A Study On Firms' Intervention In An Online Consumer Review Site
09 November 2017
This study is about online consumer reviews (e.g. the ones on TripAdvisor, Booking.com, etc) and how a response from the hotel influences the service quality model. The researcher will collect data from three groups of actors which interact in this communication process (the reviewers, the potential tourists and the hotel management) and combine the answers to give a better understanding about how the review and its response affect the service quality model.
Keywords
Ethical approval
The study has been approved by the ethical committee of the Nottingham University Business School.
