Complaining practices on social media in tourism: A value co-creation and co-destruction perspective
Abstract
Social media has transformed the way tourism-related information is generated and distributed. While previous studies have focused largely on the benefits of social media for tourism management, there is an emerging recognition of the downside of social media through the enablement of enhanced facilities for consumer complaints. Informed by service-centric research and social practice theory, we theorize that tourist complaining on social media...
Paper Details
Title
Complaining practices on social media in tourism: A value co-creation and co-destruction perspective
Published Date
Aug 1, 2019
Journal
Volume
73
Pages
35 - 45
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