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Sharing dissatisfaction online : analyzing the nature and predictors of hotel guests negative reviews

Teresa Fernandes and Filipa Fernandes
Year of publication:
February-March 2018
Authors: Fernandes, Teresa ; Fernandes, Filipa
Published in:
Journal of hospitality marketing & management. - Philadelphia, Pa. : Taylor & Francis, ISSN 1936-8623, ZDB-ID 2493700-9. - Vol. 27.2018, 2, p. 127-150
Subject: Hotels | online complaints | online reviews | social media | tourism | TripAdvisor | Social Web | Social web | Hotellerie | Hotel industry | Virales Marketing | Viral marketing | Online-Marketing | Internet marketing | Online-Handel | Online retailing | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Tourismus | Tourism | Electronic Commerce | E-commerce | Internet
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