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undergraduate thesis
ANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS
2021. urn:nbn:hr:229:295826
Mratinović, Bruna
RIT Croatia

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Mratinović, B. (2021). ANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS (Undergraduate thesis). Dubrovnik: RIT Croatia. Retrieved from https://urn.nsk.hr/urn:nbn:hr:229:295826

Mratinović, Bruna. "ANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS." Undergraduate thesis, RIT Croatia, 2021. https://urn.nsk.hr/urn:nbn:hr:229:295826

Mratinović, Bruna. "ANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS." Undergraduate thesis, RIT Croatia, 2021. https://urn.nsk.hr/urn:nbn:hr:229:295826

Mratinović, B. (2021). 'ANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS', Undergraduate thesis, RIT Croatia, accessed 26 May 2023, https://urn.nsk.hr/urn:nbn:hr:229:295826

Mratinović B. ANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS [Undergraduate thesis]. Dubrovnik: RIT Croatia; 2021 [cited 2023 May 26] Available at: https://urn.nsk.hr/urn:nbn:hr:229:295826

B. Mratinović, "ANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS", Undergraduate thesis, RIT Croatia, Dubrovnik, 2021. Available at: https://urn.nsk.hr/urn:nbn:hr:229:295826

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Metadata
TitleANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS
AuthorBruna Mratinović
MentorBesim Agušaj (mentor)
GranterRIT Croatia
Dubrovnik
Defense date and country2021-04-23, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
Online reviews had been the basis for hotels to identify the potential service failure and to achieve service recovery. This paper investigates the areas that customers complain about, how often do hotels respond and what type of responses do hotels provide to complaining guests. A content analysis was done on Trip Advisor platform including one star rated reviews and responses in 15 Dubrovnik hotels. Results suggest that customers mostly complain about F&B and front desk attitude and customers get both Standardized and Personalized responses. Hotels could’ve been more successful in responding to customer reviews if they focused on having Personalized rather than Standardize responses.
Keywords
Languageenglish
URN:NBNurn:nbn:hr:229:295826
Study programmeTitle: Service Management
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2021-07-29 11:57:23