... that the three hotels under examination follow e-reviews regularly and respond to users who share these reviews. Hospitality Hotel Compensation Complaint management Public relations e-Response Online review Solution strategy Rapid and modern developments in the field of communication...

... media. Design/methodology/approach This study conducted a 2 × 2 × 2 between-subjects experimental design to examine effects of hotels’ sincere apology, compensation and existing relationship with customers on customers’ subsequent psychological behavior. An online self-administered survey was used...