A “Triple A” Typology of Responding to Negative Consumer-Generated Online Reviews

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...

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Veröffentlicht in:Journal of hospitality & tourism research (Washington, D.C.) D.C.), 2017-08, Vol.41 (6), p.719-745
Hauptverfasser: Sparks, Beverley A., Bradley, Graham L.
Format: Artikel
Sprache:eng
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