Please use this identifier to cite or link to this item: http://hdl.handle.net/11189/9913
DC FieldValueLanguage
dc.contributor.authorTomlinson, Zeaen_US
dc.contributor.authorVenske, Estien_US
dc.contributor.authorMokoena, Pavlaen_US
dc.date.accessioned2025-03-27T09:50:22Z-
dc.date.available2025-03-27T09:50:22Z-
dc.date.issued2023-
dc.identifier.citationTomlinson, Z., Venske, E. & Mokoena, P. 2023. Online response management: Hotelier perspectives from a global South African tourism hub. Studia Periegetica, 1(41):153−174. [https://doi.org/10.58683/sp.555]en_US
dc.identifier.issn1897-9262-
dc.identifier.urihttp://hdl.handle.net/11189/9913-
dc.description.abstractThe aim of the study was to understand how hotels in Cape Town manage their online reputation when responding to guests' online reviews and how online response management systems are used for this purpose. This exploratory study is based on qualitative data about seven 4-star accommodation establishments located within Cape Town Central City. Because of COVID-19 restrictions, the data were collected during online interviews and by email. The results indicate that the hotels were aware of how negative and positive online reviews could impact the hotel's reputation and were able to use ORM systems to monitor and respond to online reviews in order to maintain good reputation. The authors also propose extending the existing review response framework by the inclusion of positive response actionsen_US
dc.language.isoenen_US
dc.publisherWSB Poznań (Poland)en_US
dc.relation.ispartofStudia Periegeticaen_US
dc.subjectOnline response managementen_US
dc.subjectHotel star ratingsen_US
dc.subjectORM systemsen_US
dc.subjectCOVID-19en_US
dc.titleOnline response management: Hotelier perspectives from a global South African tourism huben_US
dc.identifier.doihttps://doi.org/10.58683/sp.555-
dc.typeArticleen_US
Appears in Collections:BUS - Journal Articles (DHET subsidised)
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