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Journal of Travel & Tourism Marketing Volume 36, 2019 - Issue 5
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Article

Managing negative online accommodation reviews: evidence from the Cook Islands

Mani Jeremiah MateSchool of Tourism & Hospitality Management, Faculty of Business & Economics, The University of the South Pacific, Suva, Fiji
,
Alexander TruppSchool of Tourism & Hospitality Management, Faculty of Business & Economics, The University of the South Pacific, Suva, FijiORCID Iconhttp://orcid.org/0000-0003-1093-2824
ORCID Icon &
Stephen PrattSchool of Tourism & Hospitality Management, Faculty of Business & Economics, The University of the South Pacific, Suva, FijiCorrespondence[email protected]
ORCID Iconhttp://orcid.org/0000-0002-6550-132X
ORCID Icon
Pages 627-644 | Received 18 Dec 2018, Accepted 16 Apr 2019, Published online: 13 May 2019
 
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ABSTRACT

Increasingly, travellers are using online review platforms to post reviews about hotels. The responses to negative reviews need to be managed in a way to recover service failures. The main aim of this study was to examine the strategies used by hotel managers in responding to negative reviews on TripAdvisor. An integrated framework for analysing response strategies is developed. Content analysis of TripAdvisor reviews and interviews with hotel managers show a range of response strategies are used. We uncover two additional dimensions: values and culture. Hotels are aware of the advantages that can be gained from using appropriate responses.

Disclosure statement

No potential conflict of interest was reported by the authors.

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