Word-of-Mouth: An Exploration of Hotel Customer Feedback Websites

Petra Bouvain, Matthias Muskat, Birgit Muskat

Research output: A Conference proceeding or a Chapter in BookChapterpeer-review

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The tourism industry has been one of the industries that have been active in online promotion since the start of the Internet. Most hotels now have a website that promotes their property and provides information about the amenities that are offered, in most cases augmented by the display of photos, downloadable brochures and videos. Most offer customers also the possibility to book online and to communicate via e-mail. Customers have relied on the information provided by hotels and some reviews by third parties such as travel guidebooks.
Original languageEnglish
Title of host publicationDialogmarketing Perspektiven
EditorsDeutscher Dialogmarketing Verband
Place of PublicationGermany
Number of pages32
ISBN (Electronic)9783834965936
ISBN (Print)9783834927545
Publication statusPublished - 2011


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