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    1. The document discusses several research papers related to negative feedback, service quality in the travel industry, and the effects of social media and electronic word of mouth on consumer decisions and tourism marketing. 2. Specific topics examined include how organizations and individuals can benefit from negative feedback, measuring service quality in the public and private sectors, and the impact of customer reviews and perceptions of service. 3. Additional articles explore factors influencing tourist satisfaction, decision making, and destination selection for domestic travelers.

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    1. The document discusses several research papers related to negative feedback, service quality in the travel industry, and the effects of social media and electronic word of mouth on consumer decisions and tourism marketing. 2. Specific topics examined include how organizations and individuals can benefit from negative feedback, measuring service quality in the public and private sectors, and the impact of customer reviews and perceptions of service. 3. Additional articles explore factors influencing tourist satisfaction, decision making, and destination selection for domestic travelers.

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    © All Rights Reserved
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    3 views1 page

    All Resource Files

    Uploaded by

    Liên Quân
    1. The document discusses several research papers related to negative feedback, service quality in the travel industry, and the effects of social media and electronic word of mouth on consumer decisions and tourism marketing. 2. Specific topics examined include how organizations and individuals can benefit from negative feedback, measuring service quality in the public and private sectors, and the impact of customer reviews and perceptions of service. 3. Additional articles explore factors influencing tourist satisfaction, decision making, and destination selection for domestic travelers.

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    1. Pino G Audia, Edwin Locke(2003).

    “ Benefiting from negative feedback”,Human Resourse


    Management Review, 13, 631-646
    2. Xuanhui Wang, Hui Fang, ChengXiang Zhai(2008). “A study of methods for negative relevance
    feedback”, Proceeding of the 31st annual international ACM SIGIR conference on Research and
    development in information retrieval, 219-22
    3. Noreen Zahra, Ayesha Qayyum, Yasir Rashid (2019). “Traveller’s Empowerment: Travelling
    website service quality, attitude towards UGC and booking intentions of travellers”, Business &
    Economic Review, [S.l.], v. 11, n. 4, p. 35-58, dec. 2019. ISSN 2519-1233.
    4. Nien-Te Kuo, Kuo-Chien Chang, Yi-Sung Cheng, Chia-Hui Lai( 2012). “How Service Quality Affects
    Customer Loyalty in the Travel Agency: The Effects of Customer Satisfaction, Service Recovery,
    and Perceived Value”, Asia Pacific Journal of Tourism Research, 803-822
    5. Measuring service quality in the public sector: the potential for SERVQUAL. Mik Wisniewski.
    Total quality management 7 (4), 357-366, 1996.
    6. Classification of customer reviews based on sentiment analysis. Dietmar Gräbner, Markus
    Zanker, Günther Fliedl, Matthias Fuchs. ENTER, 460-470, 2012.
    7. Good advice is expensive–bad advice even more: the regulation of online reviews. Mateja
    Đurović, Tim Kniepkamp. Law, Innovation and Technology 14 (1), 128-156, 2022.
    8. Assessing poor quality service: perceptions of customer service representatives. Marilyn M
    Helms, Donna T Mayo. Managing Service Quality: An International Journal, 2008.
    9. DANG, V. N. A STUDY OF THE DECISION OF CHOOSING DA NANG AS A TOURIST DESTINATION
    FOR DOMESTIC TOURISTS
    10. Trung, T. T. (2013). EffEcTS of TouRISm SERvIcE QuAlITy AND HoTEl QuAlITy oN TouRIST
    SATISfAcTIoN IN DANANG cITy vIETNAm. Jurnal Nasional Pariwisata, 5(2), 75-82.
    11. Tuong, N. T. (2011). A STUDY ON THE IMPACTS OF TOURISM ACTIVITIES ON THE NATURAL
    ENVIRONMENT AND FORMULATING THE SOLUTIONS FOR MANAGEMENT IN SONTRA DISTRICT,
    DANANG CITY. UED Journal of Social Sciences, Humanities and Education, 1(1), 47-53
    12. How to Handle Negative Feedback: 6 Ways to Accept Criticism
    13. Chen Y F, Huang, J and Hsiao T (2012). The effects of electronic word of mouth on product
    judgment and choice: The moderating role of the sense of virtual. Journal of Applied Social
    Psychology,42 (5),2326–2347.
    14. Hudson S, Thal K (2013). The Impact of Social Media on the Consumer Decision Process:
    Implications for Tourism Marketing. Journal of Travel & Tourism Marketing. 30 (1-2). 156-160.
    15. The Impact of Social Media on the Consumer Decision Process: Implications for Tourism
    Marketing
    16. Vázquez-Casielles R, del Río-Lanza, A B, & Díaz-Martín, A M (2009). Satisfaction with service
    recovery: Perceived justice and emotional responses. Journal of Business Research, 62(8), 775-
    781.

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