Completion Date

Summer 8-1-2018

Document Type


Degree Name

Master of Science (MS)

Program or Discipline Name

Project Management

First Advisor

Dr.Stephen Onu


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



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