Levy, Stuart E.
      An analysis of one-star online reviews and responses in the Washington, D.C., lodging market / Stuart E. Levy, Wenjing Duan, Soyoung Boo.

KST: 2221; KST: 733-1; KST: 1051
* hotelijerstvo * blog, društvene mreže, sadržaj koji stvara korisnik (UGC) * Sjeverna Amerika
* znanstveni članak
* social media * electronic word of mouth * reputation management * online reviews * complaints * service recovery

* hotel industry * blogs, social networks, user generated content (UGC) * North America

1. Duan, Wenjing
2. Boo, Soyoung


U: The Cornell Hotel and restaurant administration quarterly. Vol. 54 (2013), No. 1. - 49-63.

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