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Abstract

This research tests and supports the proposition that when consumers read online customer reviews that include elements of a good story, they will deem those reviews to be more helpful when they decide whether to patronize hotels. Furthermore, results indicate that consumers perceive online reviews ...

Author(s)
Black, H. G.; Kelley, S. W.
Publisher
Taylor & Francis, Philadelphia, USA
Citation
Journal of Travel & Tourism Marketing, 2009, 26, 2, pp 169-179
Abstract

The issue discuses customer recovery in the hospitality and tourism industry. This issue consists of seven papers. The first paper examines the role of failure mode (SST versus face-to-face encounter), recovery effort, and gender on customers' service recovery perceptions. The second paper...

Author(s)
Weber, K.
Publisher
Taylor & Francis, Philadelphia, USA
Citation
Journal of Travel & Tourism Marketing, 2009, 26, 2, pp 120-199