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

Francesca Negri, Angelo Bonfanti, Vania Vigolo

Research output: Chapter in Book/Report/Conference proceedingChapter

Abstract

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.
Original languageEnglish
Title of host publicationInformation and Communication Technologies in Tourism 2016
EditorsA, Schegg, R Inversini
Pages397-409
Number of pages13
DOIs
Publication statusPublished - 2016

Keywords

  • Hotels Online reviews Review management strategies Customers compliments and complaints Hotel service quality Written communication styles

Fingerprint

Dive into the research topics of 'Hotel Responses to Guests’ Online Reviews: An Exploratory Study on Communication Styles'. Together they form a unique fingerprint.

Cite this