Online response management: Exploring how hotels in Cape Town's Central Business District (CBD) manage online reviews

Ethics Ref #: FOBREC819

The aim of this study was to understand how hotels manage their online reputation when responding to online platform visitor reviews. This study employed a qualitative methodology and exploratory research design that utilised purposive sampling whereby 7 accommodation establishments recognised by TGCSA were selected to participate in this study. Atlas.ti web version 8 was used for data analysis.