Listen to Your Customers! How Hotels Manage Online Travel Reviews. The Case of Hotels in Lugano

Author:

Ascaniis Silvia De,Borrè Alessia,Marchiori Elena,Cantoni Lorenzo

Publisher

Springer International Publishing

Reference24 articles.

1. Arsal, I., Woosnam, K. M., Baldwin, E. D., & Backman, S. J. (2010). Residents as Travel Destination Information Providers: An Online Community Perspective. Journal of Travel Research, 49(4), 400–413.

2. Bennet, S. (2012). Social Media’s Influence on the Travel Industry. 27.07. http://www.mediabistro.com/alltwitter/online-travel-industry_b25865

3. Bitzer, L. (1968). The rhetorical situation. Philosophy and Rhetoric, 1, 1–14.

4. Cantoni, L., Di Blas, N., Rubinelli, S., & Tardini, S. (2008). Pensare e comunicare. Milano: Apogeo.

5. Davidow, M. (2003). Response to customer complaints: What works and what doesn’t. Journal of Service Research, 5, 225–250.

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