Negative Online Reviews and Manager Response: Applying Expectancy Disconfirmation Theory in a CMC Context

AbstractHow firms respond to complaints or negative online reviews and the effectiveness of manager response types is an area that has recently become a focal point for researchers. The present study utilized an experimental design to investigate the effect of restaurant manager response types to negative online reviews resulting from expectation violations. Results indicated that restaurants that possess higher ratings are assigned more trust. Subsequently, higher-rated restaurants have more power to increase customer satisfaction than those with lower ratings, especially when the restaurant publishes personalized manager responses.Keywords: Computer-mediated communicationexpectancy disconfirmation theorymanager responsenegative online reviews Disclosure StatementNo potential conflict of interest was reported by the author(s).