The development of responses to social media reviews in the lodging industry /

This case study presents information about User-Generated Content (UGC) on social media sites, like TripAdvisor®. This case study aims to familiarize students with social media websites and demonstrate how management should respond to reviews posted by consumers. Examples of positive and negative ma...

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Bibliographic Details
Main Authors:	Bagnera, Suzanne Markham (Author), Schrier, Thomas R. (Author), Arendt, Susan W. (Author)
Format:	eBook
Language:	English
Published:	London : International CHRIE, 2015.
Series:	SAGE Business Cases.
Subjects:	TripAdvisor, Inc. > Case studies. Online social networks in business > Case studies. Customer relations > Case studies. Réseaux sociaux dans les affaires > Études de cas. Customer relations Online social networks in business Electronic books. Case studies Case studies. Études de cas.
Online Access:	Connect to the full text of this electronic book

Description
Summary:	This case study presents information about User-Generated Content (UGC) on social media sites, like TripAdvisor®. This case study aims to familiarize students with social media websites and demonstrate how management should respond to reviews posted by consumers. Examples of positive and negative management responses are provided to help identify appropriate responses. The analysis of management responses will provide students with an opportunity to become familiar with these websites and how they can structure a professional response so they are better prepared to enter the work force with knowledge of UGC.
Item Description:	Originally published in : Bagnera, S. M., Schrier, T. R., & Arendt, S. W. (2015). The development of responses to social media reviews in the lodging industry. Journal of Hospitality & Tourism Cases, 4(2), 42-54.
Physical Description:	1 online resource : illustrations.
Bibliography:	Includes bibliographical references and index.
ISBN:	9781529712421 1529712424