Min, Hyounae
      Factors affecting customer satisfaction in repsonses to negative online hotel reviews: the impact of empathy, paraphrasing, and speed / Hyounae Min, Yumi Lim, Vincent P. Magnini.

KST: 733-1; KST: 663-2; KST: 2221
* WEB 2.0, blog, društvene mreže, sadržaj koji stvara korisnik (UGC - User Generated Content, User Generated Reviews i/ili User Generated Media), eWoM (od-usta-do-usta), recenzije, e-usluge * negativna promocija * hotelijerstvo
* znanstveni članak
* online hotel reviews * customer complaints * online review responses * service recovery

* WEB 2.0, blogs, social networks, user generated content (UGC), User Generated Reviews and/or User Generated Media, eWoM, reviews, e-services * negative publicity * hotel industry

1. Lim, Yumi
2. Magnini, Vincent P.


U: The Cornell Hotel and restaurant administration quarterly. Vol. 56 (2015), No. 2. - 223-231.

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