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Keywords: TripAdvisor
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2018) 29 (3): 468–490.
Published: 20 April 2018
... using an unobtrusive netnography. Data collected comprise of 954 negatively valenced online reviews posted on TripAdvisor to hotels, restaurants, and “things to do” in 12 different destinations worldwide. Findings Drawing on the recent literature relating to customer engagement behavior (CEB...
