期刊
JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT
卷 18, 期 7, 页码 718-729出版社
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/19368620903170240
关键词
Online comments; negative; hotel; e-WOM
Using content analysis, this study examined online comments of six luxury resort properties located in a popular travel destination in the southwestern United States. By categorizing and analyzing the online comments, the study not only revealed customers' online complaint behaviors, but also identified reasons customers post comments online. Suggestions for practitioners are provided for responding to online customer comments.
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