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Leisure Tourism

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Abstract

Increasingly, consumers are posting online reviews about hotels, restaurants, and other tourism and hospitality providers. While some managers are responding to these reviews, little is known about how to respond and how to do so effectively. Drawing on the service recovery, justice, and electronic ...

Author(s)
Sparks, B. A.; Bradley, G. L.
Publisher
Sage Publications Ltd, London, UK
Citation
Journal of Hospitality & Tourism Research, 2017, 41, 6, pp 719-745
Abstract

Our research examines the perceptions and evaluations of prospective customers toward an online negative review and any accompanying hotel response. The study explores two main issues: whether the presence (versus absence) of an organizational response to negative customer reviews affects the...

Author(s)
Sparks, B. A.; So KamFung [So, K. F. K. ]; Bradley, G. L.
Publisher
Elsevier Ltd, Oxford, UK
Citation
Tourism Management, 2016, 53, pp 74-85
Abstract

A growing reliance on the Internet as an information source when making choices about tourism products raises the need for more research into electronic word of mouth. Within a hotel context, this study explores the role of four key factors that influence perceptions of trust and consumer choice....

Author(s)
Sparks, B. A.; Browning, V.
Publisher
Elsevier Ltd, Amsterdam, Netherlands
Citation
Tourism Management, 2011, 32, 6, pp 1310-1323