E-complaint tracking and online problem-solving strategies in hospitality management Plumbing the depths of reviews and responses on TripAdvisor

ŞAHİN İ., GÜLMEZ M., KİTAPCI O.

JOURNAL OF HOSPITALITY AND TOURISM TECHNOLOGY, vol.8, no.3, pp.372-394, 2017 (SSCI) identifier identifier

  • Publication Type: Article / Review
  • Volume: 8 Issue: 3
  • Publication Date: 2017
  • Doi Number: 10.1108/jhtt-02-2017-0009
  • Journal Name: JOURNAL OF HOSPITALITY AND TOURISM TECHNOLOGY
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus
  • Page Numbers: pp.372-394
  • 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
  • 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.