Publications

Hotel Responses to Guests’ Online Reviews: An Exploratory Study on Communication Styles  (2016)

Authors:
Bonfanti Angelo; Vigolo Vania; Negri Francesca
Title:
Hotel Responses to Guests’ Online Reviews: An Exploratory Study on Communication Styles
Year:
2016
Type of item:
Contributo in volume (Capitolo o Saggio)
Tipologia ANVUR:
Contributo in volume (Capitolo o Saggio)
Language:
Inglese
Format:
A Stampa
Book Title:
Information and Communication Technologies in Tourism 2016
Publisher:
Springer
ISBN:
978-3-319-28230-5
Page numbers:
397-409
Keyword:
Hotels, Online reviews, Review management strategies, Customers compliments and complaints, Hotel service quality, Written communication styles
Short description of contents:
This study explores the communication approaches used by hotel managers in responding to their guests’ online reviews. Data were collected from one of the largest hotel booking websites (Booking.com). Specifically, 447 responses provided by hotel managers belonging to an international chain (Best Western) were analysed within the ethos/logos/pathos framework. The findings highlight that hotel managers tend to adopt either a company-focused or a customer-focused style in their responses. Suggestions for practitioners are provided for effectively responding to online guest reviews.
Note:
The research track of ENTER2016 received a total of 132 submissions, 103 of which were full research papers covering a diverse variety of fields within the area of ICT and tourism. Each research paper submission went through a rigorous double-blind review process with members of ENTER2016 Scientific Committee assigned as reviewers. Where issues remained, additional reviews were commissioned. As a result, 56 full research papers were accepted for presentation at the conference and are included in this proceedings.
Product ID:
90662
Handle IRIS:
11562/935624
Last Modified:
May 12, 2017
Bibliographic citation:
Bonfanti Angelo; Vigolo Vania; Negri Francesca, Hotel Responses to Guests’ Online Reviews: An Exploratory Study on Communication Styles Information and Communication Technologies in Tourism 2016Springer2016pp. 397-409

Consulta la scheda completa presente nel repository istituzionale della Ricerca di Ateneo IRIS

Related projects
Title Department Managers
Responding to guests’ online reviews Department Economia Aziendale Vania Vigolo
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