Copy For Citation
ŞAHİN İ., GÜLMEZ M., KİTAPCI O.
JOURNAL OF HOSPITALITY AND TOURISM TECHNOLOGY, vol.8, no.3, pp.372-394, 2017 (SSCI)
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Publication Type:
Article / Review
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Volume:
8
Issue:
3
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Publication Date:
2017
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Doi Number:
10.1108/jhtt-02-2017-0009
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Journal Name:
JOURNAL OF HOSPITALITY AND TOURISM TECHNOLOGY
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Journal Indexes:
Social Sciences Citation Index (SSCI), Scopus
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Page Numbers:
pp.372-394
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Keywords:
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
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Akdeniz University Affiliated:
Yes
Abstract
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.