An Analysis of Customers' E-Complaints for Luxury Resort Properties

被引：56

作者：

Zheng, Tianshu ^{[1
]}

Youn, Hyewon ^{[2
]}

Kincaid, Clark S. ^{[3
]}

机构：

[1] Iowa State Univ, Dept Apparel Educ Studies & Hospitality Managemen, 12 MacKay Hall, Ames, IA 50011 USA

[2] Univ North Texas, Sch Merchandising & Hospitality Management, Denton, TX 76203 USA

[3] Univ Nevada Las Vegas, William F Harrah Coll Hotel Adm, Las Vegas, NV 89154 USA

来源：

JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT | 2009年 / 18卷 / 07期

关键词：

Online comments; negative; hotel; e-WOM;

D O I：

10.1080/19368620903170240

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Using content analysis, this study examined online comments of six luxury resort properties located in a popular travel destination in the southwestern United States. By categorizing and analyzing the online comments, the study not only revealed customers' online complaint behaviors, but also identified reasons customers post comments online. Suggestions for practitioners are provided for responding to online customer comments.

引用

页码：718 / 729

页数：12

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