Online content responsiveness strategies in the hospitality context: exploratory insights and a research agenda

Purpose The article investigates different types of strategies for managing user-generated content (UGC) and provides some insights into their implications. Design/methodology/approach A unique sample of Italian hotels with current and prospective customers in the digital environment is investigated. A taxonomy of user-provider interactions mediated by UGC is developed. A mixed approach was designed to meet the study aims. Firstly, an...