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Keywords: e-Response
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Journal Articles
E-complaint tracking and online problem-solving strategies in hospitality management: Plumbing the depths of reviews and responses on TripAdvisor
Available to Purchase
Journal of Hospitality and Tourism Technology (2017) 8 (3): 372–394.
Published: 02 October 2017
...Ilker Sahin; Mustafa Gulmez; Olgun Kitapci 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...
