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What Can the TripAdvisor Tell Us About the Complaints Management Strategies? The Case of the Greek Hotels

Dimitrios Tsiotas (), Spyros Niavis, Dimitrios Belias and Labros Sdrolias
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Spyros Niavis: University of Thessaly
Dimitrios Belias: University of Thessaly
Labros Sdrolias: University of Thessaly

A chapter in Strategic Innovative Marketing and Tourism, 2020, pp 999-1005 from Springer

Abstract: Abstract This chapter aims to extract information about the complaints management strategies of the Greek hotels and to measure their interaction with the TripAdvisor users. The research builds on the comments and complaints being available at this website and performs a statistical analysis to detect differences between different hotel-classes (1-star up to 5-star). The results show a limited overall existence of responses, which is unevenly distributed over the high-class and against the lower-class hotels, illustrating a conventional pattern of complaints management “quality” in the tourism sector in Greece. Overall, this chapter highlights the importance of the information being available in travel and tourism social-media websites and it motivates for further research and the hotel companies to get involved with such applications.

Keywords: Complaint response; Hotel rating; Hotel customers’ satisfaction (search for similar items in EconPapers)
Date: 2020
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DOI: 10.1007/978-3-030-36126-6_111

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