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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 ...

Sparks, B. A.; Bradley, G. L.
Sage Publications Ltd, London, UK
Journal of Hospitality & Tourism Research, 2017, 41, 6, pp 719-745