dc.contributor.author | Dincer, Mithat Zeki | |
dc.contributor.author | Alrawadieh, Zaid | |
dc.date.accessioned | 2021-03-03T09:24:42Z | |
dc.date.available | 2021-03-03T09:24:42Z | |
dc.date.issued | 2017 | |
dc.identifier.citation | Dincer M. Z. , Alrawadieh Z., "Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan", JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT, cilt.26, sa.8, ss.785-804, 2017 | |
dc.identifier.issn | 1936-8623 | |
dc.identifier.other | av_1cda12b7-32d6-44bb-b484-cfd9808cf3ea | |
dc.identifier.other | vv_1032021 | |
dc.identifier.uri | http://hdl.handle.net/20.500.12627/24623 | |
dc.identifier.uri | https://doi.org/10.1080/19368623.2017.1320258 | |
dc.description.abstract | The main objective of this study is to identify the nature of e-complaints directed at luxury hotels in Jordan. For this purpose, a content analysis was conducted based on 424 negative reviews posted for these hotels on the User-Generated Content (UGC) travel website TripAdvisor. The study found that the most frequent e-complaints were about service quality, the efficiency of hotel facilities, and cleanliness and hygiene. The study showed that e-complaints were mostly posted by British, American, and Emirati guests. The hotels' responses to e-complaints were also examined. The findings suggested that less than one-half of the e-complaints (approximately 43%) received an online response from the hotel management and that more than one-half of these responses (56%) were posted within a week of the e-complaint's posting date. Recommendations to effective e-complaint management in the hotel industry were given in light of the article's findings. | |
dc.language.iso | eng | |
dc.subject | Çalışma Ekonomisi ve Endüstri ilişkileri | |
dc.subject | Yönetim ve Çalışma Psikolojisi | |
dc.subject | İşletme | |
dc.subject | YÖNETİM | |
dc.subject | Sosyoloji | |
dc.subject | Sosyal ve Beşeri Bilimler | |
dc.subject | Sosyal Bilimler Genel | |
dc.subject | HASTANE, LEISURE, SPOR VE TURİZM | |
dc.subject | Sosyal Bilimler (SOC) | |
dc.subject | Ekonomi ve İş | |
dc.subject | İŞ | |
dc.title | Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan | |
dc.type | Makale | |
dc.relation.journal | JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT | |
dc.contributor.department | , , | |
dc.identifier.volume | 26 | |
dc.identifier.issue | 8 | |
dc.identifier.startpage | 785 | |
dc.identifier.endpage | 804 | |
dc.contributor.firstauthorID | 104442 | |