Responding to Online Reviews: Problem Solving and Engagement in Hotels

Material TypeArticleLanguageEnglish
TitleResponding to Online Reviews: Problem Solving and Engagement in Hotels Author(S)Sun-Young Park (Author)
Abstract  Using online reviews in the co-creation of the service experience remains an attractive but elusive goal, based on case studies of how four high-end hotels in the western United States respond to customers’ reviews posted on TripAdvisor.... ...Paginationp 64-73
SubjectHome economicsDescriptorsHospitality industry Hotels
Journal TitleCornell Hospitality Quarterly  
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