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The stress of anonymous online reviews: a conceptual model and research agenda

Graham L. Bradley (School of Applied Psychology, Griffith University, Gold Coast, Australia)
Beverley A. Sparks (School of Tourism, Sport, and Hotel Management, Griffith University, Gold Coast, Australia)
Karin Weber (School of Hotel and Tourism Management, Hong Kong Polytechnic University, Hong Kong, SAR China)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 13 July 2015

3363

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

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Emerald Group Publishing Limited

Copyright © 2015, Emerald Group Publishing Limited

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