Managing Rapport on TripAdvisor: Correlation of Negative Reviews and Response Voices on Online Business Platforms

Abstract

This study explores the impact of negative reviews and responses on rapport management, synthesizing current research on this topic. Employing formulated research questions and statistical methods like chi-square tests, this study systematically analyzed collected data both quantitatively and qualitatively. Results indicate significant differences in response voices—accommodative, formalistic, and defensive—among various interpersonal relationship management styles when addressing negative reviews. These findings emphasize the complexity of managing interpersonal relationships amidst criticism, offering theoretical insights and practical guidance for improving customer rapport management in industries like hospitality. By examining how different management voices respond to negative reviews, this study contributes a fresh perspective to enhancing customer relationship practices in service sectors.