User-generated online content and hospitality firms: Identifying appropriate response strategies

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Electronic word-of-mouth (e-WOM) in the shape of user-generated content plays a central role in reviews and recommendations of hospitality firms. Different approaches to the management of online content are evident but operators adopting a more proactive approach are better positioned to effectively meet client needs, boost reputation and remain competitive.

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.