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![Cover for Ines Nee · Managing Negative Word-of-Mouth on Social Media Platforms: The Effect of Hotel Management Responses on Observers' Purchase Intention - Innovatives Markenmanagement (Pocketbok) [1st ed. 2016 edition] (2016)](https://imusic.b-cdn.net/images/item/original/971/9783658139971.jpg?ines-nee-2016-managing-negative-word-of-mouth-on-social-media-platforms-the-effect-of-hotel-management-responses-on-observers-purchase-intention-innovatives-markenmanagement-pocketbok&class=scaled&v=1479214992)