Receiving and acting on customer input is essential to sustaining and growing any service
organization, particularly a small family business whose livelihood depends on strong …

Purpose-Marketers spend millions to distinguish their properties from the competition via
varying marketing paraphernalia; however, online hotel reviews may trump these marketing …

Listing spare homes as tourist accommodations on applications like Airbnb has boosted
consumers' adoption of the digital sharing economy (DSE). This research paper aims to …

摘要在網際網路時代, 顧客能夠在社交媒體以及線上評論中分享他們的感受. 了解這些顧客需求,
尤其是了解顧客不滿意的地方, 對於服務改進與創新相當重要, 因為這些不滿意的顧客指出了 …

Online reviews are essential in the travel and hotel businesses. Because there are various
types of hotels, customers frequently read online hotel reviews before making a reservation …

This study analyzes the impact of core service failures and interactional service failures on
customers' dissatisfaction complaint behaviors (voice complaints and negative word-of …