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BARLOW, Janelle ve Claus MOLLER; (2008), A Complaint is a Gift: Recovering
Customer Loyalty When Things Go Wrong, İkinci Baskı, Berrett-Koehler Publishers,
San Francisco, California.
CHARMAZ, Kathy; (2006), Constructing Grounded Theory. Sage, London, England.
CHUA, Alton Y. K. ve Snehasish BANERJEE; (2013),“Reliability of Reviews on the Internet: The
Case of TripAdvisor”, İç. Proceedings of the World Congress on Engineering and Computer
Science, WCECS 23-25 October, San Francisco, USA. 1, ss. 453-457.
DELLAROCAS, Chrysanthos; (2003),"The Digitization of Word-of-Mouth: Promise and Challenges
of Online Feedback Mechanisms", Management Science, 49(10), ss. 1407–1424.
DINÇER, Mithat Zeki ve Zaid ALRAWADIEH; (2015). Negative Word of Mouse in Hotel Industry:
A Content Analysis of Online Reviews on Five Star Hotels in Jordan. Yayın aşamasında.
GRETZEL, Ulrike ve Kyung-Hyan YOO; (2008), "Use and Impact of Online Travel Reviews", İç.
Peter O’CONNOR; Wolfram HÖPKEN ve Ulrike GRETZEL (Ed.), Information and
Technologies in Tourism, Springer, Vienna, Austria, ss. 35-46.
JEACLE, Ingrid ve Chris CARTER; (2011), “In Tripadvisor We Trust: Rankings, Calculative
Regimes and Abstract Systems”, Accounting, Organizations and Society, 36, ss. 293–309.
KEATES, Nancy; (2007),“Deconstructing TripAdvisor”. Wall Street Journal.
http://www.wsj.com/articles/SB118065569116920710Erişim Tarihi: 22.12.2014.
LEE, Charles Changuk ve Clark HU; (2004), “Analyzing Hotel Customers' E-Complaints from an
Internet Complaint Forum”. Journal of Travel &Tourism Marketing, (17), 2-3, ss. 167-181.
LİTVİN, Stephen W., Ronald E. GOLDSMİTH ve Bing PAN; (2008), “Electronic Word-Of Mouth
in Hospitality and Tourism Management”. Tourism Management, 29, ss. 458-468.
O’CONNOR, Peter; (2008), “User-Generated Content and Travel: A Case Study on
Tripadvisor.Com”, İç. Peter O’CONNOR; Wolfram HÖPKEN ve Ulrike GRETZEL,
Information and Communication Technologies in Tourism, ss. 47-58.
O'CONNOR, Peter; (2010),“Managing a Hotel’s Image on TripAdvisor”, Journal of Hospitality
Marketing & Management, 19(7), ss. 754–772.
RICHINS, Marsha L.; (1983),“Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study”,
Journal of Marketing, 47(1), ss. 68-78.
404
Customer Loyalty When Things Go Wrong, İkinci Baskı, Berrett-Koehler Publishers,
San Francisco, California.
CHARMAZ, Kathy; (2006), Constructing Grounded Theory. Sage, London, England.
CHUA, Alton Y. K. ve Snehasish BANERJEE; (2013),“Reliability of Reviews on the Internet: The
Case of TripAdvisor”, İç. Proceedings of the World Congress on Engineering and Computer
Science, WCECS 23-25 October, San Francisco, USA. 1, ss. 453-457.
DELLAROCAS, Chrysanthos; (2003),"The Digitization of Word-of-Mouth: Promise and Challenges
of Online Feedback Mechanisms", Management Science, 49(10), ss. 1407–1424.
DINÇER, Mithat Zeki ve Zaid ALRAWADIEH; (2015). Negative Word of Mouse in Hotel Industry:
A Content Analysis of Online Reviews on Five Star Hotels in Jordan. Yayın aşamasında.
GRETZEL, Ulrike ve Kyung-Hyan YOO; (2008), "Use and Impact of Online Travel Reviews", İç.
Peter O’CONNOR; Wolfram HÖPKEN ve Ulrike GRETZEL (Ed.), Information and
Technologies in Tourism, Springer, Vienna, Austria, ss. 35-46.
JEACLE, Ingrid ve Chris CARTER; (2011), “In Tripadvisor We Trust: Rankings, Calculative
Regimes and Abstract Systems”, Accounting, Organizations and Society, 36, ss. 293–309.
KEATES, Nancy; (2007),“Deconstructing TripAdvisor”. Wall Street Journal.
http://www.wsj.com/articles/SB118065569116920710Erişim Tarihi: 22.12.2014.
LEE, Charles Changuk ve Clark HU; (2004), “Analyzing Hotel Customers' E-Complaints from an
Internet Complaint Forum”. Journal of Travel &Tourism Marketing, (17), 2-3, ss. 167-181.
LİTVİN, Stephen W., Ronald E. GOLDSMİTH ve Bing PAN; (2008), “Electronic Word-Of Mouth
in Hospitality and Tourism Management”. Tourism Management, 29, ss. 458-468.
O’CONNOR, Peter; (2008), “User-Generated Content and Travel: A Case Study on
Tripadvisor.Com”, İç. Peter O’CONNOR; Wolfram HÖPKEN ve Ulrike GRETZEL,
Information and Communication Technologies in Tourism, ss. 47-58.
O'CONNOR, Peter; (2010),“Managing a Hotel’s Image on TripAdvisor”, Journal of Hospitality
Marketing & Management, 19(7), ss. 754–772.
RICHINS, Marsha L.; (1983),“Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study”,
Journal of Marketing, 47(1), ss. 68-78.
404
