. Three experiments reveal several noteworthy findings: 1) perceived relative deprivation of third-party customers, arising from firms' responses to customer-generated unfair negative reviews, fosters support for firms; 2) group identification and empathy serially mediate this effect; and 3) emoji styles (aggressive vs. affiliative) represent a boundary condition of the impacts of perceived relative deprivation. These results enrich theories related to unfair customer reviews and emojis. This study also informs strategies to help tourism and hospitality firms manage unfair customer reviews.
期刊介绍：
The Annals of Tourism Research is a scholarly journal that focuses on academic perspectives related to tourism. The journal defines tourism as a global economic activity that involves travel behavior, management and marketing activities of service industries catering to consumer demand, the effects of tourism on communities, and policy and governance at local, national, and international levels. While the journal aims to strike a balance between theory and application, its primary focus is on developing theoretical constructs that bridge the gap between business and the social and behavioral sciences. The disciplinary areas covered in the journal include, but are not limited to, service industries management, marketing science, consumer marketing, decision-making and behavior, business ethics, economics and forecasting, environment, geography and development, education and knowledge development, political science and administration, consumer-focused psychology, and anthropology and sociology.
京公网安备 11010802042870号
京ICP备2023020795号-1
分享
求助内容：
应助结果提醒方式：
扫码关注我们
