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Abstract

Hotels today actively respond to online reviews given their tremendous influence on travelers' decisions. Yet, the questions of how to respond to online reviews continue to baffle hotel managers. By focusing on prospective travelers, we propose the effective management response signals hotels' care ...

Author(s)
Li ChunYu; Cui Geng; Peng Ling
Publisher
Elsevier Ltd, Oxford, UK
Citation
Tourism Management, 2017, 62, pp 42-53
Abstract

The hotel industry continues to develop strategies for addressing consumer-generated online reviews, and particularly responding to poor reviews, which can have a damaging effect on a hotel's reputation. To gain a greater understanding of the dynamics of poor reviews, this study analyzed 1,946...

Author(s)
Levy, S. E.; Duan, W. J.; Boo, S. Y.
Publisher
Sage Publications, Thousand Oaks, USA
Citation
Cornell Hospitality Quarterly, 2013, 54, 1, pp 49-63