Abstract:The relationship between service providers and guests has changed due to online platforms like Airbnb, which allow
for a more direct contact between them. Although most responses to guests’ reviews tend to be positive and even include relational
work strategies (Bridges and Vásquez 2018; Hernández-López 2019), verbal aggression is also performed (Hopkinson
2018). This study aims to focus on explicit and implicit aggressive responses to negative review… Show more
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