Giving offense and making amends: How hotel management attempts to manage rapport with dissatisfied customers
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DOI: 10.1016/j.pragma.2016.12.001
Abstract: Abstract Information about the quality of the accommodation services provided by hotels in different cities across the globe can now be conveniently obtained by accessing travelers’ reviews posted on various travel websites such as TripAdvisor,… read more here.
Keywords: hotel management; dissatisfied customers; rapport dissatisfied; hotel ... See more keywords