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Title: Managing negative electronic word of mouth (eWOM) from the perspective of luxury hotel managers
Authors: Chen, YF
Law, R 
Yan, KK
Keywords: Electronic word of mouth
Online product reviews
Corporate response approaches
Hotel industry
Issue Date: 2016
Publisher: Texas A&M University, Dept. of Recreation, Park and Tourism Sciences
Source: e-Review of tourism research, 2016, v. 7, Research Notes, p. 1-5 How to cite?
Journal: e-Review of tourism research 
Abstract: In the 21st century, social networking is becoming a global phenomenon. The existing literature addresses the powerful influence of electronic word of mouth (eWOM). However, few of these prior studies attempt to investigate how service providers harness these unsolicited customer comments. To narrow down the knowledge gap and understand the latest development of the topic, the present qualitative research explores how hotels handle and respond to customer criticisms posted on various eWOM channels. Based on different considerations, results reveal that hotels adopt three approaches: (1) publicly responding to both positive and negative eWOM, (2) privately contacting complainers, and (3) taking no response.
Description: ENTER 2016 Conference on Information and Communication Technologies in Tourism Research Notes
ISSN: 1941-5842 (online)
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