Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern / Beverley A. Sparks, Kevin Kam Fung So, Graham L. Bradley
Same but different: Chinese-American and mainland Chinese consumers' perceptions of and behavior in a service failure situation / Karin Weber, Cathy Hsu and Beverly Sparks
Consumer responses to service failure: The influence of acculturation / Karin Weber, Cathy H.C. Hsu, Beverley A. Sparks
The impact of online reviews on hotel booking intentions and perception of trust / Beverley A. Sparks, Victoria Browning