Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan

Dincer M. Z., Alrawadieh Z.

JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT, cilt.26, sa.8, ss.785-804, 2017 (SSCI) identifier identifier

  • Yayın Türü: Makale / Derleme
  • Cilt numarası: 26 Sayı: 8
  • Basım Tarihi: 2017
  • Doi Numarası: 10.1080/19368623.2017.1320258
  • Dergi Adı: JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT
  • Derginin Tarandığı İndeksler: Social Sciences Citation Index (SSCI), Scopus
  • Sayfa Sayıları: ss.785-804
  • Anahtar Kelimeler: Customer satisfaction, E-complaining, e-WOM, hotel industry, Jordan, OF-MOUTH, CUSTOMER SATISFACTION, SERVICE RECOVERY, BIG DATA, COMPLAINTS, RATINGS, HOSPITALITY, EXPERIENCE, BEHAVIOR, QUALITY
  • İstanbul Üniversitesi Adresli: Evet

Özet

The main objective of this study is to identify the nature of e-complaints directed at luxury hotels in Jordan. For this purpose, a content analysis was conducted based on 424 negative reviews posted for these hotels on the User-Generated Content (UGC) travel website TripAdvisor. The study found that the most frequent e-complaints were about service quality, the efficiency of hotel facilities, and cleanliness and hygiene. The study showed that e-complaints were mostly posted by British, American, and Emirati guests. The hotels' responses to e-complaints were also examined. The findings suggested that less than one-half of the e-complaints (approximately 43%) received an online response from the hotel management and that more than one-half of these responses (56%) were posted within a week of the e-complaint's posting date. Recommendations to effective e-complaint management in the hotel industry were given in light of the article's findings.