Completion Date
Summer 8-1-2018
Document Type
Thesis
Degree Name
Master of Science (MS)
Program or Discipline Name
Project Management
First Advisor
Dr.Stephen Onu
Abstract
This research is about hotel guest recovery on social media. Whenever a guest has a bad experience during their stay, they share their opinion on social media. Negative reviews can damage hotel’s performance. This research seeks to gather information on the expectations of guest based on their personal experiences. Answering guests’ complaints on social media is a difficult task, as it requires an understanding of each guest personality traits. This thesis develops a methodology in order to understand the personality of guests, provide a clear response to answer the guests feedback on social media, help hotel managers to regain trust from their guests and reduce the impacts of negative feedback on their performances
Recommended Citation
LEGRAND, F. (2018). STUDY ON RECOVERY OF BAD SOCIAL MEDIA REVIEWS IN THE HOSPITALITY INDUSTRY USING PROJECT MANAGEMENT PRINCIPLES. Retrieved from https://digitalcommons.harrisburgu.edu/pmgt_dandt/50
Included in
Human Resources Management Commons, Interpersonal and Small Group Communication Commons, Management Information Systems Commons, Management Sciences and Quantitative Methods Commons