The stress of anonymous online reviews: a conceptual model and research agenda
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article publication date: 13 July 2015
Abstract
Purpose
The paper aims to examine the impact of customer-generated negative online reviews on hospitality employees and businesses. It introduces the concept of negative online review stress, or NOR_Stress (occupational stress due to being targeted by negative online reviews), and present strategies for researching and managing the impact of negative online reviews.
Design/methodology/approach
This conceptual paper sets forth a framework, based on the stress, services and hospitality literature, within which negative online reviews, NOR_Stress, and their impact on individuals and businesses can be understood. Aspects of the framework are illustrated by application of online archival material.
Findings
The paper demonstrates how negative online reviews can have adverse and diverse effects on restaurant industry employees and businesses.
Research limitations/implications
The paper sets out a research agenda relating to negative online reviews and NOR_Stress causes, consequences and countermeasures. Multiple research questions are posed, to be investigated through a combination of qualitative, survey and experimental methods.
Practical implications
Four types of countermeasures are presented: preventative, protective, positive and palliative.
Social implications
Negative online reviews can exact a hefty toll, potentially resulting not only in reduced customer patronage and company profitability but also in human and social consequences in the form of adverse stress reactions, loss of face and damaged personal and professional relationships.
Originality/value
Negative online reviews have proliferated over the past decade and will continue to grow. This paper is the first to critically examine the human and business impacts of this growing threat to the hospitality industry.
Keywords
Acknowledgements
Authors are listed alphabetically. This research was supported by the Tourism, Sport and Services Research Centre, Griffith University, and Hong Kong Polytechnic University SHTM Research Grant – 1-ZVB5.
Citation
Bradley, G.L., Sparks, B.A. and Weber, K. (2015), "The stress of anonymous online reviews: a conceptual model and research agenda", International Journal of Contemporary Hospitality Management, Vol. 27 No. 5, pp. 739-755. https://doi.org/10.1108/IJCHM-01-2014-0005
Publisher
:Emerald Group Publishing Limited
Copyright © 2015, Emerald Group Publishing Limited