Atıf İçin Kopyala
ŞAHİN İ., GÜLMEZ M., KİTAPCI O.
JOURNAL OF HOSPITALITY AND TOURISM TECHNOLOGY, cilt.8, sa.3, ss.372-394, 2017 (SSCI)
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Yayın Türü:
Makale / Derleme
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Cilt numarası:
8
Sayı:
3
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Basım Tarihi:
2017
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Doi Numarası:
10.1108/jhtt-02-2017-0009
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Dergi Adı:
JOURNAL OF HOSPITALITY AND TOURISM TECHNOLOGY
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Derginin Tarandığı İndeksler:
Social Sciences Citation Index (SSCI), Scopus
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Sayfa Sayıları:
ss.372-394
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Anahtar Kelimeler:
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 Üniversitesi Adresli:
Evet
Özet
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.