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dc.contributor.authorSparks, Beverleyen_US
dc.contributor.authorBrowning, Victoriaen_US
dc.date.accessioned2017-04-24T09:01:46Z
dc.date.available2017-04-24T09:01:46Z
dc.date.issued2010en_US
dc.date.modified2012-09-14T01:03:31Z
dc.identifier.issn19368623en_US
dc.identifier.doi10.1080/19368623.2010.508010en_US
dc.identifier.urihttp://hdl.handle.net/10072/34308
dc.description.abstractTraditionally, consumers who have been dissatisfied with service have typically complained to the frontline personnel or to a manager in either a direct (face-to-face, over the phone) manner, indirect by writing, or done nothing but told friends and family of the incident. More recently, the Internet has provided various "new" ways to air a grievance, especially when little might have been done at the point of service failure. With the opportunity to now spread word-of-mouth globally, consumers have the potential to impact the standing of a brand or a firm's reputation. The hotel industry is particularly vulnerable, as an increasing number of bookings are undertaken via the Internet and the decision process is likely to be influenced by what other previous guests might post on many booking-linked sites. We conducted a qualitative study of a key travel site to ascertain the forms and motives of complaints made online about hotels and resorts. 200 web-based consumer complaints were analyzed using NVivo 8 software. Findings revealed that consumers report a wide range of service failures on the Internet. They tell a highly descriptive, persuasive, and credible story, often motivated by altruism or, at the other end of the continuum, by revenge. These stories have the power to influence potential guests to book or not book accommodation at the affected properties. Implications for managers of hotels and resorts are discussed.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_US
dc.format.extent109581 bytes
dc.format.mimetypeapplication/pdf
dc.languageEnglishen_US
dc.language.isoen_US
dc.publisherRoutledgeen_US
dc.publisher.placeUnited Statesen_US
dc.relation.ispartofstudentpublicationNen_US
dc.relation.ispartofpagefrom797en_US
dc.relation.ispartofpageto818en_US
dc.relation.ispartofissue7en_US
dc.relation.ispartofjournalJournal of Hospitality Marketing & Managementen_US
dc.relation.ispartofvolume19en_US
dc.rights.retentionYen_US
dc.subject.fieldofresearchTourism Marketingen_US
dc.subject.fieldofresearchcode150604en_US
dc.titleComplaining in Cyberspace: The Motives and Forms of Hotel Guests' Complaints Onlineen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.facultyGriffith Business School, Department of Tourism, Sport and Hotel Managementen_US
gro.rights.copyrightCopyright 2010 Routledge. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal website for access to the definitive, published version.en_US
gro.date.issued2010
gro.hasfulltextFull Text


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