Belarmino, Amanda Mapel; Koh, Yoon - In: International Journal of Contemporary Hospitality Management 30 (2018) 8, pp. 2730-2751
Purpose: Based on equity theory, this paper investigates if guests write on different review websites because of different internal motivations. Furthermore, it examines the moderating effect of service’ exceeds, neutral, negative, and service recovery–on the relationship between...