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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.

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

BONFANTI, Angelo;VIGOLO, Vania;
2016-01-01

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.
2016
no
Inglese
STAMPA
Esperti anonimi
Information and Communication Technologies in Tourism 2016
Inversini Alessandro, Schegg Roland (Eds)
Springer
Switzerland
Proceedings of the International Conference in Bilbao, Spain, February 2-5, 2016
978-3-319-28230-5
397
409
13
https://dx.doi.org/10.1007/978-3-319-28231-2
Hotels, Online reviews, Review management strategies, Customers compliments and complaints, Hotel service quality, Written communication styles
The research track of ENTER2016 received a total of 132 submissions, 103 of which were full research papers covering a diverse variety of fields within the area of ICT and tourism. Each research paper submission went through a rigorous double-blind review process with members of ENTER2016 Scientific Committee assigned as reviewers. Where issues remained, additional reviews were commissioned. As a result, 56 full research papers were accepted for presentation at the conference and are included in this proceedings.
info:eu-repo/semantics/bookPart
268
3
02 Contributo in volume::02.01 Contributo in volume (Capitolo o Saggio)
none
Bonfanti, Angelo; Vigolo, Vania; Negri, Francesca
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11562/935624
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