The Unethical Practice of Hotel Review Ghost-Writers

Belias, Dimitrios; Velissariou, Efstathios; Roditis, Alexandros; Chondrogiannis, Michalis; Katsios, Stavros; Kyriakou, Dimitrios; Varsanis, Konstantinos; Κουστέλιος, Αθανάσιος

doi:10.1007/978-3-319-94664-1_10

Cited by 2 publications

(1 citation statement)

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“…This may include selling inappropriate services, promoting excessive consumption among consumers, misrepresenting services and experiences, exploiting human labour in the supply chain or the generation of fake reviews to improve internal and external perceptions (cf. Andrews, 2009;Belias et al, 2019;King et al, 2006;Litzky, Eddleston, & Kidder, 2006;Paraskevas & Brookes, 2018a). Revenue management practices such as overbooking, coupled with inappropriate service failure recovery strategies, are also likely to breed resentment in customers and may cause brand reputational damage (Pizam, 2017).…”

Section: Organisational Antecedents and Driversmentioning

confidence: 99%

Deviance, deviant behaviour and hospitality management: Sources, forms and drivers

Lugosi

2019

Tourism Management

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Drawing on multi-disciplinary literature, this paper provides an integrative review of the concept of deviance, examining its relationship with and application to hospitality management. It synthesises conceptualisations of deviance in the social sciences and applications of the concept in organisational and consumer behaviour research. The paper distinguishes between four sources of deviance in hospitality management: staff, suppliers, customers and external actors, exploring different forms of deviance stemming from each. The subsequent discussion explores multiple antecedents and drivers of deviance, considering how these have been conceptualised in various disciplines at different levels of analysis: organisational; interpersonal, social and cultural; and personality and individual. The critical synthesis identifies diverse themes in the connections between deviance and hospitality management, and their implications for research and practice.

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