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

Petra Bouvain; Matthias Muskat; Birgit Muskat

doi:10.1007/978-3-8349-6593-6_2

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

Petra Bouvain, Matthias Muskat, Birgit Muskat

Canberra Business School

Research output: A Conference proceeding or a Chapter in Book › Chapter › peer-review

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Abstract

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 language	English
Title of host publication	Dialogmarketing Perspektiven
Editors	Deutscher Dialogmarketing Verband
Place of Publication	Germany
Publisher	Springer
Pages	21-52
Number of pages	32
Edition	1
ISBN (Electronic)	9783834965936
ISBN (Print)	9783834927545
DOIs	https://doi.org/10.1007/978-3-8349-6593-6_2
Publication status	Published - 2011

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

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