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The strategic management of online reviews in tourism, hospitality and leisure businesses: A conceptual framework

Phillips, Paul A., Zigan, Krystin (2019) The strategic management of online reviews in tourism, hospitality and leisure businesses: A conceptual framework. In: Council for Hospitality Management Education 2019, 21 - 24 May 2019, Greenwich. (Unpublished) (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided) (KAR id:89773)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided. (Contact us about this Publication)

Abstract

This pilot study develops a conceptual framework for the strategic management of online hotel reviews. Specifically, our enquiry sought to 1) Identify key stages of the conceptual framework relevant for the effective management of customer voice and decision-making; 2) Discuss effective ways of how Tourism, Hospitality and Leisure (THL) organisations can move along the various stages of the conceptual framework; 3) Incorporate THL organisational, infrastructure and data management dimensions in the conceptual framework.

Interviews with three organisations from the tourism, hospitality and leisure sector were conducted in order to advance our understanding of how the collection, management and synthesis of large volumes of disparate data currently facilitate and enhance the decision-making, benchmarking effort, and performance of THL enterprises.

Overall, our initial research has shown that THL enterprises are at different levels of social media awareness and management due to a variety of micro and macro-level circumstances. Internal factors such as organisational dependence and lack of knowledge and resources, as well as external factors such as the competitive situation seemed to influence the engagement with social media management.

Item Type: Conference or workshop item (Paper)
Uncontrolled keywords: Tourism, Hospitality and Leisure; Strategic management; Online hotel reviews; Customer voice; Decision-making
Divisions: Divisions > Kent Business School - Division > Department of Leadership and Management
Depositing User: Krystin Zigan
Date Deposited: 14 Aug 2021 13:43 UTC
Last Modified: 14 Aug 2021 13:43 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/89773 (The current URI for this page, for reference purposes)

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