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

Angelo Bonfanti; Vania Vigolo; Francesca Negri

doi:10.1007/978-3-319-28231-2_29

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

Angelo Bonfanti
, Vania Vigolo
, Francesca Negri

Research output: Chapter in Book/Report/Conference proceeding › Chapter

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 language	English
Title of host publication	Information and Communication Technologies in Tourism 2016
Publisher	Springer International Publishing
Pages	397-409
Number of pages	13
ISBN (Print)	978-3-319-28230-5
DOIs	https://doi.org/10.1007/978-3-319-28231-2_29
Publication status	Published - 2016

Keywords

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

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10.1007/978-3-319-28231-2_29

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abstract = "This study explores the communication approaches used by hotel managers in responding to their guests{\textquoteright} 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.",

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author = "Angelo Bonfanti and Vania Vigolo and Francesca Negri",

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doi = "10.1007/978-3-319-28231-2\_29",

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AU - Vigolo, Vania

AU - Negri, Francesca

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N2 - 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.

AB - 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.

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

UR - https://publicatt.unicatt.it/handle/10807/171802

U2 - 10.1007/978-3-319-28231-2_29

DO - 10.1007/978-3-319-28231-2_29

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SN - 978-3-319-28230-5

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EP - 409

BT - Information and Communication Technologies in Tourism 2016

PB - Springer International Publishing

ER -

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

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Keywords

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