Bradley, Graham L.; Sparks, Beverley A.; Weber, Karin - In: International Journal of Contemporary Hospitality Management 27 (2015) 5, pp. 739-755
Purpose – The paper aims to examine the impact of customer-generated negative online reviews on hospitality employees and businesses. It introduces the concept of negative online review stress, or NOR_Stress (occupational stress due to being targeted by negative online reviews), and present...