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Managing negative online accommodation reviews: evidence from the Cook Islands

Mate, Mani Jeremiah and Trupp, Alexander and Pratt, Stephen (2019) Managing negative online accommodation reviews: evidence from the Cook Islands. Journal of Travel and Tourism Marketing, 36 (5). pp. 627-644. ISSN 1054-8408

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Increasingly, travellers are using online review platforms to post reviews about hotels. The responses to negative reviews need to be managed in a way to recover service failures. The main aim of this study was to examine the strategies used by hotel managers in responding to negative reviews on TripAdvisor. An integrated framework for analysing response strategies is developed. Content analysis of TripAdvisor reviews and interviews with hotel managers show a range of response strategies are used. We uncover two additional dimensions: values and culture. Hotels are aware of the advantages that can be gained from using appropriate responses.

Item Type: Journal Article
Subjects: G Geography. Anthropology. Recreation > G Geography (General)
G Geography. Anthropology. Recreation > GV Recreation Leisure
Divisions: Faculty of Business and Economics (FBE) > School of Tourism and Hospitality Management
Depositing User: Alexander Trupp
Date Deposited: 02 Jun 2019 22:15
Last Modified: 24 Sep 2020 03:34

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