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

Francesca Negri; Angelo Bonfanti; Vania Vigolo

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

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

Francesca Negri, Angelo Bonfanti, Vania Vigolo

Risultato della ricerca: Contributo in libro › 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.

Lingua originale	English
Titolo della pubblicazione ospite	Information and Communication Technologies in Tourism 2016
Editor	A, Schegg, R Inversini
Pagine	397-409
Numero di pagine	13
DOI	https://doi.org/10.1007/978-3-319-28231-2_29
Stato di pubblicazione	Pubblicato - 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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AU - Negri, Francesca

AU - Bonfanti, Angelo

AU - Vigolo, Vania

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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

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BT - Information and Communication Technologies in Tourism 2016

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ER -

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

Abstract

Keywords

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