Linguistic Strategies in Hotel Management for Effective Response on Negative Comments

1Sasmita Mohanty, Bibhuti B Pradhan

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Abstract:

Nowadays, posting the online reviews regarding an individual’s experience about the hospitality providers like restaurants, tourism and Hotels have become a trend in the present century. The review list can possibly contain negative comments as well as positive comments. The most challenging aspect for the Hotel Managers is to provide an effective response on the negative comments so that further seeking customers should not be influenced by the negative comments. The influence of electronic Wordof mouth (eWOM) in the managerial response and many certain experimental models to deliver effective response to the negative comments has been mentioned in the research paper

Keywords:

Hotel, management, Trip Advisor, negative reviews, comment, managerial response, eWOM.

Paper Details
Month12
Year2019
Volume23
IssueIssue 6
Pages339-344

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