Comment And Comment Response Strategies - An Analysis Of Gay Hotel Guests’ Comments And Managers’ Responses
Purpose – This study explores the strategies that hotel customers and managers/representatives use to complain/compliment and respond to complaints/compliments. Design – The study employed both the customer- and manager-+ generated contents posted on an online travel community as its data. Methodo...
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| Format: | Article |
| Language: | English |
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Faculty of tourism and hospitality management
2018-05-01
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| Series: | Tourism and Hospitality Management |
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| Online Access: | https://thm.fthm.hr/images/issues/vol24no1/10_NghiemPhu.pdf |