Managing virtual rapport on TripAdvisor : discourse in hotel responses to negative online reviews

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Managing virtual rapport on TripAdvisor : discourse in hotel responses to negative online reviews

Digital technology has immensely transformed communication, and social media facilitates online feedback mechanisms, empowering consumers’ voices via online reviews. This has led to the pervasively growing influence of electronic word of mouth (eWOM) on customers’ purchase intentions, as negativ...

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Bibliographic Details
Main Authors:	Ly, Wen Taw, Shamala Paramasivam, Libert, Alan, Moskovsky, Christo, Ilyana Jalaluddin, Ramiza Darmi
Format:	Article
Language:	English
Published:	Penerbit Universiti Kebangsaan Malaysia 2022
Online Access:	http://journalarticle.ukm.my/20687/ http://journalarticle.ukm.my/20687/1/54532-194040-1-PB.pdf

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