Lee, HyeRyeon; Blum, Shane C. - In: Worldwide Hospitality and Tourism Themes 7 (2015) 3, pp. 242-250
Purpose – The purpose of this paper is to investigate how hotels respond to online reviews on a third-party Web site (such as TripAdvisor) based on the hotel’s star rating. Design/methodology/approach – Content analysis was used to compare responses to online hotel reviews at five...