E-complaint tracking and online problem-solving strategies in hospitality management Plumbing the depths of reviews and responses on TripAdvisor
JOURNAL OF HOSPITALITY AND TOURISM TECHNOLOGY, cilt.8, sa.3, ss.372-394, 2017 (SSCI, Scopus)
- Yayın Türü: Makale / Derleme
- Cilt numarası: 8 Sayı: 3
- Basım Tarihi: 2017
- Doi Numarası: 10.1108/jhtt-02-2017-0009
- Dergi Adı: JOURNAL OF HOSPITALITY AND TOURISM TECHNOLOGY
- Derginin Tarandığı İndeksler: Social Sciences Citation Index (SSCI), Scopus
- Sayfa Sayıları: ss.372-394
- Anahtar Kelimeler: Hospitality, Hotel, Compensation, Complaint management, Public relations, e-Response, Online review, Solution strategy, WORD-OF-MOUTH, HOTEL REVIEWS, TOURISM MANAGEMENT, BEHAVIOR, COMMUNICATION, INTENTION, CONSUMERS, INTERNET, RATINGS, IMPACT
- Sivas Cumhuriyet Üniversitesi Adresli: Hayır
Özet
Purpose - This research aims to scrutinize the negative reviews regarding the 5-star chain hotels and the e-responses on TripAdvisor, to categorize the complaints declared in the review texts, to provide better understanding of the online problem-solving methods of hotels and their corporate approach to e-complaints and to reveal the post-vacation electronic word-of-mouth (e-WOM) behaviours of the complaining tourists.